Refunds, Pre-Authorisation Holds, and Reversals

This article is for Customers who want to understand how pre-authorisation holds and refunds are processed for Casual Bookings.

Expired or Declined Booking Requests

When you submit a Casual Booking request, SpacetoCo places a temporary pre-authorisation hold on your payment card. Funds are only formally captured when the Host approves your request.

If your booking request is declined or expires without approval, the pre-authorisation hold releases automatically:

• The temporary pending hold disappears from your bank statement within a few days.
• No charge is completed, so no credit note or refund line item is generated.

Note: If a pending charge labelled "SPACETOCO VENUE HIRE" remains on your statement past your bank's standard hold period, email a screenshot to info@spacetoco.com so our team can investigate.

Refunds for Cancelled or Adjusted Bookings

When a confirmed booking is cancelled or reduced in value, refunds are issued back to the original payment card.

• Settlement time: Refunds take 5 to 10 business days to clear into your bank account.
• Missing refunds: If your refund does not appear after 10 business days, email info@spacetoco.com. Our team can provide your Acquirer Reference Number (ARN) to help your bank trace the funds.
• Closed or replaced cards: If your original card is no longer active, read our guide on refunds to cancelled cards