THE HOSTED CRATES

RETURN, CANCELLATION AND REFUND POLICY

Effective Date: August 20, 2026 | Version 4.0

The Hosted Crates provides temporary event rentals and ready-to-style rental experiences. Rental items remain the property of The Hosted Crates and are reserved for specific dates. Traditional retail returns and exchanges do not apply.

This policy explains the Reservation Request process, payments, cancellations, refunds, reservation changes, date transfers, custom or personalized items, and the refundable Security Deposit.

1. RESERVATION REQUEST

Completing the initial checkout or reservation process submits a Reservation Request only.

A Reservation Request does not confirm the reservation, guarantee the requested date, guarantee inventory or add-on availability, or guarantee delivery availability. No rental payment or Security Deposit is due solely because a Reservation Request has been submitted.

The Hosted Crates reviews the requested date, package, guest count, add-ons, delivery location, service area, inventory, access requirements, styling information, and other relevant reservation details before approving or declining the request. Reservation Requests are generally reviewed within 24 to 48 hours.

2. APPROVAL AND CONTRACT

If The Hosted Crates approves the Reservation Request, the customer will receive a Reservation Contract containing the approved reservation details and pricing together with the Rental Agreement, Policies & Liability Acknowledgment.

The customer must review, electronically sign, and return the required agreement before an Initial Payment Request is issued.

A reservation is confirmed only after

•  The Hosted Crates approves the Reservation Request;

•  the customer electronically signs and returns the required contract and Rental Agreement;

•  The Hosted Crates issues the Initial Payment Request; and

•  the required Initial Payment is successfully received by the applicable deadline.

3. INITIAL PAYMENT

After the signed contract and Rental Agreement are returned, The Hosted Crates will send an Initial Payment Request equal to 50% of the approved package and add-ons subtotal.

For purposes of this policy, the package and add-ons subtotal is calculated before the Security Deposit and before separately stated taxes, delivery charges, extended-delivery charges, custom-item charges, or other approved charges unless the signed contract expressly states otherwise.

The Initial Payment is due within 24 hours from the time the payment request is sent unless another written deadline is provided.

If the Initial Payment is not received by the deadline, The Hosted Crates may release the date and inventory, cancel the approval, or require a new Reservation Request. The Hosted Crates is not required to continue holding inventory, delivery capacity, or pricing after the deadline has passed.

4. FINAL PAYMENT

The Hosted Crates will generally send the Final Payment Request approximately 72 hours before the scheduled event date.

The Final Payment Request includes the remaining 50% of the approved package and add-ons subtotal, the required Security Deposit, and any remaining approved charges, including applicable taxes, delivery charges, extended-delivery charges, custom-item charges, or other approved amounts.

The Final Payment and Security Deposit are due by the deadline stated in the Final Payment Request and must be received before delivery. The Hosted Crates may suspend preparation or delivery when a required agreement, signature, Initial Payment, Final Payment, Security Deposit, or other required payment is not completed by its due date.

5. SECURITY DEPOSIT

A refundable Security Deposit is required before delivery.

•  Standard reservations: $100 Security Deposit.

•  Reservations that include Projector + Screen: $150 total Security Deposit.

The $150 Security Deposit replaces the standard $100 Security Deposit and is not added to it.

The Security Deposit is separate from the package and add-ons subtotal and is not applied toward the rental price.

The Security Deposit may be applied toward documented charges permitted by the Rental Agreement, including missing, lost, stolen, damaged, or unreturned items; missing accessories or packaging; Excessive Soiling or cleaning beyond ordinary post-rental cleaning; stains, odors, smoke, wax, moisture, weather, heat, or pet-related damage; unauthorized alteration or misuse; failure to follow setup, safety, cooling, folding, or repacking instructions; additional retrieval or recovery attempts; additional travel or labor; repair, replacement, sourcing, transportation, or loss-of-use expenses; and applicable taxes where required.

Normal Wear and Tear resulting from proper and reasonable use will not be deducted from the Security Deposit.

The Security Deposit does not limit the customer's financial responsibility. If documented charges exceed the Security Deposit, the customer remains responsible for the remaining balance.

6. SECURITY DEPOSIT RETURN

After Company retrieval, The Hosted Crates will inspect and verify the returned rental items.

