Help Center

Helpful answers and platform guidance for renters, hosts, and everyone using OurSpace.

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The OurSpace Help Centre is your go-to resource for answers, support, and step-by-step guidance on using the platform. Whether you need help with bookings, hosting your space, account settings, payments, payouts, cancellations, or trust and safety, you can find helpful information here to guide you through the process.

Browse FAQs, host guidance, renter guidance, and important platform information all in one place. Our goal is to make storage feel clearer, more flexible, and easier to manage at every stage of the experience.

Browse Host Guide Topics:

1. Getting Started as a Host

Hosting on OurSpace means listing eligible extra space that you have available so renters can book it for storage through the platform. This may include spaces like garages, basements, spare rooms, closets, sheds, or other suitable storage areas.

As a host, you are responsible for creating an accurate listing, setting your availability, reviewing booking requests, communicating clearly with renters, and helping make sure your space is ready for each booking. In return, hosting gives you the opportunity to earn income from space that may otherwise go unused.

OurSpace is designed to help make hosting feel more straightforward, organized, and supported by giving you tools to manage listings, bookings, communication, and payments in one place.

Adults with eligible extra space can apply to become hosts on OurSpace.

This may include people with suitable storage areas such as garages, basements, spare rooms, closets, sheds, or other spaces that can be offered for storage through the platform. To host, users must meet OurSpace’s eligibility requirements, complete any required account and verification steps, and agree to the platform’s terms and policies.

Hosts are also expected to provide accurate listing information, maintain clear communication, and help ensure their space is suitable for the type of storage being offered.

OurSpace is designed to support a wide range of storage spaces, as long as the space is suitable, accurately represented, and allowed under platform rules. Hosts may be able to list spaces such as garages, basements, spare rooms, closets, sheds, and other enclosed areas that can be used for storage.

Hosts may also be able to list outdoor or land-based spaces for items such as RVs, boats, trailers, motorized vehicles, and other large belongings that require open-air or driveway-style storage.

In some cases, a space may be more unique or unconventional. OurSpace welcomes creative storage options where appropriate, as long as the space can be described clearly, used safely, and matched with a renter’s needs in a transparent way.

When creating a listing, hosts should make sure the space type, size, access conditions, and any limitations are explained as clearly as possible so renters know what to expect.

A good hosting space is one that is safe, accessible, and clearly suited for storage. The best spaces are those that can be described accurately, prepared reliably, and offered in a way that helps renters understand exactly what to expect.

In general, a space may be a good fit for hosting if it:

  • has enough room for the types of items being stored
  • can be accessed in a clear and manageable way
  • is clean, secure, and appropriate for storage
  • can be described honestly through photos, measurements, and listing details
  • has any important conditions or limitations clearly communicated in advance

A strong listing does not always need to be large or traditional. Smaller spaces, outdoor areas, and more unique storage options can also be a good fit if they are practical for the intended use and accurately represented.

The most important part is that the space is suitable for the storage being offered and that renters can make an informed decision based on clear, transparent information.

Before creating a listing on OurSpace, you should have both your space and your host account setup ready to go.

To get started, hosts should be prepared with:

  • a suitable space to list
  • clear photos of the space
  • basic details such as size, features, access information, and any important limitations
  • pricing and availability preferences
  • any rules or expectations renters should know before booking

As part of the host onboarding process, you will also need to complete the required account setup steps before your listing can go live. This includes setting up your host account, adding your payout information, completing identity verification, confirming the host agreement, and agreeing to the applicable terms and policies.

Taking time to prepare these details in advance can help make your listing more complete, more accurate, and easier for renters to understand and book.

Yes. If you have more than one eligible space available, you can host multiple spaces on OurSpace by creating a separate listing for each one.

This helps keep each space clear and accurate, with its own photos, details, pricing, availability, and booking information.

2. Creating a Listing

You can create a host listing through the My Spaces section of the app. From there, select Create a Space to begin setting up your listing.

This option is available whether you are creating your first listing or adding another space later on. Once selected, you will be guided through the steps to enter your space details, photos, pricing, availability, and other listing information.

When creating a listing, you should follow the Create a Space form in the app and fill out each section as completely and accurately as possible.

This includes the main details about your space, along with any specific features, limitations, access information, or other notes that may help renters understand what is being offered. The more clear and complete your listing is, the easier it is for renters to decide whether the space is the right fit for their needs.

Providing thorough and accurate information also helps set clear expectations from the start and can lead to a smoother booking experience for both hosts and renters.

Hosts should upload clear, accurate photos that show the space as it will actually appear to renters.

It is best to include photos that help renters understand:

  • the overall size and layout of the space
  • access points, such as doors, gates, driveways, or entry areas
  • important features of the space
  • any conditions or limitations renters should be aware of

Try to use well-lit photos and include multiple angles where possible. The goal is to give renters a realistic and helpful view of the space so they can make an informed decision before requesting to book.

If there is anything unique about the space, it is a good idea to photograph that as well so the listing feels as clear and transparent as possible.

When creating your listing, you can select key space features during the Create a Space process. These features will appear on your listing and help renters quickly understand what your space offers while browsing.

You can also choose which billing period you want to prioritize, such as daily, weekly, or monthly. If you would like, you can offer all available billing options or choose just one. Your selected priority billing option will be shown on the listing’s cover card in the browse section, helping renters quickly see how the space is offered.

Using these options thoughtfully can make your listing easier to understand at a glance and help attract renters whose needs are the best match for your space.

When creating your listing, you should use the space details and description sections to clearly outline any important rules, access expectations, or limitations renters should know before requesting to book.

This may include things like:

  • when and how the space can be accessed
  • what types of items the space is suitable for
  • any restrictions or conditions related to storage
  • anything renters should know before drop-off or pick-up

Clear expectations help renters decide whether your space is the right fit and can make the booking experience smoother for both sides. If needed, you can also use in-app messaging to clarify details with a renter before confirming a booking.

Yes. You can update your listing after it has been published.

If the space is not in a confirmed active booking, you can continue making changes as needed. If a renter has already requested to book the space, some listing updates may still be possible, but the renter will need to review and confirm the updated details again before the booking can move forward.

Once a listing is in a confirmed state with an active booking, certain changes may no longer be available until that booking is complete. This helps keep the booking details clear and consistent for both the host and the renter.

3. Setting Pricing, Availability, and Terms

When creating your listing, you can choose how you would like to price your space by offering daily, weekly, or monthly rates.

OurSpace may provide a recommended price based on the details of your listing and the general average for similar spaces, which can be used as a guide while setting your rate. However, the final price is up to you.

This gives hosts flexibility to price their space in a way that reflects its size, features, location, and how they would like to offer it to renters.

To a degree, yes. On OurSpace, listings can be set to public or private.

A public listing is visible in the browse section and may be requested by renters. If your space is no longer available, you can switch the listing to private so it is no longer shown publicly.

If your space is already in a confirmed booking, it will not appear in the public browse section as available to book, even if that booking has a scheduled end date.

At launch, availability controls are more basic, but we plan to make these tools more flexible and advanced as the platform continues to develop.

Not directly at this time. Hosts can choose which billing cycles to offer, such as daily, weekly, or monthly, and can select a preferred billing option for their listing, but minimum and maximum booking lengths are not currently built in as a separate setting.

