Cancellation & Refund Policy

Version 2.0 | Effective Date: 22 April 2026

This Cancellation & Refund Policy forms part of the SparkHour Terms of Service and (for Studio Hosts) the SparkHour Studio Host Agreement. It sets out what happens when a Booking is cancelled by a Creator, a Studio Host, or by SparkHour.

1. Overview

SparkHour operates an hourly-rental marketplace. Because spaces are booked for specific time slots, a cancellation affects both Creator and Studio Host. This Policy balances both interests while aligning with leading international marketplace models (Giggster, Peerspace, Airbnb).

This is SparkHour's default policy. Individual Studio Hosts may select an alternative policy at Listing level, which then prevails for that Booking.

2. Key Definitions

• "Booking" — a confirmed, paid reservation through the Platform.
• "Booking Start Time" — local UAE date/time the Creator's use of the Space begins.
• "Booking Fee" — full amount paid by Creator (rate + add-ons + Additional Fee (if any) + taxes).
• "Cancellation" — termination of a Booking before Booking Start Time.
• "No-Show" — Creator fails to arrive on the booked day without cancelling.

3. Creator Cancellation — SparkHour Default Policy

3.1 Grace Period (First 24 Hours After Booking Confirmation)

You may cancel within 24 hours of Booking confirmation for a 100% refund, PROVIDED Booking Start Time is more than 48 hours away.

If Booking Start Time is less than 48 hours away at confirmation, the Grace Period does not apply.

3.2 Cancellation More Than 48 Hours Before Start

50% refund of the Booking Fee.

The remaining 50% is retained: Stripe and SparkHour fees deducted first, balance paid to the Studio Host.

3.3 Cancellation Within 48 Hours of Start

Non-refundable. Full Booking Fee retained; fees deducted, balance paid to the Studio Host.

3.4 No-Shows

Treated as non-refundable. The Studio Host is not obliged to hold the Space beyond the first hour.

3.5 Summary Table

4. Alternative Studio Host Policies

Studio Hosts may select:

4.1 Flexible Policy

• 24h before start: 100% refund

• <24h before start: 0% refund

4.2 Standard Policy (DEFAULT)

As Section 3 above.

4.3 Strict Policy

• 7 days before start: 100% refund

• 7 days to 48h before start: 50% refund
• <48h before start: 0% refund

Policy is clearly displayed on the Listing and Booking confirmation.

5. Studio Host Cancellation

If a Studio Host cancels a confirmed Booking:

1. Creator gets 100% refund;
2. SparkHour helps find alternatives (no guarantee);
3. Studio Host may be charged a 10% cancellation fee (paid to SparkHour, not Creator);
4. Repeated cancellations (2+ in 90 days) = reduced visibility, suspension, or termination.

Genuine emergency waivers at SparkHour's discretion.

6. Cancellation by SparkHour

SparkHour may cancel where there is reasonable belief of:

• Violation of Terms, Studio Host Agreement, or Community Guidelines
• Violation of UAE law
• Risk of fraud, harm, or reputational damage
• False or misleading information
• Space failing to meet Listing standards

Refund outcomes:

1. Studio Host breach: Creator 100% refund; Studio Host no Payout;
2. Creator breach: no refund; Studio Host receives Payout as if completed;
3. Neutral circumstances (force majeure, regulatory order): Creator refunded; Studio Host no Payout.

7. Force Majeure

No liability for circumstances beyond reasonable control, including:

• Natural disasters (floods, earthquakes, sandstorms)
• Government action (lockdowns, curfews, regulatory closures)
• Public health emergencies
• War, terrorism, civil unrest
• Internet/power/telecom infrastructure failures

Generally: Creators get choice of 100% refund or free rebooking; Studio Hosts receive no Payout.

8. Refund Processing

8.1 Method

All refunds processed through Stripe to original payment method. No cash refunds.

8.2 Timing

Initiated within 3 business days. Bank may take 5–10 further business days to display.

8.3 Non-Refundable Amounts

Once confirmed and past the Grace Period, the following are not refundable because they were deducted at the time of payment and SparkHour never held them:

• Stripe payment-processing fees (deducted by Stripe when the Creator paid; SparkHour does not receive these and cannot refund them);
• FX fees or currency-conversion charges applied by the Creator's own bank or card issuer;
• Where the Studio Host is entitled to a share of the Booking Fee under Sections 3.2 or 3.3, the SparkHour Commission applicable to that share.

9. Disputes About Refunds

If you believe a refund decision is incorrect:

1. Contact contact@sparkhour.ae within 14 days;
2. Include Booking ID, explanation, supporting evidence;
3. SparkHour reviews and responds within 7 business days;
4. Further escalation under Section 13 (Governing Law).

10. Payment Disputes & Chargebacks

If you chargeback instead of using our refund process:

• We respond with Booking evidence, policy acceptance, and communications
• Account may be suspended pending resolution
• Invalid chargebacks = permanent termination and possible referral to UAE authorities

11. Security Deposits

1. Collected at Booking, held by Stripe;
2. No Studio Host claim within 72h of end = automatic release;
3. Damage claim submitted = held pending resolution per Studio Host Agreement §10 / Terms §10;
4. Deposit is not a cap on Creator liability.

12. Consumer Protection

Nothing in this Policy excludes or limits any rights you may have under UAE Federal Law No. 15 of 2020 on Consumer Protection, its Executive Regulations, or any other applicable mandatory consumer-protection law. Where this Policy conflicts with a mandatory consumer-protection right, the mandatory right prevails.

13. Governing Law & Jurisdiction

Governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Sharjah. Exclusive jurisdiction of the Federal Courts of Sharjah.

14. Changes to This Policy

Material changes: 30 days notice by email/Platform. Version at Booking time governs.

15. Contact

Questions or disputes? contact@sparkhour.ae with Booking ID.