Peerspace Cancellation and Refund Policy

Last Updated: January 31st, 2019

Peerspace designed the Platform and Services to help Hosts and Guests efficiently and conveniently complete Bookings. Every Booking is a Host’s commitment to make a Space available to a Guest who has properly Booked a space. When Guests cancel Bookings, the Host’s ability to Book that Space during that time becomes increasingly difficult because other interested Guests may have already made other plans. When Hosts cancel Bookings, Guests’ events and plans can be severely impacted and may require intensive logistical support from Peerspace. Nonetheless, plans may change, requiring Guests or Hosts to cancel Bookings on occasion.

This Peerspace Cancellation and Refund Policy ("Policy") covers all cancellations or refunds for Fees paid on the Platform, which are identified in the Fees Overview. Both Guests and Hosts agree that they are subject to and will comply with the terms, conditions, and procedures of this Policy when cancelling a Booking. This Policy is part of and uses words and phrases defined in the Peerspace Services Agreement. If you have any questions about this Policy, please contact us.

This Policy is a binding part of the Peerspace Services Agreement applicable to use of the Services and the Platform. Please read this Policy carefully. You may not use the Platform or Services if you do not agree to this Policy.

Peerspace may issue payments to Hosts, withhold refunds to Guests, or collect cancellation Fees from Hosts in accordance with this Policy. We reserve the right to amend this Policy for any reason and at any time by posting an updated version to our website as provided in the Peerspace Services Agreement.

Guest-Initiated Cancellations

Guests will receive a full refund if they cancel a Booking within 48 hours after the Booking is confirmed by the Host, provided the cancellation is made no later than 1 week (168 hours) before the scheduled start time of the Booking (“Start Time”). Otherwise, Guests will incur a cancellation charge that includes Peerspace’s Processing Fee and a portion of the Booking Price (collectively a “Cancellation Fee”) All cancellations must be submitted through the Platform in order to be deemed follows:

Cancellation DateGuest RefundHost Payout
90+ calendar days prior to Booking start time75%, minus Processing Fee25%, minus Peerspace Service Fee
89-30 calendar days prior to Booking start time50%, minus Processing Fee50%, minus Peerspace Service Fee
29-8 calendar days prior to Booking start time25%, minus Processing Fee75%, minus Peerspace Service Fee
7 calendar days or less prior to Booking start timeNon-refundable100%, minus Peerspace Service Fee

Refunds to Guests will be applied after the cancellation is finalized. Payouts to Hosts will be made within 7 days following the Start Time of the cancelled booking. If a Host receives a new Booking for the Space at the same time as the cancelled Booking, Peerspace may elect to return all or a portion of the payout otherwise payable to the Host as part of the cancellation back to the Guest.

Where Guests cancel a portion of a multi-day Booking, the Fees and refunds will only apply to the specific dates cancelled. Guests may be able to update a Booking time without penalty where a Host agrees to the new timing.

Host- or Vendor-Initiated Cancellations

Any Host- or Vendor-initiated cancellations will be fully refunded to the Guest (including any Fees paid). The Host or Vendor cancelling the Booking will be responsible for costs incurred by Peerspace or the Guest associated with any cancellation, and any scheduled payouts for that Booking will be cancelled. In addition, Peerspace may issue Fines to Hosts or Vendors for cancellations and may (i) deduct or debit any Fines from amounts that would otherwise be payable, or (ii) invoice such Fines to be paid within seven (7) days.

Fines for Host Initiated Cancellations

Confirmed Bookings that are cancelled in whole or part by a Host are subject to the following:

  • In addition to being responsible for the displacement costs Peerspace or the Guest may incur as a result of a Host-initiated Cancellation, unexcused cancellations will result in a Fine of the greater of $100 or 15% of the total Booking cost. This Fine may be either charged to a payment method linked to your account or deducted or debited from any amounts otherwise payable to you.
  • Cancellation of multiple bookings within a 6-month period may result in delisting or modifying the description of your Space to include publicly available information about previous cancellations, or suspension or termination of your Account.
  • Hosts that have earned “Power Host” designation will forfeit that designation and any associated benefits after 1 cancellation for no less than a 6-month period.

