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posted on April 15th, 2019

Simplified structure and fees

The Turo team is constantly working on streamlining the Turo experience to create a smooth and easy process for everyone. To that end, we’re making changes to the guest cancellation policy to further simplify and improve the guest experience, which will go into effect on May 6, 2019.

The updated policy will provide more flexibility for guests to cancel trips if the need arises. We understand that sometimes plans change, and having the flexibility to make last-minute decisions is important for planning adventures. A better, more flexible guest experience will inevitably lead to happier guests who come back for more, and consequently more bookings (and earnings!) for hosts.

Here’s a preview of the upcoming guest cancellation policy changes.

Free cancellation period

Guests will now be able to cancel trips free of charge up until 24 hours before their trip starts. If guests book within 28 hours of when their trip starts, they can cancel free of charge up to four hours after booking, or until the trip starts, whichever comes first.

Extras, young driver fees, protection plan costs, and delivery fees are still fully refunded for all trips canceled by guests.

Cancellation fees

If guests cancel outside the free cancellation period, they will be charged a cancellation fee. For trips longer than two days, the cancellation fee is the average cost of one day of the trip. For trips that are two days or shorter, guests will be charged the average cost of half a day.

Guest no-show fees

If guests do not cancel and fail to show up for their trip without communicating with their host, it is considered a “no-show.” Turo hosts take time out of their day to meet guests when their trips are scheduled, and no-shows are terribly inconvenient. If you’re running late to pick up a car or have to cancel last-minute, please message your host through the Turo app. Hosts can report a no-show starting 30 minutes after the trip’s start time.

In the event of a no-show, guests will be charged greater fees than they would be charged for a cancellation. The no-show fee for trips longer than two days is the average cost of two days of that trip, plus 50% of any delivery fee. For trips two days or shorter, guests will be charged 75% of one day’s average cost, plus 50% of any delivery fee.

Extras, young driver fees, and protection plan costs are still fully refunded if guests fail to show up for their trip, as well as 50% of any delivery fee.

Host payouts

For trips that are canceled outside the free cancellation period, or in the event of a no-show, hosts will still collect a portion of the trip’s earnings.

For canceled trips longer than two days, hosts will be paid one full day’s earnings from that trip (earnings vary based on each host’s take rate). For canceled trips two days or shorter, hosts will be paid half a day’s earnings.

For no-shows on trips longer than two days, hosts will get paid two day’s earnings. For no-shows on trips two days or shorter, hosts will get paid 75% of a day’s earnings.

Hosts who fail to report a guest no-show may be subject to penalties. If a guest reports to Turo that they didn’t make the trip, the host has until 72 hours after the trip’s start time to report the no-show, otherwise they will not receive any earnings for that trip.

The future is bright

These updates will go into effect on May 6, 2019. The new policy will provide an even better, more competitive guest experience, and will help further solidify Turo as the most complete and balanced car sharing marketplace in the world. Thanks to our community for joining us on this journey!