Last update: 16th July 2023
Cancellation Policy for Tuuggo
Guest Cancellation (info for Guests)
Through Tuuggo website or mobile app, guests may cancel their trip, and the cancellation takes effect immediately. Depending on the situation, the guest can get a full refund, a partial refund, or no return at all. The date the guest cancels the trip, the duration of the trip, and the type of travel will all affect the total amount reimbursed.
Full refund: Free cancellation period and cancellation
Free cancellation period
– Within 25 hours of the booking.
Guests who book within 25 hours of their trip have one hour to cancel free of charge.
– Outside 25 hours of the booking.
If a guest wishes to cancel a scheduled trip, we recommend that they tell their host as soon as possible via Tuuggo messaging and complete the cancellation using the Tuuggo website or app.
If a guest requests a trip modification and the host agrees, the free cancellation period for the trip is not reset. It is still bound to the original booking time.
Cancellation for cleaning/disinfection concerns
If, upon checking the car at the start of the journey, guests have worries that it hasn’t been cleaned and disinfected, they may cancel free of charge and obtain a full refund. Guests are only entitled for a full refund if they do not accept the car, do not check in for the trip, and call Customer Support as soon as possible to report the problem.
Partial refund: Cancellations outside the free period and guest no-shows
Cancellations outside the free period
If a guest wishes to cancel a planned trip, we recommend them to contact the host as soon as possible via Tuuggo messaging and to execute the cancellation themselves via the Tuuggo website or app. Furthermore, the guest must provide a valid reason to the Tuuggo Support Team through email. Guests who cancel in this manner and do not fall within the free cancellation period will receive a partial refund. No refund will be available for the days of the booking that have already occurred.
We will refund the trip price minus half the average of one day’s trip cost, the protection plan, any Extras, any young driver fee, and half of any delivery fee for canceled trips of two days or less.
We will also refund the trip price minus the average of one day’s trip cost, the protection plan, any Extras, any young driver fee, and half of any delivery fee for canceled trips lasting more than two days.
IN BOTH CASES, HANDLING FEES WILL NOT BE REFUNDED.
A guest no-show occurs when a guest fails to cancel and fails to appear for the trip within 30 minutes of the trip’s planned start time.
A passenger who arrives at a trip without a license, with an invalid license, or who sends a another driver in their place is likewise considered a no-show.
No-show excursions will be canceled by Tuuggo or the host, and the guest will get a partial refund.
We will refund the guest in full minus 75% of one day’s average trip price for no-show excursions lasting no more than two days.
For more than two days, the guest will have a penalty of two days’ average trip price/trip fee combined.
Fees and other extras will not be refunded.
Trips canceled by host, host no-shows, and trips cancelled by Tuuggo
Host related canceling and host no-shows
Funds from a canceled or no-show trip will be accessible for less than 24 hours following the hour of cancellation so that a guest can rebook their trip.
Customer Service is accessible 24 hours a day, 7 days a week to assist guests with rebooking. If the money is still unclaimed after 24 hours, we will give a complete refund.
Guests who do not wish to rebook and do not wish to wait 24 hours for Tuuggo to give a refund may request a refund by email.
Trip cancellation by Tuuggo
Flight delays or flight cancellations
If a guest’s flight is delayed or canceled, they must notify their host and seek a trip adjustment for a new start time. If the host is unable or unwilling to accept a revised start time and the trip must be canceled, Tuuggo will offer a full refund to the guest if they have messaged their host and provided evidence. Specifically, passengers must notify the host of any airline delays or cancellations at least one hour before the scheduled start time of the Tuuggo trip. They must submit proof demonstrating the flight issue, such as a screenshot from the airline’s mobile app or website. To be eligible for this cancellation policy, the guest must notify Tuuggo of a flight delay or cancellation at least 24 hours before the trip’s scheduled start time. This restriction does not apply if the guest’s flight is canceled or delayed more than three days before the trip’s start time.
Lost baggage delays
Host cancellation (info for Hosts)
Host cancellation and host no-shows
Canceled by guests and guest no-shows (info for Hosts)
Trips canceled by guests outside the free cancellation period
If a guest fails to cancel and doesn’t show up for the trip within 30 minutes of the trip’s scheduled start time, it’s a guest no-show or if a guest shows up to a trip with no license, with an invalid license, or who sends their additional driver in their place is a guest no-show.
Handeling fees will not be refunded.
Trip cancellation by Tuuggo
Protection plans and other extras
Protection plan costs, half of any delivery fee, and any Extras or young driver fee costs are always refunded to the host if the trip is canceled by Tuuggo, or if the guest fails to show up for the trip.