Cancellation & Refund Policy

If Tenant cancels a confirmed Booking BEFORE taking occupancy (i.e., before the move-in date of the Commercial License Agreement), the following refund schedule applies. The applicable tier is determined by the number of calendar days between the date of cancellation and the scheduled move-in date. In all tiers, Stripe payment processing fees are non-refundable and will be deducted from any refund amount.

2.1 Cancellation More Than 14 Days Before Move-In Date

License Fee: 100% refund to Tenant (less Stripe processing fees)

Tenant Service Fee: NON-REFUNDABLE

Host receives: The Host Fee is deducted from the License Fee; if Tenant cancels pre-occupancy, Host receives 0% of the License Fee (since occupancy did not occur); Trulo refunds the License Fee to Tenant in full and absorbs the Host Fee

2.2 Cancellation 7–14 Days Before Move-In Date

License Fee: 50% refund to Tenant (less Stripe processing fees)

Remaining 50% of License Fee: Paid to Host as cancellation compensation

Tenant Service Fee: NON-REFUNDABLE

2.3 Cancellation Fewer Than 7 Days Before Move-In Date

License Fee: NO REFUND

Tenant Service Fee: NON-REFUNDABLE

Full License Fee is paid to Host

Stripe Processing Fees: Non-refundable in all cases

Rationale: Hosts who receive a very short-notice cancellation have limited ability to rebook the Space and deserve compensation for their lost opportunity. The sliding scale provides Tenants with meaningful refund rights for early cancellations while protecting Hosts from last-minute disruption.

3.1 Host Voluntary Cancellation (Manual Approval)

If a Host cancels a Booking that the Host manually approved, before Tenant occupies the Space:

Tenant receives a 100% refund of ALL amounts paid (License Fee and Tenant Service Fee)

Trulo will impose a Host Disruption Fee of 20% of the first month's License Fee, charged to the Host's card on file

The Host Disruption Fee is retained by Trulo to offset operational and rebooking costs

Host's listing performance score will be negatively impacted

3.2 Host Cancellation After Auto-Approval

If a Host cancels a Booking that was auto-approved (due to non-response within the 48-hour window):

Tenant receives a 100% refund of ALL amounts paid

Trulo charges the Host Cancellation Penalty: 30% of the first month's base License Fee, retained by Trulo

Host's listing performance score will be negatively impacted

Three or more such cancellations within 12 months may result in account suspension

3.3 Host Emergency Cancellation

In the event of a genuine emergency (fire, flood, structural failure, government condemnation) preventing Host from making the Space available, Host must notify

Trulo within 24 hours with supporting documentation. Trulo may, in its discretion, waive or reduce the Host Disruption Fee if the emergency is verified. Tenant will

receive a full refund regardless.

THE 30-DAY PROTECTED PERIOD IS A HARD LOCK-IN. NEITHER PARTY MAY CANCEL FOR CONVENIENCE. ANY PURPORTED CONVENIENCE

CANCELLATION DURING THIS PERIOD IS VOID AND OF NO LEGAL EFFECT.

4.1 Tenant Attempts to Cancel During Protected Period

If Tenant attempts to cancel or abandon the Space during the Protected Period without a permitted basis:

No refund of any amount paid for the Protected Period

Tenant remains liable for the License Fee and Tenant Service Fee through the end of the Protected Period

Trulo will continue to process monthly charges if the License Agreement so requires

Host may pursue unpaid amounts through Trulo's dispute process

4.2 Host Attempts to Cancel During Protected Period

If Host attempts to lock out, exclude, or effectively cancel Tenant's access during the Protected Period without a permitted basis:

Tenant receives a full prorated refund of all amounts paid for the remainder of the Protected Period

Trulo charges Host a penalty of one full month's License Fee, retained by Trulo

Host's account may be suspended pending investigation

4.3 Permitted Terminations During Protected Period

The following are the ONLY grounds for termination during the Protected Period:

Material breach by one party that remains uncured for 5 business days after written notice

Space rendered physically uninhabitable or inaccessible by Host's action or inaction

Lawful government order requiring cessation of operations or vacation of the Space

A Force Majeure Event (see Section 7 below)

In cases (2) and (3) above, Tenant receives a full prorated refund of prepaid amounts. In case (1), the non-breaching party is entitled to the remedies specified in the

Commercial License Agreement.

