Cancellation service N°1 in Australia
Contract number:
To the attention of:
Cancellation Department – Turo
13 Weld St
7004 South Hobart
Subject: Contract Cancellation – Certified Email Notification
Dear Sir or Madam,
I hereby notify you of my decision to terminate contract number relating to the Turo service. This notification constitutes a firm, clear and unequivocal intention to cancel the contract, effective at the earliest possible date or in accordance with the applicable contractual notice period.
I kindly request that you take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper receipt of this request;
– and, where applicable, send me the final statement or balance confirmation.
This cancellation is sent to you by certified email. The sending, timestamping and integrity of the content are established, making it equivalent proof meeting the requirements of electronic evidence. You therefore have all the necessary elements to process this cancellation properly, in accordance with the applicable principles regarding written notification and contractual freedom.
In accordance with the Consumer Rights Act 2015 and data protection regulations, I also request that you:
– delete all my personal data not necessary for your legal or accounting obligations;
– close any associated personal account;
– and confirm to me the effective deletion of data in accordance with applicable rights regarding privacy protection.
I retain a complete copy of this notification as well as proof of sending.
Yours sincerely,
15/01/2026
How to Cancel Turo: Step-by-Step Guide
What is Turo
Turo is a peer-to-peer car sharing marketplace that connects vehicle owners (hosts) with people who need short-term car access (guests). The platform acts as an intermediary: hosts list vehicles, set prices and availability, and guests reserve trips for specified dates and distances. Turo does not own the cars; hosts retain responsibility for registration and most vehicle maintenance while Turo provides marketplace infrastructure and optional protection plans. Hosts can choose between tiered protection plans that alter their take rate and deductible, and there is no standard monthly membership fee to list a vehicle.
How cancellations typically work for Turo
Turo’s guest refund framework is trip-based rather than subscription-based: most bookings are refundable up to a specific pre-trip window and some discounted bookings may be non-refundable. The standard rule commonly shown by Turo is a full refund if cancelled up to 24 hours before the trip start; bookings made with less than 24 hours notice often include a one-hour free cancellation window after booking. If cancellation occurs after those windows, a cancellation fee or partial loss of the trip amount is typically applied.
From a financial perspective, the timing of cancellation determines whether you recover the vehicle cost, extras and any trip protections you purchased: protection fees and host payouts are calculated per trip and may not be prorated in the same way as marketplace fees. Expect refunds to follow the original payment method and to be subject to payment-processor timing.
Customer experiences with cancellation
What users report
Public reviews and forum threads show a mix of outcomes: some guests report straightforward refunds within the advertised windows, while others report delays, disputes over non-refundable discounts and friction when a host cancels at short notice. One user wrote: "I was told after cancelling I had forfeited an entire month's booking."
Hosts report that protection-plan rules, inspection timing and reporting deadlines can materially affect reimbursement outcomes after a cancelled or shortened trip. Several threads emphasise that protection products in Australia are structured differently from standard insurance and may be administered by a discretionary mutual.
Recurring issues and practical takeaways
From a budget optimisation viewpoint, the recurring consumer signals are: read the trip terms before accepting a discounted fare, check which protection plan was active on the booking, and be aware that late host cancellations can cause delays in refunds or temporary holds on funds while rebooking is arranged.
Practical takeaway: where a refund is financially significant, plan alternatives (cheaper options or backup bookings) and document everything that influences refund eligibility, since processing can take several business days.
Subscription plans and pricing overview for Turo
Turo does not operate a single monthly membership fee for guests in the way traditional car-share services do; pricing is trip-based and protection options vary by role (host vs guest). For hosts, Turo offers three protection plan structures that materially change host revenue share and deductible exposure.
| Plan or feature | Key details |
|---|---|
| Host protection - 65 plan | Host take rate: 65% of the price set by host; deductible: A$0; includes loss-of-income and wear-and-tear reimbursements. |
| Host protection - 75 plan | Host take rate: 75%; deductible: A$500; includes legal liability protection. |
| Host protection - 90 plan | Host take rate: 90%; deductible: A$1,200; higher take but higher deductible and fewer loss-of-income benefits. |
| Guest trip pricing | Varies by listing, dates and extras; protection options for guests are priced per trip and differ by level and vehicle value - see trip summary at booking for active fees. |
Note: the listed deductible amounts and take rates are presented in A$ and reflect the published host plan structure; guest protection pricing is variable and trip-specific.
