SPOD Cancellation & Refund Policy
Effective Date: [Insert Date]
This Cancellation & Refund Policy applies to bookings and eligible paid services made through Space On Demand (SPOD).
By completing a booking or purchasing an eligible SPOD service, you agree to this Policy together with the SPOD Terms & Conditions and Booking Policy.
1. General Principle
SPOD aims to provide a fair cancellation process for both Space Seekers and Space Providers.
Once a booking is confirmed, the Space Provider may reserve that space and turn away other potential customers. Refund eligibility therefore depends on when the cancellation is made, the length of the booking, and whether use of the space has already begun.
Any rights that cannot legally be limited under applicable federal, state, or local law will continue to apply.
2. 24-Hour Booking Grace Period
A Space Seeker may cancel a newly confirmed booking within 24 hours of confirmation and receive a full refund, provided that the scheduled booking begins at least 72 hours after the cancellation request.
This grace period does not apply to bookings made within 72 hours of the scheduled start time.
3. Short-Term Bookings
For bookings of less than 30 days:
Cancellation 7 or More Days Before Start
100% of the booking amount paid will be refunded.
Cancellation Between 72 Hours and 7 Days Before Start
50% of the booking amount paid will be refunded.
Cancellation Less Than 72 Hours Before Start
The booking is non-refundable.
No-Show
If the Space Seeker does not arrive or use the booked space without cancelling within the applicable period, the booking is non-refundable.
4. Long-Term and Monthly Bookings
A booking of 30 days or longer, including monthly and recurring arrangements, is treated as a long-term booking.
Before the Booking Begins
If cancelled:
- 14 or more days before the start date: full refund of amounts paid for the booking;
- 7–13 days before the start date: 50% refund of the first scheduled rental payment;
- Less than 7 days before the start date: the first scheduled rental payment is non-refundable.
Any prepaid future periods that have not yet begun will be refunded unless otherwise required by an agreed Space Agreement or applicable law.
5. Cancellation After a Long-Term Booking Has Started
Once occupancy or use of a long-term space has begun:
- payments relating to a completed or already-started rental period are generally non-refundable;
- cancellation of future scheduled payments will be subject to the applicable notice period and Space Agreement;
- the Space Seeker remains responsible for amounts that became due before a valid cancellation or termination took effect.
For example, where a booking is paid monthly, cancellation will not ordinarily create a refund for a month that has already commenced.
Any future payment obligations will depend on the agreed booking terms, applicable Space Agreement, and applicable law.
6. Space Provider Cancellation
If a Space Provider cancels a confirmed booking and the cancellation was not caused by the Space Seeker:
The Space Seeker will receive a full refund of amounts paid for the cancelled portion of the booking.
SPOD may also, where reasonably possible, assist the Space Seeker in locating an alternative space.
Repeated or unjustified provider cancellations may result in restrictions on the provider's account or listings.
7. Space Is Unavailable or Materially Different From the Listing
If a Space Seeker arrives and the space is:
- unavailable;
- materially different from its SPOD listing;
- inaccessible despite a confirmed booking;
- materially unsafe for the disclosed and agreed use; or
- otherwise unusable for reasons attributable to the Space Provider,
the Space Seeker should notify SPOD as soon as reasonably possible, preferably before using the space.
SPOD may request photographs, messages, documents, or other supporting evidence.
Depending on the circumstances, SPOD may approve:
- a full refund;
- a partial refund;
- alternative accommodation or space;
- account credit where offered; or
- another appropriate resolution.
Cases will be reviewed individually.
8. Problems Reported After Use Has Begun
A Space Seeker should report material problems promptly.
Continuing to substantially use a space after becoming aware of an issue may affect eligibility for a full refund.
Where only part of a booking was materially affected, SPOD may determine that a partial refund is more appropriate than a full refund.
