Refund & Cancellation Policy
This policy outlines how SoftTouchRentals handles booking cancellations, refund eligibility, host payouts, and payment processing. Terms may vary based on the cancellation policy selected at the time of booking.
Booking-specific rules
Each listing displays its own cancellation terms before you confirm a reservation.
Secure payments
All refunds are processed through Stripe to your original payment method.
Renter Cancellations
Renters may cancel according to the cancellation policy displayed at booking. The applicable policy — including any deadlines, refund amounts, and non-refundable portions — is shown before payment is confirmed and governs your cancellation rights for that reservation.
Service Fees
Service fees may be refunded in accordance with applicable laws and platform rules. Whether a service fee is refundable depends on the cancellation timing, the listing's policy, and relevant consumer protection requirements in your jurisdiction.
Host Payouts
Hosts may receive payouts only for completed and eligible reservations. If a booking is cancelled, modified, or found ineligible under platform rules, corresponding payouts may be adjusted, delayed, or withheld accordingly.
Disputes & Individual Review
Refund requests involving disputes, fraud, misrepresentation, or safety concerns may be reviewed individually. SoftTouchRentals may request additional information from renters, hosts, or third parties before determining an appropriate resolution.
Safety-related concerns are prioritized and may result in immediate booking cancellation regardless of the standard cancellation window.
Partial & Full Refunds
SoftTouchRentals reserves the right to issue partial or full refunds when warranted. Refund amounts may reflect the listing's cancellation policy, the circumstances of the cancellation, and any applicable platform or legal requirements.
Refund Processing
Refunds are returned to the original payment method through Stripe and may require 5–10 business days to appear. Processing times may vary depending on your bank or card issuer after Stripe has initiated the refund.
Expected Timeline
Once approved, your refund is sent back through Stripe to the card or account used at checkout. Most refunds appear within 5–10 business days, though your financial institution may need additional time to post the credit.
5–10 business daysContact Support
Questions about a cancellation or refund? Our support team is here to help.