OurSpace

Effective Date: August 9, 2026

Last Updated: August 9, 2026

This Refund & Cancellation Policy (the "Policy") explains how booking cancellations, charges, recurring billing, refunds, booking completion, property left behind, and related disputes are handled through the OurSpace mobile application, website, and related services (collectively, the "Platform").

This Policy forms part of and is incorporated into the:

OurSpace App Terms & Conditions (the "Terms");
OurSpace Host Agreement;
OurSpace Renter Agreement;
OurSpace Prohibited Items Policy;
applicable Booking details; and
any Help Centre or Resolution Centre rule expressly identified as binding.

The Host Agreement, Renter Agreement, Prohibited Items Policy, and this Policy are available at https://ourspacetech.com/user-agreements/.

By electronically accepting this Policy, creating an account, requesting or accepting a Booking, confirming a Booking, storing items, hosting a Renter, or otherwise using the Platform, you agree to this Policy and the other agreements and policies that apply to your activity. If you do not agree, you must not confirm or participate in a Booking.

This Policy supplements the Terms and provides specific rules for refunds and cancellations. It must be read together with the Terms and the applicable role-specific agreement. If those documents cannot reasonably be read together, the Terms control unless a role-specific agreement expressly states that a Host- or Renter-specific provision overrides the Terms.

Nothing in this Policy limits any right or remedy that cannot lawfully be limited under applicable law.

OurSpace currently operates in Alberta and Ontario, Canada. Mandatory consumer-protection rights under applicable federal and provincial law continue to apply.

1. PURPOSE OF THIS POLICY

OurSpace operates a marketplace that connects Renters seeking storage or parking space with Hosts who offer available space.

This Policy explains:

When a Renter may be charged;
When a booking becomes subject to cancellation charges;
How service fees and contract-start fees are handled;
How recurring billing works;
How a Renter ends an active booking;
How a Host ends an active booking;
When a booking is officially completed;
How no-shows, access problems, and listing issues are handled;
When refunds, reversals, or adjustments may apply;
How property left behind may be addressed; and
How cancellation and refund disputes are reviewed.

OurSpace is not the owner or operator of the Host’s storage or parking space.

The Host supplies the underlying space to the Renter. OurSpace provides separate marketplace, payment-coordination, booking-administration, and support services.

2. KEY PRINCIPLES

The following principles apply unless this Policy, applicable law, or an approved dispute outcome provides otherwise:

Renters are not charged merely for submitting a booking request.
The initial payment may be processed up to 48 hours before the scheduled Booking Start Time.
If a booking is confirmed less than 48 hours before its scheduled start, payment may be processed immediately or as soon as reasonably practicable.
A Renter cancellation within 48 hours of the Booking Start Time is normally non-refundable.
If a Host cancels before storage begins, including within the 48-hour cancellation period, the Renter will receive a full refund.
Once storage begins, each charged billing cycle is normally non-refundable.
Voluntary early removal does not ordinarily result in a prorated refund.
A booking is not officially ended merely because a Renter submits an End Request.
To officially complete a booking, the Renter must remove all property and complete the required pickup and booking-end verification process.
Charges may continue if property remains in the space or required completion steps are not finished.
Future billing may be paused where credible evidence shows that all items were removed and a completion dispute is under review.
Refunds may apply where the Host cancels, denies access, materially misrepresents the space, fails to attend an agreed appointment, or otherwise cannot provide the booked space.
Refunds are returned to the original payment method where possible.
OurSpace does not currently issue refunds as platform credit.
Hosts must handle property left behind only through lawful procedures applicable in the jurisdiction where the space is located.
Statutory cancellation and refund rights apply in addition to this Policy and cannot be waived where applicable law provides otherwise.

3. DEFINITIONS

For the purposes of this Policy:

3.1 Booking

“Booking” means a storage or parking arrangement between a Renter and Host made through the OurSpace platform.

3.2 Booking Request

“Booking Request” means a request submitted by a Renter before the Host has accepted it and before all confirmation requirements have been completed.

3.3 Confirmed Booking

“Confirmed Booking” means a booking for which the required acceptance, user confirmation, verification, agreement acceptance, and payment authorization steps have been completed through the platform.

A booking may still be subject to successful payment before storage begins.

3.4 Booking Start Time

“Booking Start Time” means the date and time the booking is scheduled to begin.

3.5 Active Booking

“Active Booking” means a booking where:

The scheduled storage period has begun;
The Renter has placed property in the Host’s space; or
The platform otherwise treats the booking as in progress.

3.6 Billing Cycle

“Billing Cycle” means the recurring storage period selected for a booking, which may be daily, weekly, monthly, or another period disclosed through the platform.

3.7 End Request

“End Request” means a request submitted by a Renter through the platform to stop future renewal of an active booking.

An End Request does not, by itself, complete the booking.

