Refund and Cancellation Policy

3.1 General Principle
RentHaus aims to treat customers and vendors fairly. Customers should receive refunds where vendors fail to provide agreed items or services. Vendors should be protected where they reserved inventory, rejected other jobs, purchased materials, prepared custom work, or incurred logistics costs after a confirmed booking.
3.2 When a Refund May Apply
• Vendor cancels the transaction without acceptable replacement or resolution.
• Vendor fails to deliver the rental item or provide the booked service.
• Item or service is materially different from the listing, accepted quote, or confirmed scope.
• Payment was duplicated or collected but booking failed due to RentHaus or payment-provider error.
• RentHaus determines that refund is appropriate after evidence review or dispute resolution.
3.3 Customer Cancellation - Rental Items
Cancellation Time Default Outcome
More than 72 hours before rental start Full or near-full refund, less payment processing, verified logistics, or administrative costs already incurred.
24-72 hours before rental start Partial refund may apply depending on vendor preparation and opportunity cost.
Less than 24 hours before rental start Refund may be limited or denied.
After delivery or pickup Rental fee is generally non-refundable unless the item is unusable or materially misrepresented.

3.4 Customer Cancellation - Event Services
Cancellation Time Default Outcome
More than 7 days before event Full or partial refund depending on vendor preparation and custom expenses.
3-7 days before event Partial refund may apply.
Less than 72 hours before event Refund may be limited or denied.
After service starts Generally non-refundable except for material vendor default.

3.5 Quote-Based Services
An accepted quote is not confirmed until required payment or deposit is completed. If the customer accepts a quote and does not pay before the payment deadline, RentHaus may expire the acceptance without refund obligation because no confirmed booking was created. If payment is completed, normal cancellation rules apply based on the confirmed quote, preparation costs, and event timing.
3.6 Custom Orders
Custom or preparation-heavy services such as catering, cakes, decoration, custom branding, printed materials, special equipment sourcing, and tailored event packages may involve non-refundable preparation costs. These costs must be disclosed clearly where possible and may be deducted from any refund.
3.7 Non-Refundable Charges
Depending on the transaction, payment processing fees, platform service fees, vendor preparation costs, delivery costs already incurred, setup costs already incurred, custom order costs, protection fees, and administrative dispute costs may be non-refundable unless required otherwise by law or RentHaus decision.
3.8 Refund Timeline and Method
Approved refunds may be issued to the original payment method, RentHaus wallet, bank account, or another approved method. Processing times depend on RentHaus review, payment provider timing, bank timing, and dispute complexity. Insert final refund processing timelines before publication.
3.9 Abuse of Refund Policy
RentHaus may restrict users who make repeated false claims, abuse cancellations, damage items and seek refunds, create fake disputes, attempt chargeback fraud, or use multiple accounts to exploit promotions.