This cancellation policy explains how a booking made through the VAULTED app is cancelled and how money is refunded or credited when it is. It forms part of our Terms of Service and restates the cancellation rules in Section 5.12 of those Terms. Capitalized terms not defined here have the meanings given to them in the Terms of Service.
1. Transactions Are Final Unless Cancelled Under This Policy
Transactions facilitated through the Services are final and non-refundable unless these Terms or this policy say otherwise. This policy sets out when a booking may be cancelled, what it costs, and what is refunded. Requests that fall outside it are handled through the dispute process described in the Terms of Service.
2. Before the Owner Accepts
A Renter may withdraw a pending booking request at any time before the Owner accepts it, with no fee and a full refund. Cancellation windows below are measured from the time of Owner acceptance and booking confirmation, not from the time a Renter submits a booking request.
3. Cancellation Windows
Either party may cancel a confirmed Transaction at any time before the rental enters in-progress or delivery status, subject to the fees below. The window that applies depends on how far off the rental is when the Owner accepts and confirms:
Bookings more than 48 hours out. For rentals scheduled to begin more than forty-eight (48) hours from the time of Owner acceptance and booking confirmation, the window stays open until forty-eight (48) hours before the rental start.
Same-day or next-day bookings. For rentals scheduled to begin within forty-eight (48) hours of Owner acceptance and booking confirmation, the window is two (2) hours from Owner acceptance and booking confirmation.
4. Cancelling Inside the Window
Cancellations made within the applicable cancellation window are free. The cancelling party owes no cancellation fee, and the Renter receives a full refund of all amounts paid.
5. Cancelling Outside the Window
Cancellations made outside the applicable cancellation window are still permitted, but the cancelling party is charged a five dollar ($5.00) cancellation fee. That fee is paid to the other party to the Transaction as a credit, and Vaulted does not retain it: if the Renter cancels, the fee is credited to the Owner; if the Owner cancels, the fee is credited to the Renter.
The Renter always receives a refund of the amounts paid, less the five dollar ($5.00) fee where the Renter is the cancelling party. In no event will a cancelling Renter be refunded zero. Any refund issued to the Renter under this policy includes the Service Fee.
6. Once a Rental Is in Progress or Out for Delivery
Once a Transaction has entered in-progress or delivery status, it can no longer be cancelled through the app. Any issue must instead be raised through the dispute process described in the Terms of Service.
If a Piece does not fit or is not as described in its listing, the Renter must notify both the Owner and Vaulted within twelve (12) hours of delivery confirmation, with photographic evidence of the Piece as received and a description of the discrepancy. Vaulted may then, in its sole discretion, facilitate communication between the parties, issue a full or partial refund or account credit, require the Piece to be returned, adjust or waive the Service Fee or Commission, or take no action.
7. How to Cancel and When Refunds Arrive
Cancellations must be made through your Vaulted account. Refunds are processed within three (3) to five (5) business days to the Renter's original payment method.
8. Owner Cancellations
This policy applies equally to Owners, with windows measured from the time of Owner acceptance and booking confirmation. If an Owner cancels outside the applicable cancellation window, Vaulted charges the Owner's payment method the five dollar ($5.00) cancellation fee, which is credited to the Renter. Regardless of when or why an Owner cancels, the Renter receives a full refund of all amounts paid within three (3) to five (5) business days.
9. Vaulted-Initiated Cancellations
Vaulted reserves the right, in its sole discretion, to cancel or refuse to process any Transaction, and will use commercially reasonable efforts to notify affected clients. No cancellation fee applies to the Renter or the Owner when:
(a) Vaulted cancels a confirmed Transaction before the Piece is shipped or handed off to the Renter;
(b) the Renter cancels because the Renter does not agree to a higher hold or deposit required under "Additional Holds and Deposits" in Section 5.10 of the Terms of Service; or
(c) the Renter cancels under Section 5.17 of the Terms of Service, including where Vaulted first asks the Renter to complete verification or to provide proof of insurance after the Transaction is confirmed and the Renter cannot do so.
In each of those cases the Renter receives a full refund of all amounts paid, including the Service Fee, within three (3) to five (5) business days to the Renter's original payment method, and any hold or deposit for the Transaction is released or refunded.
10. Holds, Authorizations, and Deposits
Where a Booking Check authorization was placed on the Renter's payment method, that authorization is cancelled right away; the Renter's bank may continue to show it as pending while it processes the release, which for some banks and debit cards can take several business days. Where a High-Value Hold or an additional hold or deposit was taken, it is released or refunded as described in Sections 5.10 and 5.12 of the Terms of Service. A deposit is refunded to the Renter's original payment method within ten (10) business days after the later of the Return Receipt and the resolution of any damage claim.
11. Payment Disputes
Before starting a chargeback or payment dispute with a card issuer or bank, contact Vaulted and give us a reasonable opportunity to address the concern. Disputes about a Transaction are resolved through the processes in the Terms of Service, except where a third party used your payment method without your authorization.
12. Contact
Questions about a cancellation, a refund, or a released hold can be sent to support@vaultedluxury.com or info@vaultedluxury.com.
This policy may be updated from time to time. The version in effect is the one posted at the date shown above.