How do I cancel a booking?

If you need to cancel a booking, please contact POP UP SHOPS. Note that there is a 4% transactional fee for cancelled bookings. When a tenant cancels, they must bear the cost of the cancellation fee. If the landlord cancels, they must pay the cancellation fee.

Find more information about refunds.

If you need to cancel a confirmed booking, you will need to contact the POP UP SHOPS support team directly. Cancellations cannot be processed independently from within the platform.

Cancellation fees

A 4% transactional fee applies to all cancelled bookings, calculated on the total booking value. Who bears the cost depends on who initiates the cancellation.

If the brand (tenant) cancels: The brand bears the full 4% cancellation fee. As the landlord, you receive your payout minus any applicable adjustments based on the cancellation timing and the cancellation policy set on your listing.

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

Important: Cancelling a confirmed booking affects both parties. We recommend exhausting all alternatives such as date changes or direct negotiation before requesting a cancellation. Repeated cancellations may affect your listing's standing on the platform.

Cancellation policies

The refund the brand receives also depends on the cancellation policy you set on your listing and how much notice is given. There are three policy types:

Flexible: cancellations accepted up to 1 week before the booking start date. Full refund minus the 4% fee if cancelled within this window.
Moderate: cancellations accepted up to 2 weeks before the booking start date. Full refund minus the 4% fee if cancelled within this window.
Strict: cancellations accepted up to 1 month before the booking start date. Full refund minus the 4% fee if cancelled within this window.

Cancellations made after the notice window has closed result in a partial refund for the brand.

You set your cancellation policy when creating your listing. To review or update it, go to your listing in the Listings tab and open the Publication settings.

What happens after a cancellation

Once the support team confirms the cancellation, refunds are processed according to the platform refund policy. The timeline depends on the payment method used.

For full details, see How are refunds processed?