3.8 Pickup Verification

“Pickup Verification” means the required platform process used to confirm that:

The Renter has removed all property;
The Host’s space has been vacated;
Required photographs, codes, confirmations, or other booking-end steps have been completed; and
The booking may be officially closed.

3.9 Host Storage Charge

“Host Storage Charge” means the amount set by the Host for use of the Host’s storage or parking space.

3.10 Service Fees

“Service Fees” means the separate fees charged by OurSpace to the Host and Renter for platform services.

Unless another amount is disclosed before confirmation:

The Renter Service Fee is 9.5% of the applicable Host Storage Charge; and
The Host Service Fee is 9.5% of the applicable Host Storage Charge.

3.11 Contract-Start Fees

“Contract-Start Fees” means:

The one-time $4.00 fee charged to the Renter on the first payment under a new booking contract; and
The one-time $4.00 fee charged to the Host and deducted from the first Host payout under that contract.

Applicable taxes may be added to these fees.

3.12 Full Refund

“Full Refund” means a refund of all amounts charged to the Renter for the affected booking, including:

The Host Storage Charge;
The Renter Service Fee;
The Renter Contract-Start Fee;
Applicable taxes; and
Any other refundable amount charged in connection with the booking.

Capitalized terms not defined in this Policy have the meanings given in the Terms.

4. BOOKING STATUS AND FORMATION

A typical booking may move through the following stages:

Requested: The Renter submits a Booking Request.
Accepted or awaiting confirmation: The Host accepts the request, but additional steps may remain.
Confirmed: Required confirmations, agreements, and verification steps are completed.
Paid: The initial payment is successfully processed.
Active: The booking period begins and storage or parking use starts.
Ending: An End Request has been submitted or a Host termination notice is in effect.
Pickup pending: Items are expected to be removed and verified.
Completed: All items are removed and the Pickup Verification process is completed.
Cancelled: The booking ends before becoming active.
Disputed: A cancellation, payment, access, completion, or refund issue is under review.

No storage arrangement is formed merely because a Renter submits a Booking Request.

A Host may accept or decline a request through the platform.

Additional steps may be required before the booking is confirmed or storage may begin.

5. AMOUNTS THAT MAY BE CHARGED

A Renter’s payment may include:

The Host Storage Charge;
The Renter Service Fee;
The Renter Contract-Start Fee on the first payment;
GST/HST or other applicable taxes;
Adjustments;
Other disclosed charges; and
Any other amount lawfully payable under the booking.

A Host payout may be reduced by:

The Host Service Fee;
The Host Contract-Start Fee on the first payout;
Applicable taxes on OurSpace fees;
Refunds;
Chargebacks;
Payment reversals;
Corrections;
Amounts owed to OurSpace; and
Other authorized deductions.

The complete amount payable by the Renter and the expected Host payout should be displayed through the platform before booking confirmation or payment.

6. INITIAL PAYMENT TIMING

The initial payment may be processed up to 48 hours before the scheduled Booking Start Time.

OurSpace does not guarantee that the charge will be processed at the exact moment that is 48 hours before the booking.

If a booking is requested, accepted, or confirmed less than 48 hours before its scheduled start, payment may be processed:

Immediately;
At confirmation;
Before access is provided; or
As soon as reasonably practicable.

A booking may not begin unless required payment has been successfully processed or otherwise approved by OurSpace.

7. CANCELLATION DEADLINE

The applicable cancellation deadline should be displayed through the platform before confirmation.

Unless otherwise stated, a Renter must cancel more than 48 hours before the Booking Start Time to avoid the late-cancellation rules.

A cancellation submitted at or after the 48-hour cutoff is considered a late cancellation.

Where a booking is confirmed within 48 hours of its scheduled start, the Renter will be informed that the booking is already within the normal non-refundable period.

OurSpace may require the Renter to expressly acknowledge the short-notice cancellation rule before confirming the booking.

The contractual cancellation rules in this Policy are separate from any non-waivable statutory cancellation right. Where applicable, Alberta and Ontario internet-agreement laws may provide additional cancellation rights if required pre-transaction disclosures, review opportunities, or a retainable copy of the Booking contract are not provided. The Terms contain further detail about these rights.

8. CANCELLATION BEFORE A BOOKING IS CONFIRMED

Before a booking is confirmed:

A Host may accept, decline, or cancel a Booking Request;
The Renter is not charged merely for submitting the request; and
No payment is owed unless a charge has been separately authorized and processed.

If a Host declines or cancels before the Renter is charged, no refund is required because no payment was collected.

If an amount is charged in error before confirmation, OurSpace may reverse or refund that charge.

9. RENTER CANCELLATION MORE THAN 48 HOURS BEFORE START

If a Renter cancels more than 48 hours before the Booking Start Time:

The Renter will not normally be charged;
No Host payout will be issued;
No Renter or Host Contract-Start Fee will apply;
No Renter or Host Service Fee will apply; and
Any amount charged in error will be reversed or refunded.

