Crowdroom Cancellation and Refund Policy

Last Updated: March 4th, 2020

This Cancellation and Refund Policy (“Cancellation Policy”) is incorporated into the Crowdroom Services Agreement applicable to use of the Services and the Platform. Please read this policy carefully. You may not use our platform nor Services if you do not agree to this Cancellation Policy

Crowdroom is designed to help Hosts, Vendors and Guests efficiently and conveniently complete Bookings. Every Booking is a Host’s / Vendor's commitment to make an Activity, Service or Space available to a Guest. When Guests cancel Bookings, the Host’s / Vendor's ability to Book that Activity, Service or Space during that time becomes increasingly difficult because other interested Guests may have already made other plans. When Hosts or Vendors cancel Bookings, Guests’ events and plans can be severely impacted and may require intensive logistical support from Crowdroom. Nonetheless, plans may change, requiring Guests, Vendors or Hosts to cancel Bookings on occasion.

This Crowdroom's Cancellation Policy covers all cancellations and refunds on the Platform. Both Guests, Vendors and Hosts are subject to and must comply with this Cancellation Policy when cancelling a Booking.

We reserve the right to amend this Cancellation Policy for any reason and at any time by posting an updated version to our website as provided in the Crowdroom Services Agreement. In the event of conflict between this Cancellation policy and the Crowdroom Services Agreement, the Crowdroom Services Agreement controls. The only terms applicable to any Cancellation are those then currently in effect when a Cancellation is processed by Crowdroom.

Please note, All Bookings are subject to Crowdroom’s Grace Period policy which provides a full refund for Bookings cancelled within 24 hours from receipt of a Booking Confirmation Email but no later than 48 hours prior to the Activity or Event start time. Crowdroom shall have final say in any dispute between Hosts and Guests regarding the application of cancellation policies.

CANCELLATION POLICY CHOICES FOR HOSTS

We understand that every space, group tour oe event is different and that a single cancellation policy does not fit all Booking circumstances. That’s why we provide a spectrum of options so that Hosts can choose the policy that works best for their space and business. Hosts must choose one of the following cancellation policies.

VERY FLEXIBLE

Guests may cancel their Booking until 24 hours before the event start time and will receive a full refund (including all Fees) of their Booking Price. Bookings cancellations submitted less than 24 hours before the Event start time are not refundable. See Additional Terms section below for more information.

FLEXIBLE

Guests may cancel their Booking until 7 days before the event start time and will receive a full refund (including all Fees) of their Booking Price. Guests may cancel their Booking between 7 days and 24 hours before the event start time and receive a 50% refund (excluding Fees) of their Booking Price. Booking cancellations submitted less than 24 hours before the Event start time are not refundable. See Additional Terms section below for more information.

STANDARD 30 DAY

Guests may cancel their Booking until 30 days before the event start time and will receive a full refund (including all Fees) of their Booking Price. Guests may cancel their Booking between 30 days and 7 days before the event start time and receive a 50% refund (excluding Fees) of their Booking Price. Cancellations submitted less than 7 days before the Event start time are not refundable. See Additional Terms section below for more information.

STANDARD 90 DAY

Guests may cancel their Booking until 90 days before the event start time and will receive a full refund (including all Fees) of their Booking Price. Guests may cancel their Booking between 90 days and 14 days before the event start time and receive a 50% refund (excluding Fees) of their Booking Price. Cancellations submitted less than 14 days before the Event start time are not refundable. See Additional Terms section below for more information.

Additional Terms

Cancellation Confirmation

A Booking is only officially cancelled once the Guest has received confirmation of the cancellation from Crowdroom. See How to Cancel A Bookingsection below for more information.

Host Payouts

Host payouts will vary depending on the specific cancellation policy chosen by the Host and other circumstances. If Crowdroom, in its sole discretion based on the applicable cancellation policy, determines a Guest is entitled to a refund, the Host payout will be calculated by deducting from the subtotal price of the Booking (which includes the Booking Price and any Host Add-ons Fees) any Crowdroom Service Fees or Concierge Services Fees, and then reducing that amount by the percentage specified in the applicable cancellation policy. Cleaning Fees refunded to Guests will not be paid to Hosts. Payouts are typically made within 3 to 7 days after the cancellation is confirmed.

Taxes

Crowdroom will refund any taxes we collect that are related to amounts refunded to guests. Any taxes due on the non-refundable portion of canceled Booking will be submitted to the appropriate tax authority.

Cleaning Fees

Cleaning Fees are fully refunded to Guests if cancellation of the Booking is confirmed before use of the Space.

Host Add-Ons

Host Add-Ons (excluding food or beverage services) are subject to the same cancellation policy as the Space. Food and Beverage cancellations are subject to the cancellation policy set by the Host at the time of confirmation of the Add-On.

Multi-Day Bookings

For multi-day and nonconsecutive-day Bookings, the deadline for cancellation set forth in the applicable cancellation policy shall apply to Event start time for each day in which the Space is Booked.

Calculating Cancellation Deadlines

All cancellation periods are calculated based upon local time for the Space.

Cancelling Vendor Services

Vendor cancellation policies vary based on the Vendor and are provided prior to Booking Vendor Services. If a Vendor does not provide a cancellation policy prior to Booking Vendor Services, the cancellation policy set by the Host will apply. Peerspace Services Fees and Concierge Services Fees are not refundable for Guest-initiated cancellations of Vendor Services.

