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Turo vs Enterprise Rent-A-Car Refund Process
Side-by-side comparison of refund processs, conditions, and refund timelines.·Last updated: 2026-03-19
Refund Conditions
Turo
- **Full Refund Eligibility:** Guests receive a full refund if they cancel during the free cancellation period (up to 24 hours before trip start, or one hour after booking if booked within 24 hours of trip start).
- Full refunds are also issued if a non-refundable trip is canceled within a 24-hour grace period after booking.
- Guests receive a full refund if the host cancels the trip, or if the host is a no-show (doesn't show up within 30 minutes of the scheduled trip start).
- If Turo cancels a trip (e.g., due to license or verification issues, or by the trust and safety team), a full refund is automatically triggered.
- Guests are eligible for a full refund if, upon inspecting the vehicle at trip start, they have concerns about cleanliness or safety, do not accept the vehicle, do not check in, and immediately contact Customer Support to report the issue.
- A full refund is provided if the cancellation results from a mutual agreement between the host and guest, supported by evidence.
- **Partial Refund Eligibility:** Guests receive a partial refund if they cancel a trip outside the free cancellation period.
- A partial refund is issued if a guest no-shows for a trip.
- Guests in the United States who do not complete post-booking steps within the required timeframe will have their trip canceled and receive a partial refund.
Enterprise Rent-A-Car
- Reservation must have been prepaid; non‑prepaid bookings incur no cancellation fee but are not eligible for a prepaid refund.
- Cancel more than 24 hours before pick‑up to receive a full refund minus a $50 cancellation fee; cancel less than 24 hours before pick‑up to receive a full refund minus a $100 fee.
- No‑show (failure to pick up a prepaid reservation) results in a $100 fee and only the remaining balance is refunded.
- Refunds are reduced or denied if additional charges exist (fuel replacement, vehicle damage, late return) after the rental is closed.
Refund Steps
Turo
- To cancel a trip as a guest, open the 'Trips' tab in the Turo app, tap the 'Manage trip' button (or 'Change trip' on the trip Details page), and then tap 'Cancel trip'.
- Guests are encouraged to notify their host via Turo messaging as soon as possible when canceling a trip.
- If a host cancels, guests are notified and can choose to rebook with the available funds or await an automatic refund within 24 hours if not used for rebooking.
- For cancellations due to accepted extenuating circumstances, guests must contact Turo support and submit required documentation.
- To dispute a charge or address a concern, guests should contact Turo directly rather than filing a chargeback with their payment provider.
Enterprise Rent-A-Car
- Locate the reservation number, first name, and last name used at booking.
- Visit Enterprise’s “Change/Cancel Reservation” page or call 1‑855‑266‑9289 to initiate the cancellation.
- Select “Cancel reservation,” confirm the cancellation, and note any displayed cancellation fee.
- Receive a confirmation email that details the refund amount and method.
- Wait for the refund according to the processing times; if not received, contact the rental location directly.
Refund Methods
Turo
- Refunds are generally issued back to the original payment method used for the booking.
- In cases where a host cancels, funds from the canceled trip may be temporarily held for 24 hours to expedite rebooking, or they can be returned directly to the guest's bank account, based on the guest's choice.
- For agreed-upon reimbursements or refunds from a host for inconvenience issues, Turo support can use the host's funds to issue the refund once a written agreement is obtained via Turo messaging.
Enterprise Rent-A-Car
- Original credit or debit card – the authorization is released or the deposit is refunded to the same card used at rental pick‑up.
- Cash, check, or money‑order payments – any refundable amount is sent by mailed check within 20 business days after the rental is closed.
Partial Refunds
Turo
- If a guest cancels a trip two days or shorter outside the free cancellation period, the refund is the trip price and trip fee minus half of one day's average cost.
- If a guest cancels a trip longer than two days outside the free cancellation period, the refund is the trip price and trip fee minus one day's average cost.
- In cases of partial refunds, the protection plan, Extras, and any young driver fee are always fully refunded.
- If delivery was added to the trip, half of any delivery fee is refunded for partial cancellations.
- Guest no-shows result in a partial refund, with specific deductions based on trip length.
Enterprise Rent-A-Car
- If the total reservation amount is less than the applicable cancellation fee, no refund is issued.
- Deposits may be partially refunded if fuel, damage, or late‑return fees are applied after vehicle return.
Dispute Process
Turo
- Turo's Terms of Service prohibit guests from disputing charges by filing chargebacks with their payment provider.
- If a guest has a question or concern about a charge, they should contact Turo directly.
- Filing a chargeback will result in account restrictions and prevents Turo from issuing a refund while the dispute is under review by the payment provider, which can take up to 90 days.
- Turo may lift account restrictions and allow a refund if the guest contacts their payment provider to cancel the chargeback.
- To dispute a damage claim, guests should contact Turo's Claims team. The damage claim resolution process includes confirming damage, determining claim eligibility (up to 3 business days), securing a damage estimate, and charging the payment card for any owed balance.
- Hosts must report damage no more than 24 hours after a trip ends to initiate the damage resolution process.
Enterprise Rent-A-Car
- Call the branch where the vehicle was rented to review the charge and request clarification.
- If the issue is not resolved, contact Enterprise Customer Care (1‑855‑266‑9289) for escalation.
- Customers may also initiate a chargeback with their card issuer after Enterprise has been given a reasonable opportunity to address the dispute.
Additional Notes
Turo
- The cancellation period for a trip is based on the vehicle's time zone.
- Approved trip modifications do not reset the free cancellation period, which remains tied to the original booking time.
- In cases where a host asks a guest to cancel a trip, the guest should inform the host that Turo requires the host to cancel to avoid potential cancellation fees for the guest.
- Turo has an Extenuating Circumstances policy that may excuse cancellation fees for guests facing unforeseen events like death or severe illness of immediate family, hospitalization, government-mandated obligations, airline travel interruptions, natural disasters, or epidemics/pandemics, typically requiring documentation.
Enterprise Rent-A-Car
- Reservations made through third‑party websites must be cancelled through the same third‑party site; Enterprise cannot modify or cancel those bookings.
- All refunds are issued to the original form of payment used at the time of rental, and a copy of the rental receipt may be required for verification.