If a payment was already processed earlier than expected, all booking amounts will be refunded.

10. RENTER CANCELLATION WITHIN 48 HOURS OF START

If a Renter cancels within 48 hours of the Booking Start Time, the first billing cycle is normally non-refundable.

This rule exists because the Host has reserved the space and may no longer have a reasonable opportunity to rebook it.

Where the Host remained ready, willing, and able to provide the booked space:

The Host will ordinarily receive the Host Storage Charge for the first billing cycle;
The Host Service Fee will be deducted from the Host payout;
The Renter Service Fee will ordinarily be retained by OurSpace;
The Renter Contract-Start Fee will ordinarily be retained by OurSpace;
The Host Contract-Start Fee will ordinarily be deducted from the Host’s first payout;
Applicable taxes will be retained, refunded, or adjusted as required; and
No future recurring charges will apply if no property was placed in storage and the booking is properly closed.

The normal Host payout schedule, including the ordinary seven-day payout delay, remains applicable. OurSpace may review or hold the payout where the Renter reports that the Host could not perform, the Host asked the Renter to cancel, messages or cancellation responses raise a concern, or a Resolution Centre request is opened.

The late-cancellation rule does not apply in the Host’s favour where the Host:

Cancels the booking;
Cannot provide the booked space;
Denies agreed access;
Fails to attend the agreed drop-off;
Materially misrepresents the space;
Provides an unsafe or unusable space; or
Otherwise materially breaches the booking.

In those circumstances, the Renter may receive a Full Refund.

11. HOST CANCELLATION BEFORE STORAGE BEGINS

If a Host cancels at any time before storage begins, including within 48 hours of the Booking Start Time:

The Renter will receive a Full Refund;
The Host will not receive the Host Storage Charge;
The Host Service Fee will not be charged or will be reversed;
The Host Contract-Start Fee will not be charged or will be reversed;
Taxes will be refunded or adjusted as required; and
OurSpace may take account or listing action against the Host.

Repeated or avoidable Host cancellations may result in:

Listing restrictions;
Booking limitations;
Delayed payouts;
Account warnings;
Suspension; or
Account termination.

OurSpace does not guarantee replacement storage or reimbursement for indirect costs such as transportation, moving services, lost time, lost income, or alternative accommodation unless OurSpace expressly approves such relief.

12. SHORT-NOTICE BOOKINGS

A booking confirmed less than 48 hours before its scheduled start is considered a short-notice booking.

Before confirming a short-notice booking, the Renter should be informed that:

The booking is within the normal non-refundable period;
Payment may be processed immediately;
The first billing cycle and applicable fees may become non-refundable once confirmed; and
A Full Refund may still apply if the Host cancels or cannot provide the space.

Where available, the platform may require a separate short-notice acknowledgment.

12.1 Cancellation Questions and Review

When a Booking is cancelled, OurSpace may ask either party:

Why the Booking was cancelled;
Whether the Host remained ready and able to provide the Space;
Whether either party asked the other to cancel;
Whether an access, safety, listing, payment, or communication issue occurred; and
Whether a Resolution Centre request is needed.

Responses may be used to review refunds and payouts, identify repeated cancellation patterns or off-Platform conduct, enforce the Terms and Policies, and improve the Platform. Failure to complete a routine cancellation questionnaire will not automatically delay an ordinary outcome unless the circumstances require further review.

13. NO-SHOWS

13.1 Renter No-Show at Drop-Off

If the Renter fails to attend the agreed drop-off:

The first billing cycle may remain non-refundable where the Host was available and able to perform;
Applicable Service Fees and Contract-Start Fees may remain charged;
The parties may agree to reschedule;
The booking does not automatically become an Active Booking merely because payment occurred; and
Future recurring charges will not continue indefinitely where no items were ever stored.

OurSpace may close the booking after reviewing the circumstances.

13.2 Host No-Show at Drop-Off

If the Host fails to provide agreed access at drop-off:

The Renter may receive a Full Refund;
No Host payout will be issued;
Host-facing fees may be reversed;
OurSpace may take action against the Host account; and
The Renter should report the issue promptly.

13.3 Renter No-Show at Pickup

If the Renter fails to attend an agreed pickup:

The booking may remain active;
Charges may continue;
The Host should document the no-show;
A new pickup time should be arranged; and
The matter may be referred to the Resolution Centre.

13.4 Host No-Show at Pickup

If the Host fails to provide agreed pickup access:

The Renter should document the issue;
Future billing may be paused during review;
The Host may be responsible for resulting refunds or adjustments;
The Renter must be provided a reasonable opportunity to retrieve the property; and
OurSpace may take action against the Host account.

14. BILLING CYCLES

A booking may use a:

Daily cycle;
Weekly cycle;
Monthly cycle; or
Other billing cycle disclosed through the platform.

The applicable:

Host Storage Charge;
Service Fees;
Contract-Start Fees;
Taxes;
Renewal date;
Cancellation deadline; and
Other charges

should be displayed before the booking is finalized.

