Cancellation & Refund Policy
Version 1.0 | Effective Date: 25 October 2025
1. Purpose and Scope
1.1 This Policy sets out the rules governing cancellations, amendments, and refunds for all bookings made through the MeterQube Platform operated by MeterQube Ltd (“MeterQube”, “we”, “us”, “our”).
1.2 It forms part of and is incorporated by reference into the MeterQube Terms & Conditions and Warehouse Rental Agreement (Short Form).
1.3 By using the platform or making a booking, users agree to abide by this Policy.
2. Platform Fees and Fee Changes
- 2.1 At launch, a 10% service fee applies to Renters, and 0% commission applies to Listers.
- 2.2 Service and commission fees are subject to change. Any updates will apply automatically to new bookings as displayed on the platform at the time of booking. MeterQube is not required to amend this Policy for such changes.
- 2.3 All fees include applicable taxes unless otherwise stated.
- 2.4 Each user is responsible for determining and remitting any applicable taxes, levies, or duties arising from their transactions. MeterQube does not provide tax advice or file taxes on users' behalf.
3. Payment Capture and Fund Handling
- 3.1 Payment is captured after both Lister and Renter have signed the digital Warehouse Rental Agreement via Documenso.
- 3.2 Funds are securely held via Stripe and disbursed to Listers weekly.
- 3.3 MeterQube acts as an intermediary for payment facilitation only.
- 3.4 Refunds, deductions, or adjustments can only be processed through Stripe to maintain a verifiable transaction record.
4. Cancellations Before Contract Signing
- 4.1 Before Lister Acceptance: The Renter may cancel a booking request at any time before the Lister accepts. The Renter will receive a full refund.
- 4.2 After Lister Acceptance but Before Contract Signing: The Renter may cancel within 48 hours of acceptance and before both parties sign. A full refund applies.
- 4.3 If no action is taken by either party within 48 hours of acceptance, the booking automatically expires without charge.
5. Cancellations After Contract Signing
5.1 Once both parties have signed and payment is captured:
- (a) Renter-initiated cancellations: No refund applies unless otherwise permitted under this Policy (e.g. verified force majeure).
- (b) Lister-initiated cancellations without valid cause: The Renter will receive a pro-rata refund for unused days already paid.
- (c) Lister-initiated cancellations with valid cause (e.g. safety or regulatory issue): Refunds are handled case-by-case at MeterQube’s discretion.
5.2 All refunds are processed by MeterQube through Stripe and may take 5–10 business days to appear in the Renter’s account.
6. Additional or One-Time Payments
6.1 Listers may raise one-time payment requests through the platform for legitimate charges such as:
- Additional handling or storage units,
- Overtime or access outside agreed hours,
- Cleaning or damage remediation.
- 6.2 Once a one-time payment has been approved and processed by the Renter, it becomes nonrefundable.
- 6.3 All such payments are subject to standard Stripe transaction fees, which are non-recoverable.
7. Extensions and Overstay
7.1 Extensions: Bookings do not renew automatically. Renters wishing to extend must make a new booking before the current end date.
7.2 Overstay: If a Renter fails to vacate or remove goods by the end date:
- (a) A daily overstay fee will apply, equal to the Lister’s published daily rate or £50 per day, whichever is higher.
- (b) MeterQube may deduct this fee and any associated costs (handling, obstruction, administration) from held funds or upcoming payouts.
- (c) Compensation from these deductions will be paid to the Lister as part of their next scheduled payout.
- (d) Overstay exceeding 72 hours without approval constitutes a material breach of the Rental Agreement. The Lister may seek further remedies through MeterQube Support.
7.3 MeterQube does not guarantee that the same space will remain available after a booking ends. Renters should rebook early to avoid loss of availability.
8. Force Majeure and Platform Error
- 8.1 In the event of verified force majeure (e.g., natural disaster, major outage, or legal order) or MeterQube system error, refunds will be assessed case-by-case by MeterQube Support.
- 8.2 MeterQube may, at its discretion, issue partial or full refunds or platform credits.
- 8.3 MeterQube’s decision is final in such cases.
9. Refund Conditions and Limitations
- 9.1 All refunds are issued through Stripe only. Manual refunds outside Stripe are not permitted.
- 9.2 Refunds exclude non-recoverable Stripe transaction fees and currency-conversion charges.
- 9.3 These fees are retained by Stripe and are not controlled or refundable by MeterQube.
- 9.4 MeterQube may withhold refunds in cases of suspected fraud, misuse, or breach of Terms.
- 9.5 Refund processing times depend on Stripe and the user's bank. MeterQube is not responsible for external banking delays.
10. Disputes
- 10.1 Any disputes regarding cancellations, deductions, or refunds must be raised through MeterQube Support within 14 days of the relevant transaction.
- 10.2 MeterQube will review all evidence and its decision will be final and binding on all parties.
11. Policy Updates
- 11.1 MeterQube may update this Policy at any time.
- 11.2 The latest version published on the platform supersedes all previous versions and applies automatically to new bookings.
- 11.3 Users are responsible for reviewing the current version before confirming a booking.
12. Contact
MeterQube Ltd
4th Floor, Silverstream House, 45 Fitzroy Street, Fitzrovia, London, W1T 6EB
General Enquiries: support@meterqube.com
This Policy forms part of the MeterQube legal framework, alongside the Terms & Conditions and Warehouse Rental Agreement. In the event of inconsistency, this Policy prevails solely for matters of cancellation and refund. (See Terms & Conditions)