Payment & cancellation policy.
1. About this policy
Airspace NZ Limited, trading as ærspace, NZBN 9429053826763 ("ærspace", "we", "us") operates a marketplace connecting people looking to book venues ("Guests") with people who list their spaces ("Hosts"). ærspace acts as an intermediary and payment collector — we are not a party to the hire agreement itself, but we do hold and disburse funds in accordance with this policy. This policy forms part of your agreement with ærspace and applies to all bookings made through the platform.
2. How payments work
When a booking is accepted by the Host, the Guest pays the full booking total — the hire fee plus the refundable bond — via Stripe, our secure third-party payment processor. All amounts are in New Zealand Dollars (NZD) and include GST. ærspace deducts its agreed commission (as set out in the Introducer Agreement between ærspace and the Host) from the hire fee before passing the remainder to the Host. The commission is calculated on the hire fee only — it does not apply to the bond.
Deposit or split payments are not currently offered — bookings are paid in full upfront. If a deposit structure is introduced in future, this policy will be updated with its terms before it takes effect.
3. Bonds
The bond is a security deposit only. It will be held by ærspace and refunded to the Guest in accordance with clause 10 of the Venue Hire Terms, less any amounts properly deducted under the Venue Hire Terms. The bond does not constitute trust money, and ærspace may co-mingle it with its own funds pending refund. The bond is not paid to the Host upfront and is never treated as income or as a cancellation fee.
The bond is returned to the Guest in full within 2 business days after the event ends, unless:
- the Host has submitted a valid damage claim within 24 hours of the event ending (see section 9); or
- there is an active dispute relating to the booking.
4. Cancellations by Guests
Guests must cancel through the ærspace platform (or by emailing info@aerspace.com). Cancellations communicated only to a Host will not be recognised for refund purposes until confirmed with ærspace.
- Cancellation 7 or more days before the event start: the hire fee, less ærspace's booking commission, is refunded. The bond is refunded in full.
- Cancellation less than 7 days before the event start: no refund of the hire fee. The bond is refunded in full, provided no damage claim is made.
5. Cancellations by Hosts
Hosts are expected to honour confirmed bookings. If a Host cancels a confirmed booking for any reason, the Guest receives a full refund of all amounts paid (hire fee and bond), and ærspace will facilitate the refund promptly. Repeated cancellations may result in suspension or removal from the platform.
6. Extraordinary circumstances
A full refund of all amounts paid (with ærspace's commission waived) may be provided regardless of the standard terms where the cancellation is caused by:
- natural disasters (flood, earthquake, fire, storm) that make the venue inaccessible or unusable;
- the venue losing its relevant licence, resource consent or legal authority to operate for the booked use;
- government-declared states of emergency that prevent the event proceeding; or
- other circumstances of a comparable nature, as determined by ærspace at its sole discretion.
Contact info@aerspace.com as soon as practicable with supporting documentation. Applications are assessed case by case.
7. No-shows
If a Guest fails to attend at the booked time without cancelling, no refund of the hire fee is provided. The bond is refunded in full, provided no damage claim is made.
8. Damage claims
A Host who believes damage was caused during the hire must lodge a claim through their ærspace portal with photographic or other evidence within 24 hours of the event ending. Claims lodged after that window will not be considered and the bond is returned automatically. ærspace reviews each claim, both parties may respond, and ærspace's decision on allocation of the bond is final, subject to any rights available under New Zealand law. Where damage is assessed at less than the bond, the remainder is returned to the Guest. The bond does not limit a Host's ability to recover further amounts through other legal channels.
9. Refund processing
Refunds are processed via Stripe to the original payment method, normally within 3–5 business days of approval. ærspace is not responsible for delays caused by your bank or card issuer. If a refund has not arrived within 7 business days, contact info@aerspace.com.
10. Host payouts
Hosts receive the hire fee minus ærspace's agreed commission (as set out in the Introducer Agreement), paid within 2 days of the Guest's payment, provided there are no disputes or outstanding issues. If a payout has been made and the booking is later cancelled in circumstances entitling the Guest to a refund, the Host may be required to return the payout to ærspace.
11. Your rights under New Zealand law
The Consumer Guarantees Act 1993 and Fair Trading Act 1986 may apply to services provided through the platform. Nothing in this policy limits rights that cannot lawfully be excluded. Unresolved disputes may be referred to the Disputes Tribunal of New Zealand (claims up to $30,000) or the Commerce Commission (Fair Trading Act matters).
12. Changes to this policy
ærspace may update this policy from time to time. Changes are published on the platform with an updated version number and effective date. Bookings confirmed before an update continue to be governed by the version in force at confirmation, unless a change is required by law.
13. Contact
Airspace NZ Limited, trading as ærspace · Email: info@aerspace.com. By confirming a booking on the platform you confirm you have read, understood and agree to this policy.
Payment & Cancellation Policy — Version 1.3 · Effective date: 26 August 2026 · Published at aerspace.com/payment-cancellation-policy