9. Illegal or Unauthorized Use
No refund will ordinarily be provided where a booking is cancelled, suspended, or terminated because a Space Seeker:
- engaged in unlawful activity;
- materially misrepresented the intended use of the space;
- brought or stored prohibited goods or materials;
- violated applicable federal, state, or local law;
- violated material Space Provider rules; or
- created a serious safety or security risk.
Space Seekers and Space Providers remain responsible for conducting their own due diligence regarding the legality and suitability of the intended use.
SPOD does not guarantee that a particular activity, business use, item, or material is lawful in every jurisdiction.
10. Security and Damage Deposits
Security or damage deposits, where applicable, are separate from the normal booking price.
A refundable deposit will normally be returned after the booking ends, subject to:
- damage claims;
- missing property;
- additional cleaning where permitted;
- unpaid booking amounts;
- other deductions permitted under the applicable agreement; and
- applicable law.
Any deductions should be supported by reasonable documentation.
11. Featured Listing Purchases
Optional Featured Listing / Boost purchases are digital promotional services provided by SPOD.
Once a Featured Listing has been activated, the purchase is generally non-refundable, including where the listing receives fewer views, inquiries, or bookings than expected.
SPOD does not guarantee a minimum number of views, inquiries, leads, bookings, or revenue from a Featured Listing.
A full or proportionate refund may be issued where:
- SPOD is unable to activate the purchased boost;
- a technical failure attributable to SPOD prevents the promotion from operating for a substantial portion of the purchased period; or
- SPOD otherwise determines that a refund is appropriate.
If a Featured Listing purchase is cancelled before activation, SPOD may issue a full refund.
12. Schedule-a-Tour Requests
Submitting or cancelling a standard Schedule a Tour request does not create a booking unless a paid reservation has separately been confirmed.
Where no payment has been taken, no refund is required.
Any special paid tour arrangement will be subject to the terms disclosed before payment.
13. Duplicate or Incorrect Charges
If you believe you were:
- charged twice;
- charged an incorrect amount;
- charged after a valid cancellation; or
- charged without authorization,
contact SPOD promptly through Help & Support.
SPOD will review the transaction and issue any refund required where an error is confirmed.
14. Refund Method
Approved refunds will normally be returned to the original payment method used for the transaction.
SPOD may not be able to redirect a refund to a different card, bank account, or individual for security and compliance reasons.
15. Refund Processing Time
Once SPOD approves a refund, it will be submitted to the applicable payment processor as soon as reasonably practicable.
Refunds may take approximately 5–10 business days to appear, depending on the payment provider, issuing bank, payment method, and other factors outside SPOD's control.
16. Payment Disputes and Chargebacks
Users are encouraged to contact SPOD first if they believe a transaction is incorrect so that the issue can be investigated.
Nothing in this Policy limits rights a cardholder may have under applicable payment-card or consumer-protection law.
17. Exceptional Circumstances
SPOD may review exceptional circumstances on a case-by-case basis, including:
- serious emergencies;
- government restrictions;
- natural disasters;
- property becoming legally inaccessible;
- major infrastructure failures; or
- other circumstances that make performance of the booking impossible.
A refund is not automatic and will depend on the facts, documentation, applicable agreements, and applicable law.
18. Disputes Between Users
Space Seekers and Space Providers should first attempt to resolve booking issues through SPOD.
SPOD may assist with or mediate disputes on a case-by-case basis, but SPOD does not guarantee any particular resolution.
SPOD may review booking records, communications, photographs, payment information, and other relevant evidence when determining whether a refund should be issued through the Platform.
19. Applicable Law
Cancellation and refund rights may vary depending on the U.S. state and local jurisdiction applicable to the transaction.
Where applicable federal, state, or local law grants a User rights that are greater than those stated in this Policy, the applicable legal requirement will control.
20. Changes to This Policy
SPOD may update this Cancellation & Refund Policy from time to time.
The policy applicable to a confirmed booking will generally be the version presented when that booking was made, except where a change is required by applicable law.
21. Contact
For cancellation or refund assistance, please use the Help & Support section of SPOD or contact the Space On Demand support team through the contact information available at: