Storbor — Cancellation & Refund Policy

Storbor Inc. · Version 1.1 · Effective: June 12, 2026 · Last updated: 2026-06-27

This Policy is part of the Terms of Service. It explains cancellations and refunds for bookings and add-on services.

1. Cancellation by rental mode

Refunds depend on how the space was booked. A Renter can request cancellation at any time; the cancellation takes effect 4 hours after the request, and the Custodian is notified immediately so they can plan around it.

• Monthly cancellations require the stored items to be cleared before the cancellation takes effect.
• The 4-hour effective delay applies to all modes. Storbor processes due cancellations automatically once that window elapses.

2. Fees are non-refundable (all-in pricing)

Renters are quoted one all-in price — the custodian's rate plus an 8% Storbor service fee — shown as "price + applicable taxes." On a Renter-initiated cancellation, all platform fees are non-refundable:

• The 8% renter service fee is non-refundable.
• Storbor's 13% commission is non-refundable.
• The Storbor Guarantee fee is non-refundable.
• The refundable amount is therefore the custodian-payout portion of the rental, governed by the mode rules in §1.
• Pickup & Return charges follow the Pickup & Return Service Terms.

3. If a Custodian cancels

If a Custodian cancels a confirmed booking or fails to provide the agreed access:

• The Renter receives a 100% refund — including all fees (this overrides §2).
• The Custodian is not paid at all, including for any time the items were already in their custody.
• The Renter is given time to withdraw their items before access ends: 4 hours for hourly bookings or any booking under 24 hours, and 24 hours for bookings of 24 hours or longer.
• The Renter and Storbor are notified automatically by email and SMS.
• Repeated Custodian cancellations may lead to penalties, lower ranking, or removal.

4. Renter no-show (missed check-in)

If a Renter does not check in (drop off their items) by the booking's start time, Storbor sends a reminder to the Renter every hour for up to 8 hours, and alerts the Custodian that the Renter has not arrived. If the Renter still has not checked in 8 hours after the start time (or by the booking's end time, whichever comes first), the booking is automatically cancelled as a no-show:

• The Custodian is not paid for a no-show — no items were ever delivered into their care, so no storage service was provided and no bailment or duty of care arises for that booking.
• The Renter's storage charge is refunded; the platform service fee is non-refundable (consistent with §2).
• Both the Renter and the Custodian are notified automatically (in-app push, and email/SMS where enabled), and the space is released back to the Custodian's availability.

5. Extenuating circumstances

Storbor may override the above and issue refunds in genuine emergencies (e.g., serious illness, natural disaster, or unsafe/unavailable space), at our reasonable discretion and with supporting documentation.

6. How refunds are issued

Approved refunds are returned to the original payment method through Stripe. Timing depends on your bank or card issuer (typically 5–10 business days).

7. Disputes

If you believe a charge or refund is wrong, contact billing@storbor.com within 30 days. Storbor Guarantee claims follow the Storbor Guarantee Terms.

8. Statutory rights

Nothing in this Policy limits non-waivable rights you may have under Ontario or Canadian consumer-protection law.