Navigating the Turo Cancellation Policy: A User's Complete Guide

Published: August 14, 2023
Last updated: August 25, 2023

Renting a car on Turo offers a unique and personalized experience. However, sometimes plans change and you might need to cancel your booking. Turo cancellation policy is designed to be fair to both the renter and the host, but it can be a bit intricate. Let's delve into the details.

1. Understanding Cancellation Tiers

Turo offers different cancellation policies that hosts can opt for: Strict, Moderate, and Relaxed. The terms of each policy affect the refund you can get:

  • Strict: Cancel more than 48 hours before the trip start time and you'll receive a full refund of the trip price minus Turo's service fee. Cancel less than 48 hours before the trip start time and you'll get a 50% refund of the trip price minus Turo's service fee.

  • Moderate: Cancel more than 24 hours before the trip starts and you'll receive a full refund minus Turo's service fee. Cancel within 24 hours of your trip start time and you'll get 50% refund of the trip price minus Turo's service fee.

  • Relaxed: Cancel at any time before the trip start and receive a full refund, excluding Turo's service fee.

2. Guest Cancellation Fees

If you cancel multiple trips within a short period, even if those trips are with a "Relaxed" policy, Turo might charge a cancellation fee. Repeated cancellations can lead to additional fees or suspension from the platform.

3. If the Host Cancels

Sometimes, hosts may have to cancel the booking due to unforeseen circumstances. If this happens:

  • You'll receive a full refund, including the service fee.

  • Turo might provide a travel credit to compensate for the inconvenience.

4. Trip Modifications

If you need to shorten or extend your trip:

  • You can modify your trip details through the Turo app or website.

  • If the host approves the change, any difference in pricing will be adjusted accordingly.

  • If shortening, the Turo cancellation policy in place will apply to the days you've decided to drop.

5. Extenuating Circumstances

Turo understands that sometimes there are exceptional circumstances beyond a user's control. 

In the case of severe weather, natural disasters, or other major events, Turo might offer more lenient cancellation terms. Always contact Turo's customer support to discuss your situation. They may require documentation to validate your claims.

6. Understanding Service Fee Non-Refundability

Regardless of when or why you cancel, keep in mind that Turo's service fee is generally non-refundable, unless the host cancels the booking.

Step-by-Step Guide to Cancel a Turo Trip

Cancelling a Turo trip is relatively straightforward. However, to ensure you're aware of any implications, such as potential charges or effects on your standing with hosts, it's vital to follow the process correctly. Here’s a step-by-step guide to help you navigate the cancellation process.

1. Log In

First and foremost, log in to your Turo account. This can be done either through their website on a computer or via the Turo mobile app.

2. Access Your Trips

  • On the website: Hover over your profile icon in the top right corner. A dropdown menu will appear. Click on 'Trips' from the menu.

  • On the mobile app: Tap the 'Trips' icon, usually represented by a calendar or car icon, depending on the version.

3. Find the Relevant Booking

Once you're in the 'Trips' section, you'll see a list of your upcoming and past trips. Locate the upcoming trip that you wish to cancel.

4. Go to Trip Details

Click on the relevant booking. This will take you to a detailed view of the trip, showing all the specifics of your reservation, including the car, host, duration, price, and more.

5. Locate the 'Cancel Trip' Option

Within the trip details page, there should be an option that says 'Cancel Trip' or something similar. This is typically located towards the bottom of the page or under an options/menu button.

6. Review Turo Cancellation Policy

Before proceeding with the cancellation, Turo will usually show you the cancellation policy attached to that specific car. This will include information about potential refunds, charges, or fees based on the timing of your cancellation. Ensure you read and understand this policy.

7. Confirm the Cancellation

If you're sure you want to cancel, proceed to confirm the cancellation. Depending on the interface, you might need to click a button that says "Yes, Cancel" or "Confirm Cancellation."

8. Document Any Reasons (If Needed)

If your cancellation is due to a specific reason, such as a change in plans or an emergency, it's a good idea to communicate this to the host. While not always required, it fosters good relations and understanding between you and the host.

9. Check for Refunds

After confirming the cancellation, you should receive an email notification from Turo detailing the cancellation. This will also include information about any refunds you're eligible for based on the car's cancellation policy.

10. Monitor Your Bank Statement

If you're eligible for a refund, monitor your bank or card statement to ensure the refund is processed. Refunds might take a few days to reflect in your account.

