About extenuating circumstances
We understand things happen outside your control that may force you to cancel a trip. If you cancel less than 24 hours before the trip starts due to extenuating circumstances, we may be able to waive the cancellation fee. Remember, you can always cancel free of charge up to 24 hours before your trip starts.
Before canceling, review the sections below to see if this policy covers your circumstance. If it does, make sure you can provide any required documentation. Then contact us for help.
In the US, call 415-963-4109. In Canada, call 1-888-391-0460. In the UK, call 44-808-164-1454. Note that these lists aren’t all-inclusive.
This policy may cover the circumstances listed below provided you submit documentation.
- Death or severe illness of yourself or immediate family member. This includes spouse/partner, child, parent, legal guardian, grandparent, or sibling. Submit a death certificate, obituary, or news article naming the deceased.
- Hospitalization that prevents you from being able to travel. Submit a physician statement confirming that you can't travel due to an unexpected, serious illness or injury.
- Government-mandated obligations. These include, but aren’t limited to, jury duty and military assignments. Submit a copy of the official notice for jury duty, court appearances, military deployment, or travel restrictions.
- Airline travel interruptions. See more details in Turo’s Cancellation policy. Submit documentation from the airline showing that your flight was canceled or delayed. If your baggage was lost, provide documentation of a lost baggage delay.
This policy may cover the circumstances listed below and don’t require documentation.
- Natural disasters or severe weather incidents that impact the delivery location or location of departure. These are defined as a state of national emergency in times of a flood, hurricane, tornado, volcanic eruption, earthquake, tsunami, or mass shooting.
- Epidemic or pandemic diseases or illnesses as reported by the World Health Organization or the Centers for Disease Control and Prevention. For specific circumstances about safety issues tied to vehicle cleanliness, see Turo’s Cleaning and disinfection policy | Guests For more information about COVID-19, see “Answers to questions about COVID-19 | Guests.”
- Government, law enforcement, or military restrictions or advisories that impede travel to the delivery location.