5.1 Valid Notice

After the Protected Period expires, either Host or Tenant may terminate the Commercial License Agreement by providing thirty (30) days' written notice through the

Trulo Platform. Termination is only effective as of the next monthly License Fee payment date following the expiration of the 30-day notice period.

5.2 Financial Obligations During Notice Period

Tenant is obligated to pay the License Fee and Tenant Service Fee for each full month within the notice period

If the effective termination date falls before a scheduled monthly charge, that charge will not be collected

No refunds are issued for amounts already paid and earned prior to the effective termination date

5.3 Early Departure During Notice Period

If Tenant vacates the Space before the effective termination date, Tenant remains financially obligated for the remaining period through the effective termination

date. The Space remains available to Tenant through the effective termination date.

5.4 Refund Upon Valid Termination

If Tenant has prepaid any amount for a period after the effective termination date, Trulo will refund such amounts within seven (7) business days of the termination

effective date.

5.5 Notice Delivery During Platform Outage

Termination notices submitted through the Trulo Platform dashboard are the primary and preferred method of delivery. However, Trulo acknowledges that Platform

outages, maintenance windows, or technical failures may occasionally prevent a party from accessing the dashboard at the time they wish to deliver a termination

notice. In such circumstances:

Email Alternative: A termination notice sent by email to contact@jointrulo.com (for Host-initiated terminations) or contact@jointrulo.com (for Tenant-initiated

terminations) with the subject line 'NOTICE OF TERMINATION — [Booking ID]' and the sender's registered Platform email address constitutes valid notice

delivery for purposes of this Policy. The effective date of the notice is the date and time of email transmission.

Confirmation Obligation: The party who delivers notice by email during a Platform outage must re-confirm the notice through the Platform dashboard within

forty-eight (48) hours of the outage being resolved. Failure to re-confirm within 48 hours does not invalidate the original email notice but may affect Trulo's

ability to process any associated refunds or status changes on an expedited basis.

Written Hardcopy Alternative: Certified mail or overnight courier to Trulo Corporation, Attn: Legal, 157 Weston Road, Wellesley, MA 02482, also constitutes valid

delivery with the notice date being the date of mailing (certified mail) or the confirmed delivery date (overnight courier).

Trulo is not responsible for delays in processing termination notices that result from Platform outages, provided the party used one of the alternative delivery

methods described above in a timely manner.

6.1 Generally Non-Refundable

Trulo's transaction fees are generally non-refundable once a Booking is confirmed and payment is processed:

Host Fee (2%): Deducted from Host payouts; earned upon Booking confirmation and non-refundable in all cases

6.2 Mandatory Refund of Tenant Service Fee — Host-Fault and Force Majeure Cancellations

NOTICE — FTC 2026 UNFAIR TERMS COMPLIANCE: Retaining a Tenant Service Fee when the platform failed to deliver the core facilitation due

to Host default or a Verified Force Majeure Event constitutes an unjust enrichment risk under FTC Unfair Terms guidelines. Accordingly, Trulo

WILL issue a full refund or 100% Platform Credit of the Tenant Service Fee in the following circumstances:

Host Voluntary Pre-Occupancy Cancellation (Section 3.1): Host cancels a Booking it had manually accepted before Tenant takes occupancy

Host Cancellation After Auto-Approval (Section 3.2): Host cancels a Booking auto-approved due to Host non-response, before Tenant takes occupancy

Verified Force Majeure Event — Pre-Occupancy (Section 7): A Verified Force Majeure Event renders the Space unavailable before Tenant's first day of

occupancy and Trulo verifies the event

6.3 Refund Form and Election

Where a Tenant Service Fee refund is mandatory under Section 6.2, the refund will be issued as follows:

Default: 100% Trulo Platform Credit redeemable on any future Booking, issued within 3 business days of cancellation confirmation. Platform Credit is valid

for 24 months from the date of issuance. If a Tenant's account is closed with unused Platform Credit, Trulo will convert the remaining balance to a cash

refund to the original payment method within 14 business days of account closure. Platform Credit is non-transferable and has no cash value except as

described herein.

Cash Refund Election: Tenant may request a cash refund to the original payment method by submitting a written request to contact@jointrulo.com within

seven (7) calendar days of the cancellation confirmation. Cash refunds are processed within 5–10 business days via Stripe.

