# Cancellation and Refund Policy > It is the primary responsibility of the renter to end their reservation through the Neighbor app or website to prevent future payments from being charged After Source: https://help.neighbor.com/en_us/cancellation-and-refund-policy-Bkn_vj9QA Last updated: 2025-12-01T19:39:00.024Z It is the primary responsibility of the renter to end their reservation through the Neighbor app or website to prevent future payments from being charged. After the renter has removed their items from the storage space, the renter can cancel the reservation by visiting the [Rentals](https://www.neighbor.com/dashboard/rentals) page. Learn more about [how to cancel a reservation](https://help.neighbor.com/en_us/how-do-i-cancel-my-reservation-rkbPvRUA_) as a renter. If the host is aware that the renter (i) no longer intends to use the space and (ii) has permanently removed their items from the space or never stored items in the space, the host should cancel the reservation on behalf of the renter. Learn more below about renter and host cancellation and Neighbor's refund policy. ## Renter Cancellation ### Pending Reservation Refunds (Before the Host Approves) If a renter ends a pending reservation request before the host approves the reservation, a full refund of all fees will be automatically processed. A full refund will also be automatically issued if a host declines a pending reservation request.  ### Approved Reservation Refunds  ![](https://cdn.kustomerhostedcontent.com/media/60dc7c61e9d9b3c395ceb9db/e7fd559f67752137fff94102fb21d560.png)![](https://cdn.kustomerhostedcontent.com/media/60dc7c61e9d9b3c395ceb9db/54d2472b08c51e17c10a203a1cb18ab8.png)![](https://cdn.kustomerhostedcontent.com/media/60dc7c61e9d9b3c395ceb9db/8b1ab2c9572d93467a443ce3b336a621.png)![](https://cdn.kustomerhostedcontent.com/media/60dc7c61e9d9b3c395ceb9db/fb51023e127056e08ba2c4e3774753e0.png) * If a renter cancels a reservation within 24 hours of a host approving a reservation, regardless of when the reservation starts, the renter is eligible for a 100% refund of the listing price, service fee, and any applicable Property Protection Plan fee. * If a renter cancels a reservation 7 or more days before the start date, the renter is eligible for a 100% refund of the listing price, service fee, and any applicable Property Protection Plan fee.  * If a renter cancels a reservation 6 or fewer days before the start date, but not on or after the state date, the renter is eligible for an 80% refund of the listing price and applicable Property Protection Plan fees, and will be refunded 0% of the service fee. * Reservations canceled both on/after the start date and more than 24 hours after approval are not eligible for a refund. * If a renter cancels a reservation on the monthly renewal date, the renter is eligible for a 100% refund of the listing price, service fee, and any applicable Property Protection Plan fee for the monthly period beginning on the renewal date. ### Active Reservation Refunds (After the Start of the Reservation) Reservations [generally renew on the same day each successive month](https://help.neighbor.com/en_us/monthly-rental-periods-reservation-renewals-SkNmsMnpi). When a renter is ready to end their reservation, they need to remove all of their items and then [cancel their reservation](https://kst.mr/BkYC4TwOc) through the Neighbor platform.  Even if a renter has removed their items, the reservation still needs to be canceled through the Neighbor platform to prevent future automatic charges.  If the renter does not cancel a reservation on the Neighbor platform before the next renewal date, the renter will be charged for the next monthly period. Unless the renter cancels the reservation on the renewal date via the Neighbor platform, a refund will not be issued even if the renter has already removed their items, communicated to the host that they were ending their reservation, or never used the storage space. Renters are not eligible for a refund nor a [prorated](https://kst.mr/S1wrSpwO9) amount if they store for less than the standard rental month. ## Host Cancellation When hosts receive a reservation request, they are able to decline the request or cancel anytime before the start date. 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 Support team is available to help the renter find an alternative storage space.  Once a reservation has started, hosts may cancel a reservation in two instances: (1) canceling the reservation on behalf of the renter, and (2) when the host needs to reclaim their space.  ### Ending on Behalf of the Renter If a host is aware that a renter no longer intends to use the reserved listing and the renter has permanently removed all of their items (or never stored their items), hosts should cancel the reservation on behalf of the renter through the Neighbor platform. Learn more about [how to cancel a reservation as a host](https://kst.mr/H1w4LavO5). ### Host Reclaiming their Space If a host needs to cancel a reservation after the renter has stored their items, the host is required to provide 30 days’ [notice](https://help.neighbor.com/en_us/how-to-give-my-renter-a-notice-to-vacate-rkG8DCIRu) to the renter. If an extreme circumstance arises and a host needs to cancel a reservation with less than 30 days’ [notice](https://help.neighbor.com/en_us/how-to-give-my-renter-a-notice-to-vacate-rkG8DCIRu), the host will not receive the host payout for the most recent month and may be charged a $60 early termination fee. After the renter has removed their items from the space, the reservation must be canceled on the Neighbor platform. Hosts who repeatedly cancel reservations may be subject to additional penalties, including removal from the Neighbor community. Although it is rare, extreme situations can occur where a host needs Neighbor’s [Customer Support](https://neighbor.kustomer.help/contact/contact-support-rJS20bDJY) team to assist in removing a renter and the renter’s items. Please contact Customer Support to seek assistance.