Cancellation & Refund Policy
Stoorez – Cancellation & Refund Policy
Effective Date: 20-07-2025
This Cancellation & Refund Policy ("Policy") defines the rights and obligations of Seekers (those who book) and Hosts (those who list) on the Stoorez platform in the event of booking cancellations, modifications, or refund requests. This Policy applies to all bookings made for Storage and Parking through the Stoorez platform, whether via website or mobile application.
Stoorez operates an online, app-based platform that facilitates the discovery, booking, agreement, and payment for two main categories:
- Storage Services: Neighborhood Storage, Small Business Storage, and B2B Storage
- Parking Services: Neighborhood Parking and Commercial Parking
By booking a service or listing space through Stoorez, you consent to the conditions of this policy, which operates in conjunction with:
- The Stoorez Terms & Conditions
- Local laws and bylaws related to storage/parking
- Consumer Protection Act, 2019
| Booking Type | Usage |
|---|---|
| Storage Booking | Rental of enclosed space for temporary storage of personal/business belongings. |
| Parking Booking | Rental of designated space for temporary parking of registered vehicles only. |
- Customer: A user who books a Storage or Parking Space.
- Host: A user or entity who lists Space for booking.
- Check-in time: The official start time of the booking, mentioned on the confirmation screen.
- Cancellation Window: The duration before check-in when a cancellation request is eligible for a refund.
4.1 Cancellation Timeframes & Deductions
| Time of Cancellation | Refund To Seeker | Notes |
|---|---|---|
| ≥ 48 hours before check-in | 100% Refund | Net of payment gateway fee (if applicable) |
| 24–48 hours before check-in | 50% Refund | Compensates Host for block loss |
| < 24 hours or after check-in | No Refund | Host reserved space, platform usage cost incurred |
4.2 Partial-Period or Early Check-Out
Seekers leaving before booking ends voluntarily will not receive a refund for unused days.
Exceptions may be considered at Stoorez discretion only for:
- Verified medical emergencies (proof required)
- Death of user or immediate family (certificate proof)
- Force majeure (natural disaster, civil lockdown)
If a Host cancels a confirmed booking:
| Condition | Outcome for Seeker | Penalty on Host |
|---|---|---|
| At least 48 hours before check-in | 100% Refund | Warning logged |
| Less than 48 hours | 100% Refund + ₹500 Credit | Platform suspension considered |
| Within 6 hours of check-in | Full Refund + ₹1000 Credit | Host account freeze & review |
Repeat cancellations by Hosts will lead to permanent listing removal or legal consequences for breach of service obligation.
6.1 Seeker No-Show
If the Seeker does not arrive or fails to use the space on schedule (no-show without cancellation), no refund will be issued.
6.2 Host Inaccessible or Unavailable
If the Host denies access, delays handover, or is unresponsive at the Seeker's scheduled check-in:
- 100% Refund to Seeker
- Investigation into Host's listing credibility
- Host earnings blocked
No refunds will be provided for cancellations caused by:
- Seeker storing prohibited items (e.g., drugs, inflammables, perishables, weapons, cash)
- Seeker parking stolen, illegal, unregistered vehicles
- Seeker misusing space (residential use, subleasing, illegal business)
- Host misrepresentation, hazardous conditions, or illegal listings
In such cases, Stoorez reserves the right to:
- Freeze funds
- Blacklist user(s)
- Inform local regulatory or law enforcement agencies
Stoorez, at its sole discretion, may cancel a booking for:
- Law or authority complaint (e.g., RWA, police, fire department)
- Breach of platform Terms
- Unsafe activity or complaints received from other users
- Verified force majeure events
In such cases:
- If neither party is at fault → Full refund
- If one party violates policies → No refund to the violator
- Stoorez may charge a service/cancellation fee to refund the compliant party
| Payment Mode | Refund Mode | Processing Time |
|---|---|---|
| UPI / Debit / Credit Cards | Reversed to same source | 5–7 working days |
| Wallet / PayLater / Paytm | Wallet or UPI refund | 2–3 working days |
| Bank Transfer | NEFT/IMPS | 3–5 working days |
Additional delays caused by bank holidays or payment gateway backlogs are not under Stoorez control.
The following are not refundable under any scenario:
- Platform service/convenience charges (₹[variable])
- Taxes already paid to government or included in Host rate
- Incurred payment gateway/service provider fees
- Deductions caused by rule violations, overstays, or breakages
If you wish to dispute a refund:
File an official complaint within 3 days (72 hours) of incident via:
- Email: support@stoorez.com
- Phone support
- In-app complaint flow
Stoorez Support Team will:
- Acknowledge your request within 24 business hours
- Review respondent and evidence (logs, photos, access, messages)
- Issue final decision within 7–10 business days
Stoorez decision is binding and made under the platform terms and applicable Indian law.
In the event of external force majeure rendering space unsafe or inaccessible:
| Cause | Refund Outcome |
|---|---|
| Natural disaster (flood, fire, etc.) | Full refund if property becomes unusable |
| Government lockdown/EME order | Pro-rated refund or platform credit |
| Booking suspension due to law | Based on the authority result |
Bookings cancelled by Stoorez or terminated by government authorities due to the Host's failure to obtain required permissions are not eligible for refunds to either party. Hosts bear all resulting losses or penalties.
- Stoorez reserves the right to update or amend this policy at any time.
- Latest version is always available at: www.stoorez.com
- Changes affecting users materially will be notified via platform messages or email.
- This policy is governed by the Indian Contract Act, 1872, Consumer Protection Act, 2019, and applicable local laws.
- Any claim or dispute arising from this policy is subject to exclusive jurisdiction of courts at Hyderabad, Telangana, unless required otherwise by law.
For further queries or assistance on cancellations and refunds: