Cancellation Policy

The short version

• You always have 24 hours after booking to cancel for any reason: full refund, including fees. That is the Review Window, and it applies to every Booking.
• After the Review Window, refund treatment depends on the Listing's Flexible, Moderate, or Strict policy and how close you are to the Booking start.
• If the Property Owner cancels on you, you get a full refund every time, including all fees.
• Force majeure events get a full refund including fees, regardless of which policy applies.

If you are trying to cancel right now, open the Booking on Vendalize and tap Cancel Booking. The app will show the refund, if any, before you confirm.

The 24-Hour Review Window

Every Booking includes a 24-hour Review Window starting when the Booking is confirmed. During the Review Window, the Mobile Vendor can cancel for any reason and get a full refund, including the Mobile Vendor Service Fee.

The Review Window is the same for every Booking and every Listing. The Property Owner cannot opt out of it. If your Booking starts less than 24 hours after confirmation, the Review Window ends when the Booking starts.

After the Review Window

After the Review Window, Mobile Vendor cancellations are governed by the cancellation policy the Property Owner chose for the Listing. Every Listing displays its policy before you book.

Flexible

Moderate

Strict

If you book a Strict Listing fewer than 7 days before the Booking start time, you can still cancel within the 24-hour Review Window. After that, no Booking Fee refund will apply.

What about the Service Fees?

Vendalize charges a Mobile Vendor Service Fee added to what the Mobile Vendor pays and a Property Owner Service Fee deducted from the Property Owner's payout.

• If you cancel within the Review Window: the Mobile Vendor Service Fee is refunded with the Booking Fee.
• If you cancel after the Review Window as the Mobile Vendor: the Mobile Vendor Service Fee is non-refundable.
• If the Property Owner cancels on you: you get everything back, including the Mobile Vendor Service Fee.
• Force majeure or Vendalize-initiated cancellation: you get everything back, including the Mobile Vendor Service Fee.

If the Property Owner cancels

Property Owner cancellations fall into qualifying and non-qualifying categories. In both cases, the Mobile Vendor gets a full refund including all fees.

Qualifying cancellation

• The premises become unavailable.
• An emergency or safety hazard affects the property.
• A government order, zoning restriction, or safety closure applies.
• Force majeure affects the Booking.
• The Mobile Vendor materially breaches the agreement and does not cure within 48 hours of notice.

On a qualifying cancellation, the Property Owner forfeits their payout for the Booking but does not forfeit a Property Owner Service Fee.

Non-qualifying cancellation

If the Property Owner cancels for another reason, the Mobile Vendor still gets a full refund including fees, and the Property Owner forfeits both their payout and the Property Owner Service Fee at the standard base rate. Discounts do not apply to this forfeiture.

Force majeure

If a Booking is cancelled because of an event genuinely outside anyone's control, such as severe weather, government closure, civil unrest, or utility failure, the Mobile Vendor gets a full refund including all fees. The Property Owner forfeits their payout but does not forfeit their Service Fee.

Either side can invoke force majeure through the cancellation flow. Where a cancellation surface accepts supporting documentation, Vendalize records it in the Booking record and does not adjudicate whether the claim is valid.

Vendalize-initiated cancellation

Vendalize may rarely cancel a Booking for a Listing suspension, account termination, policy violation, or verified platform error. The Mobile Vendor always gets a full refund including all fees. Payout treatment for the Property Owner depends on why the cancellation happened.

After the Booking has started

If the Mobile Vendor cancels after the Booking has started, there is no refund of the Booking Fee or the Mobile Vendor Service Fee.

Property Owner cancellations or early termination requests after the Booking has started still follow the separate rules described below for qualifying and non-qualifying Property Owner cancellations. Force majeure events that make the Booking impossible to continue are still handled under the force majeure section.

If something goes wrong mid-Booking because of the other party, that is usually a dispute rather than a Mobile Vendor cancellation.

How refunds and forfeitures flow

1. The Mobile Vendor refund is computed and issued to the original payment method.
2. Vendalize separately adjusts or recovers the Property Owner side. That process does not delay the Mobile Vendor's refund.

Refunds typically appear within 5-10 business days after cancellation, depending on your bank or card issuer.

How to cancel

1. Open the Booking on Vendalize.
2. Tap Cancel Booking.
3. Review the refund or consequence shown by the app before confirmation.
4. Confirm the cancellation.

Property Owners are asked to select a reason. Any Service Fee forfeiture, and any supporting documentation accepted by that cancellation surface, are shown before confirmation.

When things go wrong

Damage, misrepresentation, no-show, and premises issues are disputes rather than cancellations. The cancellation policy covers only the act of cancelling a Booking. If you believe a refund was computed incorrectly, contact [email protected] with the Booking ID.

Cancellation policy summary table

Questions?

Reach out at [email protected]. For the formal terms, see the Private Space License Agreement Section 9 and the Fee Schedule Section 6.