Cancellation & Refund Policy

Refunds depend on how far out your rental start time is when you cancel:

• 48+ hours before your rental starts: full refund, including the borrower service fee.
• 24-48 hours before your rental starts: 50% refund of the rental subtotal, cleaning fee, and delivery fee. The borrower service fee is not refunded.
• Less than 24 hours before your rental starts: no refund.

These windows are measured against your rental's scheduled start time, and refunds are calculated automatically the moment you cancel. Frequent cancellations lower the completion rate shown on your profile.

Cancelling stops when the rental starts. You can cancel a confirmed booking up until the owner confirms pickup in the app. A pickup before your first rental day can be confirmed only after you approve the early start from your pickup-code screen — an early handoff is always your choice, and approving one ends your ability to cancel. Once pickup is confirmed the rental is under way and the tiers above no longer apply.

If an owner cancels a confirmed booking, the borrower always receives a full refund of everything paid, regardless of timing. Owner cancellations are recorded on the owner's profile and lower the completion rate shown there.

For listings that require owner approval, you are not charged until the owner approves your request. If an owner doesn't respond within 24 hours, the request expires automatically and you are never charged.

If an item doesn't match its listing or doesn't function properly, report the issue from the booking page in the app during your issue-report window to be eligible for a refund: 6 hours from the owner confirming pickup in the app, and never ending before 6 hours into your first rental day. If pickup is never confirmed in the app, you can still report until the end of your first rental day. It's a good idea to check the item together with the owner at pickup so any issues are caught immediately.

Each rental day runs 21 hours, which leaves a 3-hour buffer before the next booking begins.

Returning an item late can result in a late fee, charged at two times (2×) the hourly rate for each hour late, capped at the booking's security deposit amount. The hourly rate is based on the 21-hour rental day — for example, a $21/day rental works out to $1/hour.

If a late return still forces an owner to cancel a following booking, contact momentarily support and tell us what happened — we'll look at it. The late fee is the only money momentarily collects for a late return, and it never exceeds the booking's security deposit. If a late return costs an owner more than that, it's something the owner and the late borrower settle directly; momentarily doesn't collect it and doesn't pay it.

Listings with a security deposit place an authorization hold on your saved card at pickup — the moment the item changes hands, not at checkout. If the item is returned on time and in the condition it was rented in, the hold is released in full at completion and you are never actually charged. If a late fee applies or the owner files a damage claim, the corresponding amount is captured from the hold (or charged to your saved card if the hold has expired); any remaining balance is released.

See the Deposit & Damage Policy for the full deposit lifecycle.

If an item comes back damaged, the owner can file a claim against the security deposit with an amount and a description of the damage, within 48 hours of the item being marked returned. You'll be asked for supporting photos during the review. Claims are capped at the listing's deposit amount and are reviewed by momentarily — see the Deposit & Damage Policy for the review timetable.

All payments and refunds are processed through Stripe, our payment processor. Refunds are issued back to your original payment method and typically appear within your bank or card issuer's normal processing time.

More booking and fee questions are answered in our FAQ. For anything specific to a booking, reach out at hello@momentarily.com, or write to the postal address at the foot of this page.

This policy is published by Project Kaz, LLC, a California limited liability company, doing business as momentarily. Where it says "we" — calculating a refund, reviewing an issue report — that is Project Kaz, LLC. It forms part of your Terms & Conditions.