Effective Date: May 28, 2026
This Cancellation Policy is incorporated into and forms part of the Rental Agreement between the property owner ("Owner") and the renter ("Renter"), facilitated through the Keyseason platform. Capitalized terms not defined herein have the meanings given in the Rental Agreement.
This section applies to cancellations initiated by the Renter before the Move-In Date. Terminations after the Move-In Date are governed by Section 16. The cancellation policy applicable to each Stay is the policy selected by the Owner in the Keyseason listing and confirmed in the Stay Confirmation. All cancellations must be submitted through the Keyseason platform. Cancellations communicated solely by phone, text message, or email outside the platform will not be recognized as valid and will not trigger any refund obligation. The refund amount is determined by the number of calendar days between the time of cancellation and the scheduled Move-In Date, as follows:
If Renter cancels more than 7 calendar days before the scheduled Move-In Date, Renter is entitled to a full refund of the Security Deposit, cleaning fees, and the prepaid first month’s rent, less any applicable payment processing fees.
If Renter cancels 7 calendar days or fewer before the scheduled Move-In Date, Renter is entitled to a full refund of the Security Deposit, cleaning fees, and 50% of the prepaid first month’s rent, less any applicable payment processing fees.
A stay cannot be canceled on the move-in date.
If Renter cancels more than 15 calendar days before the scheduled Move-In Date, Renter is entitled to a full refund of the Security Deposit, cleaning fees, and the prepaid first month’s rent, less any applicable payment processing fees.
If Renter cancels more than 5 calendar days but 15 calendar days or fewer before the scheduled Move-In Date, Renter is entitled to a full refund of the Security Deposit, cleaning fees, and 50% of the prepaid first month’s rent, less any applicable payment processing fees.
If Renter cancels 5 calendar days or fewer before the scheduled Move-In Date, Renter forfeits the first month’s rent in full, but will receive refund of the Security Deposit and cleaning fees in full, less any applicable payment processing fees.
If Renter cancels more than 30 calendar days before the scheduled Move-In Date, Renter is entitled to a full refund of the Security Deposit, cleaning fees, and the prepaid first month’s rent, less any applicable payment processing fees.
If Renter cancels more than 15 calendar days but 30 calendar days or fewer before the scheduled Move-In Date, Renter is entitled to a full refund of the Security Deposit, cleaning fees, and 50% of the prepaid first month’s rent, less any applicable payment processing fees.
If Renter cancels 15 calendar days or fewer before the scheduled Move-In Date, Renter forfeits the first month’s rent in full, but will receive refund of the Security Deposit and cleaning fees in full, less any applicable payment processing fees.
Where any refund is approved under the tiers set out above, the Renter Platform Fee charged at the time of booking is refunded in proportion to the refund on the prepaid first month's rent.
The cancellation period is measured from the date and time the written cancellation is received and confirmed by Keyseason to the scheduled Move-In Date at 12:00 AM local time at the property address. For example, if the Move-In Date is the 20th of a month, a cancellation received at any time on the 4th of that month or earlier in local time at the property address constitutes cancellation with more than 15 days' notice.
To cancel a booking, Renter must submit a cancellation request through the Keyseason platform by logging into their account and selecting "Cancel stay" from the “Stays” page. Cancellations communicated solely by phone, text, or email to the Owner directly are not valid until confirmed through the platform. The cancellation timestamp recorded by Keyseason's platform shall be the definitive record for purposes of determining the applicable refund tier.
Approved refunds will be processed to the original payment method within 5–10 business days of cancellation confirmation. Keyseason is not responsible for delays caused by the Renter's financial institution.
If Owner cancels a confirmed booking for any reason other than a material breach by Renter, Renter is entitled to a full refund of all amounts paid, including the Security Deposit and any prepaid rent. Keyseason will additionally use reasonable efforts to assist the Renter in finding comparable alternative housing.
This Cancellation Policy governs pre-move-in cancellations only and does not apply to early lease terminations.
In the event a cancellation is necessitated by a documented natural disaster, government-declared state of emergency, or other force majeure event directly affecting the property or the Renter's ability to take occupancy, Keyseason reserves the right to override the standard refund schedule and issue a full or partial refund at its sole discretion. Renter must provide supporting documentation within 48 hours of cancellation.
Keyseason reserves the right to modify this Cancellation Policy at any time. Changes will not apply retroactively to confirmed bookings made prior to the effective date of any modification.
