Terms of Service

Hookhub Long-Term Booking Cancellation & Refund Policy Draft policy framework for renter cancellations, host cancellations, refund requests, evidence, privacy, and long-term stay protection. Applies To: Long-term bookings of 28 nights or longer made through Hookhub. Core rule: Renters receive a short, documented Arrival Protection Window for serious listing, access, safety, or utility issues. After that period, long-term bookings shift into a 30-day cancellation responsibility model, while still allowing prorated relief for verified host-caused or property-caused issues that materially prevent continued use. This policy is designed to protect both renters and hosts. Long-term RV space bookings require hosts to reserve property availability for extended periods, while renters need confidence that the space they booked is safe, accessible, and accurately represented. Hookhub may review each situation on a case-by-case basis and may issue no refund, a partial refund, a full refund, a rebooking credit, or a host payout adjustment depending on the facts, evidence, timing, and severity of the issue. This policy does not replace any written rental agreement, site rules, local laws, or state-specific requirements that may apply. 1. Renter Cancellations Before Check-In 1.1 Cancellation 30 or More Days Before Check-In If a renter cancels at least 30 days before the scheduled check-in date, the renter is eligible for a full refund of rent paid, minus any non-refundable Hookhub service fees, screening fees, payment processing fees, or other disclosed non-refundable charges. 1.2 Cancellation 15-29 Days Before Check-In If a renter cancels 15 to 29 days before check-in, the renter is eligible for a refund of 50% of the first month's rent. The remaining 50% of the first month's rent may be paid to the host to compensate for the blocked calendar time and lost booking opportunity. 1.3 Cancellation 0-14 Days Before Check-In If a renter cancels 0 to 14 days before check-in, the first month's rent is non-refundable. Any prepaid rent beyond the first month may be refunded unless otherwise stated in the listing, booking terms, or written agreement. 1.4 No-Show If a renter does not arrive, does not communicate with the host or Hookhub, and does not begin the stay within 24 hours after the scheduled check-in time, the booking may be treated as a no-show. For no-shows, the first month's rent is non-refundable. Any prepaid rent beyond the first month may be refunded at Hookhub's discretion. 2. Arrival Protection Window Hookhub provides renters with an Arrival Protection Window during the first 72 hours after check-in. During this period, a renter may request assistance, rebooking, or a refund if the space has a serious, material issue that was not disclosed before booking and that substantially affects the renter's ability to use the space. 2.1 Covered Arrival Issues A renter may qualify for assistance, rebooking, or refund consideration if one or more of the following occurs: • The property is materially different from the listing. • Advertised hookups are unavailable, including electric, water, sewer, or other listed utility access. • The booked space is unavailable, inaccessible, unsafe, or unusable. • The host fails to provide access to the property or space. • The location is materially misrepresented. • The site cannot legally be used for the booked stay because of a host-side or property-side issue. • The host requires materially different terms after arrival that were not disclosed before booking. • The RV space size, access, driveway, grade, or terrain makes the site unusable for the renter's disclosed RV, despite the listing representing that the RV would fit. • A serious undisclosed condition materially affects the stay, such as unsafe animals, blocked access, hazardous debris, non-working required utilities, or undisclosed construction that prevents normal use. 2.2 Issues Not Covered by Arrival Protection Arrival Protection does not apply to minor inconveniences, personal preferences, or issues that do not materially prevent use of the space. Examples of non-covered issues include: • The renter changed their mind. • The renter found a cheaper option. • The renter does not like the area. • The renter does not like the host's personality or communication style. • The renter failed to read the listing details, property rules, or disclosed limitations. • The renter dislikes normal rural, outdoor, desert, mountain, farm, ranch, or campground-like conditions. • Cell service, internet speed, road noise, dust, wildlife, insects, weather, or neighbor activity unless specifically guaranteed or materially misrepresented. • The renter brings an RV, vehicle, pet, guest, or equipment that was not disclosed or approved. • The renter violates host rules, Hookhub policies, or local requirements. 