If no election is made within 7 days, the Platform Credit is issued automatically

6.4 Circumstances Where Tenant Service Fee Remains Non-Refundable

All Tenant-initiated pre-occupancy cancellations (Sections 2.1, 2.2, 2.3)

Any cancellation after Tenant has taken physical occupancy of the Space (the facilitation service was fully delivered)

Tenant-fault terminations during or after the Protected Period

Force Majeure Events occurring after occupancy begins (pro-rated License Fee refunds still apply; see Section 7.3)

6.5 Platform Error Exception

If Trulo is solely at fault for a failed transaction (e.g., a platform technical error that prevented a valid Booking from being fulfilled with no Host or Force Majeure

involvement), Trulo may, in its sole discretion, refund the Tenant Service Fee regardless of the above tiers.

7.1 What Qualifies as Force Majeure

The following events may qualify as Force Majeure Events under this Policy:

Natural disasters: Earthquakes, hurricanes, floods, tornadoes, wildfires

Government orders: Mandatory evacuations, emergency orders requiring business closure, declared states of emergency

Public health emergencies: WHO or CDC-declared pandemics, government-mandated quarantines

Building emergencies: Fire, structural failure, utility loss exceeding 72 hours, HAZMAT contamination

Civil unrest: Government-ordered curfews, riots directly affecting the Space

7.2 What Does NOT Qualify

Change of mind or business strategy

Financial hardship or inability to pay

Slow business performance or poor foot traffic

Normal weather inconveniences

Availability of a better alternative space

Failure to obtain required permits or licenses

7.3 Refund Upon Verified Force Majeure

If a Force Majeure Event is verified by Trulo:

If the event occurs before occupancy begins: Full refund of License Fee; Tenant Service Fee is non-refundable

If the event occurs during the License term: Prorated refund for unused days remaining in the month; Tenant Service Fee is non-refundable for the current

month

Subsequent monthly charges are suspended while the Force Majeure Event continues

If the Force Majeure Event continues for more than 30 consecutive days, either party may terminate the License Agreement without penalty

7.4 Claiming Force Majeure

To claim a Force Majeure refund, submit a request to contact@jointrulo.com within seventy-two (72) hours of the event with: (a) Booking ID; (b) description of the

event; and (c) supporting documentation (government orders, news reports, official notices, or photographs). Trulo will review and respond within 7 business days.

8.1 Timeline

Credit/debit card refunds: 5–10 business days after approval

Bank account (ACH) refunds: 7–10 business days after approval

Refund timelines are subject to the policies of Stripe and your financial institution. Trulo will process approved refunds promptly but is not responsible for delays

caused by banks or payment processors.

8.2 Refund Method

Refunds are issued to the original payment method. If the original payment method is no longer available, Trulo will work with the requesting party to identify an

alternative refund method.

8.3 Disputes

If you believe a refund determination is incorrect, submit a written appeal to contact@jointrulo.com within fourteen (14) days of the determination. A different Trulo

team member will review your appeal within 7–10 business days. Trulo's decision on appeal is final.

9.1 Pre-Move-In Cancellations (Self-Service)

Tenants may cancel a confirmed Booking before the move-in date through the "Cancel Booking" feature in the Trulo Platform account dashboard. The cancellation is effective upon submission, and the applicable refund tier is determined by the Platform submission date and time relative to the scheduled move-in date.

9.2 Post-Move-In Cancellations (Contact Support)

After occupancy has begun, cancellations and termination notices must be submitted through the Trulo Platform's designated termination portal or by contacting Trulo support at contact@jointrulo.com. During the Protected Period, only permitted terminations (Section 4.3) will be processed. After the Protected Period, the 30-day rolling notice requirement applies.

9.3 Host Cancellations

Hosts may cancel a Booking before Tenant occupancy through the Host dashboard, subject to the applicable Host Cancellation Penalty. After occupancy begins, Hosts must submit termination notices through the Platform's termination portal and comply with the Protected Period and rolling notice requirements.

9.4 Effectiveness of Cancellation Notices

Cancellations communicated only by email, phone, or text message to Trulo or the other party are NOT effective for purposes of triggering refund or notice periods under this Policy, except as provided in Section 5.5 (Notice Delivery During Platform Outage). The Platform submission date and time determines the applicable refund tier.

IMPORTANT — PLEASE READ BEFORE FILING A CHARGEBACK: Filing a credit card chargeback ('dispute') with your bank or card issuer

instead of using Trulo's refund and dispute process may delay your resolution, result in suspension of your Trulo account, and may violate this

Agreement. Please use Trulo's internal process first.

