Cancellation and Refund Policy

 

Customer Cancellation

As a Customer, you will see one of three Cancellation Policies for both sub 30 day stays and 30+ day stays:

-       The Standard Policy is our most common policy.

-       The Flexible Policy allows a great deal of flexibility for travelers.

-       The Strict Policy has strict conditions, but often the best rates.

The Standard Cancellation Policy allows for:

  • If the cancellation is initiated 30 or more days before the Check in date of the Stay, a full refund of both the Booking Deposit and the Urbandoor Customer Service Fee will be issued, and the Customer will have no further liability for the Stay.

  • If the cancellation is initiated less than 30 days before the Check in date of the Stay, but before the first day of the booking, the Customer will forfeit the Booking Deposit and the Urbandoor Customer Service Fee, and no refund will be issued. Additionally, the Customer will have no further liability for the Stay.

  • If the cancellation is initiated on or after the Check in date of the Stay, the Customer will be liable for the entire Transaction Fee and Urbandoor Customer Service Fee, unless the Provider is able rebook the unit. If the Provider is able to rebook the unit, the Customer will be issued a credit for the Transaction Fee for the dates the unit was rebooked.

The Flexible Cancellation Policy allows for:

  • If the cancellation is initiated 30 or more days before the Check in date of the Stay, a full refund of both the Booking Deposit and the Urbandoor Customer Service Fee will be issued, and the Customer will have no further liability for the Stay.

  • If the cancellation is initiated between 7 and 29 days before the Check in date of the Stay, the Customer will receive a 50% refund of both the Booking Deposit and the Urbandoor Customer Service Fee. The Customer will have no further liability for the Stay.

  • If the cancellation is initiated less than 7 days prior to the Check in date, the Customer will forfeit the Booking Deposit and the Urbandoor Customer Service Fee, unless the Hospitality Provider is able to rebook the unit. If the Hospitality Provider is able to rebook the unit, the Customer will be issued a credit for the Transaction Fee for the dates the unit was rebooked.

  • If the Stay is for less than 30 nights and cancelled at anytime, the Customer will forfeit the Booking Deposit and the Urbandoor Customer Service Fee.

  • If the Stay is for more than 30 days and a cancellation is requested after the Check in date, the Customer may cancel the Stay with a 30 day notice.

The Strict Cancellation Policy allows for:

  • If the Stay is cancelled anytime after booking, the Customer will forfeit the Transaction Fee and the Urbandoor Customer Service Fee, unless the Provider is able to rebook the unit. If the Provider is able to rebook the unit, the Customer will be issued a credit for the Transaction Fee for the dates the unit was rebooked. 

As a Customer, you also are subject to the Customer Verification process and fees noted below.

 

Provider Cancellation

If, as a Provider, you cancel a Confirmed Booking, Urbandoor will refund the Transaction Fees for such booking to the applicable Customer and (ii) the Customer will receive an email or other communication from Urbandoor containing alternative Listings and other related information.

If, as a Provider, you cancel a Confirmed Booking, you agree that Urbandoor may apply penalties or consequences to you or your Listings, including (i) publishing an automated review on your Listing indicating that a booking was cancelled, (ii) keeping the calendar for your Listings unavailable or blocked for the dates of the cancelled booking, or (iii) imposing a cancellation fee. You will be notified of the situations in which a cancellation fee applies before you decide to cancel.

 

Urbandoor Cancellation

Additionally, if Customer fails to pay the Processor the Customer Fees in the amounts and on the due dates set forth in the Accommodation Agreements, both Urbandoor and the Hospitality Provider will have the option to unilaterally cancel the Confirmed Booking anytime prior to move-in. If Urbandoor cancels the Confirmed Booking, there will no penalties to the Provider.

 

Customer Verification

Additionally, at the request of the Hospitality Provider or at its own discretion, Urbandoor may run a criminal background check and a credit check on the guest and any additional occupants, pursuant to the Urbandoor Screening Criteria. Guest agrees to help facilitate such background check.

If the guest or the occupants fail to clear the check within the Screening Period (for whatever reason, including disqualifying offense, poor credit score or non-cooperation in the process), Urbandoor, or the Hospitality Provider may cancel the stay at its own discretion and the Guest is subject to the cost of the criminal background ($25) and credit check ($10). The credit card input at the time of booking will be charged.

The Screening Period is defined as seven (7) days from the Booking Confirmation or the period between Booking Confirmation and Move-In, whichever is shorter.