If you have preferred booking lengths for your space, you can include that information in your listing details so renters understand your expectations before requesting to book. You can also review incoming requests and decline bookings that do not feel like the right fit for your space based on the length of stay requested.

As OurSpace continues to grow, we plan to make booking settings more flexible for hosts.

Yes. You can manage your listing through the My Spaces section of the app.

From there, you can edit, pause, delete, or create a new listing as needed. Pausing a listing is a helpful option if your space is temporarily unavailable and you do not want it to appear for new booking requests.

You can update your pricing or listing details through the My Spaces section of the app. Select the space you would like to update and make the changes there.

If a space is currently in an active confirmed booking, certain details, including pricing, cannot be changed for that ongoing booking. Once the booking is complete, you can update the listing again and set new pricing or details for future renters.

4. Booking Requests and Approvals

When a renter is interested in your space, you will receive a booking request through the app. Hosts can review the request details and then decide whether to accept it, ask questions, or request changes before moving forward.

If a host accepts the request, the renter must still complete a final confirmation step before the booking becomes official. This is part of OurSpace’s three-step confirmation process, which is designed to help make sure both sides are aligned on the details before the booking is fully confirmed.

Hosts may also receive multiple requests at the same time and can review their options before choosing the renter that feels like the best fit for the space.

Yes. Before accepting a booking request, hosts can review the details provided by the renter about their storage needs and the items they are planning to store.

Hosts can also view the renter’s profile to learn more about them, including reviews, badges, and other relevant platform information. If needed, hosts can also message the renter through the app to ask questions or clarify details before deciding whether to move forward.

This helps hosts make a more informed decision about whether the request feels like the right fit for their space.

You can manage booking requests through My Spaces in the app. Under Bookings, you will see the requested space along with its current status.

Select the request to view the available actions, including the option to accept or decline the booking. This allows you to review the request and respond directly through the platform.

Before approving a booking, hosts should make sure the request feels like the right fit for their space and that the booking details are clear.

It is helpful to review:

  • the type of items the renter plans to store
  • whether the space is suitable for those items
  • the requested booking length and billing period
  • any access needs, timing, or expectations related to drop-off and pick-up
  • the renter’s profile information, reviews, badges, and any other relevant trust signals

If anything is unclear, hosts can message the renter through the app before making a decision. Taking a moment to review the details carefully can help set clearer expectations and lead to a smoother booking experience for both sides.

After you accept a booking request, the renter must still complete a final confirmation step before the booking becomes official. This is part of OurSpace’s three-step confirmation process and helps make sure both sides are aligned on the final details.

Once the renter confirms, the booking becomes active and the agreed details, including timing, pricing, and billing cycle, move forward through the platform.

From there, the next step is preparing for drop-off. Hosts should make sure the space is ready and use in-app messaging if anything still needs to be confirmed before move-in.

At drop-off, the renter will bring their items to the storage location and place them in the space. As part of the drop-off security check, the renter must upload a photo of their items in the space before leaving. The host must also provide the renter with the 4-digit drop-off security code to complete that step.

Once drop-off is complete, the booking continues according to the confirmed terms, and both parties will be able to review the drop-off experience through the app.

5. Preparing for a Booking

Before a renter arrives, hosts should make sure the space is clean, accessible, and ready to match the listing as it was presented in the app.

It is a good idea to prepare the space by:

  • making sure the area is clear and ready for the agreed storage use
  • confirming that access is available as expected
  • checking that the space still matches the photos and details shown in the listing
  • reviewing any important drop-off details or timing with the renter in advance
  • being ready to provide the 4-digit drop-off security code at move-in

Taking a few moments to prepare in advance can help the drop-off process go more smoothly and create a better experience for both the host and the renter.

Before the renter arrives, it is a good idea to confirm the key booking details so both sides are aligned and the drop-off process goes smoothly.

This may include confirming:

  • the agreed drop-off date and time
  • how the renter will access the space
  • any important instructions about arrival, entry, or parking
  • the type of items being stored
  • any space-specific rules or expectations
  • anything the renter should know before move-in

Clear communication in advance can help avoid confusion, make the handoff smoother, and set the right expectations from the start.

Hosts should use their listing details and in-app messaging to explain access as clearly as possible before a booking begins.

Helpful access instructions may include:

  • where the renter should go when they arrive

  • how to enter or reach the space

  • any parking, gate, building, or driveway details

  • whether the host will meet the renter in person

  • any timing restrictions or special arrival instructions

The goal is to make sure the renter knows what to expect before drop-off so the process feels simple and smooth. If anything is time-sensitive or specific to the booking, it is a good idea to confirm it again through messaging before the renter arrives.

6. Managing Active Bookings

Managing a current booking well means staying responsive, clear, and professional throughout the storage period.

A few good practices include:

  • checking the booking details so you stay aligned on timing, billing, and any agreed expectations
  • responding to renter messages in a timely way
  • being polite, helpful, and informative in your communication
  • accommodating reasonable requests when a renter needs to visit or access their items
  • keeping the renter updated if anything changes that could affect access or the booking
  • using in-app messaging so communication stays organized in one place
  • continuing to make sure the space remains consistent with what was agreed to

A well-managed booking helps renters feel supported and can lead to a smoother experience for both sides. Clear communication, reliability, and a helpful attitude go a long way throughout an active booking.

Hosts can communicate with renters through OurSpace’s in-app messaging.

Using the platform chat helps keep booking-related communication organized in one place and makes it easier to discuss important details such as access, timing, updates, or any questions that come up during the booking.

For the clearest experience, hosts should try to keep communication timely, respectful, and focused on the booking so both sides stay aligned throughout the rental period.

If a renter would like to extend their booking, they can manage that through My Spaces in the app by selecting the booking and updating the rental end date.

As the host, it is a good idea to stay aware of any requested changes and make sure the space can continue to be available for the extended period. Billing will continue based on the agreed billing cycle.

If the extension goes into a new billing cycle, the renter will be charged for that next cycle accordingly.

If access details need to change during a booking, hosts should let the renter know as soon as possible through in-app messaging.

This may include updates to arrival instructions, entry details, timing, or anything else that could affect how the renter accesses the space. Clear communication is important so the renter knows what to expect and can plan accordingly.

If the change is significant and may affect the booking itself, both parties should make sure the updated details are understood before moving forward.

If an issue comes up during a booking, hosts should first review the situation carefully and communicate with the renter through in-app messaging when appropriate. Clear communication can often help resolve smaller concerns early and keep both sides aligned.

If the issue is more serious, booking-specific, or may require support from OurSpace, you can reach out through our Contact Us page. For more significant matters that may require formal review, please use the Resolution Centre.

When reporting an issue, it is helpful to include the booking details, a clear description of the concern, and any relevant photos or supporting information. This helps our team review the situation more efficiently and determine the appropriate next steps.

7. Payments, Payouts, & Booking Changes

Hosts receive payouts by direct deposit through Stripe’s secure payment processing system.

As part of host onboarding, you will be asked to add your payout information through Stripe so earnings can be deposited to your connected bank account. This helps make host payouts secure, streamlined, and easier to manage through the platform.

Yes. OurSpace currently applies a 9.5% service fee to hosts.

This fee helps support the platform and the tools that make hosting possible, including secure payment processing through Stripe, account and payout tools, communication features, customer support, and the ongoing development and maintenance of the platform.

