1. Overview
Ullor reservations move through two Stripe-backed stages. When a renter submits a request we create a Setup Intent that safely stores the payment method. Once the host approves, Ullor captures the charge through a Payment Intent and the reservation becomes confirmed. This policy explains how cancellations work at each stage and how refunds are calculated based on the host’s selected policy (Flexible, Moderate, or Strict).
2. Reservation Stages
Requested: The host is reviewing the trip and Ullor only holds a Setup Intent. No funds are captured. If the renter or host cancels at this stage, the authorization is voided immediately.
Confirmed: The host approved the trip and Ullor captured the full charge. No host payout is sent yet—we wait until the host confirms pickup—so refunds can be issued directly from Ullor’s platform if the reservation is canceled before the start time.
3. Renter Cancellations & Refund Windows
Renter-initiated cancellations are available until the scheduled start time. After the start time the in-app cancel button is disabled—contact support@ullor.com if something urgent comes up.
The refund percentage is determined by the host’s policy and the hours remaining before the trip begins. Percentages apply to the total amount Ullor charged (rental price, taxes, and platform fees). Any portion that is not refunded remains with Ullor and the host when the trip was confirmed.
- Flexible: 100% refund when canceled 24+ hours before the start time, 50% refund between 0-24 hours, and no refund after the trip has started.
- Moderate: 100% refund when canceled 72+ hours before the start time, 50% refund between 24-72 hours, and no refund if under 24 hours.
- Strict: 50% refund when canceled 7+ days before the start time, and no refund within 7 days of the start time.
4. Host Cancellations
Hosts are expected to stand behind confirmed trips. If a host must cancel, Ullor refunds the renter 100% of the charge (or releases the Setup Intent if the trip was still pending). We also re-open the dates so the renter can book alternative gear. Repeated host cancellations may impact listing visibility and ability to accept new requests.
5. Refund Timing & Availability
Ullor submits all approved refunds through Stripe immediately. Banks typically post the credit within 5–10 business days. Because Ullor does not transfer payouts to hosts until pickup is marked complete, cancellations before the start date do not require reversal of host funds.
When a cancellation occurs, Ullor automatically restores the listing’s availability window so the host can accept new requests for those dates.
6. Policy Updates
We review cancellation rules whenever we adjust refund windows or expand to new regions. Any material update will be posted here with a new effective date.
7. Contact
Need help with a cancellation? Email support@ullor.com.