Once storage begins, each billing cycle may be charged at the start of that cycle.

15. RECURRING BILLING

Recurring charges continue until the booking is ended in accordance with this Policy.

To stop future renewal, the Renter must submit an End Request before the cutoff for the next billing cycle.

The platform should display the expected next billing date or renewal date.

If the End Request is submitted after the next cycle has already begun or after its payment has been processed:

That new cycle may become the final paid cycle;
The cycle is normally non-refundable; and
No further cycles should be charged after proper booking completion.

The Renter authorizes OurSpace and its payment provider to charge the saved payment method for recurring cycles without separate approval for each payment.

16. RENTER ENDING AN ACTIVE BOOKING

A Renter may submit an End Request through the platform.

When an End Request is submitted:

The current paid Billing Cycle will normally become the final cycle;
The Renter remains responsible for the full cycle;
No prorated refund is ordinarily provided;
The Renter must schedule and complete pickup;
All property must be removed; and
The Pickup Verification process must be completed.

An End Request does not officially complete the booking.

The booking is officially ended only when:

All property has been removed;
Required pickup photographs, codes, or confirmations have been completed;
The Host or platform confirms removal where required;
Any completion dispute has been resolved; and
The platform marks the booking as completed or otherwise confirms closure.

17. MID-CYCLE END REQUESTS AND EARLY REMOVAL

If a Renter ends a booking during an active daily, weekly, or monthly cycle:

The full cycle remains payable;
The cycle becomes the final paid cycle;
No refund or credit is ordinarily given for unused time; and
No new cycle should be charged after the booking is properly completed.

If the Renter removes all items before the end of the paid cycle:

The booking may be marked completed once Pickup Verification is finished;
The Host may make the space available again after completion;
The Renter does not retain the right to use an empty space for the unused portion of the cycle; and
No prorated refund is owed merely because the Renter removed property early.

18. PICKUP AND BOOKING-END VERIFICATION

To officially complete a booking, the Renter must follow the required Pickup Verification process.

The process may include:

Submitting an End Request;
Scheduling pickup;
Removing all property;
Removing waste, packaging, locks, or other materials belonging to the Renter;
Uploading pickup or condition photographs;
Entering or providing a completion code;
Confirming through the platform that all property was removed;
Obtaining Host confirmation where required; and
Completing any other security or booking-end step displayed through the platform.

If both parties confirm completion, the platform may close the booking automatically.

If one party does not respond within the response period shown through the platform, OurSpace may:

Review available records;
Request additional evidence;
Close the booking;
Leave the booking active;
Pause future billing;
Refer the matter to the Resolution Centre; or
Take another reasonable action.

19. DISPUTED PICKUP OR COMPLETION

If the Renter states that all property was removed but the Host does not confirm completion:

The Renter should provide photographs, timestamps, messages, codes, or other evidence;
The Host should explain why completion is disputed;
OurSpace may place the booking into a disputed-completion status; and
Future billing may be paused while the matter is reviewed.

OurSpace may consider:

Pickup photographs;
Host photographs;
Completion codes;
In-app messages;
Access records;
Timestamps;
Booking history;
Payment records; and
Other relevant evidence.

If OurSpace determines that all property was removed, the booking may be closed effective on the verified removal date.

Any charge processed after the verified removal date may be refunded or reversed where appropriate.

If a Host falsely or unreasonably refuses to confirm removal, OurSpace may:

Close the booking;
Reverse improper charges;
Recover amounts from Host payouts;
Restrict the Host account; or
Take other enforcement action.

If OurSpace determines that property remained, the booking may remain active and charges may continue.

20. HOST ENDING AN ACTIVE BOOKING

20.1 Standard Notice Requirement

A Host wishing to end an Active Booking must ordinarily provide at least 30 calendar days' notice, regardless of the Billing Cycle.

The notice period begins when the Host submits the termination notice through the platform and it is delivered or otherwise made available to the Renter.

The Host may select the earliest permitted end date, ordinarily 30 calendar days after the notice is submitted, or a later date. Private intentions or off-Platform statements do not replace a formal Platform notice.

20.2 Host Responsibilities During Notice

During the notice period, the Host must ordinarily:

Continue providing the booked space;
Provide agreed access;
Cooperate with pickup planning;
Avoid interfering with stored property;
Follow the booking terms; and
Continue complying with safety and legal obligations.

The Renter remains responsible for normal charges while the Space remains available and is provided in accordance with the Booking.

If the Host-required end date falls during a Billing Cycle:

The Renter must not be charged after the Host-required end date;
The unavailable portion may be prorated, refunded, reversed, or adjusted; and
The Host may be paid only for the period during which the Space remained available.

