Managing requests to extend or shorten a trip

Fast Facts:

  • If a guest needs to extend or shorten their trip, they must submit their request to you via the Turo system. 
  • If you and your guest are on the Turo app, you can use Turo messaging to agree to a one-hour-early trip start.

Guidelines for extending or shortening a trip 

If a guest wants to begin or end their trip earlier or later than scheduled, they must submit a change request in the Turo system. If a guest contacts you to change their trip time and you can accommodate them, tell them to request the change in our system. You can direct them to these instructions for changing trip length. 

Once a guest submits a time change request, our system will notify you, and you can accept their request. If you don’t accept the request, it will expire. Here are the expiration times for requests to extend or shorten a trip:

  • 4–10 hours in advance of the trip end: request will expire two hours before the original trip end time or the new request time, whichever is earlier.
  • 1-4 hours in advance of the trip end: request will expire at half the lead time before the original trip end time or the new request time, whichever is earlier. For example, a request received 3 hours in advance of the trip end time will expire in an hour and a half. 
  • Less than 1 hour in advance of the trip end: request will expire by the original trip end time.  

You can read more about responding to trip requests and other trip time changes. 

All protection plans may be voided if 1) you allow your guest an early check-in or 2) you informally agree to let them keep the vehicle longer. (See instructions below for an acceptable way to start a trip early). If anything were to happen to the car outside of the booked trip, neither party would be covered by Turo’s protection plans. For that reason, it’s essential that any trip changes be made and accepted via the Turo system.

Early trip start in Turo app

If you and your guest are following the in-app check-in process, you have the option to safely exchange the car one hour early if you both agree to do so. If there are no issues, your guest can take responsibility for the car and activate the protection plan by sliding the toggle on the last screen. The check-in process in the app must be completed in order for this early exchange to be valid. It can only accommodate an early trip start within an hour of the officially booked start time.

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