LoftOfSpace Cancellation and Refund Policy

For information regarding LoftOfSpace's updated terms in light of coronavirus (COVID-19), please navigate to the headings below for "Excused Cancellations," "Policy for Cancellations Due to COVID-19," "LoftOfSpace-Initiated Cancellations” and “LoftOfSpace Credits."

This Cancellation and Refund Policy ("Cancellation Policy") is incorporated into the LoftOfSpace 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 and Refund Policy

LoftOfSpace 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 LoftOfSpace. Nonetheless, plans may change, requiring Guests or Hosts to cancel Bookings on occasion.

This LoftOfSpace 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 LoftOfSpace Services Agreement. In the event of conflict between this Cancellation policy and the LoftOfSpace Services Agreement, the LoftOfSpace Services Agreement takes precedence. The only terms applicable to any Cancellation are those then currently in effect at the time the booking is made, or at the time of any subsequent amendments to a booking.

Please note, All Bookings are subject to LoftOfSpace'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 i.e. Bookings confirmed less than 48 hours prior to Event start time are not subject to this Grace Period. LoftOfSpace shall have final say in any dispute between Hosts and Guests regarding the application of cancellation policies as outlined in Section 4 of the LoftOfSpace Services Agreement.

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 which will be clearly displayed to you when setting up or editing your Space and Listing details.

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. Where this policy is applied, any Booking made within 30 days before the event start time will only be eligible for a 50% refund (excluding Fees) of their Booking Price if cancelled 7 or more days before the event, otherwise the Booking will be non-refundable.

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. Where this policy is applied, any Booking made within 90 days before the event start time will only be eligible for a 50% refund (excluding Fees) of their Booking Price if cancelled 14 or more days before the event, otherwise the Booking will be non-refundable.

Additional Terms

Cancellation Confirmation

A Booking is only officially cancelled once the Guest has received confirmation of the cancellation from LoftOfSpace via App notification or email communication. 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 LoftOfSpace, 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 LoftOfSpace 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 via App notification or email communication.

Taxes

LoftOfSpace will refund any taxes we collect that are related to amounts refunded to guests. Any taxes due on the non-refundable portion of cancelled 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. LoftOfSpace 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 LoftOfSpace or the Guest associated with any cancellation, and all scheduled payouts for that Booking will be cancelled. In addition, LoftOfSpace may issue Fines to Hosts and Vendors for cancellations. LoftOfSpace 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

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 $100 (or if the booking is in a currency other than US$, the 100 units of booking currency) 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.

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

LoftOfSpace 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

LoftOfSpace may allow a Host or Guest to cancel a confirmed Booking due to extenuating circumstances (e.g., conditions that arise after a Booking has been confirmed and with minimal notice prior to the scheduled Event) (an “Excused Cancellation”). LoftOfSpace may require Guests or Hosts to provide evidence to support an Excused Cancellation. Where approved, Fees will be refunded in full; or LoftOfSpace Credits may be issued to the Guest (where available) and no payout will be sent to the Host without Cancellation Fees or Fines. The following circumstances may be considered as 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 prohibitions, 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 excluding any judgments related to the unlawful listing of a Space for a given use by a Host.

Policy for Cancellations Due to COVID-19

On March 11, 2020, the World Health Organization (WHO) declared the outbreak of coronavirus, known as COVID-19, to be a global pandemic. Since then, the outbreak has evolved rapidly with governments around the world taking swift action to slow the spread of COVID-19. During a period between March 25, 2020 and May 31, 2020, LoftOfSpace provided refund assistance due to the unprecedented prior nature of the pandemic. Following this period, LoftOfSpace has determined that the COVID-19 pandemic generally will not constitute an Excused Cancellation. Please monitor this page for updates; LoftOfSpace reserves the right to revise the dates or other terms of this policy, and will provide notice of any modifications.

Bookings Confirmed, Updated or Rescheduled after March 25, 2020

Bookings that are confirmed, updated or rescheduled following March 25, 2020, will not be covered by this Policy for Cancellations Due to COVID-19 because the associated risks and impacts to such Bookings are not unforeseen as of such date. Host and Guest cancellations in these scenarios will be refunded and paid according to the cancellation policy chosen by the Host and posted in a confirmed Booking.

LoftOfSpace-Initiated Cancellations

LoftOfSpace may decide, in its sole discretion, that it is necessary or appropriate to cancel a confirmed Booking. LoftOfSpace may cancel a Booking at any time prior to the Event start time and issue a full or partial refund or a LoftOfSpace Credit to a Guest. When LoftOfSpace initiates a cancellation, any refunds or payouts will vary depending on the circumstances that prompted the cancellation. Neither LoftOfSpace nor any of the other parties to the cancelled Booking shall have any liability or obligation for any such LoftOfSpace-initiated cancellations. The following are circumstances in which LoftOfSpace may 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 LoftOfSpace;
Any violations of the Community Guidelines; or
Any other reason as reasonably determined by LoftOfSpace.

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 LoftOfSpace. 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 LoftOfSpace. After submission, LoftOfSpace may allow or require up to 48 hours to finalize the cancellation.

LoftOfSpace Credit

In certain situations, including Excused Cancellations, LoftOfSpace-Initiated Cancellations, and the Policy for Cancellations Due to COVID-19, a Guest may be issued a dollar-for-dollar credit that may be applied towards a future Booking (a “LoftOfSpace Credit”). Guests may opt to receive a LoftOfSpace Credit as a substitute for any amounts that would otherwise have been owed to them as a refund.

LoftOfSpace Credits can be used for Bookings, Vendor Services, Host Services, or Additional Fees including overtime or dispute claims. Hosts will be compensated for completed Bookings made with LoftOfSpace Credits under the same terms as all other Bookings. LoftOfSpace Credits may not be exchanged for dollars after they have been issued to a Guest.

Rescheduled Bookings

When approved by LoftOfSpace, 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 LoftOfSpace Service Fees.