20.3 Insufficient Notice

If a Host gives less than 30 calendar days' notice without an approved emergency or other valid exception:

The Renter will not be charged for any period during which the Host no longer makes the Space available;
Amounts already charged for an unavailable period may be refunded or reversed;
The Host may be responsible for amounts refunded to the Renter;
OurSpace may recover those amounts from current or future Host payouts; and
Account enforcement may apply.

The Renter remains responsible for periods during which the space remained available and was actually provided, unless another refund rule applies.

21. EMERGENCY OR SHORT-NOTICE HOST TERMINATION

A Host may be permitted to end or restrict an Active Booking on shorter notice where reasonably necessary due to:

Immediate safety concerns;
Prohibited or illegal items;
Serious property damage;
Contamination;
Fire, flood, structural damage, or another property emergency;
Non-payment;
Fraud;
Serious policy violations;
A court, government, or regulatory requirement; or
Another urgent legal or safety issue.

Where reasonably possible, the Host should:

Report the issue through the platform;
Provide available evidence;
Avoid disturbing the property unnecessarily;
Allow OurSpace to review the issue;
Provide the Renter with notice;
Cooperate with safe retrieval; and
Preserve relevant records.

Where immediate action is required to protect people or property, the Host may act first and report the matter promptly afterward.

An emergency termination does not automatically authorize the Host to keep, sell, destroy, or dispose of the Renter’s property.

OurSpace will determine the appropriate Platform-level billing, refund, payout, and enforcement outcome based on the evidence, responsibility, and applicable law. Depending on the circumstances:

Where Renter misconduct caused the termination, the current Billing Cycle may remain payable and a refund may be denied;
Where Host negligence caused the loss of availability, the Renter may receive a refund for unavailable time and the affected Host payout may be recovered;
Where an unavoidable emergency occurred, fair proration may apply based on the usable period;
Where a court or government order applies, the outcome will be reviewed case by case; and
Where responsibility is unclear, OurSpace may apply billing, accrual, Booking, or payout holds while the matter is reviewed.

22. FAILED PAYMENTS AND NON-PAYMENT

22.1 Initial Payment Failure

If the initial payment fails:

The Renter will be notified and may be required to update or authenticate the payment method;
The Host may be notified that payment remains unresolved;
Drop-off and activation remain unavailable;
OurSpace may retry the payment; and
No Host payout will be issued unless payment succeeds.

Unless another deadline is displayed, the initial payment must ordinarily succeed no later than 24 hours before the Booking Start Time. If payment remains unresolved by that deadline:

The Booking may be automatically cancelled;
The Host's availability may be released;
Drop-off will not be permitted;
No Host payout will be issued;
Contract-Start Fees will not be retained where no payment succeeded; and
The Renter may be restricted from making another Booking until valid payment information is provided.

A payment that requires cardholder authentication may be handled differently from a declined payment.

22.2 Recurring Payment Failure

If a recurring payment fails:

OurSpace may retry the payment;
The Renter will be notified;
The Host may be notified where appropriate;
The Renter may be required to update or authenticate the payment method;
The Booking may be marked as past due;
The Renter may be restricted from creating or extending Bookings;
The outstanding account balance may be maintained;
Pickup and Resolution Centre access will remain available; and
The Host payout for the unpaid Billing Cycle will not be released.

A recurring payment failure does not immediately end a Booking while Stored Items remain in the Space.

OurSpace may provide a three-calendar-day grace period. If payment succeeds during that period, normal Booking and payout processing may resume.

If payment remains unresolved after three calendar days:

The payment may be classified as delinquent;
Account features may be restricted;
The Renter may be required to pay, arrange pickup, or contact the Resolution Centre; and
The matter may be escalated.

If payment remains unresolved seven calendar days after failure:

The Booking may be placed in termination-pending status;
Automatic renewal may be suspended;
The outstanding amount remains owed;
The Renter may be required to pay, arrange prompt pickup, or submit a Resolution Centre request; and
The Property Left Behind process may begin if the Renter remains unreachable or does not retrieve the property.

Additional storage amounts after termination becomes pending may be determined through the Resolution Centre rather than accumulating indefinitely without review.

Failed payment does not automatically authorize the Host to:

Retain the Renter’s property;
Refuse all reasonable retrieval access;
Sell the property;
Dispose of the property; or
Use unlawful self-help remedies.

If items remain in the Host’s space, the Host must follow the process in the Property Left Behind section and all applicable laws.

23. PROPERTY LEFT BEHIND

The Renter must remove all property by the required booking-end deadline.

If property remains after the booking is expected to end:

The booking may remain active;
Charges may continue;
The Host should report the issue through the Resolution Centre;
The Host should document the items and condition of the space;
The Renter should be notified; and
The parties should arrange retrieval.

OurSpace does not determine that property has legally become abandoned merely because it remains in the space.

A Host must not keep, use, sell, destroy, donate, discard, move, withhold, or otherwise dispose of property except through a lawful process.

