Last updated: September 11, 2026. This policy forms part of the Next-Door Rental Terms & Conditions.
The short version
- Before you pay, cancelling is free. A booking request is not a contract until the lender accepts it and payment is taken.
- If the lender cancels or does not show up, you get everything back. Item fees, the service fee, any Damage Protection charge and the security deposit are refunded in full.
- If you cancel more than 48 hours before pick-up, you get everything back except the payment-processing cost.
- If you cancel within 48 hours of pick-up, you get half the item fee back; the service fee is not refunded. The deposit and any Damage Protection charge are refunded in full.
- Once the item has been picked up there is no refund for the rental period, but you keep the right to the return of your security deposit.
Refund table
| Situation | Item fee | NDR service fee | Damage Protection charge | Security deposit |
|---|---|---|---|---|
| Request withdrawn before payment | Nothing charged | Nothing charged | Nothing charged | Nothing charged |
| Lender declines, cancels or does not show up | 100% refund | 100% refund | 100% refund | 100% refund |
| Renter cancels more than 48 hours before the pick-up time | 100% refund | 100% refund | 100% refund | 100% refund, less the payment-processing cost described below |
| Renter cancels within 48 hours of the pick-up time | 50% refund | No refund | 100% refund | 100% refund, less the payment-processing cost described below |
| Renter does not show up for pick-up | No refund | No refund | 100% refund | 100% refund, less the payment-processing cost described below |
| Item returned early | No refund for unused days | No refund | No refund | Returned as normal |
| Item faulty or not as described at pick-up (reported through the app before leaving) | 100% refund | 100% refund | 100% refund | 100% refund |
Security deposits
A security deposit set by the lender is collected with the rental payment and held by Next-Door Rental. It is released to the renter’s original payment method within 5 business days after the lender confirms the return in the app, unless the lender has opened an Incident Report within 24 hours of the scheduled return. If an Incident Report is open, the deposit is held until the claim is decided under Schedule A of the Terms & Conditions, and any amount awarded to the lender is deducted before the balance is released.
Payment-processing cost. Our payment provider, Stripe, charges a processing fee when a deposit is collected and again when it is returned. Where this policy says a refund is made “less the payment-processing cost”, we deduct only that actual cost (currently about 2.9% + $0.30 CAD per transaction); we do not add a fee of our own. Where the table says 100% refund with no deduction, Next-Door Rental absorbs the processing cost.
How and when refunds arrive
Refunds go back to the payment method you used, through Stripe. We issue them within 2 business days of the cancellation or decision; your bank or card issuer then typically takes 5 to 10 business days to show the credit. We cannot refund to a different card or in cash.
How to cancel
Open the request in the app (Requests → the booking) and choose Cancel. The time of cancellation is the time recorded by the app, and the “pick-up time” is the start time shown on the booking. If you cannot reach the app, email support@nextdoorrental.ca from the address on your account and we will record the cancellation at the time your email arrives.
Disputes and exceptions
If a lender and renter disagree about a cancellation, either may open an Incident Report and Next-Door Rental will decide the refund under Schedule A of the Terms & Conditions. Where weather or a documented emergency makes a rental impossible for either party, we will normally treat the cancellation as a full-refund cancellation; contact us with the details.
Your rights
Nothing in this policy limits the rights you have under Ontario’s Consumer Protection Act or the consumer protection law of your province. If we fail to deliver a rental you paid for, you are entitled to a full refund regardless of the table above.
Contact: Next-Door Rental Inc., 2109 London Line, Sarnia, Ontario N7T 7H2 · support@nextdoorrental.ca · 705-242-5727