Refunds
The amount and timing of a refund depends on the specifics of your circumstances. Once Turo initiates a refund, you’ll need to allow extra time for your payment issuer provider or third-party finance service to process and return the funds to you.
Refunds vs authorization releases
When you book a trip, we’ll authorize the charge amount but won’t immediately charge your payment method. When we’ll process the charge depends on the payment option you chose for your trip. If you cancel before we process the charge, we’ll release the authorization hold, and no charge will appear on the statement from your payment provider.
Refunds for trips canceled by guests
Fully refundable trips
We’ll refund the total amount if you cancel your trip during the free cancellation period — 24 hours before your trip starts or one hour after booking if you booked less than 25 hours in advance. We base the cancellation period on the vehicle’s time zone. If you make any changes to your trip, the free cancellation period remains tied to the original booking time.
We’ll refund you in part if you cancel your trip outside the free cancellation period, depending on the length of the trip. We’ll always fully refund your protection plan, any Extras, and young driver fees.
- For trips two days or shorter, we’ll refund the trip price and trip fee minus half of the average of one day’s cost
- For trips longer than two days, we’ll refund the trip price and trip fee minus the average of one day’s cost
Non-refundable trips
We’ll refund you in full if you cancel a non-refundable trip within the 24-hour grace period after booking. We’ll be unable to refund any costs, except for a security deposit, if you cancel outside this free cancellation period.
Pay over time trips
If you choose “Pay over time” and finance your trip through a third-party service, we’ll issue a refund amount in line with Turo’s cancellation policy and send that amount to the third-party service that financed your trip. They’ll determine what amount to return to you based on the terms and status of your payment plan. Turo has no information about agreements between guests and their third-party finance provider. Direct all questions about the timing of your refund to them.
Cancellations due to unclean or unsafe vehicle
We’ll refund you in full for a vehicle you believe wasn’t cleaned only if you don’t accept the vehicle, don’t check in for the trip, and contact us immediately. If the vehicle is a Turo Go car, don’t complete trip check-in, and be sure to contact us no more than two hours after the scheduled trip start to receive a full refund.
Note: Exceptions to refund amounts may apply for travel delay, cancellation, lost baggage, safety issues tied to vehicle cleanliness, or other extenuating circumstances.
Other refunds
Refunds for cancellations and host no-shows
If your host cancels or doesn’t show up, or in the rare instance that Turo has to cancel your trip, we’ll refund you in full.
Refunds for trip changes
If you change a refundable trip and it results in a lower cost, our system will automatically refund you the difference. If your request is declined or expires without a response, the trip and its cost will remain as originally booked. If you change a non-refundable trip, you won’t receive a refund.
Refunds for security deposits
We’ll issue a full refund of your security deposit 80 hours after the trip ends as long as there are no reports of vehicle damage and no eligible unpaid reimbursement invoices.
Refunds from hosts
You can request a reimbursement or refund for the inconvenience issues or expenses you have agreed upon with your host. Costs incurred as a normal part of a trip, such as refueling, paying tickets, paying tolls, or policy violations, aren’t eligible for reimbursement from your host.
Contact your host to get their agreement in writing in Turo messaging to reimburse or refund you for a certain amount. Once you have their agreement, chat directly with customer support. Follow these links to chat with an agent in the US, Australia, Canada, or the UK.
The support agent will check for the host’s agreement in Turo messaging and use the host’s funds to reimburse or refund you for the agreed-upon amount. If there’s no agreement in Turo messaging, the agent won’t be able to help. You and your host will have to work out the issue between you.
When will I get my refund?
If you or your host cancels a trip, you can choose to rebook using funds from your canceled trip. If you choose not to rebook, we’ll issue your refund within 24 hours. If you paid a security deposit on your trip, we’ll issue a refund 80 hours after the trip ends as long as there are no reports of vehicle damage and no eligible unpaid reimbursement invoices.
Once we issue a refund to your payment method, your bank or credit card company will process it according to their own timeline. Refunds from banks and credit card companies often follow these general timelines; however, contact your payment provider for information about your specific refund.
- Apple Pay and Google Pay: Three to 10 business days, depending on the payment method
- Credit cards: Three to five business days
- Debit cards (including Revolut): 10 business days
- Third-party finance service: Contact the service that financed the trip for refund timing
Note: Only your payment provider can see the status of your refund once we’ve issued it on our end. Turo agents can’t see the status or expedite a refund. If you don’t receive your funds within 10 business days, tap or click “Contact Us” below to request more refund documentation you can present to your payment provider.
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