The host service fee is automatically deducted from the booking payout amount, so hosts do not need to pay it separately through another transaction.

Any applicable fees are reflected in the booking and payout details so hosts can clearly understand the amount associated with each booking. Our goal is to keep pricing as transparent and easy to understand as possible.

You can view your earnings and payout details through the Profile section of the app. Under Settings, select Payments & Payouts to access your payment-related information in one place.

This section is designed to give hosts a clearer view of their account activity and payout history. Depending on your account activity, you may be able to review:

  • transaction history
  • billing and receipts
  • payout details
  • saved payout and payment information
  • general earnings
  • tax forms, if applicable

Keeping this information available in one place makes it easier to track your hosting activity, review past transactions, and manage your financial settings as needed.

If you need to update your payout details or review a specific payment-related record, the Payments & Payouts section is the best place to start.

If a payment issue comes up, OurSpace will review the situation through the platform and may notify the affected user if action is needed.

For renters, this may include a request to update their payment method if a charge cannot be processed. For hosts, payout timing may be affected if there is an issue connected to billing, payment processing, or a booking under review.

If a payment issue affects an active booking or requires further review, the matter may be handled through support or the Resolution Centre, depending on the nature of the issue.

To help avoid delays or interruptions, users should make sure their payment and payout information remains current in the app.

Refunds are generally limited due to the way booking payments are structured on OurSpace, but our team is here to help review situations where a user feels a refund may be appropriate.

If a booking is canceled before the drop-off date, a refund will generally not apply because funds are only released on the day of drop-off. If a renter ends a booking after it has started, they remain responsible for the full billing cycle during which their items are removed. Because charges apply at the beginning of each billing period, partial refunds are generally not provided for ending a booking partway through a cycle.

That said, we understand that some situations may require a closer look. If you believe a refund should be considered, please submit the issue through the Resolution Centre with the relevant booking details and any supporting information. Our team will review the situation carefully and work to determine the most appropriate next steps.

What happens next depends on when the renter cancels.

If the renter cancels before the booking becomes active, the booking will simply not move forward. If the cancellation happens within 48 hours of the scheduled drop-off time, a cancellation fee may apply.

If the renter cancels after the booking has already started, they can manage the end date through the app, but they will still be responsible for the current billing cycle. Because billing is charged at the beginning of each cycle, ending the booking partway through a cycle does not reduce that current charge.

If a renter or host believes there are exceptional circumstances that should be reviewed, they can submit the issue through the Resolution Centre, and our team will review the situation carefully.

 

Yes, but how a host can cancel depends on the stage of the booking.

Before a booking becomes active, a host can decline or cancel the request through the platform.

Once a booking is active, hosts are expected to give the renter at least two billing cycles’ notice so the renter has time to find a new storage arrangement. If a host is unable to provide two full billing cycles of notice, the renter will not be required to pay for the final billing cycle. This helps account for the time and inconvenience involved in finding a new space.

OurSpace encourages hosts to avoid canceling active bookings unless it is truly necessary and to communicate as clearly and early as possible if a change needs to be made.

If a disagreement comes up during a booking, the first step is to communicate through OurSpace’s in-app messaging whenever possible. Keeping communication on the platform helps both sides stay clear on what was discussed and can often help resolve smaller issues early.

If the issue cannot be resolved directly, or if the matter is more serious, it should be submitted through the Resolution Centre for review. This allows the OurSpace team to review the situation more carefully and understand the details provided by both sides.

When reporting a disagreement, it is helpful to include the booking information, a clear explanation of the issue, and any relevant photos, messages, or supporting documentation. Our team will review the situation and work to determine the most appropriate next steps

8. Hosting Best Practices

Hosts can help make the experience feel more secure by keeping their listing accurate, communicating clearly, and using the platform’s tools throughout the booking process.

A few good practices include:

  • clearly describing the space, access details, and any limitations
  • reviewing renter profiles, booking details, reviews, and trust signals before accepting a request
  • using in-app messaging to ask questions and confirm expectations
  • documenting the condition of the space before a booking begins
  • making sure drop-off and pick-up steps are completed properly, including the required security checks
  • keeping all booking communication and activity on the OurSpace platform where possible

Taking these steps can help create clearer expectations, reduce misunderstandings, and make hosting feel more organized and supported from start to finish.

A strong listing is clear, complete, and easy to understand at a glance. Renters are more likely to feel confident requesting a space when the listing gives them a realistic sense of what is being offered and why it may be a good fit for their needs.

A few ways to make your listing more appealing include:

  • uploading clear, well-lit photos that show the space accurately
  • filling out the listing form as fully as possible
  • highlighting important features and practical benefits of the space
  • choosing pricing that feels competitive for the type of space you are offering
  • making access details and expectations easy to understand
  • keeping your listing accurate and up to date
  • responding to questions or requests in a timely and professional way

It can also help to think about what a renter would want to know right away, such as size, access, storage type, and any standout features. The more transparent and complete your listing feels, the easier it is for renters to trust it and move forward.

They are very important. Clear photos, complete listing details, and timely communication all help renters feel more confident about booking your space.

Photos and details give renters a better understanding of what is being offered, including the size, condition, access, and overall suitability of the space. The more accurate and complete your listing is, the easier it is for someone to decide whether it meets their needs.

Response times also matter. Replying to questions or booking requests in a timely way helps create a better experience and can make your listing feel more reliable and trustworthy.

Together, strong photos, clear details, and responsive communication can make a meaningful difference in how appealing your listing feels to potential renters.

The best way to encourage positive reviews is to create a clear, smooth, and reliable experience from start to finish.

A few ways hosts can support that include:

  • making sure the listing is accurate and up to date
  • keeping the space clean, ready, and consistent with what was shown
  • communicating clearly before drop-off and during the booking when needed
  • providing simple access instructions and being prepared at move-in
  • being friendly, helpful, and professional during drop-off and pick-up moments
  • following through on the agreed booking details
  • helping the renter feel informed and supported throughout the process

Positive reviews usually come from renters feeling that the experience was straightforward, trustworthy, and matched what they expected. The more consistent, welcoming, and transparent the booking feels, the more likely it is that a renter will leave strong feedback afterward.

Browse Renters Guide Topics:

1. Getting Started

Renting on OurSpace means booking storage from a host who has extra space available through the platform.

Instead of using a traditional self-storage facility, renters can browse local listings for spaces such as garages, basements, spare rooms, closets, sheds, land space, and other suitable storage options. Through the app, renters can review listing details, request a booking, communicate with hosts, manage payments, and keep track of their storage booking in one place.

OurSpace is designed to make storage feel more flexible, convenient, and accessible by giving renters more choice in the type, size, and location of the space they book.

Adults looking for storage can use OurSpace as renters.

This may include people who need a flexible place to store personal belongings, business items, vehicles, or other eligible property in a space that fits their needs. Through the platform, renters can browse available listings, request bookings, and manage their storage arrangements in one place.

To use OurSpace as a renter, users must meet the platform’s eligibility requirements, agree to the applicable terms and policies, and complete any required account or verification steps.

OurSpace is designed to offer a wide range of storage options so renters can find a space that fits their needs more closely than traditional storage.