The Host is responsible for following all applicable:

Federal laws;
Provincial or territorial laws;
Municipal bylaws;
Notice requirements;
Contractual requirements;
Lien rules;
Storage rules;
Disposal requirements;
Court orders; and
Other legal procedures in the jurisdiction where the space is located.

23.1 OurSpace Escalation Process

Where property remains in a Host’s space, OurSpace may use the following process.

Stage 1: Initial Report and Notice

The Host should:

Report the unremoved items through the Resolution Centre;
Submit photographs or other evidence;
Confirm the booking and property details; and
Avoid moving or disturbing the items unless reasonably necessary for safety.

OurSpace may contact the Renter through:

In-app messaging;
Email;
Telephone or text, where available; and
Other contact information associated with the account.

The Renter will be directed to schedule retrieval.

Stage 2: Continued Storage and Documentation

If the Renter does not promptly retrieve the property:

The booking may remain active;
Authorized charges may continue;
The Host should preserve messages, notices, photographs, and access records;
The Host should continue providing reasonable lawful retrieval access; and
The Host must not dispose of the property without lawful authority.

Stage 3: Formal Escalation

If the Renter does not respond or repeatedly fails to retrieve the property:

OurSpace may send an additional escalation notice;
The Renter account may be restricted;
Payments may be retried;
The matter may be flagged for further support review;
The Host may be directed to obtain jurisdiction-specific legal advice; and
The parties may be informed that OurSpace cannot determine legal abandonment or disposal rights.

Stage 4: Lawful Host Action

Before taking any action involving sale, disposal, donation, relocation, lien enforcement, or permanent retention, the Host must determine and follow the legally required process.

The Host should retain:

Copies of notices;
Proof of delivery;
Photographs;
A description of the property;
Payment records;
Storage records;
Legal advice obtained;
Receipts for lawful expenses; and
Records of the final disposition.

OurSpace does not take custody of property and does not direct a Host to dispose of property unless the action is clearly supported by applicable law and reviewed procedures.

23.2 Renter Responsibility for Costs

Where permitted by law, the Renter may be responsible for reasonable and documented costs caused by failure to remove property, including:

Continued storage;
Removal;
Transportation;
Handling;
Notice delivery;
Legal process;
Disposal; and
Other lawful costs.

No provision of this Policy creates a Host right to seize, retain, sell, or dispose of property where that right does not otherwise exist under law.

24. REFUND ELIGIBILITY

A refund, partial refund, reversal, or adjustment may be considered where:

A Host cancels before storage begins;
A Host cannot provide the booked space;
A Host fails to attend an agreed drop-off;
A Host denies access in violation of the booking;
A Host prevents pickup;
A listing is materially inaccurate;
The space is unsafe or materially unsuitable;
The Platform processes a duplicate charge;
The Renter is charged in error;
A technical error causes an improper charge;
Verification cannot be completed for reasons not caused by user misconduct;
The Host ends an Active Booking without required notice;
The Platform approves relief through the Resolution Centre;
Applicable law requires a refund; or
Another material failure justifies relief.

Refunds are not automatic and depend on the facts, timing, evidence, user conduct, this Policy, and applicable law.

25. SITUATIONS WHERE REFUNDS GENERALLY DO NOT APPLY

Unless required by law or approved under this Policy, refunds generally do not apply where:

The Renter cancels within 48 hours of the Booking Start Time;
The Renter voluntarily ends an active booking during a paid cycle;
The Renter removes property early;
The Renter does not use all available time;
The Renter fails to attend drop-off while the Host was available;
The Renter fails to attend pickup;
The Renter fails to complete Pickup Verification;
Property remains in the space;
The Renter stores prohibited items;
The Renter breaches the booking;
The issue results from inaccurate information supplied by the Renter;
The Renter refuses required verification;
The Renter violates Platform rules; or
The claim is fraudulent, misleading, or unsupported.

26. SERVICE FEE REFUNDS

Service Fees may be refundable where:

The Host cancels before storage begins;
The Host cannot provide the space;
The Renter is denied access;
The space is materially inaccurate or unsafe;
The charge is duplicated or processed in error;
The Platform causes the booking failure;
Applicable law requires a refund; or
OurSpace approves a refund through the Resolution Centre.

Service Fees are normally non-refundable where:

The Renter makes a late cancellation;
The Renter fails to attend drop-off;
The Renter voluntarily ends an active booking;
A paid cycle has already begun;
The Renter breaches the booking; or
The Platform services related to booking and payment have already been provided.

27. CONTRACT-START FEE REFUNDS

The Renter and Host Contract-Start Fees apply only to the first payment and first payout under a new booking contract.

27.1 Contract-Start Fees Are Not Charged Where

The Booking Request is declined before payment;
The booking is cancelled more than 48 hours before start and before payment;
No first payment is processed; or
The booking does not proceed to the applicable charge stage.