11. Leave Feedback (Optional)

If there were specific reasons for your cancellation that Turo should be aware of, such as issues with a host or concerns about a vehicle, consider providing feedback. This helps Turo maintain the quality of their service.

Common Reasons for Cancelling Turo

Turo offers a platform where users can rent unique cars directly from car owners, but like any rental or sharing service, there are instances where renters or hosts might need to cancel. Here are some common reasons for cancellations on Turo:

  • Change in Travel Plans: One of the most frequent reasons for cancellations. Plans can change due to work commitments, personal emergencies, or other unexpected events, leading renters to adjust or cancel their bookings.

  • Vehicle Mismatch: After booking, a renter might realize that the chosen vehicle doesn't meet their needs, perhaps in terms of size, features, or type. For instance, someone might initially rent a compact car but later realize they need an SUV for a group trip.

  • Unavailability from the Host: At times, hosts might realize they can't provide the car due to maintenance issues, personal needs, or other unforeseen circumstances, prompting them to cancel the booking.

  • Cost Considerations: Renters, after booking, might find a more affordable option or realize that the trip is stretching their budget, leading them to cancel.

  • Weather and Environmental Factors: Severe weather conditions, such as hurricanes, floods, or heavy snowfall, can change travel plans or make certain types of vehicles unsuitable, causing cancellations.

  • Miscommunication or Misunderstanding: Sometimes, there might be confusion about the vehicle’s features, pick-up location, or rental terms. This can result in cancellations if either the host or renter feels the agreement isn't what they initially understood.

  • Insurance Concerns: If a renter discovers that their insurance won't cover the Turo rental or that the coverage is inadequate, they might opt to cancel the booking.

  • Better Alternatives: Renters might stumble upon another vehicle on Turo that they prefer more, whether due to better reviews, a more appealing model, or additional features, prompting them to switch.

  • Health Concerns: Especially in the context of global health crises, individuals might cancel travel and rental plans to reduce risk or comply with health guidelines and restrictions

  • Lack of Necessary Documentation: Renters might realize they lack the necessary documents to rent a car, such as an acceptable driver’s license or an international driving permit.

  • Negative Reviews or Feedback: After booking, a renter might come across negative reviews or feedback about the host or the specific car, causing them to reconsider their decision.

  • Personal Discomfort: First-time users or those unfamiliar with peer-to-peer car rentals might feel uneasy or anxious about the process, leading to second thoughts and potential cancellations.

Frequently Asked Questions

1. What is the standard cancellation policy for Turo?

Turo offers several cancellation policies, ranging from 'Strict' to 'Moderate' to 'Flexible'. The specific policy associated with each vehicle is determined by the host. Always review the cancellation policy for your chosen car before booking.

2. Will I receive a full refund if I cancel my booking?

The refund amount depends on the cancellation policy of the booked vehicle and how much time is left until the start of the reservation. For instance, under a 'Flexible' policy, you can get a full refund if you cancel more than 24 hours before the trip starts. It's crucial to check the details of the policy associated with your booking.

3. Can a host cancel my reservation?

Yes, hosts can cancel reservations. They might do so due to vehicle maintenance issues, personal emergencies, or other reasons. If a host cancels, Turo will notify you, and you’ll usually get a full refund or assistance in finding an alternative vehicle.

4. Are there penalties for frequent cancellations?

While occasional cancellations are understandable, frequent cancellations can impact your standing on Turo. Hosts might be hesitant to rent to someone with many cancellations. Additionally, Turo might impose additional fees or restrictions on users who cancel excessively.

5. What happens if I need to cut my trip short and return the vehicle early?

If you return the car early, the cancellation policy will still apply to the remaining days of your rental. Depending on the policy, you might not receive a refund for the unused days. It's essential to communicate with the host and understand any financial implications.


Cancellations on Turo, whether initiated by the host or the renter, are sometimes a necessary part of the car-sharing experience. Being aware of the associated policies, potential implications, and the reasons behind cancellations can help users navigate the platform more confidently. As always, open communication between hosts and renters is key to ensuring a smooth and pleasant Turo experience for all parties involved.

Ensuring you're informed about cancellation policies isn't exclusive to just car rentals. If you've ever used ride-sharing services, you might be curious about their terms too. Avoid unexpected fees with our guide to Uber’s cancellation policy!

Sales Development Lead Scott spearheaded a collective blog site before expanding his automotive knowledge and joining the team. Now he leads our team of experts by building ideas on our Sales Development department.
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