Depending on what is available in your area, you may be able to book spaces such as garages, basements, spare rooms, closets, sheds, and other enclosed storage areas. Some hosts may also offer outdoor or land-based space for larger items, including RVs, boats, trailers, and other motorized vehicles that need a place to be parked or stored.

Because each listing is created by an individual host, available space types may vary. We encourage renters to review the listing details carefully and reach out through the app if they have any questions before booking.

You can create an OurSpace account directly through the app. During onboarding, you will see the option to create an account and get started. If you continue into the app without signing up first, you can also create an account later by going to your profile and selecting the account creation option there.

At launch, OurSpace accounts are created using an email address and password. We are also exploring additional sign-in options, including Google and Apple, for future updates.

Creating an account allows you to access key platform features and manage your experience more easily as a renter.

At this time, identity verification for renters is optional.

While it is not required to use OurSpace as a renter at launch, completing verification can help strengthen trust on your profile and may give hosts added confidence when reviewing your booking request.

As OurSpace continues to grow, verification requirements may evolve over time as we work to support a safe and trusted experience across the platform.

Yes. With OurSpace, you can use the same account as both a renter and a host.

This means you can request storage when you need it and also list eligible spaces for rent, all from one account. Using a single account helps keep your profile, activity, and overall platform experience connected in one place.

2. Finding the Right Space

You can search for storage through the Browse section of the app.

There, you can explore available spaces and use the available filters to narrow down listings based on what you are looking for. This makes it easier to sort through options and find a space that fits your location, storage needs, and preferences.

Once you find a listing you are interested in, you can open it to review the details more closely and decide whether you would like to message the host or submit a booking request.

The right space depends on what you plan to store, how much room you need, how often you may need access, and the type of setup that feels most practical for you.

When comparing listings, it can help to consider:

  • the size and type of space being offered
  • whether the space is suitable for the items you plan to store
  • access details and how easy it will be to reach your items if needed
  • the billing options available, such as daily, weekly, or monthly
  • the location and overall convenience of the space
  • any rules, limitations, or special notes included in the listing
  • the host’s profile, reviews, badges, and other trust-related information

If you are deciding between a few options, look for the listing that feels the most clear, appropriate, and practical for your needs. If anything is unclear, you can always message the host through the app before requesting to book.

Yes. OurSpace is designed to help renters find storage options in their local area.

When browsing the app, you can explore available spaces based on location and review listing details to find an option that feels convenient for your needs. Availability will depend on which hosts and spaces are currently active in your area.

As OurSpace continues to grow, we look forward to expanding access and bringing more local storage options to more communities.

Each OurSpace listing is designed to give renters a clear overview of the space before requesting to book.

Depending on the listing, this may include information such as:

  • photos of the space
  • the type of space being offered
  • size and storage details
  • key space features
  • access information
  • location details
  • available billing options, such as daily, weekly, or monthly
  • pricing
  • any important rules, limitations, or notes from the host
  • host profile details, including reviews, badges, and other trust-related information

We encourage renters to review the listing carefully before booking so they understand what is being offered and whether the space is the right fit for their needs. If anything is unclear, they can also message the host through the app before moving forward.

3. Understanding Listings

Each OurSpace listing is designed to give renters a clear overview of the space before requesting to book.

Depending on the listing, this may include information such as:

  • photos of the space
  • the type of space being offered
  • size and storage details
  • key space features
  • access information
  • location details
  • available billing options, such as daily, weekly, or monthly
  • pricing
  • any important rules, limitations, or notes from the host
  • host profile details, including reviews, badges, and other trust-related information

We encourage renters to review the listing carefully before booking so they understand what is being offered and whether the space is the right fit for their needs. If anything is unclear, they can also message the host through the app before moving forward.

Listing features and access details are there to help you better understand what a space offers and what to expect before booking.

Listing features highlight key qualities of the space, such as the type of storage being offered, practical space benefits, and other important details that may help you decide if it is the right fit for your items.

Access details explain how the space can be reached or used. This may include information about entry, drop-off expectations, driveway or gate access, parking, timing, or anything else the host wants renters to know before arrival.

Together, these details are meant to give you a clearer picture of how the space functions in real use. We recommend reviewing them carefully before requesting to book, and messaging the host through the app if anything needs clarification.

If you need more information before booking, you can message the host through OurSpace’s in-app messaging.

This is the best way to ask questions about the space, access, timing, storage suitability, or anything else that may help you decide whether the listing is the right fit for your needs.

We encourage renters to clarify anything important before submitting a booking request so both sides have a clearer understanding from the start.

4. Booking a Space

To request a booking, browse available spaces in the app and select the listing that best fits your storage needs.

From there, you can review the listing details and submit a booking request through the space page. As part of the request, you should make sure the booking details are accurate, including the timing, billing option, and any relevant information about what you plan to store.

Once your request is submitted, the host will be able to review it and decide whether to accept, decline, ask questions, or request changes before moving forward. If the host accepts, you will then complete a final confirmation step in the app before the booking becomes official.

Yes. If you have questions before requesting a space, you can message the host through OurSpace’s in-app messaging.

This can be helpful if you want to clarify details about the space, access, timing, the types of items you plan to store, or anything else that may help you decide whether the listing is the right fit.

Clear communication before booking can help set expectations early and make the process feel smoother for both you and the host.

Before moving items into a space, renters should make sure the booking details are confirmed and that they understand the drop-off plan with the host.

It is a good idea to:

  • review the listing details and access instructions
  • confirm the agreed drop-off date and time
  • make sure your items are ready to be stored
  • communicate with the host if you have any last questions before arrival
  • be prepared to complete the drop-off steps in the app once your items are placed in the space

Before leaving the drop-off, you will also need to upload a photo of your items in the space as part of the security check and receive the 4-digit drop-off security code from the host.

Taking a few steps to prepare in advance can help the move-in process feel smoother, clearer, and more organized for both you and the host.

Your booking is confirmed once both sides have completed the full confirmation process in the app.

After you submit a request, the host must first review and accept it. Once the host accepts, you will receive an email and push notification letting you know it is ready for your final confirmation. Your booking becomes officially confirmed only after you complete that final step.

This is part of OurSpace’s three-step confirmation process, which is designed to help make sure both the host and renter are aligned on the final booking details before anything becomes active.

If any changes are requested before the booking is officially confirmed, both parties will need to review and confirm the updated details before the booking can move forward.

If a host declines your booking request, the booking will not move forward for that space and you will not be charged for it.

You can continue browsing other listings on OurSpace and submit a request for a different space that better fits your needs. If needed, you may also be able to adjust your preferences and try again with another host.

Because hosts review each request individually, a declined request does not necessarily mean there is an issue with your account. It may simply mean the space was not the right fit, the timing did not work, or the host chose not to move forward with that booking.

Yes. OurSpace is designed to support both short-term and longer-term storage, depending on the options offered by each host.

Hosts can choose to offer daily, weekly, monthly, or multiple billing options for their space. This gives renters more flexibility to find a storage arrangement that fits their timeline and needs.

We recommend reviewing the listing details carefully to see which booking options are available for a specific space.

5. Preparing for Storage

Before moving items into a space, renters should make sure the booking details are confirmed and that they understand the drop-off plan with the host.

It is a good idea to:

  • review the listing details and access instructions
  • confirm the agreed drop-off date and time
  • make sure your items are ready to be stored
  • communicate with the host if you have any last questions before arrival
  • be prepared to complete the drop-off steps in the app once your items are placed in the space

Before leaving the drop-off, you will also need to upload a photo of your items in the space as part of the security check and receive the 4-digit drop-off security code from the host.

Taking a few steps to prepare in advance can help the move-in process feel smoother, clearer, and more organized for both you and the host.

Renters should pack their belongings in a way that helps keep items protected, organized, and easy to identify during storage.

A few good practices include:

  • using sturdy boxes, bins, or containers that are appropriate for the items being stored
  • sealing and packing items securely to help prevent shifting or damage
  • labeling boxes or containers clearly so you can identify what is inside later
  • keeping fragile, valuable, or sensitive items packed with extra care where appropriate
  • organizing items in a way that makes drop-off and future retrieval easier

It is also a good idea to think ahead about anything you may need access to during the booking so those items are easier to locate if needed.

Packing carefully and labeling clearly can help make the storage experience smoother for you and help keep your items better organized throughout the booking.

Items stored through OurSpace must be safe, legal, and appropriate for the type of space being booked. Prohibited items generally include anything that could create a safety risk, legal issue, or unsuitable storage situation for the host, renter, or surrounding property.

This may include items such as:

  • illegal items
  • hazardous or flammable materials
  • explosives, weapons, or ammunition
  • toxic or dangerous chemicals
  • perishable goods or anything that may rot, leak, or attract pests
  • stolen property
  • living things, including animals
  • any other item prohibited by law or by OurSpace’s platform rules

Hosts may also set additional space-specific restrictions depending on the type of storage they offer.

If you are ever unsure whether something is appropriate to store, we recommend reviewing our Prohibited Items Policy and clarifying before booking. Items that do not follow platform rules should not be stored through OurSpace.

Before moving items into a space, renters should make sure the booking details are confirmed and that they understand the drop-off plan with the host.

It is a good idea to:

  • review the listing details and access instructions
  • confirm the agreed drop-off date and time
  • make sure your items are ready to be stored
  • communicate with the host if you have any last questions before arrival
  • be prepared to complete the drop-off steps in the app once your items are placed in the space

Before leaving the drop-off, you will also need to upload a photo of your items in the space as part of the security check and receive the 4-digit drop-off security code from the host.

Taking a few steps to prepare in advance can help the move-in process feel smoother, clearer, and more organized for both you and the host.

6. During an Active Booking

Access to your storage space should be coordinated through OurSpace’s in-app messaging.

If you need to visit, retrieve, or check on your items during an active booking, you should message the host through the app to arrange access. This helps keep communication clear, organized, and connected to the booking.

We recommend reaching out in advance whenever possible so both you and the host can coordinate timing smoothly.

If you need to visit or retrieve your items during an active booking, you should message the host through OurSpace’s in-app messaging to coordinate access.

Reaching out in advance helps both sides align on timing and any access details related to the space. Keeping this communication on the platform also helps keep the booking organized and easy to manage.

Yes. You can manage your booking length through My Spaces in the app. Under Bookings, select the booking you would like to update and adjust the rental end date as needed.

Please note that bookings are billed by billing cycle. If you shorten a booking partway through a billing period, you will still be responsible for that current cycle once it has begun.

If you extend your booking into a new billing cycle, the next cycle will be charged accordingly. Future payments end once the pick-up security check and confirmation have been completed. If items are not picked up as agreed and a new billing cycle begins, another charge may apply.

If something changes during your booking, you should communicate with the host as soon as possible through OurSpace’s in-app messaging.

This may include changes to timing, access needs, pick-up plans, or anything else that could affect the booking. Keeping the host informed helps both sides stay aligned and can make it easier to adjust plans smoothly when needed.

If the change affects the booking more significantly, such as a change to the rental end date or another issue that may require support, you can manage the booking through the app where available or reach out to the OurSpace team through our Contact Us page. For more serious matters or disputes, please use the Resolution Centre.

If the issue is more serious, booking-specific, or may require support from OurSpace, you can reach out through our Contact Us page. For more significant matters that may require formal review, please use the Resolution Centre.

When reporting an issue, it is helpful to include your booking details, a clear description of the concern, and any relevant photos or supporting information. This helps our team review the situation more efficiently and determine the appropriate next steps.

7. Payments and Booking Changes

Payments on OurSpace are processed securely through Stripe.

When a booking is confirmed, you are charged based on the agreed billing cycle and booking terms. The first payment is taken on the confirmed start date. Charges include the storage price, applicable taxes, and any service fees shown in your booking details.

Renters add and manage their payment method through the Profile section of the app under Settings. Booking charges are then processed using the payment method saved to the account.

After that, billing continues at the start of each new billing cycle for as long as the booking remains active. If a booking ends partway through a billing cycle, that current cycle will still apply once it has started. Future payments end once the pick-up security check and confirmation have been completed.

You are charged based on the billing cycle agreed to at the time of booking. Your first payment will be taken on the confirmed start date.

After that, billing will continue at the start of each new billing cycle for as long as the booking remains active. Charges include the agreed storage price, applicable taxes, and any service fees shown during checkout or in your booking details.

If your booking ends partway through a billing cycle, you will still be billed for that current cycle, but you will not be charged again after that unless the pick-up security check and confirmation have not been completed. If your items are not picked up as agreed and a new billing cycle begins, another charge may apply. Completing the pick-up security check is what ends future payments.

If the issue is more serious, booking-specific, or may require support from OurSpace, you can reach out through our Contact Us page. For more significant matters that may require formal review, please use the Resolution Centre.

When reporting an issue, it is helpful to include your booking details, a clear description of the concern, and any relevant photos or supporting information. This helps our team review the situation more efficiently and determine the appropriate next steps.

OurSpace processes payments securely through Stripe. At this time, renters enter and manage their card payment information through the Settings section of the app rather than during the booking process.

Charges for bookings are then processed using the payment method saved to the renter’s account. Any available payment options will be reflected in the payment settings shown in the app.

Refunds are generally limited due to the way booking payments are structured on OurSpace, but our team is here to help review situations where a user feels a refund may be appropriate.

If a booking is canceled before the drop-off date, a refund will generally not apply because funds are only released on the day of drop-off. If a renter ends a booking after it has started, they remain responsible for the full billing cycle during which their items are removed. Because charges apply at the beginning of each billing period, partial refunds are generally not provided for ending a booking partway through a cycle.

That said, we understand that some situations may require a closer look. If you believe a refund should be considered, please submit the issue through the Resolution Centre with the relevant booking details and any supporting information. Our team will review the situation carefully and work to determine the most appropriate next steps.

If a payment cannot be processed, OurSpace will notify you and ask you to update your payment method as soon as possible.

To help avoid disruption to an active booking, renters should make sure their payment information stays current in the app. If the issue is not resolved, the booking may be reviewed further and additional account or booking restrictions may apply in accordance with OurSpace’s platform terms.

If you need help resolving a payment issue, you can also reach out through our Contact Us page.

ancellations on OurSpace depend on when the booking is canceled.

If you cancel before your items have been moved into the space, the booking will not move forward. If the cancellation happens within 48 hours of the scheduled drop-off time, a cancellation fee may apply.

If you cancel after the booking has already started, you can manage the end date through My Spaces in the app under Bookings. However, because bookings are billed by cycle, you will still be responsible for the current billing period once it has begun. Ending a booking partway through a billing cycle does not reduce that current charge.

