Cancellation Policy

CrashPal Cancellation Policy

READ THIS FIRST:

Crash Pad rentals can be canceled 48 hours prior to pickup or earlier without any penalties. Cancelling 24-48 hours before pickup time will result in a refund of the base rental price to your card (but not of service or damage protection fees). Cancelling less than 24 hours before pickup time will result in a refund of 50% rental price.

What if a Borrower needs to cancel due to an emergency?

We may be able to issue a refund if a Borrower cancels due to a verified emergency. Contact CrashPal Support for assistance.

Overview

This Cancellation Policy explains how cancellations are handled when unexpected events arise after booking. It applies to all crash pad rentals made through CrashPal.

Borrowers who cancel may be eligible for a refund based on the timing of their cancellation. Owners who cancel reservations may be subject to penalties unless covered by an eligible emergency.

This policy takes precedence over individual Owner cancellation policies in cases where it applies.

Covered Events for Cancellations (within 24 hours of rental)

The following situations allow for a full refund if cancellation occurs due to:

• Natural disasters – Severe weather events such as wildfires, hurricanes, floods, or earthquakes that make it unsafe to complete the rental.
• Government restrictions – Unexpected travel bans or local restrictions that legally prevent completion of the rental.
• Declared emergencies – National or local government-declared emergencies that impact the ability to use the rental.

If you believe your cancellation qualifies, CrashPal Support may request documentation to verify the event.

What is NOT Covered? (within 24 hours of rental)

The following do not qualify for a refund outside of the standard cancellation policy:

• Change of plans – Personal scheduling conflicts or deciding not to use the crash pad.
• Bad weather – Unless a government advisory is in place, general bad weather does not qualify.
• Travel disruptions – Flight cancellations, road closures, or transit delays not covered by a government order.
• Climbing conditions – Closures of climbing areas or outdoor conditions that don’t prevent travel.

For these situations, the refund amount depends on the standard cancellation policy below.

Standard Cancellation Policy

For Borrowers:

Cancellations 48 hours or more before the rental start date: Full refund
Cancellations within 24-48 hours of the rental start date: 87% Refund (unless due to a covered event) Cancellations less then 24 hours of the rental start date: 50% Refund (unless due to a covered event)
Weather-related cancellations: Potentially Refundable

For Owners:

If an Owner cancels a confirmed booking, CrashPal will:

• Issue a full refund to the Borrower
• Assist in finding an alternative rental
• Frequent cancellations may result in account suspension

How Long Do Refunds Take?

Refunds are processed immediately upon cancellation and typically appear within 3-5 business days. In some cases, it may take up to 15 days for funds to reflect on your payment method.

What to Do Next?

If you need to cancel your reservation:

1. Log into CrashPal and go to Your Bookings
2. Select your reservation and click Cancel
3. If eligible for a refund, it will be automatically processed

If you believe your situation qualifies under a covered event, contact CrashPal Support for assistance.

For any questions, reach out to support@crashpal.com.