Cancellations and refunds
The short version
- Cancel 48 hours or more before your shoot starts: you get everything back, including Setspace’s service fee.
- Cancel less than 48 hours before: you get half of what you paid back.
- If the host cancels, at any time: you get everything back.
- Nothing is charged until the host accepts and you pay. Requests that are declined or expire cost nothing.
How booking and paying works
When you request a booking, the host has 24 hours to accept or decline (or until the shoot starts, if that’s sooner). Once they accept, you have 24 hours to pay. Your booking is only confirmed once you’ve paid. If you don’t pay in time, the booking lapses and you aren’t charged.
How to cancel
Go to your account page and tap Cancel booking. The time we use is when you tap the button, compared with the shoot’s start time in Lagos time.
When the money arrives
Setspace sends refunds through Paystack, to the card or account you paid with, within a few days of the cancellation. After that, it can take up to 10 working days to show, depending on your bank. You’ll see the refund’s progress on your account page.
Promo codes
Refunds are worked out from what you actually paid, after any promo code discount.
Problems on the day
If the space is very different from its listing, you can’t get in, or something important doesn’t work (for example, no power when the listing promises a generator), message the host on Setspace straight away and contact us at hello@setspace.ng within 24 hours of the shoot. Send photos if you can. We’ll look at what happened and may refund you in part or in full.
Overtime and damage
Staying past your booked time, bringing a bigger crew than agreed, or damaging the space are between you and the host, following the space’s house rules. See our terms.