If you believe your situation may require additional review, you can submit the issue through the Resolution Centre, and our team will take a closer look.

8. Problems, Support, and Best Practices

If an issue comes up with your booking, the first step is to review the situation carefully and communicate with the host through in-app messaging when appropriate. Clear communication can often help resolve smaller concerns early and keep both sides aligned.

If the issue is more serious, booking-specific, or may require support from OurSpace, you can reach out through our Contact Us page. For more significant matters that may require formal review, please use the Resolution Centre.

When reporting an issue, it is helpful to include your booking details, a clear description of the concern, and any relevant photos or supporting information. This helps our team review the situation more efficiently and determine the appropriate next steps.

If the space you arrive at does not reasonably match the listing details, photos, features, or conditions shown in the app, you should document the issue right away and contact the host through in-app messaging if appropriate.

If the concern cannot be resolved directly, or if the difference is significant, please report it to the OurSpace team through our Contact Us page or submit it through the Resolution Centre if formal review is needed.

When reporting the issue, it is helpful to include your booking details, a clear description of what does not match the listing, and any relevant photos or supporting information. This helps our team review the situation more efficiently and determine the most appropriate next steps.

If you need to report a problem related to a booking, you can contact the OurSpace team through our Contact Us page for general support and booking-related concerns.

If the issue is more serious or requires formal review, please submit it through the Resolution Centre. This is the best path for disputes or situations where additional documentation and follow-up may be needed.

To help us review the issue as efficiently as possible, please include your booking details, a clear description of the concern, and any relevant photos or supporting information.

Being a respectful and reliable renter starts with clear communication, follow-through, and treating the host’s space with care.

A few good practices include:

  • reviewing the listing carefully before booking
  • being honest about the items you plan to store and your storage needs
  • communicating clearly and respectfully with the host
  • arriving on time for drop-off and pick-up, or giving notice if something changes
  • following the agreed booking details and any space-specific expectations
  • completing required steps such as the drop-off and pick-up security checks
  • treating the space responsibly and leaving it in appropriate condition
  • being polite, cooperative, and considerate throughout the booking

A strong renter experience helps build trust, supports smoother bookings, and can lead to better reviews and easier future bookings on the platform.

After a booking interaction is completed in the app, renters may have the opportunity to leave a review based on their experience.

Reviews are intended to reflect how the booking went from the renter’s perspective, including things like whether the space matched the listing, whether communication was clear, and whether the drop-off and overall experience felt smooth and reliable.

Renters can also view host reviews, badges, and other profile details when using the platform, which helps support a more transparent and informed booking experience for everyone.

When leaving a review, it is best to keep feedback honest, respectful, and based on the actual booking experience. Clear reviews help future users better understand what to expect and help build trust across the OurSpace community.

Browse FAQ's Topics:

General

OurSpace is a peer-to-peer storage platform that helps people find flexible, local storage through trusted community members with extra space to share. By connecting renters with hosts offering spaces like garages, basements, spare rooms, closets, and sheds, OurSpace creates a more personal and convenient alternative to traditional self-storage.

The platform is built to make storage simpler, more transparent, and more adaptable to real life. Renters can discover spaces that suit their needs, connect with hosts, and manage bookings in one place, while hosts can turn unused space into meaningful extra income.

At its core, OurSpace is about making storage more accessible, more flexible, and more connected to the communities people already live in.

OurSpace connects renters looking for storage with hosts who have extra space available to share. Through the platform, hosts can list eligible spaces such as garages, basements, spare rooms, closets, or sheds, and renters can browse listings to find an option that fits their needs.

Renters can review listing details, request a booking, and communicate with hosts through the platform before confirming a storage arrangement. Hosts can review requests, manage their availability, and decide which bookings to accept.

Once a booking is confirmed, both parties can use OurSpace to stay organized throughout the process, including communication, booking details, and payments. The platform is designed to make storage feel more flexible, transparent, and convenient than traditional options, while giving both hosts and renters a clearer way to connect.

OurSpace makes it easy to find or offer storage through a simple booking process:

Browse
Renters can browse available storage spaces in their area and review listing details such as size, features, availability, and host information.

Request
Once a renter finds a space that fits their needs, they can submit a booking request and message the host through the platform if needed.

Confirm
Hosts review incoming requests and choose whether to accept the booking. If accepted, the booking is confirmed through OurSpace.

Store
After confirmation, the host and renter can follow the agreed booking details and prepare for the storage period.

Manage
Throughout the booking, both parties can use OurSpace to manage communication, booking details, and payments in one place.

OurSpace is designed to make storage feel more flexible, transparent, and convenient from start to finish.

OurSpace is designed for adults who are looking for storage or have extra space available to host. The platform supports both sides of the marketplace and is built to create a clear, respectful, and trusted experience for everyone using it.

For Renters
Renters can use OurSpace to find flexible storage that fits their needs. This may include people looking for short-term or longer-term storage in a space that feels more local, convenient, and adaptable than traditional options.

For Hosts
Hosts can use OurSpace to list eligible unused space and earn income by sharing it with renters. This may include spaces such as garages, basements, spare rooms, closets, sheds, or other suitable storage areas that meet platform requirements.

To use OurSpace, users must meet the platform’s eligibility requirements, agree to applicable terms and policies, and provide any required account or verification information.

OurSpace is preparing to launch in Alberta first, with plans to expand to more locations across Canada as the platform grows.

Starting in Alberta allows us to launch thoughtfully, support our early users closely, and continue improving the experience as we grow. As new regions become available, we look forward to bringing OurSpace to more communities across Canada.

If OurSpace is not available in your area yet, you may still be able to join the waitlist or follow along for updates on future launch locations.

OurSpace offers a more flexible and modern alternative to traditional self-storage by connecting renters with trusted hosts who have unused space available in their communities. Instead of being limited to standard unit sizes and rigid options, renters can find storage spaces that better match what they need, whether that means a smaller space, a larger space, or a short-term or longer-term solution.

The platform is built around convenience, choice, and transparency. Renters can browse local options, connect directly with hosts, and manage the storage process in one place. This creates a more personal and adaptable experience than traditional storage, especially for people looking for practical solutions closer to home.

With OurSpace, storage is designed to feel easier, more flexible, and better suited to real life.

Account & Platform

You can create an OurSpace account through the app during onboarding. If you choose not to sign up right away, you can also create an account later by visiting your profile and selecting the option to get started.

At launch, accounts are created using an email address and password. We are also exploring additional sign-in options, including Google and Apple, as the platform continues to grow.

Creating an account gives you access to the full OurSpace experience and makes it easier to manage your activity on the platform.

Yes. With OurSpace, you can use the same account as both a host and a renter.

This means you can list eligible spaces for rent and also request to book storage when you need it, all from one account. Using a single account helps keep your profile, activity, and platform experience connected in one place.

As OurSpace grows, users will be able to move between hosting and renting more seamlessly depending on how they want to use the platform.

You can update your account information through the Profile page in the app. From there, select Update Profile to make changes to your personal account details.

You can also access Settings from the Profile page to manage additional account-related preferences and features, including areas such as payment details, ID verification, notification settings, and other platform settings.

This helps keep your account information current and gives you more control over how you use OurSpace.

You can delete your account through the Settings page in your Profile section of the app. There, you will find the option to Delete Account.

