What happens if a booking gets cancelled?

Cancellations are governed by the cancellation policy set by the landlord at the time of listing. The outcome, including who pays the cancellation fee and how much the brand receives back, depends on who cancels and how much notice is given.

The 4% cancellation fee

A 4% transactional fee applies to all cancellations, calculated on the total booking value. This fee is non-refundable in all cases regardless of timing or who initiates the cancellation.

Example: a total booking value of $100 minus the 4% cancellation fee leaves a final refund of $96.

Who pays the fee

If the brand cancels: The brand bears the full 4% cancellation fee.

• Cancelled within the notice window set by the cancellation policy: the brand receives a full refund minus the 4% fee
• Cancelled after the notice window has closed: the brand receives a partial refund minus the 4% fee. The exact amount depends on the policy and timing.

You as the landlord receive compensation as outlined in the POP UP SHOPS booking terms.

If you as the landlord cancel: You bear the full 4% cancellation fee. The brand receives a full refund of their payment regardless of timing.

Important: Repeated cancellations by the landlord may affect your listing's standing on the platform.

Cancellation policy types

The notice window that determines whether a cancellation is on time or short notice depends on the cancellation policy you set on your listing:

• Flexible: cancellations accepted up to 1 week before the booking start date
• Moderate: cancellations accepted up to 2 weeks before the booking start date
• Strict: cancellations accepted up to 1 month before the booking start date

The cancellation policy applicable to a booking is always the one set on the listing at the time of booking. Brands can review this before submitting a request.

What happens next

Once a cancellation is confirmed, refunds are processed according to the platform refund policy. For details on timelines and how refunds are handled, see How are refunds processed?

For the full legal framework governing cancellations, check the POP UP SHOPS booking terms.

Find more information about cancelled bookings.