Cancellation policy
How refunds work on NicheShift
Hosts pick one of three cancellation policies for each listing. The chosen policy is shown on the listing page and in the checkout summary so renters know exactly what applies before they pay. The percentages below are the same ones the refund engine runs at cancel time.
| Policy | 100% refund up to | Partial refund window | No refund after |
|---|---|---|---|
| Flexible | 24 hours before start | (none) | 24 hours before start |
| Moderate | 5 days before start | 50% from 24 hours to 5 days before start | 24 hours before start |
| Strict | 7 days before start | (none) | 7 days before start |
The three host policies in detail
Flexible
flexibleEasiest for renters. Most forgiving of last-minute plans.
- More than 24 hours before start100%
- Within 24 hours of start0%
Best for
Drop-in studios, hot desks, and any space where you can usually rebook the slot. Renters know you trust them to commit, which boosts conversion.
Flexible. Full refund up to 24 hours before start. No refund within 24 hours.
Moderate
moderateA balanced middle ground. Half-refund window for planned changes.
- More than 5 days before start100%
- 24 hours to 5 days before start50%
- Within 24 hours of start0%
Best for
Most listings. Protects you against last-minute drops without scaring off renters who book a week or two out.
Moderate. Full refund up to 5 days before start. 50% refund between 24 hours and 5 days. No refund within 24 hours.
Strict
strictMaximum host protection. Only generous refunds for early planners.
- More than 7 days before start100%
- Within 7 days of start0%
Best for
High-prep spaces (commercial kitchens you stock, photo studios you set up, venues with vendor commitments). Renters expect to fully commit when they book.
Strict. Full refund up to 7 days before start. No refund within 7 days.
The cancellation policy is displayed alongside the hourly rate on every listing page, in the booking modal, and in the confirmation email. Hosts can change a listing's policy at any time, but the policy in force at booking time is the one honored if a renter cancels.
When the host cancels
If a host cancels a confirmed booking — for any reason, at any time — the renter is refunded 100% of what they paid (hourly fees, the renter service fee if any, taxes, and the insurance premium if Thimble allows it). The host policy does not override this; the host's schedule only applies to renter-initiated cancellations.
Renter is made whole
Full refund of the booking total. If insurance was bound through Thimble, our cancel request to Thimble determines the refundable premium and we pass that through unchanged.
Late-host penalty: $25 within 24h
A host who cancels less than 24 hours before the start time incurs a $25 penalty (deducted from the next payout) and the cancellation is flagged for admin review. Three flags in 60 days trigger a moderation conversation.
Where each dollar goes on a cancellation
The booking detail page shows the per-line refund breakdown so there's no mystery about what came back and what stayed.
Edge cases that come up
What about request-to-book bookings I never accepted?
A request that times out (24-hour expiry) or is declined releases the renter's payment authorization automatically. No refund needed because the card was never charged.
What if the renter cancels mid-booking?
Mid-booking is treated as 'within 24 hours of start' for refund purposes — no refund on the schedule. A host who wants to make a goodwill exception can issue a partial refund through their dashboard within 30 days.
What if Stripe declines the refund?
Stripe refunds settle within 5-10 business days. If a card was deactivated between charge and refund, Stripe holds the funds until the renter's bank routes them. Our team has no faster path than Stripe's.
What about recurring (weekly series) bookings?
Each occurrence in a series is its own booking and follows the policy independently. Cancelling the series cancels each remaining occurrence at its individual refund tier.
What if the space is uninhabitable when I arrive?
Open a dispute from the booking page right away with photos. Our trust team can override the policy and full-refund you if the listing materially misrepresented the space.
Something already went wrong?
Open the booking and click Cancel for a renter flow, or contact us if the situation is unusual.