27.2 Contract-Start Fees Are Refunded or Reversed Where

The Host cancels before storage begins;
The Host cannot provide access;
The Host materially misrepresents the space;
The Platform processes the fees in error;
The booking cannot proceed because of a Platform failure;
Verification fails for reasons not involving misconduct;
Applicable law requires a refund; or
OurSpace approves the reversal.

27.3 Contract-Start Fees Are Normally Non-Refundable Where

The Renter cancels within 48 hours;
The Renter fails to attend drop-off;
The Host remained ready and able to provide the space;
The booking becomes active;
The Renter later voluntarily ends the booking; or
The first payment was validly processed and the Platform services were provided.

28. TAXES AND REFUND ADJUSTMENTS

Where a taxable charge or fee is refunded, the related GST/HST or other tax may also be refunded, credited, or adjusted as required by law.

Tax on:

The Host’s underlying supply;
The Renter Service Fee;
The Host Service Fee;
The Renter Contract-Start Fee; and
The Host Contract-Start Fee

may be accounted for separately.

OurSpace may issue a refund confirmation, adjustment record, or corrected transaction record.

The treatment of tax collected for a Host may depend on:

The Host’s registration status;
The nature of the supply;
The refund circumstances;
Applicable law; and
The payment and tax-accounting structure then in effect.

29. VERIFICATION-RELATED CANCELLATIONS

OurSpace may require identity, payment, account, banking, address, or other verification before a booking may proceed.

Where possible, verification should be completed before the initial payment is processed.

If a booking cannot proceed because verification cannot be completed for reasons not involving fraud or misconduct:

The innocent party should not bear the resulting financial loss;
The Renter may receive a Full Refund;
Host-facing fees may be reversed; and
The booking may be cancelled.

Where a user:

Provides false information;
Submits fraudulent documents;
Uses another person’s identity;
Refuses required verification;
Attempts to evade Platform controls; or
Engages in misconduct,

OurSpace may restrict or deny refunds to the extent permitted by law and may recover resulting losses.

30. ACCESS, LISTING, AND SAFETY ISSUES

A Renter who experiences:

Denied access;
A materially inaccurate listing;
An unsafe space;
A serious security issue;
A major condition problem; or
Another material booking failure

should report the issue promptly through the Resolution Centre.

The Renter should avoid placing property into a space that appears unsafe or materially different from the listing.

OurSpace may request:

Photographs;
Videos;
Messages;
Booking records;
Timestamps;
Receipts;
Access information;
Witness information; or
Other evidence.

OurSpace may approve:

A Full Refund;
A partial refund;
A billing adjustment;
A cancellation;
A payout reversal;
Account action; or
Another appropriate remedy.

31. REPORTING DEADLINES

Users should report issues promptly.

Unless another period is displayed through the platform, the following guidelines apply:

Serious access, safety, or listing issue: within 24 hours of discovery where reasonably possible;
Host or Renter no-show: as soon as reasonably possible on the scheduled date;
Booking-end or Pickup Verification dispute: within 48 hours;
Duplicate or incorrect charge: within 30 days;
Unauthorized payment or suspected fraud: promptly after discovery;
Damage or condition issue: within 24 to 48 hours, with photographs where possible; and
Property left behind: promptly after the scheduled booking end.

OurSpace may review a late report where:

The user could not reasonably report earlier;
The evidence remains available;
The issue involves safety or fraud;
Applicable law requires review; or
Another reasonable basis exists.

32. DISPUTE REVIEW PROCESS

A Host or Renter may submit a cancellation, payment, completion, or refund dispute through the Resolution Centre.

Users must:

Cooperate in good faith;
Provide truthful information;
Preserve relevant evidence;
Respond to reasonable requests; and
Avoid interfering with the other party.

OurSpace may review:

Booking details;
Listing information;
Messages;
Photographs and videos;
Timestamps;
Access records;
Verification records;
Pickup records;
Payment records;
Refund history;
User conduct; and
Other relevant evidence.

OurSpace may consider:

Whether the booking was properly confirmed;
Who caused the cancellation or booking failure;
Whether the Host was ready and able to perform;
Whether the space was available and as described;
Whether access was provided;
Whether items entered the space;
Whether the issue was promptly reported;
Whether a billing cycle had already begun;
Which services and fees had already been earned;
Whether either party breached the booking;
Whether property remained in the space;
Whether consumer or other law requires relief; and
What tax adjustments are required.

OurSpace may make a Platform-level decision regarding:

Refunds;
Partial refunds;
Payment reversals;
Payouts;
Payout recovery;
Booking status;
Account restrictions;
Future billing;
Fees;
Taxes; and
Policy enforcement.

This does not prevent a user from exercising rights that cannot lawfully be limited.

32.1 Temporary Holds

While a cancellation, payment, access, completion, safety, or refund issue is being reviewed, OurSpace may apply one or more temporary holds:

Billing Hold: no new Renter payment is processed;
Accrual Hold: no additional amount accumulates;
Payout Hold: collected funds are not transferred to the Host's bank account; or
Booking Hold: the Booking remains open but cannot automatically renew, close, or materially change.

