# Extenuating circumstances policy | Guests

> About extenuating circumstances     We understand things happen outside your control that may force you to cancel a trip or make it impossible for you to ret

Source: https://help.turo.com/en_us/extenuating-circumstances-policy-or-guests-rkoBEVlVc

Last updated: 2026-04-22T18:11:26.347Z

## Policy

The Extenuating circumstances policy covers certain unexpected events outside your control that may make it unsafe or impossible to start, continue, or complete your trip. This policy outlines the accepted extenuating circumstances that may result in Turo excusing the cancellation fee for guests who cancel a trip outside the [free cancellation period](https://turo.com/us/en/policies/cancellation). This policy specifically addresses the cancellation fee _**only**_. Other charges and outcomes vary based on the trip and circumstances. 

#### **Are cancellation fees automatically excused during an emergency?**

No, you must contact customer support. We individually review each issue based on the type of emergency, how it impacts your trip, and we may require you to submit documentation.  
If you have what you know to be an accepted extenuating circumstance or are unsure whether emergency circumstances in your travel area qualify, take steps to communicate with Turo and your host. 

*   **US guests only:** Check your email and your trip in the Turo app for any messages about a public emergency.
    
*   Contact your host to report your situation.
    
*   Contact customer support to cancel or extend your trip. (Required) 
    
    *   Tap the "Get help" button below to reach our AI assistant who can help or connect you to an agent.
        

**Note:** When an extension for extenuating circumstances is applied, Turo typically extends just the return time, and your original mileage limits remain in effect.

### Accepted extenuating circumstances that require documentation

Turo requires you to submit documentation for circumstances that include, but are not limited to, those listed here. 

*   **Death or severe illness of yourself or immediate family member**. Immediate family includes spouse/partner, child, parent, legal guardian, grandparent, or sibling.
    
    *   Required documentation: A death certificate, obituary, or news article naming the deceased.
        
*   **Hospitalization that prevents you from being able to travel**.
    
    *   Required documentation: A physician statement confirming you cannot travel due to an unexpected, serious illness or injury.
        
*   **Government-mandated obligations**. These include, but aren’t limited to, jury duty, court appearances, military assignments, and travel restrictions.
    
    *   Required documentation: A copy of the official notice for jury duty, court appearances, military assignment, or travel restrictions.
        
*   **Airline travel interruptions**.
    
    *   Required documentation: Documentation from the airline showing your flight was canceled or delayed. If baggage was lost, provide documentation of a lost baggage delay.
        

## Accepted extenuating circumstances that may not require documentation

*   **Natural disasters or severe weather incidents** that impact the delivery location or departure location. 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 issues tied to vehicle cleanliness, refer to Turo’s [Cleaning policy | Guests](https://help.turo.com/en_us/cleaning-and-disinfection-policy-or-guests-rkLCVVeVq)).
    
*   **Government, law enforcement, or military action, restrictions or advisories** that impede travel to the delivery location.