Stashbee Cancellations and Refunds Policy








Last Updated: 19 May 2021

  1. INTRODUCTION

    These terms and conditions (the “Cancellations and Refunds Policy”) govern Stashbee’s policy for cancelling bookings and refunding any payments made, and the associated obligations of Guests and Hosts. The Cancellations and Refunds Policy applies in addition to Stashbee’s terms and conditions (“the Terms and Conditions”). The Cancellations and Refunds Policy is available to Guests and Hosts who book and pay for a Storage / Parking Space through the Stashbee Website or by calling Stashbee. 

    All capitalised terms shall have the meaning set forth in the Stashbee Terms and Conditions unless otherwise defined in this Cancellations and Refunds Policy.

    By using the Stashbee Website as a Host or a Guest, you are indicating that you agree to be bound by this Cancellations and Refunds Policy.

  2. DEFINITIONS

    Term Definition
    Security Deposit An amount set by the Host and paid by the Guest to:
    - secure a Storage / Parking Space prior to the Start Date of a Booking;
    - cover any loss or damage to the Storage / Parking Space caused by the Guest;
    - cover any outstanding Fee by the Guest at the end of the Booking;
    - cover the replacement of a key, fob or permit in the event that it is damaged, lost or not returned by the Guest within a reasonable period; and / or
    - cover the cost of removing any Stored Goods that the Guest has failed to remove from the Storage / Parking Space after the end of the Booking
    First Monthly Rental The Fee payable by the Guest to the Host for the first month of a Monthly Rolling Booking. It is charged automatically the day before the Start Date of the Booking unless manually paid by the Guest prior to that date. Includes the Price for the Storage / Parking Space plus Stashbee’s Commission
    Ancillary Charges Charges relating to any optional value-add services that the Guest may choose to buy as part of the booking. These services are provided by third-party Stashbee partners and may include, but are not limited to, transport services, packaging warehouse handling, etc.
    Total Price The Fee payable by the Guest to the Host for the duration of an Hourly Booking. It is paid by the Guest upon confirmation of the Booking. Includes the Price for the Storage / Parking Space plus Stashbee’s Commission
    Start Date and Time The date and time on which the Booking is scheduled to commence. The Start Date and Time for Hourly Bookings are specified in the booking dashboard, while Monthly Rolling Bookings are assumed to commence on 12:01 AM local time on the Start Date
    Instant Book Functionality where the Host has agreed to automatically accept any booking request for their Storage / Parking Space provided that the Guest has made a payment to secure the space
    Confirmed Booking A booking for a Storage / Parking Space where the Guest has made a booking request by successfully paying at least the Security Deposit, and the Host has accepted the Guest’s booking request. For a Storage / Parking Space with Instant Book enabled, a Confirmed Booking is created as soon as the Guest has made a payment
    Hourly Booking A Booking with a fixed duration, where the minimum rental period is 30 minutes and where the Guest pays upfront to secure the space. The Booking will automatically terminate on the end date and time specified when the Booking was made
    Monthly Rolling Booking A Booking with no fixed duration, which the Guest or Host can terminate by providing notice to the other party. In the event that a Guest or Host does not serve notice, the Booking will automatically refresh and roll on to a new month
  3. REFUNDS WHEN A HOST CANCELS A CONFIRMED BOOKING

    1. A Host may cancel a Confirmed Booking at any point up to 24 hours before the Start Date by contacting Stashbee.
    2. If a Host cancels a Confirmed Booking, the Guest will receive a full refund of any payments made prior to the cancellation.
      1. If so directed by the Guest, Stashbee will use our reasonable efforts to find and book an alternative Storage / Parking Space that is a reasonable match to the Guest’s requirements.
    3. Clauses 3.1 and 3.2 may not apply if the Guest and the Host have agreed alternative cancellation and refund terms, provided they have notified Stashbee in writing ahead of the booking being confirmed. For example, this may occur if the Guest and / or Host are legal entities that choose to contract under a different arrangement.
    4. As part of our commitment to world-class customer service, we aim to minimise last-minute cancellations as they can be expensive and stressful for the Guest. We monitor the cancellation reasons provided by Hosts and may, at our discretion, suspend or close the User accounts of Hosts that cancel Confirmed Bookings without a valid reason.
    5. Valid reasons for cancelling include, but are not limited to, instances when: 
      1. The Host has lost access to the Storage / Parking Space after a booking is confirmed;
      2. The Storage / Parking Space has suffered damage that makes it unsuitable for use by the Guest;
      3. The Guest is found to be in breach of the Stashbee Terms and Conditions;
      4. The Host is unable to proceed with the Booking due to injury, illness or death; or
      5. The Host is unable to proceed due to exceptional circumstances outside of their control, such as government-mandated obligations (e.g. jury duty, travel restrictions), natural disasters, etc.
    6. Serving Notice: If the Host wishes to terminate a Monthly Rolling Booking after the Start Date, they will need to provide at least one (1) calendar month’s written notice to Stashbee and the Guest for a parking space Booking and at least two (2) calendar months’ written notice for a storage space Booking.
      1. The notice term specified above is applicable unless otherwise agreed in writing between the Guest, the Host and Stashbee.
  4. REFUNDS WHEN A GUEST CANCELS A CONFIRMED BOOKING