Cancellations by Hosts or Vendors

Any Host- or Vendor-initiated cancellations will be fully refunded to the Guest (including any Fees paid). The Host or Vendor cancelling the Booking will be responsible for losses incurred by Crowdroom or the Guest associated with any cancellation, and all scheduled payouts for that Booking will be cancelled. In addition, Crowdroom may issue Fines to Hosts and Vendors for cancellations. Crowdroom may deduct or debit any Fines from amounts that would otherwise be payable, or (ii) invoice such Fines to be paid within seven (7) days.

Crowdroom may, but is not obligated to, waive costs, expenses and Fines for Host-initiated cancellations under the following circumstances:

• Crowdroom determines that a Booking was accidentally accepted by a Host, so long as the Host cancelled within 2 hours of confirmation;
• A Guest provides false or misleading information in a Booking request that materially affects the Booking or Event;
• A Guest uses, or intends to use, a Space in a manner inconsistent or incompatible with the Space Description, the Booking Agreement, or other limitations agreed upon between the Guest and Host;
• Inappropriate or illegal activity taking place during an Event;
• A Host and Guest mutually deciding to cancel the Booking in accordance with this Cancellation Policy; or
• Any excused cancellations.

Excused Cancellations

Crowdroom may allow a Host or Guest to cancel a confirmed Booking due to extenuating circumstances (e.g., conditions that arise after a Booking has been confirmed and with minimal notice prior to the scheduled Event) (an “Excused Cancellation”). Peerspace may require Guests or Hosts to provide evidence to support an Excused Cancellation. Where approved, Fees will be refunded in full; or Crowdroom Credits may be issued to the Guest and no payout will be sent to the Host without Cancellation Fees or Fines. The following circumstances may be considered grounds for an Excused Cancellation:

• Unexpected death or serious illness of a Host, Guest, or immediate family member of either;
• Serious injury that directly restricts a Guest’s ability to travel or a Host’s ability to provide the Booked Space;
• Significant natural disasters or severe weather incidents triggering a state of emergency that directly impact use of a Space or the Guest’s ability to travel to the Space;
• Urgent travel restrictions or prohibitions, or severe security advisories issued after the time of Booking, by an appropriate government office or agency;
• Severe property damage or unforeseen maintenance issues that directly impact the safe use of the Space; or
• Legal, municipality, or utility injunction or order that directly restricts use of or access to a Space.

Crowdroom-Initiated Cancellations

Crowdroom may decide, in its sole discretion, that it is necessary or appropriate to cancel a confirmed Booking. Crowdroom may cancel a Booking at any time prior to the Event start time and issue a full or partial refund or a Crowdroom Credit to a Guest. When Crowdroom initiates a cancellation, any refunds or payouts will vary depending on the circumstances that prompted the cancellation. Neither Crowdroom nor any of the other parties to the cancelled Booking shall have any liability or obligation for any such Crowdroom-initiated cancellations. The following are circumstances in which Crowdroom may initiate a cancellation:

• An Excused Cancellation;
• The removal of a Host, Vendor, Activity, Service, Tour, Spot or Space from the Platform prior to the Start Time;
• Any actual or potential illegal or unauthorized activity;
• Risk of harm or safety concerns;
• Failure to provide proof of insurance, including event or film production insurance, when requested by Crowdroom;
• Any violations of the rights or 
• Any other reason.

How to Cancel a Booking

To cancel a Booking, submit a request to cancel using the “Cancel Booking” designations on the Platform. Cancellation requests can also  be submitted through phone calls, chats, or emails to Crowdroom. If you are unable to locate the Cancel Booking icons on the Platform, please contact our Customer Experience Team. For calculating refunds, submitted cancellation will be confirmed upon proper submission of a cancellation request to Crowdroom. After submission, Crowdroom may allow or require up to 48 hours to finalize the cancellation.

Crowdroom (CR) Credit

In certain situations, including Excused Cancellations, Peerspace-Initiated Cancellations, and the Policy for Cancellations Due to COVID-19, a Guest may be issued a dollar-for-dollar credit that may be applied towards a future Booking (a “Crowdroom (CR) Credit”). Guests may opt to receive a Peerspace Credit as a substitute for any amounts that would otherwise have been owed to them as a refund.

Crowdroom Credits can be used for Bookings, Vendor Services, Host Services, or Additional Fees including overtime or dispute claims. Hosts will be compensated for completed Bookings made with CR Credits under the same terms as all other Bookings. CR Credits may not be exchanged for cash after they have been issued to a Guest.

Rescheduled Bookings

When approved by Crowdroom, a Guest or Host may have an opportunity to reschedule that Booking. Any rescheduled Bookings must be:

• For substantially the same duration as the original Booking, according to the Host’s approval;
• Confirmed prior to the original Start Time;
• Rescheduled for a time within 90 days of the original Start Time; and
• Only rescheduled once.

Rescheduled Bookings are non-refundable once confirmed. Any successive rescheduling attempts or failure to successfully reschedule a Booking within the conditions above will result in a cancellation of the Booking, subject to the Cancellation Fees or Fines identified in this Policy, depending on the initiating party. Rescheduling by Guests may result in additional Crowdroom Service Fees.