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 receives a secure payment link and pays the booking total (the hire fee plus any cleaning fee or extras) via Stripe, our secure third-party payment processor. The bond is not charged (see section 3). The Guest's card is saved securely by Stripe so the bond hold can be placed. 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, any cleaning fee, any extras and any catering charge set by the Host. It does not apply to the bond or the Booking Fee.

All bookings include a Booking Fee, which is ærspace's fee for using the platform. The Booking Fee is shown as a separate line item before payment, is retained by ærspace and is not paid to the Host. The Booking Fee is not refunded if the Guest cancels.

Deposit or split payments are not currently offered: bookings are paid in full through the payment link. If a deposit structure is introduced in future, this policy will be updated with its terms before it takes effect.

Payment deadline: the Guest must pay within 48 hours of the Host's acceptance where the event is more than 3 days away, or within 2 hours where the event is within 3 days, and before the Space's notice period begins, unless the Host accepts a Booking that is already inside their notice period. The exact deadline is shown on the payment link. If payment is not received by the deadline, the booking is cancelled automatically, the date is released and nothing is charged.

Instant Book: where a Host has turned on Instant Book, a request that meets the Host's Instant Book settings is confirmed as soon as the Guest pays. The Host's opt-in counts as their acceptance of that booking. The requested time is held for 30 minutes while the Guest pays.

Catering: where a Host offers catering, the Guest may choose a catering option when booking. The catering charge is the per person price multiplied by the guest numbers and is shown as its own line before payment, with the space hire, Booking Fee and total. Where the Host offers space hire at no charge for bookings that meet their minimum catering numbers, the booking shows "Space hire included". Dietary requirements are included in the per person price. Final guest numbers are confirmed 7 days before the booking: numbers can be added until then (and the extra catering charge paid before the booking) but cannot be reduced. Bookings with catering always need the Host's acceptance, even where Instant Book is on.

3. Bonds

The bond is security only and is not charged. 24 hours before the booking starts, or at payment where the booking starts within 7 days, ærspace, acting as payment agent for the Host, places a temporary card pre-authorisation hold for the bond amount on the card the Guest paid with (via Stripe). No money is taken unless a claim is approved under section 8, in which case only the approved amount is charged and the rest of the hold is released. ærspace has no beneficial interest in the bond. The bond is never paid to the Host upfront and is never treated as income or as a cancellation fee.

The bond hold is released automatically 48 hours after the booking ends, unless:

• the Host has lodged a claim within 48 hours of the booking ending (see section 8); 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.

In this section, 'Booking subtotal' means the hire fee, catering, cleaning fee and any extras for the booking, excluding the Booking Fee and the Bond.

• 14 or more days' notice before the event start: 100% refund of the Booking subtotal (less the Booking Fee).
• 7 to 14 days' notice before the event start: 50% refund of the Booking subtotal (less the Booking Fee).
• Less than 7 days' notice before the event start: no refund of the Booking subtotal.
• Always: the Bond is not charged for any Guest cancellation, whenever it occurs, and any hold already placed is released in full.
• Always: the Booking Fee is not refunded when the Guest cancels.
• These tiers match clause 17 of the Venue Hire Terms. Where a Guest Booking Request states a different policy, that policy applies.

5. Cancellations by Hosts

Hosts are expected to honour confirmed bookings. Where the Host cancels a confirmed Booking, the Guest will receive a full refund of all amounts paid, including the Booking Fee, and any Bond hold is released. ærspace will facilitate the refund promptly. Repeated cancellations may result in suspension or removal from the platform.

6. Extraordinary circumstances

Regardless of the standard terms, the Guest will receive a full refund of all amounts paid, including the Booking Fee (with ærspace's commission waived), and any Bond hold is released, 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 Venue Hire Fee or the Booking Fee is provided. The Bond is not charged and the hold is released, 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 48 hours of the booking ending. Claims lodged after that window will not be considered and the bond hold is released automatically. The Guest has 24 hours to respond to a claim. ærspace reviews the evidence from both parties and makes the final decision on how much (if any) of the bond is charged, subject to any rights available under New Zealand law. Where the approved amount is less than the bond, only that amount is charged and the rest of the hold is released. If the bond hold expires before a claim is decided, any amount owed is a matter between the Host and 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.

Where a Booking cannot go ahead because the Space was double booked, because a payment arrived after the booked time was no longer available, or because of an ærspace error, the Guest will receive a full refund of all amounts paid, including the Booking Fee.

10. Host payouts

The Host receives 85% of the Booking subtotal (hire fee, catering, cleaning fee and any extras), automatically transferred to the Host's connected Stripe account when the Guest's payment is received, and paid to the Host's bank on the Host's Stripe payout schedule.

If a Booking is later cancelled in circumstances entitling the Guest to a refund, the Host's share of the refunded amount is reversed from the Host's Stripe account. Where that share has already been paid out, it becomes an amount owed by the Host to ærspace, which is deducted automatically from the Host's next payout(s) until cleared, or may be paid immediately by the Host through the Host Portal. The Bond is never part of this process.

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 2.0 · Effective date: 22 October 2026 · Published at aerspace.com/payment-cancellation-policy