    1. A Guest may cancel a Confirmed Booking at any point up to 24 hours before the Start Date and Time by contacting Stashbee.
    2. Hourly Bookings: If a Guest cancels a Confirmed Hourly Booking, Stashbee agrees, at its discretion, to refund the Guest for payments made prior to the cancellation as outlined below:
        Refunds available if the Guest cancels a Confirmed Hourly Booking
      Total Price Fully refunded if the Guest cancels up to 24 hours before the Start Date and Time

      Not refunded if the Guest cancels less than 24 hours before the Start Date and Time

      Fully refunded if the Guest cancels due to a Qualifying Reason (Clause 4.4) or within the Grace Period (Clause 4.5)
      Ancillary Charges Fully refunded only if the relevant service hasn’t been used and if Stashbee is able to obtain a refund from the supplier(s) of the service

      Not refunded otherwise
    3. Monthly Rolling Bookings: If a Guest cancels a Confirmed Monthly Rolling Booking, Stashbee agrees, at its discretion, to refund the Guest for payments made prior to the cancellation as outlined below: 
        Refunds available if the Guest cancels a Confirmed Monthly Rolling Booking
      Security Deposit and First Monthly Rental Fully refunded if the Guest cancels up to 24 hours before the Start Date and Time

      Fully refunded if the Guest cancels due to a Qualifying Reason (Clause 4.4) or within the Grace Period (Clause 4.5)

      A Cancellation Fee applies if the Guest cancels less than 24 hours before the Start Date and Time (Clause 4.6)
      Ancillary Charges Fully refunded only if the relevant service hasn’t been used and if Stashbee is able to obtain a refund from the supplier(s) of the service

      Not refunded otherwise
    4. Qualifying Reasons: Guests will be entitled to a full refund of any payments made if they cancel a Confirmed Booking due to one of the following reasons (“Qualifying Reasons”):
      1. The description or depiction of the Storage / Parking Space is materially inaccurate with respect to the Storage Space’s size, physical location, features, or the usage it is suitable for;
      2. The Storage / Parking Space contains health or safety hazards that would be reasonably expected to adversely affect the Stored Goods or the Guest’s health;
      3. The Host fails to provide reasonable access to the Storage / Parking Space when the Guest is due to move in their Stored Goods;
      4. The Host is found to be otherwise in breach of the Stashbee Terms and Conditions;
      5. The Guest is forced to cancel due to exceptional circumstances outside of their control (e.g. injury, illness, death, natural disasters, government-mandated obligations).
    5. Grace Period:  Regardless of the cancellation reason and time, the Guest will be entitled to a full refund of their Security Deposit or Total Price if they decide to cancel within 15 minutes of paying for the Booking. This is to accommodate accidental Bookings or an error in the Booking dates.
    6. Cancellation Fee: If the Guest wishes to cancel less than 24 hours before the Start Date and Time and the cancellation is not due to a Qualifying Reason, the Guest will be charged a £25 Cancellation Fee
      1. Stashbee may collect the Cancellation Fee by deducting it from the Guest’s Security Deposit or First Monthly Rental, or by charging the Guest’s payment method.
    7. To receive a refund when cancelling a Confirmed Booking due to a Qualifying Reason, the Guest must:
      1. Notify Stashbee of their wish to cancel in writing (e.g. by email) by 11:59 PM on the Start Date;
      2. Describe the Qualifying Reason(s) in the cancellation email; and
      3. Provide any supporting information we may request (e.g. photographs, evidence of communication with the Host) to allow us to determine whether a refund is due.
    8. Clauses 4.1 – 4.7 may not apply if the Guest and the Host have agreed alternative cancellation and refund terms, provided they have notified Stashbee in writing ahead of the booking being confirmed. For example, this may occur if the Guest and / or Host are legal entities that choose to contract under a different arrangement.
    9. Any payment amount not refunded to the Guest will be paid out to the Host, net of Stashbee’s Commission.
      1. Where any payment amount is not refunded, this will be done to cover Stashbee’s reasonable costs in delivering its service, and to reimburse the Host for any forgone earnings from offering the Storage / Parking Space to another Guest and for any costs they may have incurred up until the Confirmed Booking was cancelled.
    10. Disintermediation: A full refund may not be due if a Host is found to have rented their Storage / Parking Space to a Guest outside of Stashbee after an introduction to the Guest via the Stashbee website. In such instances, Stashbee reserves the right to issue a refund of any payments made by the Guest, less Stashbee’s Commission applicable for the Minimum Rental Period of the listing being rented.
      1. This is done to compensate Stashbee for costs incurred in marketing the Storage / Parking Space to the Guest and forgone revenue that would have resulted from the Booking.
      2. Stashbee may, at our discretion, suspend or close the User accounts of Guests and Hosts found in breach of this clause 4.10.
    11. All determinations of Stashbee with respect to this Cancellations and Refunds Policy, including without limitation the size of any refund and the comparability of alternative Storage / Parking Spaces, shall be in Stashbee’s discretion, and final and binding on the Guest and Host.
    12. For the avoidance of doubt, it is Stashbee’s responsibility to make any refunds of payments already made by the Guest to which they may be entitled under this Cancellations and Refunds policy. The Host has no means or authority to issue refunds.
    13. Guests acknowledge and accept that any and all refunds due will be returned to the same payment method provided at the time of booking unless otherwise agreed.
    14. Refunds typically take 2-5 working days to process from the time that they are actioned by Stashbee. Depending on the Guest’s financial provider, they could take up to 10 working days.
    15. Serving Notice:  If the Guest wishes to terminate a Monthly Rolling Booking after the Start Date and Time, they will need to provide at least one (1) calendar month’s written notice to Stashbee and the Host, unless otherwise agreed in writing between the Guest, the Host, and Stashbee..
  5. DEPOSIT REFUNDS AT THE END OF A BOOKING