3. Required Notice and Documentation To request a refund, rebooking, or payout adjustment, the renter must notify Hookhub as soon as possible. For arrival issues, notice must be provided within 72 hours of check-in or within 72 hours after discovering the issue, whichever applies. The renter should provide enough information for Hookhub to understand and verify the issue. Acceptable documentation may include: • Written description of the issue. • Screenshots of listing details, booking terms, or host messages. • Photos of the specific condition being reported. • Short videos of the specific condition being reported. • Utility outage notices or service communications. • Receipts, repair estimates, police reports, official notices, or third-party documentation where relevant. • Written confirmation from the host. 3.1 Privacy-Safe Evidence Rule Hookhub encourages users to document conditions, not confrontations. Photos or videos should focus on the issue itself, such as a missing hookup, blocked driveway, unusable RV pad, unsafe electrical connection, standing water, debris, damage, incorrect signage, location issues, or a comparison between the listing and the actual condition. Users should avoid recording or photographing people whenever possible. Users must not: • Record inside another person's RV, home, bathroom, shower area, bedroom, private structure, or other private area. • Record through windows, doors, blinds, screens, fences, or openings into private spaces. • Record children, guests, neighbors, or bystanders unless unavoidable for a legitimate safety reason. • Use recording to intimidate, harass, provoke, shame, threaten, or escalate a dispute. • Secretly record private conversations where prohibited by law. • Continue recording someone who has clearly asked them to stop, unless there is an immediate safety emergency or lawful reason to continue. • Enter restricted areas of the property to take photos or videos. • Post dispute-related photos, videos, or personal information publicly, including on social media, review sites, or community groups, while a dispute is under review. Recording laws vary by state. Some states allow recording with one-party consent, while others require all-party consent for private conversations. Many privacy rules also depend on whether the person being recorded had a reasonable expectation of privacy. Hookhub may refuse to consider evidence that appears to have been obtained unlawfully, invasively, deceptively, or in a way that violates another person's privacy or safety. 4. Host Opportunity to Cure When an issue can reasonably be corrected, Hookhub may give the host an opportunity to fix the issue before issuing a refund. Unless the issue involves immediate safety, access, legal use, or complete utility failure, the host may be given up to 24 hours to respond or begin resolving the issue and up to 48 hours to complete a reasonable fix. If the host resolves the issue within the cure period, the renter may not be eligible for a refund. If the host does not respond, refuses to fix the issue, or cannot fix the issue within a reasonable time, Hookhub may issue a partial refund, full refund, rebooking credit, or payout adjustment. 5. Renter Cancellations After Check-In After the Arrival Protection Window ends, long-term bookings follow a 30-day cancellation responsibility period. If a renter cancels after check-in for reasons not covered by this policy, the host is entitled to payment for all nights already stayed plus 30 additional nights after the cancellation date. If fewer than 30 nights remain in the booking, the host is entitled to the remaining booking amount. Any prepaid rent beyond the applicable 30-day responsibility period may be refunded. 6. Refunds After the Stay Has Started After check-in, refunds are generally only available for unused nights and only when a serious, documented issue materially prevents continued use of the space. Refunds after check-in may be considered if: • The issue is host-caused or property-caused. • The issue materially affects the renter's ability to use the space. • The renter reports the issue promptly. • The renter gives Hookhub and the host a reasonable opportunity to verify the issue. • The host cannot or does not resolve the issue within the applicable cure period. • The renter has not caused or contributed to the issue. 6.1 Examples of Possible Refund-Eligible Issues After Check-In • Required utilities fail and are not restored within a reasonable period. • The host asks the renter to leave without renter fault. • The property becomes inaccessible or unsafe. • The host materially changes the agreed terms. • The space becomes legally unavailable due to a host/property issue. • The host provided materially false listing information that was not discoverable until after arrival. • A serious undisclosed condition prevents normal use of the RV space. 6.2 Refunds Not Available for Nights Already Used Hookhub generally does not refund nights already stayed unless Hookhub determines that the space was unusable during those nights. A renter may not stay for an extended period, use the space, and later request a refund for used nights based on personal preference or non-material complaints. 7. Host Cancellations If a host cancels before check-in or cannot provide the booked space, the renter is generally entitled to a full refund of amounts paid for the booking. Hookhub may also help the renter find an alternative space where available. Repeated, avoidable, or unjustified host cancellations may result in listing review, calendar restrictions, payout holds, listing suspension, or removal from Hookhub. 