Before deleting your account, we recommend making sure any active bookings, pending requests, or important account details have been reviewed, as deleting your account may affect access to certain information or platform activity.

Bookings & Platform Use

Once a booking is confirmed, the host and renter should already have agreed on the booking details, including the start date, drop-off timing, pricing, billing period, and a suitable time for move-in.

When the agreed time arrives, the renter can bring their items to the storage location provided in the app and place them in the space.

Before leaving, the renter should complete the drop-off steps in the app by:

  • taking and uploading a photo of the items in the space as part of the security check
  • providing the host with the 4-digit drop-off security code

Once the drop-off is complete, the renter and host can review each other on the drop-off experience in the app. Billing for the host will begin on the confirmed start date and continue according to the billing period selected during booking.

After that, no further action is needed unless the renter would like to access or retrieve something from the space during the booking. In that case, they can message the host through the app to coordinate.

When the renter is ready to end the rental, they can go to My Spaces in the app, open Bookings, and manage their end date there.

Yes. You can manage your booking length through My Spaces in the app. Under Bookings, select the booking you would like to update and adjust the rental end date as needed.

Please note that bookings are billed by billing cycle. Because charges are applied at the beginning of each billing period, shortening a booking partway through a cycle will not reduce the amount of that final billing period. Even if items are removed before the cycle ends, the full billing period will still apply once that charge has started.

You can cancel a booking through My Spaces in the app. Under Bookings, select the booking you would like to cancel and follow the cancellation steps shown there.

If a booking is canceled before items have been moved in and within 48 hours of the scheduled drop-off time, a cancellation fee may apply. We recommend reviewing the booking details carefully before canceling so you understand any charges that may be associated with the change.

If a host accepts your booking request, you will receive both an email and a push notification through OurSpace.

Once the host accepts, the booking is not considered fully confirmed just yet. You will still need to complete a final confirmation step in the app to officially book the space. This is part of OurSpace’s three-step confirmation process, which is designed to help make sure both the host and renter are aligned on the booking details before anything is finalized.

Before a booking is officially confirmed, either party may also request changes to the details. If that happens, both the host and renter will need to review and confirm the updated terms before the booking can move forward.

Payments

Payments on OurSpace are processed securely through Stripe.

When a booking is confirmed, the renter is charged based on the agreed billing cycle and booking terms. The first payment will be taken on the agreed start date. This includes the storage price, applicable taxes, and any service fees shown at checkout.

Billing will then continue according to the schedule agreed to during booking, helping both hosts and renters stay aligned on pricing and payment timing throughout the rental period.

You are charged based on the billing cycle agreed to at the time of booking. Your first payment will be taken on the confirmed start date.

After that, billing will continue at the start of each new billing cycle for as long as the booking remains active. Charges include the agreed storage price, applicable taxes, and any service fees shown during checkout.

If your booking ends partway through a billing cycle, you will still be billed for that current cycle, but you will not be charged again after that unless the pick-up security check and confirmation have not been completed. If the renter does not pick up their items as agreed and a new billing cycle begins, another charge may apply. Completing the pick-up security check is what ends future payments.

OurSpace processes payments securely through Stripe. At this time, renters add their card payment information through the Settings section of the app.

Once a payment method has been added, booking charges are processed using the payment information saved to the renter’s account. The payment methods currently supported will be reflected in the payment setup options shown in the app.

If a payment cannot be processed, OurSpace will notify the renter and ask them to update their payment method as soon as possible.

To help avoid disruption to an active booking, renters should make sure their payment information stays current in the app. If payment is not resolved, the booking or account may be subject to further review or restrictions in accordance with OurSpace’s platform terms and support process.

Refund requests are handled through the Resolution Centre.

If you believe a refund should be reviewed, please submit the issue through the Resolution Centre. with as much relevant detail as possible, including your booking information and a clear explanation of the concern. This helps the OurSpace team review the situation and determine whether any next steps are appropriate.

Because refund situations can vary depending on the booking and the issue involved, requests are reviewed on a case-by-case basis.

Yes. OurSpace currently applies a 9.5% service fee to both renters and hosts.

Service fees help support the platform and the tools that make the OurSpace experience possible, including secure payments, communication features, account management, customer support, and the ongoing development and maintenance of the platform.

These fees are reflected in the booking and payment details so users can clearly review the total amount associated with a booking. Our goal is to keep pricing as transparent, reliable, and easy to understand as possible.

Support

If you need assistance, you can contact the OurSpace team through our Contact Us page by submitting the support form. This is the best way to reach us for general questions, booking-related concerns, or help using the platform.

Once your message is submitted, our team will review your request and respond as soon as possible. To help us support you more efficiently, please include any relevant details, especially if your question relates to a specific booking or issue.

If you need to report a problem with a booking, you can contact the OurSpace team through our Contact Us page by submitting the support form. This is a good option for general booking concerns, questions, or issues that may need assistance from our team.

For more serious matters, including disputes or issues that require a more formal review, please use the Resolution Centre. This helps ensure the issue is directed through the appropriate process and includes the information needed for our team to assess the situation.

When reporting a booking issue, it is helpful to include as much relevant detail as possible, such as your booking information, a description of the problem, and any supporting photos or documentation if applicable.

OurSpace aims to respond to support requests within 1–2 business days, although response times may vary depending on the nature of the issue, the volume of incoming requests, and whether additional review is needed.

For booking-related concerns, disputes, or matters that require more detailed assessment, responses may take longer while our team carefully reviews the information provided.

To help us support you as efficiently as possible, please include all relevant details when submitting your request.

You can find OurSpace’s legal terms and privacy policies on our website. Separate documents may apply depending on whether you are using the OurSpace website or the OurSpace app.

Our website policies apply to website use, and our app policies apply to app use and related platform services. We encourage users to review the applicable Website Terms, Website Privacy Policy, App Terms, and App Privacy Policy for the most accurate and up-to-date information.

Browse Safety & Trust Topics:

1. Account Verification and Profiles

Identity verification works a little differently for hosts and renters on OurSpace.

Hosts complete identity verification as part of the host onboarding process. This helps support trust and accountability for users offering storage space on the platform.

For renters, identity verification is optional. A verified renter profile can help build trust, make a profile stand out more clearly, and support a more informed booking experience for hosts.

Renters who choose to verify their identity can do so through the app for a one-time fee of $5. This fee helps cover the cost of the verification process and does not guarantee that a booking request will be accepted.

Hosts are required to verify their identity as part of the host onboarding process on OurSpace.

For renters, identity verification is optional. However, a verified renter profile can help build trust, make a profile stand out more clearly, and support a more informed booking experience for hosts.

Renters who choose to verify their identity can do so through the app for a one-time fee of $5.

The profile information visible to other users depends on whether or not a booking has been confirmed.

Before a booking is placed, users may see:

  • first name and last initial
  • whether the user is a host, renter, or both
  • the host’s general area, shown as the nearest city, town, or area name, or as a general point on a map rather than an exact address
  • information included in a host’s storage listing
  • reviews
  • badges earned
  • when the user joined the app
  • whether the user is verified
  • approximate response times
  • any current space listings a host has available

After a booking is confirmed, users may also see:

  • the exact address for drop-off and pick-up purposes
  • the user’s full name for security purposes

OurSpace is designed to share the information needed to support trust, communication, and a smoother booking experience, while limiting unnecessary personal details before a booking is confirmed.

