Stashbee Cancellations and Refunds Policy








Last Updated: 18 June 2020

  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 Storage Guests and Storage 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 Storage Guests and Storage Hosts who book and pay for a Storage 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 Storage Host or a Storage 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 Storage Host and paid by the Storage Guest to:
    • secure a Storage Space prior to the Start Date of a Storage Deal;
    • cover any loss or damage to the Storage Space caused by the Storage Guest;
    • cover any outstanding Fee by the Storage Guest at the end of the Storage Deal;
    • 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 Storage Guest has failed to remove from the Storage Space after the end of the Storage Deal
    First Monthly Rental The Fee payable by the Storage Guest to the Storage Host for the first month of the Storage Deal. It is charged automatically the day before the Start Date of the Storage Deal unless manually paid by the Storage Guest prior to that date. Includes the Price for the Storage Space plus Stashbee’s commission
    Ancillary Charges Charges relating to any optional value-add services that the Storage 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.
    Start Date The date on which the Storage Deal is scheduled to commence. The Storage Deal is assumed to commence at 12:01 AM local time on the Start Date
    Instant Book Functionality where the Storage Host has agreed to automatically accept any booking request for their Storage Space provided that the Storage Guest has paid a Security Deposit
    Confirmed Booking A booking for a Storage Deal where the Storage Guest has made a booking request by successfully paying at least the Security Deposit, and Storage Host has accepted the Storage Guest’s booking request. For a Storage Space with Instant Book enabled, a Confirmed Booking is created as soon as the Storage Guest has paid the Security Deposit
  3. REFUNDS WHEN A STORAGE HOST CANCELS A CONFIRMED BOOKING

    1. A Storage Host may cancel a Confirmed Booking at any point up until 11:59 PM local time on the Start Date by contacting Stashbee.
    2. If a Storage Host cancels a Confirmed Booking, the Storage Guest will receive a full refund of any payments made prior to the cancellation.
      1. If so directed by the Storage Guest, Stashbee will use our reasonable efforts to find and book an alternative Storage Space that is a reasonable match to the Storage Guest’s requirements.
    3. Clauses 3.1 and 3.2 may not apply if the Storage Guest and the Storage 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 Storage Guest and / or Storage 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 Storage Guest. We monitor the cancellation reasons provided by Storage Hosts and may, at our discretion, suspend or close the User accounts of Storage Hosts that cancel Confirmed Bookings without a valid reason.
    5. Valid reasons for cancelling include, but are not limited to, instances when: 
      1. The Storage Host has lost access to the Storage Space after a booking is confirmed;
      2. The Storage Space has suffered damage that makes it unsuitable for use by the Storage Guest;
      3. The Storage Guest is found to be in breach of the Stashbee Terms and Conditions;
      4. The Storage Host is unable to proceed with the booking due to injury, illness or death; or
      5. The Storage 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 Storage Host wishes to terminate the Storage Deal after the Start Date, they will need to provide at least 2 months’ written notice to Stashbee  and the Storage Guest, unless otherwise agreed in writing between the Storage Guest, the Storage Host and Stashbee.
  4. REFUNDS WHEN A STORAGE GUEST CANCELS A CONFIRMED BOOKING