7.1 Host Right to Cancel Without Penalty A host may cancel or request removal of a renter without penalty if the renter: • Misrepresented RV size, RV condition, vehicle count, pets, guests, or intended use. • Fails required identity verification, screening, or background check where applicable. • Refuses to comply with property rules. • Creates safety, nuisance, sanitation, legal, payment, or property damage concerns. • Brings unauthorized animals, guests, vehicles, trailers, equipment, or business activity. • Uses the property for illegal, dangerous, or undisclosed purposes. • Threatens, harasses, intimidates, records, photographs, or confronts the host or others in violation of Hookhub policy. • Refuses to leave after a booking is canceled, expired, or terminated according to applicable terms. If a host cancels because of renter misconduct, the renter may not be eligible for a refund. 8. Property Not as Listed If a renter claims the property is not as listed, Hookhub may review listing descriptions, listing photos, host rules, booking details, pre-arrival messages, renter-submitted evidence, host-submitted evidence, whether the condition was disclosed before booking, whether the issue materially affects use of the space, and whether the renter disclosed accurate RV, pet, guest, and vehicle information. Hookhub may determine that no refund is due, a partial refund is due, a full refund is due, the host should receive full payout, the host payout should be reduced, the renter should receive a rebooking credit, or the listing should be corrected, paused, or removed. Minor listing errors do not automatically qualify for a refund unless they materially affect the renter's ability to use the space. 9. Utility, Hookup, and Amenity Issues If a listing advertises electric, water, sewer, trash, internet, laundry, bathroom, storage, gate access, or another amenity, the host is responsible for making that amenity available as described. If an advertised amenity is unavailable, Hookhub may consider the severity of the issue. 9.1 Essential Utility Issues Essential utility issues may qualify for refund consideration if they materially affect the stay and are not resolved within the cure period. Essential utilities may include electric hookup, water hookup, sewer hookup or approved dump access, legal access to the site, and any amenity specifically required for the renter's disclosed RV or stay. 9.2 Non-Essential Amenity Issues Non-essential amenity issues may result in a partial credit or no refund depending on severity. Examples may include weak Wi-Fi, missing picnic table, landscaping differences, minor inconvenience with trash access, cosmetic differences, or seasonal changes in grass, trees, water levels, or scenery. 10. Renter Misconduct and Refund Denial Hookhub may deny or reduce refunds if the renter: • Violates property rules. • Fails to pay amounts due. • Misrepresents booking information. • Causes damage. • Creates nuisance or safety concerns. • Refuses a reasonable fix. • Leaves before Hookhub can verify the issue. • Fails to report the issue promptly. • Stays and uses the space while claiming it was unusable. • Files repeated or abusive refund claims. • Initiates chargebacks without first working through Hookhub's dispute process. • Records, photographs, threatens, harasses, or confronts another person in violation of Hookhub policy. 11. Evidence, Privacy, and Safety Policy Hookhub may request documentation to resolve disputes, damage claims, refund requests, host complaints, renter complaints, or safety concerns. However, all users must collect evidence safely, respectfully, and legally. 11.1 Acceptable Evidence • Photos of the specific property condition. • Photos of utility connections or missing hookups. • Short videos of access issues, blocked roads, utility failure, or site conditions. • Screenshots of Hookhub listings, messages, or booking details. • Written statements. • Receipts, estimates, repair invoices, or official notices. • Police reports or incident reports. • Host or renter confirmation in writing. 11.2 Unacceptable Evidence Practices • Secretly record private conversations where consent is required by law. • Record inside another person's occupied RV, residence, bathroom, shower, bedroom, tent, or private structure. • Photograph or record people unnecessarily. • Photograph or record children except where unavoidable for immediate safety documentation. • Follow, confront, provoke, or intimidate someone while recording. • Enter areas they are not authorized to access. • Record through windows or into private areas. • Publish dispute evidence online. • Use drones over occupied RV spaces, homes, private yards, or people without proper permission. • Use cameras or recording devices in a way that violates law, privacy, or Hookhub policy. 11.3 Safety First If a situation becomes heated, users should stop direct interaction and contact Hookhub. If there is immediate danger, illegal activity, threats, violence, trespassing, or emergency risk, users should contact local authorities first and then notify Hookhub. Hookhub may consider police reports, official notices, or third-party documentation when reviewing disputes. 