Cancellation PolicyCancellation Policy

1. Overview

This Cancellation Policy applies to all parking reservations made through the ParkUp platform operated by H2Q trading LLC ("ParkUp", "we", "us", or "our"). We understand that plans can change, and we've designed our cancellation policy to be fair to both parking space users and hosts.

Please read this policy carefully before making a reservation, as different cancellation terms may apply depending on the type of booking and timing of your cancellation.

2. Cancellation by Users

2.1 Standard Cancellation Policy

Our standard cancellation policy applies to most parking reservations:

• More than 24 hours before start time: Full refund minus service fees
• 2-24 hours before start time: 50% refund
• Less than 2 hours before start time: No refund
• After booking has started: No refund

2.2 Flexible Cancellation Policy

Some hosts offer flexible cancellation options (where indicated):

• More than 1 hour before start time: Full refund minus service fees
• Less than 1 hour before start time: 50% refund
• After booking has started: No refund

2.3 Strict Cancellation Policy

For high-demand locations or events (where indicated):

• More than 48 hours before start time: Full refund minus service fees
• Less than 48 hours before start time: No refund

3. Cancellation by Hosts

If a host needs to cancel your confirmed reservation:

• You will receive a full refund, including all service fees
• We will attempt to find you alternative parking at a similar price
• If no suitable alternative is available, you may receive additional compensation
• Hosts who frequently cancel may face account restrictions

4. How to Cancel Your Reservation

You can cancel your reservation through:

• The ParkUp mobile app under "My Bookings"
• Our website at parkup.com.au in your account dashboard
• Contacting our customer support team

Cancellations are processed immediately, and you will receive confirmation via email and in-app notification.

5. Refund Processing

5.1 Refund Timeline

• Credit card refunds: 3-5 business days
• PayPal refunds: 1-2 business days
• Bank transfer refunds: 5-7 business days
• ParkUp credit: Immediate

5.2 Service Fees

ParkUp service fees are generally non-refundable unless:

• The host cancels your reservation
• There's a technical issue preventing you from using the space
• The parking space is significantly different from what was advertised

6. Special Circumstances

6.1 Weather Conditions

Extreme weather conditions (severe storms, flooding, etc.) may qualify for special cancellation consideration. Each case will be reviewed individually.

6.2 Emergency Situations

In case of medical emergencies or other unforeseen circumstances, please contact our support team. We will review each situation on a case-by-case basis.

6.3 Technical Issues

If you cannot access your reserved parking space due to technical issues with access codes, barriers, or other technology, you may be eligible for a full refund. Please contact support immediately.

7. Modifications vs. Cancellations

Instead of cancelling, you may be able to modify your reservation:

• Extension: Extend your parking time if the space is available
• Early end: End your reservation early (no refund for unused time)
• Date change: Move to a different date (subject to availability and price differences)

Modification fees may apply, and all changes are subject to host approval and availability.

8. Dispute Resolution

If you have concerns about a cancellation or refund:

• Contact our customer support team within 24 hours
• Provide all relevant details and documentation
• We will investigate and respond within 2-3 business days
• If unsatisfied, you may escalate to our resolution team

9. Policy Updates

We may update this Cancellation Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Significant changes will be communicated via email or in-app notification.

Policy changes will not affect existing reservations made before the change date.