Cancellation & Refund Policy

Chair Cancellation and Refund Policy

Effective date: August 12, 2026

This Cancellation and Refund Policy is incorporated into the Chair Terms of Use. Capitalized terms have the meanings given in the Terms.

1. Definitions

• Booking Subtotal means the Workspace price and other permitted Host charges included in the Booking, excluding taxes and the Renter Fee.
• Host Fee means Chair’s service fee of 7% of the Booking Subtotal, deducted from the Host’s transfer.
• Renter Fee means Chair’s service fee of 4% of the Booking Subtotal, subject to a minimum of $3, displayed separately at checkout.
• Start Time means the confirmed Booking start time in the local time of the Workspace.
• Renter No-Show means the Renter does not arrive at or use the Workspace during the Booking period and does not cancel through the Platform. An in-app arrival confirmation is evidence of arrival but is not the exclusive means of establishing it.

2. When payment is collected

With the Renter’s separate authorization, Chair saves the payment method and schedules collection based on the cancellation tier recorded for the Booking:

A Booking made after its scheduled collection time is charged at confirmation. A Booking requiring payment at confirmation is not confirmed unless the charge succeeds, and the Workspace remains available to other Renters until it does.

If a scheduled charge fails, Chair will notify the Renter and hold the Booking for 24 hours or until the Start Time, whichever occurs first. Chair may cancel the Booking and release the Workspace if payment is not completed within that period.

The cancellation tier, policy version, and scheduled collection time are fixed for the Booking when it is confirmed. A later change to the Listing’s cancellation tier does not change an existing Booking.

3. Cancellation charges and refunds

If a Renter cancels before scheduled payment collection and the applicable tier provides a 100% refund of the Booking Subtotal, Chair will not charge the Booking Subtotal or Renter Fee. If payment was already collected, Chair will refund both amounts.

If the applicable tier provides less than a 100% refund, Chair may charge the saved payment method at the time of cancellation for the Renter Fee and the nonrefundable portion of the Booking Subtotal. Before the Renter submits the cancellation, Chair will display the amount, the applicable tier, and the basis for the charge. Chair will not charge the remaining refundable amount. If payment was already collected, Chair will refund only the refundable portion.

4. Cancellation tiers

Each Host selects one of the three standardized tiers below for each Listing. A Host may not write a custom cancellation policy. The applicable tier is displayed on the Listing and again before confirmation.

All percentages refer to the Booking Subtotal and are measured backward from the Start Time.

Renter No-Show

A Renter No-Show results in no refund of the Booking Subtotal at any tier. A no-show is treated differently from a late cancellation because it gives the Host no opportunity to make the Workspace available to another Renter.

Renter Fee

The Renter Fee is refunded or not charged when the applicable tier provides a 100% refund of the Booking Subtotal. It is nonrefundable in a 50% or 0% refund window and for a Renter No-Show.

Multi-day and multi-session Bookings

Percentages apply to the entire Booking Subtotal, measured from the Start Time of the first session. Chair does not prorate a Booking by day or session after it begins.

New Hosts

A Host must use the Flexible tier until the Host completes three Bookings without a Host cancellation or material access failure.

5. Host cancellations and access failures

If a Host cancels a confirmed Booking or fails to provide timely access to the confirmed Workspace, the Renter receives a 100% refund of all amounts paid, including the Renter Fee. If payment has not been collected, Chair makes no charge.

A Host access failure includes locked or inaccessible premises, an unavailable or reassigned Workspace, or a Workspace that is unusable for the confirmed purpose in a way not disclosed before Booking.

Chair may issue a promotional make-good credit under the terms disclosed with that credit.

6. Host reliability strikes

First strike: written warning. Second strike: reduced search ranking and loss of instant-booking eligibility. Third strike in a rolling 12-month period: Listing suspension or account termination, at Chair’s discretion.

Strikes are assessed per Host account. Chair may waive a strike for a documented emergency, Renter breach, or safety concern.

Renter-requested and mutual cancellations

If a Host initiates a cancellation at the Renter’s request or the Users seek a mutual cancellation, both Users must confirm the classification through the Platform. Unless Chair approves an exception, a confirmed Renter-requested or mutual cancellation is treated as a Renter cancellation under the applicable tier and does not result in a Host strike.

Before the Renter confirms that classification, Chair will display both (a) the refund payable under the proposed classification and (b) the refund that would be payable if the event were classified as a Host cancellation. The Renter is not required to accept a Renter-requested or mutual classification.

A Host may not condition access, a refund, credit, replacement session, or other benefit on the Renter accepting an inaccurate cancellation classification. Any replacement session or credit offered as part of a cancellation resolution should be documented through the Platform.

Chair may decline or reclassify the request if the circumstances indicate that the Host failed to perform, the Workspace was unavailable or materially noncompliant, or the Users are attempting to avoid a strike, fee, or policy consequence.

If Chair reclassifies an event as a Host cancellation after a refund or transfer has been processed, Chair will pay any additional refund due to the Renter, including the Renter Fee where applicable. The Host authorizes Chair to reverse or reduce a transfer, offset future transfers, or otherwise recover amounts attributable to the reclassification under Terms Section 7. Chair will not reduce a refund already issued to a Renter based solely on a later reclassification without separate notice and a lawful basis.

Chair may track a Host’s total cancellation rate separately from strikes and may consider repeated cancellations, including those occurring outside the strike window, when ranking Listings or determining eligibility for Platform features.

7. Lateness

Chair does not administer Renter lateness. Scheduled start and end times do not change because a Renter arrives late, and lateness does not entitle the Renter to a refund, extension, or price reduction. A Host’s failure to provide access at the Start Time is governed by Section 5.

8. Chair-initiated cancellations

Chair may cancel a Booking and issue a full or partial refund or credit where reasonably necessary to protect Users, enforce the Terms, comply with law, correct a Platform error, respond to fraud, or address a material Booking problem. If Chair cancels for a reason not attributable to the Renter, Chair refunds the Renter Fee.

9. Processing refunds and cancellation charges

Refunds are issued to the original payment method. Banks typically post refunds within 5–10 business days, but Chair does not control that timing.

If a cancellation charge fails, Chair may retry it, request another payment method, and restrict the Renter from making new Bookings until the amount is paid. Chair does not refer these balances to collections unless it separately notifies the Renter and applicable law permits it.

Report an access problem, unsafe condition, or material discrepancy through in-app support or at support@[DOMAIN] as soon as reasonably possible and provide available evidence.