12. Security Cameras and Monitoring Devices Hosts may use exterior security cameras only if they are clearly disclosed in the listing or house rules, located in common exterior areas such as driveways, gates, entrances, parking areas, or general property access points, not directed into a renter's RV, windows, private sitting area, bathroom, shower, changing area, or other privacy-sensitive area, used for legitimate safety, access, theft prevention, or property protection purposes, and compliant with applicable law. Hidden cameras are prohibited. Interior cameras inside any renter-occupied structure, bathroom, shower area, changing area, or private living area are prohibited. 12.1 Noise, Motion, and Gate Monitoring Hosts may use non-invasive monitoring tools such as gate cameras, driveway cameras, motion lights, or noise monitoring devices if disclosed and lawful. Noise monitors must not record conversations. 13. Damage Claims If a host claims renter-caused damage, the host must report the issue promptly and provide documentation. Damage documentation may include photos or videos of the damage, before-and-after photos where available, repair estimates, receipts, proof of ownership, police reports if applicable, and a written explanation of what happened. Hookhub may deny or reduce damage claims if evidence is insufficient, unrelated to the renter, normal wear and tear, pre-existing, exaggerated, or not reported in a timely manner. 14. Chargebacks and Off-Platform Disputes Renters and hosts must first attempt to resolve refund, cancellation, damage, and payout disputes through Hookhub. A renter who files a chargeback without first allowing Hookhub to review the dispute may have their account restricted or removed. Hosts who pressure renters into off-platform payments, side agreements, cash refunds, threats, or private settlements may have their listings paused or removed. 15. Rebooking Instead of Refund When appropriate, Hookhub may offer the renter a comparable alternative space instead of, or in addition to, a refund. A rebooking credit may be offered when the original property is unavailable or unusable, the host cannot resolve a covered issue, a safer or more suitable space is available, and the renter agrees to the replacement option. If the renter rejects a reasonable replacement option, Hookhub may reduce or deny additional refund requests depending on the circumstances. 16. Platform Abuse Prevention Hookhub may review accounts for abuse of the cancellation, refund, damage, or dispute process. Examples of abuse include: • Repeated refund claims after using spaces. • False or exaggerated complaints. • Staying for free or attempting to stay for free through chargebacks. • Creating disputes to avoid payment. • Misrepresenting RV size, guest count, pets, vehicles, or intended use. • Threatening bad reviews, police calls, lawsuits, or social media posts to obtain refunds. • Repeated host cancellations after receiving bookings. • Hosts misrepresenting listings to secure bookings. • Users filming, photographing, or confronting others to manufacture evidence. • Off-platform payment schemes. Hookhub may respond to abuse by denying refunds, withholding payouts, removing listings, restricting accounts, requiring additional verification, or banning users from the platform. 17. Recommended Short Version for Checkout Page Long-Term Cancellation & Refund Summary For bookings of 28 nights or longer: • Cancel 30+ days before check-in for a full refund of rent paid, minus non-refundable fees. • Cancel 15-29 days before check-in for a 50% refund of the first month's rent. • Cancel within 14 days of check-in and the first month is non-refundable. • After check-in, renters have 72 hours to report serious, documented issues where the property is materially not as listed, inaccessible, unsafe, or missing advertised essential hookups. • After the 72-hour Arrival Protection Window, cancellations require 30 days' payment responsibility from the cancellation date, unless Hookhub determines there is a serious, verified host-caused or property-caused issue that materially prevents continued use. • Refunds are generally not available for personal preference, change of plans, failure to read listing details, or nights already used. • Evidence should document the condition, not confrontations. Do not record people, private conversations, occupied RVs, homes, bathrooms, private areas, children, or neighbors except where legally allowed and necessary for immediate safety. 18. Key Operating Principle Document the problem, not the person. Hookhub may request supporting documentation, which may include photos, videos, written statements, screenshots, receipts, official notices, or host/renter confirmation. Users should document the condition at issue whenever possible, but must not violate privacy, recording, trespass, harassment, or surveillance laws. Reference Notes This draft was informed by common policy patterns used by rental and travel platforms, including monthly-stay cancellation structures, 72-hour issue-reporting windows, host cancellation protections, and privacy rules for cameras and evidence. Sources reviewed include Airbnb Help Center pages on monthly stays and rebooking/refund issues, Hipcamp cancellation and host cancellation support pages, Vrbo cancellation/extenuating circumstance policies, Furnished Finder booking/refund support pages, Outdoorsy cancellation policies, RVshare terms, and Justia's 50-state recording law survey. Confirm all details with current platform policies and counsel before using this policy publicly.