Refunds and Cancellation Policy
Owners can issue refunds with one click on the App
Penalty-free refunds can be issued by the owner/renter up until the money is paid out. Each "Shop" will have its own policies about refunds and cancellations, lenders are prompted to ask about this when using the in-app messenger service. If there is a problem please put the reason why and any supporting photographs on the chat within four hours of receiving the item.
Read how to cancel and booking and issue a refund to my customer here.
Booking payments are held in trust until the item is delivered and the lender clicks ITEM RECEIVED on the booking order. Lenders should only trigger payment once they've received the item to their satisfaction. If the lender does not mark the item as received, the payout is automatically triggered on the last day of the hire. Any refunds must be captured before this. If a refund is requested after this time the money must be transferred to the lender by the owner.
Most issues can be solved by clear and honest communication between both parties. If there is a problem working towards a resolution please contact us before the last day of the booking so we can place a hold on the payout. Once the money has left our account we will not be responsible for compensation and it will have to be organised between parties.
High Street Runway reserves the right to issue a refund if the money has not been paid out to the lender and:
- this item is not delivered on time
- the item is not as described
- the item is dirty and unsanitary.
Please note, we will not issue the refund until the item has been returned or posted with the tracking number provided on the chat. This is not negotiable.
HSR App maintains the right to issue a full or partial refund at our discretion.
Bookings can only be cancelled on the App by the owner/renter whereby they can request a refund on the lenders behalf. Booking dates can be changed on the App as an alternative to canceling the booking.
All discussion about cancelations and refunds must be on our messenger service. Users are prompted to discuss refunds and cancellations when making a booking enquiry.