| Service | Membership / fee model | Cancellation cost note |
|---|---|---|
| Turo | No standard monthly listing fee for hosts; guest pricing per trip; protection fees vary. | Typical full refund up to 24 hours before trip start; other conditions and non-refundable discounts apply. |
| GoGet (example competitor) | Membership model with joining fee or monthly plan; pay‑as‑you‑go rates for use. | Membership and booking rules differ; compare notice windows before booking. |
| Flexicar (example competitor) | Pay-per-use and membership options; pricing model differs from Turo. | Cancellation and refund rules depend on membership type and booking channel. |
Documentation checklist
- Booking confirmation: retain trip ID, vehicle listing snapshot and invoice.
- Payment receipts: original transaction record showing amounts, fees and protection charges.
- Time-stamped evidence: screenshots or logs showing booking time, cancellation time and any on-screen notices about non-refundable discounts.
- Communication record: saved messages and timestamps exchanged with the host and the platform (where applicable).
- Vehicle condition proof: photos or video taken at pick-up and return showing odometer and any damage.
- Bank statements: entries showing charges, refunds and pending holds.
- Protection plan details: the PDS or terms that apply to the trip, including deductible and exclusions.
Common pitfalls and mistakes to avoid
- 1. Assuming all bookings are refundable - some discounted trips are non-refundable.
- 2. Missing the free cancellation window and expecting a full refund afterwards.
- 3. Not verifying which protection plan applied to the trip before cancelling or before accepting liability for damage.
- 4. Failing to document vehicle condition at both ends of the trip, which complicates disputes.
- 5. Relying on instant refunds - processing times and temporary holds are common, especially when hosts cancel.
Billing, refunds and disputes
Refunds are normally returned to the original payment method, but timing depends on the payment processor and your card issuer. If a host cancels, Turo may temporarily hold funds while it helps rebook or processes the refund. Expect multiple business days for settlement and for any protection reimbursements.
From a financial advisory view: track posted and pending transactions in your statement, treat temporary holds as liquidity events, and if a refund does not appear within the expected time-frame escalate through formal dispute channels available via your card issuer. Keep the documentation checklist ready to support any chargeback or formal dispute claim.
Short note on consumer rights that matter for Turo
Consumer guarantees under Australian law can apply to online booking services. If Turo or a host fails to provide the service with due care and skill, or if there is a major failure to supply the booked service, consumers may be entitled to cancel and claim a refund for the unused portion or compensation for reduced value. These statutory rights cannot be excluded by contract.
Separately, protection plans offered on the platform in Australia are administered via discretionary mutual structures rather than traditional insurance in some cases; that affects how claims are assessed and paid. Read the plan terms carefully to understand exclusions, reporting deadlines and how decisions are made.
How to approach a refund-minded cancellation from a financial perspective
Analyze the value at stake: compare the refundable amount vs the cost of rebooking last-minute alternatives. If the refunded sum covers only part of your replacement cost, quantify the net loss before pursuing escalation. Use timelines: note the booking time, cancellation time and expected refund window to calculate temporary cash flow impact.
In terms of value, if the trip protection cost was material and the service delivery failed, the total recoverable amount may include both the trip cost and certain ancillary fees; document every component to support a claim.
What to do after cancelling Turo
Immediately reconcile your bank and card statements against the documentation checklist and record the expected refund date. If a refund is delayed beyond reasonable processing times, prepare the documentation listed above before initiating a formal dispute or chargeback with your payment provider.
As next steps, consider re-evaluating vehicle sourcing strategies to reduce future cancellation exposure: compare pay-per-trip marketplaces, short-term rentals and traditional rental rates in terms of headline cost, cancellation flexibility and protection inclusions. Use the data from your cancelled trip to inform whether a different provider or different protection level would have been more cost effective.