# Extenuating circumstances policy | Hosts > 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 be Source: https://help.turo.com/en_us/extenuating-circumstances-policy-or-hosts-ry6ZL4gV5 Last updated: 2026-04-22T18:09:52.858Z ## Policy  The Extenuating circumstances policy covers certain unexpected events outside your control that may make it unsafe or impossible for you to fulfill a trip. This policy outlines the accepted extenuating circumstances that may result in Turo excusing the cancellation fee for hosts, protecting your performance metrics, and helping your guest rebook if the reason for cancellation meets Turo’s definition of an accepted extenuating circumstance.  #### **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 area qualify, take steps to communicate with Turo and your guest.  * **US hosts only:** Check your email and your trips in the Turo app for any messages about a public emergency. * Contact customer support as soon as you believe an event may affect a safe drop-off or pickup, limit access to the vehicle, or prevent you (or your guest) from reaching the pickup/return location. * Tap the "Get help" button below to reach our AI assistant who can help or connect you to an agent. * Contact your guest to explain the situation and direct your guest to contact Turo as soon as possible to change, cancel, or extend a trip due to extenuating circumstances. * If your guest reports being impacted but you do not see issues locally, remember that closures or restrictions along the guest’s route or in nearby areas may still affect safety. Advise the guest to contact Turo so we can review the situation and advise on next steps. **Note:**  When an extension for extenuating circumstances is applied, the original mileage limits remain in effect, and Turo typically extends just the return time. Host earnings may not increase for that covered period. If there’s a dispute, Turo will review based on the original terms and the circumstances. ### 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 accommodate the trip.** * Required documentation: A physician statement confirming you cannot host 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. ## 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. If you have an in-progress trip, we’ll proactively notify you if we’ve extended a guest’s trip to ensure the safe return of your vehicle. * **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 | Hosts).](https://help.turo.com/cleaning-and-disinfection-policy-or-hosts-B1PrUNe49)  * **Government, law enforcement, or military restrictions or advisories** that impede travel to the delivery location. ## Violations If you [cancel a trip with your guest](https://help.turo.com/canceling-a-trip-with-your-guest-HkkzLVlE5) for reasons other than those listed as accepted extenuating circumstances, we’ll post an automatic review on your account and may charge you a cancellation fee.  **Note:** If you receive a negative review tied to an event that meets Turo’s definition of an extenuating circumstance, Turo will typically review it automatically for removal. If the review is not removed automatically, you can [request its removal](https://help.turo.com/contact/review-removal-ByGFs3kZle).