Turo is closely monitoring the novel coronavirus (COVID-19) situation. In response to concerns, here is information on coronavirus-related policies, cancellations, and guest FAQs.
If you’re a host, please read COVID-19 policies, safety tips, and FAQs for hosts.
Is there a penalty if I cancel my upcoming trip?
Per our cancellation policy, guests can always cancel a trip for free up to 24 hours before the trip starts. Please cancel your trip as far in advance as possible. If circumstances require that you cancel outside of your free cancellation window, and if you need to cancel because of coronavirus concerns, our extenuating circumstances policy allows you to do so for free.
To cancel your trip, please call one of the numbers below. Our customer support agents can also help you rebook, if you’d like.
- United States: 415-963-4109
- Canada: 1-888-391-0460
- UK: 44-808-164-1454
- Germany: 49(0)30-568-37898
FAQs for guests
What if I used travel credit to pay for some or all of my trip and then decide to cancel?
Any travel credit used will be returned to yourTuro account.
I used a promotion code or coupon to book this trip. Will I be able to reuse it for another trip if I cancel?
The promotion code or coupon can be reused as long as it’s not past the expiration date.
Read more about promotions and travel credit.
What if I have concerns about returning a car due to a change in government policy or another COVID-19-related reason?
Let your host know immediately if you’re concerned that you can't return the vehicle for a reason related to COVID-19. Your host should work with you to make arrangements to get their car back.
If you can return the car but need a little extra time, consider extending your trip. Otherwise, our additional usage policy may apply. If you’re unable to reach your host, please contact us at the numbers listed above.
Is Turo currently accepting new bookings?
We’re monitoring the evolving coronavirus situation daily. Right now, we’re allowing guests to book new trips, to begin trips they’ve already booked, and to continue in-progress trips. We ask our hosts and guests to comply with any containment measures set by your local governments. Please prioritize the health and safety of those around you.
Can I pick up a vehicle without meeting the host in person?
Yes, there are options for remote hand off of vehicles. Read more about remote check-in and checkout.
Check listings for vehicles that offer Turo Go. With Turo Go, guests can check in remotely and unlock the car through the Turo app. Turo Go is currently available in San Diego, the greater Los Angeles area, the San Francisco Bay Area, and the UK.
Some hosts use remote unlock or a lockbox for a remote key handoff, which means you can check in remotely. If you’re requesting delivery and your host uses remote unlock or a lockbox, we’ll display that information on the vehicle listing. Otherwise, once you book your trip, you can message your host to ask if they offer either of these. When checking in for a trip remotely, you’ll use trip photos to upload images of your driver’s license and yourself.
How do I know the car is not contaminated?
We’re encouraging all hosts to disinfect their vehicles before each new trip, following the Center for Disease Control guidelines. You should always inspect cars thoroughly when checking in. Contact your host immediately if you feel the vehicle is unsafe to drive. You may be able to work out an arrangement with your host.
Do not take possession of a car or start a trip if the vehicle is unsafe or unsatisfactory. Doing so will limit our ability to help you.
Will there be any change in support offered by Turo?
We’re working tirelessly to support the Turo community. Read about the different ways to contact Turo.