The unused portion of the Security Deposit will generally be processed for return within 3 to 5 business days after return verification is completed.

If an item is missing or requires additional cleaning, repair, replacement research, or other review, the refund may be delayed while the applicable amount is reasonably verified. When a deduction is made, The Hosted Crates will provide a description of the charge and supporting documentation when reasonably applicable.

Any remaining Security Deposit balance will be returned to the original payment method when possible. The customer's bank, card issuer, or payment provider may require additional processing time after The Hosted Crates initiates the refund.

7. INSPECTION AFTER DELIVERY

The customer must inspect the rental inventory promptly after delivery.

Missing, incorrect, damaged, incomplete, or nonworking items must be reported to contact@thehostedcrates.com within two hours after delivery or before the event begins, whichever occurs first. Photos or video may be requested.

If an issue is not reported during the inspection period, the rental items may be presumed to have been delivered complete and in acceptable condition, except for a defect that could not reasonably have been discovered during the initial inspection.

8. CANCELLATION BEFORE CONFIRMATION

A Reservation Request may be withdrawn before the reservation becomes confirmed.

Because no rental payment is required at the initial Reservation Request stage, there is ordinarily no rental payment to refund if the customer withdraws before making the Initial Payment.

If The Hosted Crates declines the Reservation Request, no rental balance is owed unless the customer separately approved a nonrefundable custom, special-order, or third-party expense in writing.

If an approved customer fails to return the signed contract or fails to make the Initial Payment within the required period, The Hosted Crates may close the Reservation Request and release the date and inventory.

9. CANCELLATIONS AFTER CONFIRMATION

All cancellation requests must be submitted in writing to contact@thehostedcrates.com. Cancellation deadlines are measured from the scheduled delivery date, not the event date.

Seven or More Calendar Days Before Delivery

When a confirmed reservation is canceled seven or more Calendar Days before scheduled delivery, eligible rental payments may be refunded less disclosed and already-incurred nonrefundable amounts, including custom work for which production has begun, special-order purchases, legally nonrefundable payment-processing amounts, nonrecoverable third-party expenses, or other reservation-specific costs already incurred.

If the Security Deposit has already been collected, the unused Security Deposit will be returned unless needed to cover another documented amount owed.

Within Seven Calendar Days Before Delivery

When a confirmed reservation is canceled fewer than seven Calendar Days before scheduled delivery, The Hosted Crates may retain a reasonable Cancellation Charge from amounts paid to cover costs and losses already incurred, including committed inventory, preparation, cleaning and sanitizing, packing, custom preparation, route planning, labor, lost booking opportunity, legally nonrefundable payment-processing amounts, special-order materials, and nonrecoverable third-party expenses.

The Hosted Crates will review the reservation and determine whether a partial refund, credit, or other adjustment is available. A date transfer is not available within this window under the standard one-time transfer policy.

Any unused Security Deposit will be returned if rental items were not delivered and no other documented amount is owed.

Forty-Eight Hours or Less, Route Execution, Failed Access, or Attempted Delivery

A reservation canceled 48 hours or less before scheduled delivery, canceled after route execution begins, or affected by failed access, missed delivery, or attempted delivery may be treated as fulfilled in whole or in part. Any refund, credit, or adjustment will depend on work performed, costs incurred, inventory commitment, route execution, and delivery status.

After Delivery

After the reservation has been delivered, accepted, or made available at the designated Delivery Location, the rental is considered fulfilled and is not eligible for a cancellation refund. Failure to use the items, reduced attendance, venue restrictions, weather that does not qualify as a Force Majeure Event, personal scheduling changes, guest cancellations, or a decision not to proceed with the event after delivery does not create a right to a rental refund.

The Security Deposit remains subject to the inspection, deduction, and return process described above.

10. ONE-TIME DATE TRANSFER

A confirmed reservation may receive one approved date transfer when the customer submits written notice at least 14 Calendar Days before the scheduled delivery date.

The requested new date is subject to inventory, delivery-route, retrieval-route, labor, seasonal availability, service area, and operational capacity.

A date transfer is not confirmed until The Hosted Crates approves it in writing and any required replacement Reservation Contract or updated agreement has been completed.