A hold does not determine responsibility. It preserves relevant funds, evidence, or Booking status while OurSpace reviews the matter. After review, OurSpace may release the hold, process or reverse a charge, issue a refund or adjustment, recover affected Host funds, update the Booking status, or take another action permitted by the Terms, this Policy, and applicable law.

33. REVIEW AND REFUND PROCESSING TIMES

OurSpace will aim to acknowledge a complete dispute or refund request within two business days.

OurSpace may request additional information before making a decision.

OurSpace will aim to make a decision within ten business days after receiving sufficient information.

Complex disputes may take longer, including disputes involving:

Property left behind;
Fraud;
Chargebacks;
Safety;
Conflicting evidence;
Tax issues;
Legal proceedings;
Third-party payment reviews; or
Law-enforcement involvement.

Where a refund is approved, OurSpace will submit it to the payment processor as soon as reasonably practicable.

34. HOW REFUNDS ARE ISSUED

Approved refunds will ordinarily be returned to the original payment method used for the transaction.

Depending on how the original payment was made, the refund may be returned to:

The original credit card;
The original debit card;
The bank account or payment method connected to the transaction; or
Another original payment destination supported by Stripe or the applicable payment provider.

OurSpace does not currently provide refunds as Platform credit.

A refund cannot always be redirected to a different card, bank account, or person.

Where the original payment method is unavailable, expired, closed, or unable to receive the refund, OurSpace and the payment provider may require additional steps.

Processing times may depend on:

Stripe;
The user’s bank;
The card issuer;
The payment network;
The original payment method; and
Other third-party systems.

Processing after an approved refund is submitted may be controlled by Stripe, the payment network, or the user's financial institution. Nothing in this paragraph limits a refund-processing deadline or other right that applies under law.

The user will ordinarily receive notice when the refund has been initiated.

35. CHARGEBACKS AND PAYMENT DISPUTES

A chargeback or dispute submitted through a bank or card issuer is separate from the OurSpace Resolution Centre.

Where practical, users should contact OurSpace before initiating a chargeback so that the issue can be reviewed.

A chargeback does not automatically:

Cancel a booking;
Complete Pickup Verification;
End recurring billing;
Resolve a dispute;
Remove property; or
eliminate amounts properly owed.

OurSpace may provide transaction evidence to:

Stripe;
A bank;
A card issuer;
A card network; or
Another payment provider.

If a chargeback affects an amount paid or payable to a Host, OurSpace may:

Delay a payout;
Reverse a payout;
Deduct the amount from a future payout;
Maintain a negative Host balance;
Restrict the account; or
Recover the amount through another lawful method.

Fraudulent or abusive chargebacks may result in account suspension or termination.

36. FRAUD, ABUSE, AND PLATFORM MISUSE

OurSpace may delay, restrict, reverse, or deny refunds or payouts where reasonably necessary to investigate:

Fraud;
Suspicious payment activity;
False claims;
Fabricated evidence;
Refund abuse;
Chargeback abuse;
Prohibited items;
Identity misuse;
Account manipulation;
Collusion between users; or
Other conduct creating legal, safety, or financial risk.

OurSpace may suspend or terminate accounts in accordance with the Terms & Conditions and role-specific agreements.

37. POLICY INTERPRETATION

OurSpace will interpret and apply this Policy reasonably and in good faith based on:

The wording of this Policy;
The applicable agreements;
Booking terms;
Available evidence;
User conduct;
Safety;
Platform integrity;
Consistent decision-making; and
Applicable law.

The fact that OurSpace provides support or makes a Platform-level decision does not make OurSpace the supplier of the Host’s underlying space.

38. CHANGES TO THIS POLICY

OurSpace may update this Policy from time to time.

For a material change, OurSpace will provide at least 14 days' advance notice before the change takes effect by email to the address associated with the user's account and by posting the updated Policy on the Platform. Material changes include changes to fees, cancellation rights, payment obligations, refund procedures, liability terms, or dispute-resolution terms.

Additional notice may be provided:

Through the platform;
By email;
At login;
Before confirmation;
Before a future billing cycle; or
By another reasonable method.

Changes to fees, cancellation rights, payment obligations, or refund procedures will apply prospectively.

A new charge will not be applied retroactively to a completed billing period.

OurSpace may require affirmative acceptance of an updated Policy before a user may continue using certain features.

The version applicable to a booking may be recorded with the booking or account acceptance history.

39. CONTACT AND SUPPORT

For cancellation, payment, refund, pickup, or booking-end assistance, contact OurSpace through:

OurSpace Technologies Inc.

Email: support@ourspacetech.com

Website: https://ourspacetech.com/

User Agreements: https://ourspacetech.com/user-agreements/

Help Centre: https://ourspacetech.com/help-centre/

Resolution Centre: https://ourspacetech.com/resolution-centre/