Guidelines for extending or shortening a trip
If a guest wants to change the time their trip’s scheduled start or end time, they must submit a change request via Turo. If a guest contacts you to change their trip time and you can do so, send them these instructions for changing trip length. If you let your guest check in early or keep the car longer without having approved the request via Turo, it may void all protection plans. That’s why it’s essential that your guest makes and you accept any trip changes via the Turo system.
Once a guest submits a time change request, we’ll notify you, and you can accept or decline it. If you do neither, the request will expire, and we’ll make no change to the trip in our system. How long you have to respond to a request depends on how far in advance the guest submits it.
- 4–10 hours in advance of the trip end: request expires 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 expires 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 expires in an hour and a half.
- Less than 1 hour in advance of the trip end: request expires by the original trip end time.
Approving a new trip start or end time could change your earnings for the trip. If you approve a guest extension for an additional 3+, 7+, or 30+ days, we’ll apply the current, corresponding discount to the trip price for the added days. The trip price is the sum of the daily price for each day that your vehicle is booked. If you approve a guest’s request to shorten a trip for which they received a duration discount and the trip then falls below the discount threshold, they may owe an additional amount. We’ll compute the new discount, if any, using the current discount in place at the time of their change request. If there’s a balance due, we’ll charge the guest and add the amount to your earnings.
If your guest isn’t able to extend their trip, it’s likely due to one of these reasons:
- They have insufficient funds
- You agreed informally to the extension but didn’t approve it in the Turo system
- The vehicle is unavailable because another guest has a booked trip with a start time that conflicts with the extension
Early trip start in Turo app
If you and your guest are following the in-app check-in process, you can 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 allow an early trip start within an hour of the booked start time.