    1. A Storage Guest may cancel a Confirmed Booking at any point up until 11:59 PM on the Start Date by  contacting Stashbee.
    2. If a Storage Guest cancels a Confirmed Booking, Stashbee agrees, at its discretion, to refund the Storage Guest for payments made prior to the cancellation as outlined below:
        Refunds available if the Storage Guest cancels a Confirmed Booking up until 11:59 PM on the Start Date
      Security Deposit
      • Fully refunded if the Storage Guest cancels due to a Qualifying Reason (Section 4. 3) or within the Cooling Off Period (Section 4.4)
      • Partially refunded otherwise (Section 4.5)
      First Monthly Rental
      • Fully refunded (if already paid)
      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. Qualifying Reasons: Storage Guests will be entitled to a full refund of their Security Deposit if they cancel a Confirmed Booking due to one of the following reasons (“Qualifying Reasons”):
      1. The description or depiction of the Storage 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 Space contains health or safety hazards that would be reasonably expected to adversely affect the Stored Goods or the Storage Guest’s health;
      3. The Storage Host fails to provide reasonable access to the Storage Space when the Storage Guest is due to move in their Stored Goods;
      4. The Storage Host is found to be otherwise in breach of the Stashbee Terms and Conditions;
      5. The Storage Guest is forced to cancel due to exceptional circumstances outside of their control (e.g. injury, illness, death, natural disasters, government-mandated obligations).
    4. Cooling Off Period: Regardless of cancellation reason, the Storage Guest will be entitled to a full refund of their Security Deposit if they decide to cancel within 24 hours of paying the Security Deposit. 
    5. Partial Security Deposit refund: If the cancellation occurs outside of the Cooling Off Period and is not due to a Qualifying Reason, the Storage Guest will be entitled to a partial refund of their Security Deposit.
      1. If the booking is confirmed less than 14 days before its Start Date, the size of the Security Deposit refund will depend on when the cancellation occurs, as follows:
      2. If the booking is confirmed more than 14 days before its Start Date, the Storage Guest will only be entitled to a 30% refund, regardless of when they cancel.
    6. To receive a Security Deposit refund when cancelling a Confirmed Booking due to a Qualifying Reason, the Storage 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 Storage Host) to allow us to determine whether a refund is due.
    7. Clauses 4.1 – 4.6 may not apply if the Storage Guest and the Storage 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 Storage Guest and / or Storage Host are legal entities that choose to contract under a different arrangement.
    8. Any Security Deposit amount not refunded to the Storage Guest will be paid out to the Storage Host, net of Stashbee’s commission.
      1. Where any Security Deposit is not refunded, this will be done to cover Stashbee’s reasonable costs in delivering its service, and to reimburse the Storage Host for any forgone Fee of offering the Storage Space to another Storage Guest and for any costs they may have incurred up until the Confirmed Booking was cancelled.
    9. Disintermediation: A full refund may not be due if a Storage Host is found to have rented their Storage Space to a Storage Guest outside of Stashbee after an introduction to the Storage Guest via the Stashbee website. In such instances, Stashbee reserves the right to issue a refund of any payments made by the Storage 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 space to the Storage Guest and forgone revenue that would have resulted from the booking.
      2. Stashbee may, at our discretion, suspend or close the User accounts of Storage Guests and Storage Hosts found in breach of this clause 4.9.
    10. 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 Spaces, shall be in Stashbee’s discretion, and final and binding on the Storage Guest and Storage Host.
    11. For the avoidance of doubt, it is Stashbee’s responsibility to make any refunds of payments already made by the Storage Guest to which they may be entitled under this Cancellations and Refunds policy. The Storage Host has no means or authority to issue refunds.
    12. Storage 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.
    13. Refunds typically take 2-5 working days to process from the time that they are actioned by Stashbee. Depending on the Storage Guest’s financial provider, they could take up to 10 working days.
    14. Serving Notice: If the Storage Guest wishes to terminate the Storage Deal after the Start Date, they will need to provide at least 1 month’s written notice to Stashbee and the Storage Host, unless otherwise agreed in writing between the Storage Guest, the Storage Host and Stashbee.
  5. DEPOSIT REFUNDS AT THE END OF A STORAGE DEAL PERIOD

    1. Unless otherwise agreed in the Storage Agreement, the Security Deposit will be fully refunded to the Storage Guest at the end of the Storage Deal period, provided that:
      1. The Storage Host has confirmed there is no loss or damage to the Storage Space (e.g. to its structure, fixtures and / or fittings) caused by the Storage Guest; and
      2. There are no outstanding Fee or other charges owed by the Storage Guest to the Storage Host or to Stashbee in relation to the Storage Space; and
      3. There are no Stored Goods belonging to the Storage Guest left in the Storage Space that would have to be removed by the Storage Host or Stashbee.
    2. The Storage Deposit will be partly or fully refunded within 14 calendar days of the end of the Storage Deal. 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 Storage Guest, and the cost of removing any leftover Stored Goods.
      2. The Storage Host will need to provide evidence (e.g. photographs) of any loss or damage to the Storage 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 Storage 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 Storage 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 Storage Deal 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 Storage Guests, and Storage 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 Storage 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, Storage Guests and Storage Hosts regarding the Cancellations and Refunds Policy, and supersedes and replaces any and all prior oral or written understandings or agreements between Stashbee, Storage Guests and Storage Hosts regarding the Cancellations and Refunds Policy.

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