10.1 What Is a Chargeback?

A chargeback occurs when a Tenant contacts their credit card issuer, bank, or payment network (Visa, Mastercard, American Express, Discover) to dispute a charge

and request reversal of a payment. Chargebacks are a consumer protection mechanism designed for fraudulent or unrecognized transactions. They are NOT

designed to be used as a substitute for Trulo's internal cancellation, refund, and dispute processes.

10.2 When Chargebacks Are Appropriate

A chargeback filed with your payment card issuer may be appropriate only in limited circumstances, including: (a) you do not recognize a Trulo charge on your

account and believe it may be fraudulent; (b) you have already exhausted Trulo's internal dispute process and received a final determination you believe was in

error; or (c) Trulo has become insolvent or is otherwise unreachable. Chargebacks filed without first attempting Trulo's internal process, or filed as a tactic to obtain

a refund outside of this Policy's terms, constitute improper use of the chargeback system and may violate applicable law.

10.3 Consequences of Filing a Chargeback

If a Tenant files a chargeback with their card issuer:

Trulo will be notified of the chargeback by its payment processor (Stripe) and will be provided the opportunity to submit evidence contesting the chargeback

('representment');

Trulo will submit evidence to the card network demonstrating that the charge was authorized and consistent with this Policy;

If the chargeback is found in Trulo's favor, the disputed amount will be recaptured from Tenant, and Tenant may be charged an additional chargeback

processing fee of up to $25 per chargeback, as permitted by applicable law and card network rules;

Pending resolution of any chargeback, Tenant's account will be suspended from making new Bookings;

Repeated chargeback filings, or filing a chargeback for a charge that is consistent with this Policy, may result in permanent termination of Tenant's Platform

account.

10.4 Trulo's Representment Process

Trulo takes all chargeback disputes seriously. Trulo's representment submissions to card networks typically include: (a) the signed Tenant User Agreement and

booking confirmation; (b) email correspondence confirming the Tenant's Booking; (c) evidence of Space access delivery; (d) any Platform communications relevant

to the disputed charge; and (e) this Cancellation and Refund Policy. Trulo maintains a win rate of approximately [X]% in representment proceedings. Filing an

improper chargeback does not guarantee a refund.

10.5 Preferred Alternative to Chargebacks

Tenants who believe they are entitled to a refund should always use Trulo's internal process first: submit a cancellation through the Platform, contact

contact@jointrulo.com, submit a dispute through the Platform's dispute portal, or file an appeal at contact@jointrulo.com. Trulo's internal process is typically faster

than a bank chargeback process (which can take 45–120 days) and does not risk account suspension or chargeback fees.

11.1 Insurance-First Approach

All disputes involving property damage, liability claims, or insurable losses arising from a Booking must first be submitted as a claim to the Tenant's Coverdash insurance policy (or equivalent approved insurer). Users are required to exhaust their insurance remedies before requesting Trulo mediation. Trulo will not mediate or adjudicate any claim that is covered by, or reasonably should be covered by, an active insurance policy unless the insurer has issued a written denial or the claim falls outside the policy's scope of coverage.

11.2 Trulo Mediation as Fallback

If the insurance claim is denied, partially denied, or the dispute involves matters not covered by insurance, either party may submit the dispute to Trulo for mediation through the Platform's dispute resolution portal. Trulo will review all submissions from both parties and issue a binding determination within five (5) business days of receiving complete submissions from both parties. Trulo's mediation determination is final and binding on both parties, subject to the arbitration provisions in the Master Terms of Service.

11.3 Damage Claims — Filing Requirements

All damage claims must be filed through the Platform within seventy-two (72) hours of the Tenant's move-out date. Damage claims must include photographic evidence of the alleged damage. Claims submitted after the 72-hour filing window, or claims submitted without photographic evidence, may be denied at Trulo's discretion.

12.1 Automatic Freeze on Cancellation or Dispute

Upon the filing of a cancellation or the initiation of a dispute through the Platform, Trulo will immediately freeze all pending payouts related to the affected Booking. No frozen funds will be released to either party during the pendency of the cancellation processing or dispute resolution.

12.2 Release of Frozen Payouts

Frozen payouts will be released only upon final resolution of the cancellation or dispute, whether through insurance determination, Trulo mediation, mutual agreement, or arbitration. Trulo will process the release of frozen payouts within five (5) business days of the final resolution.

For questions about this Policy, cancellations, or refund status:

Submit a cancellation: Platform dashboard — "Cancel Booking"

General support: contact@jointrulo.com

Force majeure claims: contact@jointrulo.com

Refund appeals: contact@jointrulo.com

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