Once the permitted date transfer has been used, additional date transfers are not available. A date transfer does not reset or create an additional date-transfer right.

Existing eligible payments may be applied to the transferred reservation. Current pricing, delivery charges, taxes, and add-on pricing for the new date apply.

If the original seasonal experience is not offered for the new date, the customer must select another then-available experience. The Hosted Crates may offer store credit as an alternative when appropriate but is not required to do so.

11. OTHER RESERVATION CHANGES

Reservation changes other than an eligible date transfer must be submitted in writing and are subject to inventory, route, labor, timing, preparation status, and written approval.

Reservation changes requested fewer than seven Calendar Days before scheduled delivery are not accepted unless The Hosted Crates confirms a specific exception in writing.

A change is not effective until approved in writing. The customer may be required to sign a replacement or updated Reservation Contract, approve revised details, and pay any additional balance before the change is effective.

Guest Count Increases

A request to increase the guest count is subject to inventory availability, delivery capacity, timing, and payment of any additional charges.

Guest Count Reductions

A reduction request submitted fewer than seven Calendar Days before delivery will not be accommodated and does not create a right to a refund, credit, item substitution, or repacking adjustment for unused guest-count-based items.

For reduction requests submitted seven or more Calendar Days before delivery, The Hosted Crates may, at its discretion, revise the reservation, remove guest-count-based items, issue a partial adjustment, offer a credit, or leave the reservation unchanged based on inventory, preparation status, and costs already incurred.

The Hosted Crates will not reduce charges for items already purchased, customized, prepared, cleaned, packed, reserved, or made unavailable to another customer.

12. THE COMPLETE AND CURATED STYLING

The Complete is a thoughtfully curated experience designed around the way the customer hosts. Its enhanced value comes from curation and styling rather than automatic personalization.

The Complete may include, as described in the approved reservation, everything included in The Signature together with a Complete Style Profile, curated premium styling pieces, a styling edit tailored to the customer's occasion and hosting plans, one additional styled hosting moment, a tailored setup plan, a Complete Styling Consultation, and expanded decor and statement pieces.

The Complete does not automatically include personalized signage, custom fabrication, unlimited customization, or on-site styling. Any custom or personalized item must be separately purchased, expressly included in the signed contract, or otherwise approved in writing by The Hosted Crates.

13. CUSTOM AND PERSONALIZED ITEMS

If a reservation includes a custom or personalized item that is separately purchased or expressly listed in the signed contract, the customer is responsible for reviewing and approving names, dates, spelling, wording, colors, and other customization details.

Production begins when The Hosted Crates begins design work for production, prepares an approved or customer-submitted design, prints, cuts, assembles, orders, purchases, or otherwise begins creating or sourcing the custom item or special-order material.

Once production has begun, the custom or personalized item, completed design work, and related special-order materials are nonrefundable. This applies even if the reservation is later canceled, transferred, reduced, changed, or otherwise not used.

14. CANCELLATION BY THE HOSTED CRATES

If The Hosted Crates cancels a confirmed reservation and cannot provide a reasonable substitute or mutually accepted alternative, amounts paid for rental services that will not be provided will be refunded.

Any collected Security Deposit will also be returned unless it is properly applied toward another documented amount owed.

The Hosted Crates is not responsible for amounts paid by the customer to unrelated vendors or for indirect event expenses except where applicable law requires otherwise.

15. NO RETAIL RETURN, MAILING, OR SHIPPING

Rental items are not purchased merchandise and may not be returned through a traditional retail-return process.

Customers must not mail, ship, courier, freight, or send rental items through any postal service, parcel carrier, moving company, delivery application, or other third-party transportation service.

The Hosted Crates retrieves rental inventory only through the scheduled pickup process.

16. RELATIONSHIP TO OTHER TERMS

This policy should be read together with the signed Rental Agreement, Reservation Contract, approved pricing and invoices, Delivery, Pickup and Service Area Policy, Safety Policy, and Terms of Service.

For reservation-specific rental obligations, the signed Rental Agreement controls to the extent permitted by law.

17. CONTACT

Questions, cancellations, date-transfer requests, or reservation-change requests should be sent to:

The Hosted Crates

Business location/service base: Williamsburg, Virginia

Email: contact@thehostedcrates.com