    1. Unless otherwise agreed in the Booking Agreement, the Security Deposit will be fully refunded to the Guest at the end of the Booking, provided that:
      1. The Host has confirmed there is no loss or damage to the Storage / Parking Space (e.g. to its structure, fixtures and / or fittings) caused by the Guest; and
      2. There are no outstanding Fee or other charges owed by the Guest to the Host or to Stashbee in relation to the Storage / Parking Space; and
      3. There are no Stored Goods belonging to the Guest left in the Storage / Parking Space that would have to be removed by the Host or Stashbee.
    2. The Storage Deposit will be partly or fully refunded within 14 calendar days of the end of the Booking. This is to allow Stashbee to determine if any deductions need to be made due to any of the reasons listed in Clause 5.1.
    3. If any of the conditions in clause 5.1 have not been met, Stashbee will, at its discretion, withhold a part or all of the Security Deposit.
      1. The proportion of the Security Deposit withheld will be calculated based on the cost of repairing any loss or damage, the amount of Fee or other charges owed by the Guest, and the cost of removing any leftover Stored Goods.
      2. The Host will need to provide evidence (e.g. photographs) of any loss or damage to the Storage / Parking Space or leftover Stored Goods in order for Stashbee to withhold a part or all of the Security Deposit.
    4. Clause 5.3 will not limit Stashbee’s or the Host’s rights to seek compensation beyond the Security Deposit amount if the loss or damage and / or the amount of Fee or other charges owed by the Guest exceed the Security Deposit amount.
    5. Stashbee holds the Security Deposit as an agent, and any interest accrued on the Security Deposit during the Booking will belong to Stashbee.
  6. GENERAL PROVISIONS

    1. No Assignment / No Insurance: This Cancellations and Refunds Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by Guests, and Guests has not paid any premium in respect of the Cancellations and Refunds Policy. The benefits provided under the Cancellations and Refunds Policy are not assignable or transferable by Guests.
    2. Modification or Termination:  Stashbee reserves the right to modify or terminate the Cancellations and Refunds Policy at any time, in its sole discretion. If Stashbee modifies the Cancellations and Refunds Policy, it will post the modification on the Website or provide Users with notice of the modification.
    3. Entire Agreement: This Cancellations and Refunds Policy constitutes the entire and exclusive understanding and agreement between Stashbee, Guests and Hosts regarding the Cancellations and Refunds Policy, and supersedes and replaces any and all prior oral or written understandings or agreements between Stashbee, Guests and Hosts regarding the Cancellations and Refunds Policy.

Contacting Stashbee: If you have any questions about the Cancellations and Refunds Policy, please contact us.