Policies
Cancellation policy
Each Wheelhouse listing uses one of four cancellation tiers, set by the host. The tier is shown on the listing page and on the checkout summary before you confirm a booking. Refunds always follow the tier in effect at the time of booking, even if the host changes the tier afterward.
Last updated July 2026
The four tiers
Flexible
Full refund if cancelled 24+ hours before check-in. No refund within 24 hours. The most forgiving tier — most last-minute plans still get everything back.
Moderate
Full refund if cancelled 7+ days before check-in. 50% refund 1–7 days before. No refund within 24 hours. A middle ground: generous far out, partial in the final week.
Strict
Full refund if cancelled 30+ days before check-in. 50% refund 7–30 days before. No refund within 7 days. For units that are hard to re-book on short notice.
Super strict
Full refund if cancelled 60+ days before check-in. 50% refund 30–60 days before. No refund within 30 days. Used by hosts whose units have heavy demand, long delivery set-up, or seasonal limits.
Day boundaries are measured in whole 24-hour increments before the listed check-in time — a cancellation 23 hours out counts as “within 24 hours,” not as one day.
What is and isn't refunded
- Refund amount: the tier percentage above is applied to the amount you paid for the booking — nightly rate, cleaning fee, delivery fee, and service fee together. There are no separate per-fee rules.
- Security deposit: charged with the rest of your trip when the booking is confirmed, then refunded in full 72 hours after check-out unless the host files a damage claim. It sits outside the tier percentage above — cancel and your deposit comes back whole regardless of which refund bracket applies to the trip itself. See Insurance.
- Taxes: refunded through your payment provider in proportion to the refunded amount.
Host cancellations
A host who cancels a confirmed booking owes the guest a full refund of the booking total — including service fees, delivery fees, and taxes. In addition to the refund:
- Wheelhouse may apply penalties against the host, including reduced search placement and listing suspension.
- The booked dates are automatically blocked on the host's calendar to prevent re-booking by another guest.
- Repeated host cancellations or no-shows lead to listing suspension and may result in account removal.
Extenuating circumstances
Some events override the tier on the listing and result in a full refund regardless of policy. These include but are not limited to:
- Death or serious illness of a guest, the host, or an immediate family member, with documentation.
- Government-issued mandatory evacuation orders, travel restrictions, or border closures affecting the booking region.
- Severe weather events that materially endanger the trailer or its occupants — wildfires, hurricanes, flooding — at the listing's location.
- Catastrophic damage to the unit prior to check-in that prevents safe occupancy (host responsibility).
- Active wars, terrorism, or civil unrest at the listing location.
File a request with support@wheelhouse.mobile and include documentation. We prioritize active-trip safety issues. If you or someone with you is in immediate danger, contact your local emergency services first.
How to cancel
Guests: open the booking from My trips and choose “Cancel.” The cancellation modal shows the refund amount before you confirm.
Hosts: open the booking from Host bookings. Cancellation requires confirmation and a reason that's shared with the guest.
Refunds are issued back to the original payment method and typically appear within 5–10 business days, depending on your bank.
Questions
Anything in this policy that needs clarification, write to support@wheelhouse.mobile.