Cancellations
Who can cancel and when, what happens when each side cancels, and the refund policy.
In this topic
How cancelling works
There is no approval from the other side and no waiting for an answer. Once the booking closes the space is yours, and where the booking involves payment it closes when the payment goes through.
Either side can cancel a booking. For a renter that is withdrawing from it; for a host it is the only way out of a booking they cannot honour.
Cancelling releases the dates at once and the space becomes free again. The other side is notified inside Peelpel, and if you wrote a reason it is passed on exactly as you wrote it.
Cancelling within a short time of paying entitles you to a full refund, under the cancellation policy at /legal/cancellation. The refund goes back to the card you paid with, and when it appears on your statement depends on the card company.
The statutory right to cancel: 14 days
Israeli law sets a floor that cannot be lowered, and everything in the cancellation policy is subject to it.
Under the Consumer Protection Regulations, a distance sale may be cancelled within 14 days of the date the transaction was made, provided the cancellation is made at least two business days before the service is due to start. Both conditions are required together: the 14-day window and the two business days.
In such a cancellation the payment is refunded, less a cancellation fee as permitted by law. The cancellation policy cannot take anything away from this right.
Payment for a booking passes through Peelpel, so this right applies to every paid booking.
Cancellation by the renter: the refund
Cancelling within a short time of paying entitles you to a full refund, under the cancellation policy. The full details are on the cancellation policy page, /legal/cancellation.
The rental starts the moment the payment goes through. If your plans have changed, cancel from your rentals page as early as you can.
The amount shown on the booking is everything the renter pays. Nothing is added on top of it, so there is no add-on to hold back from a refund.
The refund goes back to the card you paid with. When it appears on your statement depends on the card company.
When the host cancels a confirmed booking
A host who cancels a confirmed booking leaves the renter without a space, so the rule here is sharper.
The renter receives a full refund to the card they paid with, whatever the timing of the cancellation. There are no tiers and no time window.
Repeated cancellations by the same host may lead to the listing being removed or the account being suspended.
A host who cannot keep a date is asked to update the listing's availability in advance rather than cancel a booking that has been paid for. Updating availability prevents bookings you cannot honour; cancelling hurts someone who already relied on you.
A host has nothing to decline: no booking waits for their answer. What they can do is cancel a paid booking, and the renter then receives a full refund.
When the place is not as described
If the place you arrived at does not match the listing in a material way — measurements significantly different, access that does not exist, a space that is not free — report it to us within 24 hours of the start of the rental.
This window is deliberately short. It exists so we can check the place while what was there can still be verified.
On such a report the booking is cancelled and the payment is refunded in full, and the listing is reviewed again.
Reports are made through the contact page. Attach a link to the listing, write exactly what was different, and attach a photo if you have one.
Stopping a renewing storage rental
A renewing storage rental is a different thing from a booking with an agreed end date. It runs month to month until one side stops it.
Stopping is not cancelling. The rental continues to the end of the month already paid for, and only then ends. The date already set does not move backwards, and there is no refund for the month you are in.
Stopping also ends the monthly charge. The request is recorded at once and we pass it to the clearing company; until it confirms, the booking shows that stopping was requested, not that it is done. We will not tell you the charge has stopped before the clearing company has confirmed it.
Either side can stop — the renter and the host both. Pressing stop a second time changes nothing, and the date set the first time stands.
If you need to finish earlier than the end of the current month, that is a cancellation and not a stop, and the cancellation rules apply. A renewing rental exists for storage only, and only where the host allowed it on the listing.