Renter Cancellation

It is the responsibility of the renter, not the host, to cancel a reservation once the renter has removed their items from the storage space. Renters must visit their My Rentals page to cancel their reservation and all future payments will be stopped effective immediately. Learn more on How do I cancel my reservation?

Renters are not eligible for a refund nor a prorated amount if they store for less than the standard rental month.

  • If a renter cancels a reservation less than 24 hours after approval, regardless of start date, the renter is eligible for a 100% refund of the listing price and the service fee.
  • If a renter cancels a reservation 4 or more days before the start date and more than 24 hours after approval, the renter is eligible for a 100% refund of the listing price and the service fee. 
  • If a renter cancels a reservation 3 or less days before the start date and more than 24 hours after approval, the renter is eligible for an 80% refund of the listing price and will be refunded 0% of the service fee.
  • Reservations cancelled after the start date and more than 24 hours after approval are not eligible for a refund.

Note: If a renter communicates to their host that they want to move out and end their reservation but does not cancel their reservation on the Neighbor website or mobile app, the renter is not eligible for a refund if their rental month automatically renews. 

Host Cancellation

If a host needs to cancel a reservation before the renter stores their belongings, the renter will receive a full refund and the Neighbor Customer Success team is available to help the renter find an alternative storage space. 

If for some reason a host needs to cancel a reservation after the renter has moved in, they are required to provide 30 days notice to the renter. If an extreme situation requires a host to evict the renter with less than 30 days notice, the host may be charged a fee and the renter will receive a full refund (minus service fees) of the most recent rental month. 

Hosts who repeatedly cancel reservations may be subject to additional penalties, including removal from the Neighbor community.

Additional Help

For specific inquiries, please email support@neighbor.com and include all pertinent information. 

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