1. Listing cancellation presets
Each listing displays a cancellation preset (for example Standard or Flexible) and optional owner notes. Presets describe how cancellations and refunds are handled for that listing.
2. Before owner acceptance
If an owner has not accepted a booking request, the renter may cancel without charge in most cases. Checkout sessions expire if payment is not completed within the platform checkout window.
3. After confirmation
Once a booking is confirmed, cancellation outcomes depend on the listing preset, timing, and whether the owner agrees to an exception. Refunds, if any, are processed according to the preset and our Payments & Payouts Policy.
4. Owner declines
If an owner declines a request, the renter is not charged for that booking. Any authorised hold is released according to Stripe timelines.
5. No-shows and late returns
Failure to pick up or return items as agreed may be treated as a fulfilment issue and handled under our Disputes & Damage Policy.