Cancellation & Refunds Policy

This Policy explains how cancellations and refunds work for bookings made on Nextdoorly. It applies alongside our Terms & Conditions and Rental Agreement.

1. Renter cancellations

• More than 48 hours before start: full refund of the rental fee, less any non-refundable service fee shown at checkout
• 24–48 hours before start: 50% refund of the rental fee, less any non-refundable service fee
• Less than 24 hours before start, or after start: no refund; the Owner has reserved the Item for you

2. Owner cancellations

If an Owner cancels a confirmed booking, the Renter receives a full refund (including any service fee). Repeat or last-minute cancellations by Owners may result in account restrictions.

3. No-shows

• If the Renter does not collect or accept delivery within 24 hours of the start time, the booking is treated as a no-show and no refund is due
• If the Owner fails to make the Item available, the Renter receives a full refund and may report the Owner

4. Faulty or misdescribed items

If the Item is faulty, unsafe or materially different from the listing description, the Renter must notify the Owner and Nextdoorly within 24 hours of receiving it. Where the issue is confirmed, the Renter is entitled to a full or partial refund proportional to the loss of use.

5. Deposits

Where a deposit is taken, it is released back to the Renter after the Item is returned in agreed condition. The Owner may retain all or part of the deposit to cover damage, loss or late return as set out in the Rental Agreement, with reasonable evidence.

6. Force majeure

Where a booking cannot proceed due to events outside either party's reasonable control (e.g. severe weather, transport disruption, a death in the family, government restriction), Nextdoorly may at its discretion offer a full or partial refund or rebooking, supported by appropriate evidence.

7. How refunds are made

Refunds are made to the original payment method via our payment provider. Bank processing times typically mean funds appear within 5–10 business days.

8. Consumer-rights notice (UK)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day cancellation right does not apply to short-term hire of goods for a specified period (regulation 28). Your statutory rights regarding faulty or misdescribed goods under the Consumer Rights Act 2015 are unaffected.

9. Disputes

Refund disputes should first be raised with the other party via the Nextdoorly messaging system. Nextdoorly may, at its discretion, mediate, but the final liability rests between the Owner and the Renter as set out in the Rental Agreement.