Peerspace may, but is not obligated to, waive Fines for Host-initiated cancellations under the following circumstances:

  • Accidental acceptance of a Booking cancelled within 2 hours of confirmation;
  • Guests providing false or misleading information in Booking request;
  • Guests suggesting their use of a Space in a manner inconsistent with the Description, the Booking Agreement, or other limitations agreed upon between the Guest and Host;
  • Inappropriate or illegal activity taking place during a Booking;
  • A Host and Guest mutually deciding to cancel the Booking with a full refund of the Booking cost to the Guest; or
  • Any excused cancellations.

Excused Cancellations

In rare instances, it may be necessary to cancel a confirmed Booking due to extenuating circumstances under short notice for one of the situations identified below (“Excused Cancellation”):

  • Unexpected death or serious illness of a Host, Guest, or immediate family member of either;
  • Serious injury that directly restricts a Guest’s ability to travel or a Host’s ability to provide the Booked Space;
  • Significant natural disasters or severe weather incidents triggering a state of emergency that directly impact use of a Space or the Guest’s ability to travel to the Space;
  • Urgent travel restrictions or severe security advisories issued after the time of Booking, by an appropriate government office or agency;
  • Severe property damage or unforeseen maintenance issues that directly impact the safe use of the Space; or
  • Legal, municipality, or utility injunction or order that directly restricts use of or access to a Space.

Peerspace may require Guests or Hosts to provide evidence to support the Excused Cancellation. Where approved, the Booking Fees will be refunded in full to the Guest and no payout will be sent to the Host without Cancellation Fees or Fines.

Peerspace-Initiated Cancellations

Peerspace may decide, in its sole discretion, that it is necessary or desirable to cancel a confirmed Booking and issue a full or partial refund to a Guest for:

  • An Excused Cancellation;
  • The removal of a Host or Space from the Platform prior to the Start Time;
  • Any actual or potential illegal or unauthorized activity;
  • Risk of harm or safety concerns;
  • Failure to provide proof of insurance, including event or film production insurance, when requested by Peerspace;
  • Any violations of the Community Guidelines; or
  • Any other reason.

Where Peerspace initiates a cancellation, any refunds or payouts will vary depending on the circumstances that prompted the cancellation. You understand and agree that neither Peerspace nor any of the other parties to the canceled Booking shall have any liability or obligation for any such Peerspace-initiated cancellations.

Cancellation of Vendor Services

Fees for cancellation of Vendor Services vary based on the Vendor and are provided at the time the request for Vendor Services are Booked. If a cancellation policy is not provided for your Vendor Services, the Cancellation Fees for Spaces listed above will apply, depending on whether the cancellation is Host, Guest or Peerspace initiated. While Vendor Fees refunds are managed by this cancellation policy, Guest Fees and Concierge Services Fees are not refundable for Guest-initiated cancellations of Vendor Services.

How to Cancel a Booking

To cancel a Booking you must submit a request to cancel using the “Cancel Booking” designations on the Platform (mobile app or website). Cancellation requests cannot be submitted through messages, phone calls, chats, or emails to Peerspace. If you are unable to locate the Cancel Booking icons on the Platform, please contact our Customer Experience Team.

Submitted cancellation requests may be delayed up to 48 hours to allow either party to reconfirm, reschedule, or finalize the cancellation. After such period, the cancellation will be finalized.

Rescheduled Bookings

Where approved by Peerspace, a Guest or Host may have an opportunity to reschedule that Booking. Any rescheduled Bookings must be:

  • For substantially the same duration as the original Booking, according to the Host’s approval;
  • Confirmed prior to the original Start Time;
  • Rescheduled for a time within 90 days of the original Start Time; and
  • Only rescheduled once.

Any rescheduled Bookings are non-refundable once confirmed. Any successive rescheduling attempts or failure to successfully reschedule a Booking within the conditions above will result in a cancellation of the Booking, subject to the Cancellation Fees or Fines identified in this Policy, depending on the initiating party. Any rescheduling by Guests may be subject to an additional Processing Fee payable to Peerspace.