Refunds and cancellations from your side

If you cancel

Free within 2 hours of the booking. After that, $20 goes to the renter as credits: she has planned a night around a piece that is no longer coming, and that is the least it costs her.

Away dates are the way to avoid this. Block the days before they are booked, not after. See Your closet settings.

If the renter cancels

What she gets back is up to you: your cancellation terms, on each piece. You set them once for your whole closet and every piece uses them, or you give a piece its own. See Your closet settings. A closet that sets none uses Jelly's default: a full refund up to 2 days before the start, then 50% of the rental price.

Two things are the same whatever your terms say:

• Within 2 hours of booking: she is refunded in full.
• Once the courier has been dispatched, or the hand-off is under way: it cannot be cancelled. The piece is moving.

In between, your terms decide: a full refund up to the number of days before the start that you chose, then the share of the rental price you chose, or nothing. Delivery is never part of a partial refund. Whenever she cancels, the dates come back to you.

A booking keeps the terms it was made under. Changing yours reaches the next booking or offer, never one already made, so a renter always gets what the piece said when she booked it, or when she sent her offer.

On a shipped order your window counts to your ship-by date, and nothing can be cancelled once the carrier has scanned the parcel. If a renter cancels before the scan, the label you made is cancelled with the order.

What comes back on any given order is itemised on it. See Cancelling.

Fit refunds

A fit refund is yours, not Jelly's. Where a listing of yours offers one and it is granted, the renter is refunded in credits at the percentage you set, and you do not receive a payout on that rental. Jelly funds no part of it, on anyone's first rental or their fiftieth, which is exactly why both dials are yours. See Fit refunds.

Your payout waits while it is settled. From the moment she reports a fit problem, your payout on that rental is on hold. When you approve the refund her credits are not paid yet. They are issued once the piece is back with you. If she keeps the piece past her end date instead, the fit refund is cancelled and your payout is released in full.

Delivery fees are never refunded on a fit refund.

Not as described

If a piece arrives materially different from its listing, the renter reports it within 12 hours with photos and returns it the same day. A confirmed report is a full refund to her including the delivery fees paid in both directions, and you do not receive a payout on that rental. Where the piece was yours to describe, the courier that carried it is charged to you as well: it comes out of the payout being held on that rental first, and anything left goes onto your balance. A piece that goes out dirty takes the same route. See Not as described.

The defence is an accurate listing and a good before video. Photograph the flaws and write them down; nothing described is ever "not as described". See Adding a piece to your closet and Sending a piece out.

If a piece arrives too late to wear

A piece that reaches the renter too late to be worn is refunded in full: the rental and both delivery fees. Where the delay was yours, you do not receive a payout on that rental. Where the courier or the carrier caused it, you do: that one is not yours to carry. Jelly reads the record and decides which it was. On a shipped order, dropping the parcel off after your ship-by date is a delay of yours; a parcel you dropped off in time that the carrier ran late is not.

The renter has to report it within 12 hours of it arriving and book the return the same day, and a piece that simply arrived later in the day but still inside her rental is not this. The way to stay out of it is to film and book the courier the moment a rental is confirmed (or, shipped, to have the parcel with the carrier by the ship-by date). See Sending a piece out.

Upgrading the shipping speed

Before you make the label, you can choose a faster speed to give yourself more time. The difference between what the renter paid and the faster speed comes out of your earnings on that rental and shows on your earnings as its own line; the renter pays nothing more. See Shipping.

Purchases

A purchase is a full refund until the courier has it (or, shipped, until the carrier scans it) and none after.