Peerspace Cancellation and Refund Policy

Last Updated: March 14th, 2019

Effective Date: April 1st 12:00am PST. This policy will govern all bookings confirmed after this effective date. For bookings confirmed BEFORE April 1st 12:00am PST please navigate to the section titled “Effective Policy For Bookings Confirmed Before April 1st 12:00am PST”.

This Cancellation and Refund Policy (“Cancellation Policy”) is incorporated into the Peerspace Services Agreement applicable to use of the Services and the Platform. Please read this policy carefully. You may not use the Services if you do not agree to this Cancellation Policy.

Peerspace is designed 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. 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 Policy covers all cancellations and refunds on the Platform. Both Guests and Hosts are subject to and must comply with this Cancellation Policy when cancelling a Booking.

We reserve the right to amend this Cancellation Policy for any reason and at any time by posting an updated version to our website as provided in the Peerspace Services Agreement. In the event of conflict between this Cancellation policy and the Peerspace Services Agreement, the Peerspace Services Agreement controls.

Please note, All Bookings are subject to Peerspace’s Grace Period policy which provides a full refund for Bookings cancelled within 24 hours from receipt of a Booking Confirmation but no later than 48 hours prior to the Event start time.. Peerspace shall have final say in any dispute between Hosts and Guests regarding the application of cancellation policies.

CANCELLATION POLICY CHOICES FOR HOSTS

We understand that every space is different and that a single cancellation policy does not fit all Booking circumstances. That’s why we provide a spectrum of options so that Hosts can choose the policy that works best for their space and business. Hosts must choose one of the following cancellation policies.

VERY FLEXIBLE

Guests may cancel their Booking until 24 hours before the event start time and will receive a full refund (including all Fees) of their Booking Price. Bookings cancellations submitted less than 24 hours before the Event start time are not refundable. See Additional Terms section below for more information.

FLEXIBLE

Guests may cancel their Booking until 7 days before the event start time and will receive a full refund (including all Fees) of their Booking Price. Guests may cancel their Booking between 7 days and 24 hours before the event start time and receive a 50% refund (excluding Fees) of their Booking Price. Booking cancellations submitted less than 24 hours before the Event start time are not refundable. See Additional Terms section below for more information.

STANDARD 30 DAY

Guests may cancel their Booking until 30 days before the event start time and will receive a full refund (including all Fees) of their Booking Price. Guests may cancel their Booking between 30 days and 7 days before the event start time and receive a 50% refund (excluding Fees) of their Booking Price. Cancellations submitted less than 7 days before the Event start time are not refundable. See Additional Terms section below for more information.

STANDARD 90 DAY

Guests may cancel their Booking until 90 days before the event start time and will receive a full refund (including all Fees) of their Booking Price. Guests may cancel their Booking between 90 days and 14 days before the event start time and receive a 50% refund (excluding Fees) of their Booking Price. Cancellations submitted less than 14 days before the Event start time are not refundable. See Additional Terms section below for more information.

Additional Terms

Cancellation Confirmation

A Booking is only officially cancelled once the Guest has received confirmation of the cancellation from Peerspace. See How to Cancel A Booking section below for more information.

Host Payouts

Host payouts will vary depending on the specific cancellation policy chosen by the Host and other circumstances. If Peerspace, in its sole discretion based on the applicable cancellation policy, determines a Guest is entitled to a refund, the Host payout will be calculated by deducting from the subtotal price of the Booking (which includes the Booking Price and any Host Add-ons Fees) any Peerspace Service Fees or Concierge Services Fees, and then reducing that amount by the percentage specified in the applicable cancellation policy. Cleaning Fees refunded to Guests will not be paid to Hosts. Payouts are typically made within 3 to 7 days after the cancellation is confirmed.

Taxes

Peerspace will refund any taxes we collect that are related to amounts refunded to guests. Any taxes due on the non-refundable portion of canceled Booking will be submitted to the appropriate tax authority.

Cleaning Fees

Cleaning Fees are fully refunded to Guests if cancellation of the Booking is confirmed before use of the Space.

Host Add-Ons

Host Add-Ons (excluding food or beverage services) are subject to the same cancellation policy as the Space. Food and Beverage cancellations are subject to the cancellation policy set by the Host at the time of confirmation of the Add-On.

Multi-Day Bookings

For multi-day and nonconsecutive-day Bookings, the deadline for cancellation set forth in the applicable cancellation policy shall apply to Event start time for each day in which the Space is Booked.

Calculating Cancellation Deadlines

All cancellation periods are calculated based upon local time for the Space.

Cancelling Vendor Services

Vendor cancellation policies vary based on the Vendor and are provided prior to Booking Vendor Services. If a Vendor does not provide a cancellation policy prior to Booking Vendor Services, the cancellation policy set by the Host will apply. Peerspace Services Fees and Concierge Services Fees are not refundable for Guest-initiated cancellations of Vendor Services.

Cancellations by Hosts or Vendors

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 losses incurred by Peerspace or the Guest associated with any cancellation, and all scheduled payouts for that Booking will be cancelled. In addition, Peerspace may issue Fines to Hosts and Vendors for cancellations. Peerspace may 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

A Host may be responsible for costs, expenses, and other losses, and be subject to Fines, if they make unexcused cancellations. A Host may be subject to the following as a result of an unexcused Host-Initiated Cancellation:

  • Displacement costs for Guests;
  • A Fine of the greater of $100 or 15% of the total price of the Booking.
  • Delisting of the Host’s Space if the Hosts cancels multiple Bookings within a six-month period;
  • Modifying the listing page description 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 6-months.

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

  • Peerspace determines that a Booking was accidentally accepted by a Host, so long as the Host cancelled within 2 hours of confirmation;
  • A Guest provides false or misleading information in a Booking request that materially affects the Booking or Event;
  • A Guest uses, or intends to use, a Space in a manner inconsistent or incompatible with the Space Description, the Booking Agreement, or other limitations agreed upon between the Guest and Host;
  • Inappropriate or illegal activity taking place during an Event;
  • A Host and Guest mutually deciding to cancel the Booking in accordance with this Cancellation Policy; or
  • Any excused cancellations.

Excused Cancellations

Peerspace may allow a Host or Guest to cancel a confirmed Booking due to extenuating circumstances and with short notice (an “Excused Cancellation”). Peerspace may require Guests or Hosts to provide evidence to support the Excused Cancellation. Where approved, Fees will be refunded in full to the Guest and no payout will be sent to the Host without Cancellation Fees or Fines. The following circumstances may be considered grounds for an 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-Initiated Cancellations

Peerspace may decide, in its sole discretion, that it is necessary or appropriate to cancel a confirmed Booking. Peerspace may cancel a Booking at any time prior to the Event start time and issue a full or partial refund to a Guest. When Peerspace initiates a cancellation, any refunds or payouts will vary depending on the circumstances that prompted the cancellation. Neither Peerspace nor any of the other parties to the cancelled Booking shall have any liability or obligation for any such Peerspace-initiated cancellations. The following are circumstances in which Peerspace my initiate a cancellation:

  • 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.

How to Cancel a Booking

To cancel a Booking, 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. For calculating refunds, submitted cancellation will be confirmed upon proper submission of a cancellation request to Peerspace. After submission, Peerspace may allow or require up to 48 hours to finalize the cancellation.

Rescheduled Bookings

When 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.

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. Rescheduling by Guests may result in additional Peerspace Service Fees.

Effective Policy For Bookings Confirmed Before April 1st 12:00am PST

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 effective.as 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.