# Guest trip start failures

> Your host may report you as a guest no-show in any of the situations listed below. If your host does so, we'll cancel the trip and may issue a partial refund.

Source: https://help.turo.com/en_us/guest-trip-start-failures-HJUfENeVq

Last updated: 2026-09-15T18:04:49.247Z

This article explains Turo policies when a primary guest fails to appear for a booked trip or does not meet license or verification requirements. It outlines the specific criteria for a failed trip start and provides details on refunds. 

## Scenarios resulting in a trip start failure by a guest

Turo will consider a guest to have failed their trip start under these circumstances:

*   **Trips timing (US, Canada, and the UK):** The guest does not cancel the trip and fails to appear within 2 hours of the trip’s start time.
*   **Trips timing (Australia and France):** The guest does not cancel the trip and fails to appear within 30 minutes of the trip’s start time.
*   **Authorized driver policy:** The guest sends anyone else, including an approved additional driver, to pick up the vehicle at trip start.
*   **License requirements:** Guest does not provide a valid driver’s license accepted by Turo.
*   **Verification requirements:** Guest does not upload a driver’s license for host confirmation within one hour of the trip start time, and host is unable to meet in person to confirm the license.

## Refunds for guest trip start failures

If a host reports a trip start failure, Turo will cancel the trip. Non-refundable trips are ineligible for a refund. Refundable trips are eligible for a partial refund depending on trip length. 

*   **Refundable trips (2 days or shorter):** Turo will refund the trip price and trip fee minus 75% of one day’s average cost. Turo will also refund Extras, enhanced roadside assistance, protection plan, security deposit, young driver fees, and 50% of delivery costs. 
*   **Refundable trips (longer than 2 days):** Turo will refund the trip price and trip fee minus the average cost of two days. Turo will also refund Extras, enhanced roadside assistance, protection plan, security deposits, young driver fees, and 50% of delivery costs.