Packhood Cancellations, Refunds & Disputes Policy

Effective: 02 Oct 2025

This Policy applies to all Hosts and Renters and forms part of the Packhood Terms & Conditions and Booking Terms.

1. Quick Summary

Before Start:

  • Renter cancels ≥72h → Full refund.
  • Renter cancels <72h → 50% refund of first month (Packhood keeps 50%).
  • Host cancels → Full refund to Renter.

After Start:

Either side may end with 30-day notice layered after the current month. No refund for the current month; one notice month is billed; all billing stops at the Effective End Date.

Safety/force majeure:

We may end immediately and refund.

2. Key Definitions

Start Date: 00:00 (listing local time) on day 1.
Billing month / Current Period End (CPE): Last day of the active billing month at 23:59 local.
Notice: An in-app request to end an active booking.
Effective End Date (EED): When a booking fully ends after notice.
Formula: EED = CPE + 30 days (23:59 local)
Refund path: Always back to the original payment method via Stripe. No off-platform refunds.
Late-cancel keep: For renter late cancels before Start, the retained portion goes to Packhood. (Hosts are not paid before service is delivered.)

3. Booking Window & Minimum Term

  • Start dates can be selected only within the next 30 days.
  • Minimum term = 1 month.

4. Cancellations Before Start

Renter cancels

  • ≥72 hours before Start → Full refund (rent + Packhood fees).
  • <72 hours before Start → 50% refund of first month (Packhood keeps 50%).

Host cancels (any time before Start)

  • Full refund to Renter.
  • Host may be flagged, hidden, or suspended for reliability.

No Host reply within 48h

  • Request expires, any payment hold is released, and the Renter is not charged.

Refund timing

Refunds typically appear within 5–10 business days, depending on the bank.

5. Ending an Active Booking After Start (Notice System)

Who can give notice:

Host or Renter, via My Bookings → [Booking] → End booking. The date picker is locked to enforce the rule below.

How it works

  1. The notice clock starts from the end of the current billing month (not the click date).
  2. No refund for the current month.
  3. An additional notice month is billed.
  4. All billing and payouts stop at EED.
  5. Dashboards show "Ends {EED}" and the counterparty is notified by email (SMS for critical events).

Example

Start Dec 10 → cancel Dec 29 → CPE Jan 9 → EED Feb 8 (23:59 local).
(Same computation for Host and Renter.)

Safety / force-majeure override

If Packhood verifies a genuine safety risk or force-majeure, we may end immediately and issue a full or partial refund at our sole discretion.

6. Disputes & Host Goodwill (not insurance)

How to report

My Bookings → [Booking] → Report an Issue (attach time-stamped photos/video and a short description).

Outcomes (target resolution ~10 business days)

  • Renter issues (no access, unsafe, not as described): refund, partial refund, or mediation.
  • Host issues (damage/theft/misuse): Packhood may pay up to €300 per booking as a discretionary goodwill payment. This is not insurance.

Rules

Exclusions:

prohibited items, normal wear & tear, weather/acts of God, sentimental value, no evidence, claims outside time windows.

Evidence:

Hosts must provide time-stamped before/after photos.

Time windows:

  • Hosts: within 48h of discovery and no later than 14 days after move-out.
  • Renters: within 48h of Start or incident.

While a claim is open:

Packhood may hold payouts until resolution.

7. Messaging & Notifications

  • Each booking includes an in-app Host ↔ Renter chat stored for safety and dispute review.
  • Email for new messages; SMS only for critical events (request, acceptance, cancellation/notice).
  • General support: [email protected].

8. Packhood Admin Actions

We may: (i) approve/deny refunds, (ii) cancel bookings or stop subscriptions, (iii) freeze abusive Hosts/listings, (iv) override to immediate refund in verified safety cases, and (v) review full audit trails (actions, messages, Stripe IDs).

9. Edge Cases

  • All times use the listing's local timezone; DST/leap-year handled accordingly.
  • Attempts to bypass the policy (e.g., rapid cancel/re-start) may result in account action.

If this Policy conflicts with the Terms & Conditions, the Terms control.