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.
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.
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.
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.
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.
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.
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 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.
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 are fully refunded to Guests if cancellation of the Booking is confirmed before use of the Space.
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.
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.
All cancellation periods are calculated based upon local time for the Space.
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.
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.
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:
LoftOfSpace may, but is not obligated to, waive costs, expenses and Fines for Host-initiated cancellations under the following circumstances:
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:
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 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:
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.
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.
When approved by LoftOfSpace, a Guest or Host may have an opportunity to reschedule that Booking. Any rescheduled Bookings must be:
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.