Profile badges and trust signals are designed to help hosts and renters feel more informed when viewing another user’s profile on OurSpace.

Badges are automatically awarded once a user completes the requirements for that specific badge. Once earned, they appear on the user’s profile for others to see.

Other trust signals on the platform may include:

  • whether a user is identity verified
  • reviews from past bookings
  • approximate response times
  • when the user joined the app
  • whether the user is a host, renter, or both
  • active storage listings on a host’s profile
  • other profile or listing details shared through the platform

Together, these badges and trust signals help provide more context about a user’s activity, reliability, and presence on OurSpace, supporting a more informed booking experience.

OurSpace uses Stripe Identity to support identity verification on the platform. If verification cannot be completed, the user may be asked to try again or provide updated information through the verification process. Stripe Identity marks a verification session as requires_input when one or more checks do not pass, which means additional user action is needed before verification can continue. Stripe also notes that some sessions may remain incomplete if the user declines consent or submits a document that is not an accepted type.

For hosts, identity verification must be completed as part of the host onboarding process before they can move forward as a host on the platform.

For renters, identity verification is optional. If a renter chooses to verify and the process cannot be completed, their profile will simply not receive verified status unless and until the verification is successfully completed.

If a user continues to have trouble completing verification, they may need to review the information they submitted and try again using valid, supported identification. Stripe also provides guidance on accepted verification documents and common verification outcomes.

2. Reviews and Reputation

After the drop-off of items and again after the pick-up of items, both the host and renter may be prompted through the app to review one another based on their booking experience.

Reviews are intended to help build trust on the platform by giving users an opportunity to share feedback about communication, reliability, and the overall booking experience.

We encourage all reviews to be honest, respectful, and based on the actual experience related to the booking.

In general, reviews should reflect the user’s honest experience and are not intended to be edited or removed simply because one party disagrees with them.

However, OurSpace may review a reported review if it appears to violate platform rules or review policy. This may include reviews that are abusive, misleading, threatening, inappropriate, unrelated to the booking, or otherwise in breach of OurSpace’s standards.

If a user believes a review should be reviewed, they can report the issue through the Resolution Centre. Our team may assess the content and take any appropriate action within our policies.

Ratings help build trust by giving hosts and renters a clearer picture of each other’s past booking experience on OurSpace.

They can help users better understand things like:

  • reliability
  • communication
  • responsiveness
  • overall booking experience

Over time, ratings can make it easier for hosts and renters to feel more informed when deciding who they are booking with.

Because ratings reflect real experiences on the platform, they help support greater transparency, accountability, and confidence within the OurSpace community.

If you believe a review is unfair or inaccurate, you can report it through the Resolution Centre for our team to review.

When submitting a report, it is helpful to clearly explain what part of the review you believe is inaccurate or inappropriate and why. Our team may review the content to assess whether it may violate OurSpace’s review standards or other platform policies.

Please note that reviews are not removed simply because one party disagrees with them. However, if a review is found to be abusive, misleading, threatening, inappropriate, unrelated to the booking, or otherwise in breach of OurSpace’s standards, appropriate action may be taken.

3. Safe Communication and Booking Practices

Keeping communication on the OurSpace platform helps create a clearer, safer, and more reliable booking experience for both hosts and renters.

Using in-app communication helps:

  • keep booking-related details in one place
  • reduce confusion about expectations, timing, and access
  • create a record of what was discussed
  • support issue review if a concern is later reported through the Resolution Centre
  • help OurSpace review relevant communication if a platform policy, conduct, or booking issue is involved

For these reasons, important booking-related communication should stay on the platform whenever possible.

Yes. Hosts and renters can message each other through the OurSpace platform before accepting or requesting a booking.

In fact, we recommend doing so whenever it helps clarify important details before moving forward. Messaging before a booking can help both parties:

  • confirm expectations
  • ask questions about the space or items being stored
  • clarify access, timing, or availability
  • make sure the arrangement feels like a good fit
  • reduce misunderstandings later on

Keeping these conversations on the platform also helps create a clear record of what was discussed, which can be helpful if an issue is later reported through the Resolution Centre.

Before a booking starts, both hosts and renters should make sure the key details of the arrangement are clear and accurate.

This may include confirming:

  • the booking dates and timing
  • the location and access details
  • the type of space being used
  • the items being stored
  • any important space limitations or conditions
  • any pickup or drop-off expectations
  • any rules or instructions that apply to the booking
  • that all information provided for the booking is accurate and up to date

Reviewing these details in advance can help both parties set clear expectations, avoid misunderstandings, and feel more confident before the booking begins.

Whenever possible, important booking-related communication should take place through the OurSpace platform so there is a clear record of what was discussed.

Hosts and renters can help set clear expectations by communicating openly before the booking begins and making sure all important details are understood by both sides.

This may include discussing:

  • the type of space being offered
  • the items being stored
  • access timing and availability
  • pickup and drop-off expectations
  • any space limitations, conditions, or rules
  • any special instructions or concerns
  • any changes to the booking details

It is also important that both parties make sure the information connected to the booking is accurate and up to date.

Whenever possible, booking-related communication should stay on the OurSpace platform so there is a clear record of what was discussed. Taking the time to confirm expectations early can help reduce misunderstandings and support a smoother booking experience.

Some booking situations may deserve extra caution, especially if the other party is creating pressure, avoiding normal platform steps, or asking for unusual information.

Common warning signs may include:

  • pressure to act quickly or make a decision right away
  • requests to move payment or communication off the platform
  • unusual or inconsistent booking details
  • reluctance to answer reasonable questions
  • requests for sensitive personal or financial information that do not seem necessary
  • messages that ask you to keep something secret
  • offers or arrangements that seem unusually complicated or too good to be true

Government of Canada cyber-safety guidance highlights urgent or threatening language, requests for sensitive information, unexpected contact, information mismatches, and unusual requests as common warning signs in scams and phishing attempts.

If something feels off, slow down and review the details carefully before moving forward. We recommend keeping communication on the OurSpace platform, asking clear questions, and making sure the booking information is accurate and complete.

If you believe a booking may be risky, suspicious, or in violation of platform rules, you can report it through the Resolution Centre. If there is an immediate safety risk, active threat, or suspected crime in progress, contact local emergency services first.

If another user is behaving inappropriately, we recommend ending the interaction if needed and avoiding further communication if the situation feels uncomfortable or unsafe.

If it is safe to do so, keep a record of any relevant messages or booking details and report the issue to OurSpace through the Resolution Centre. Our team may review the information provided, preserve relevant records, and take any appropriate action under our policies.

Examples of inappropriate behavior may include:

  • harassment or abusive language
  • repeated unwanted contact
  • pressure to move communication or payment off the platform
  • threatening, discriminatory, or suspicious behavior
  • conduct that makes you feel unsafe or uncomfortable

If the situation involves an immediate safety risk, active threat, or suspected crime in progress, contact local emergency services first. Once it is safe to do so, you can also submit a report through the Resolution Centre.

4. Prohibited Items and Use of Space

To help protect hosts, renters, neighboring property, and the platform, certain items are not allowed to be stored through OurSpace. This includes anything illegal, unsafe, hazardous, perishable, stolen, highly regulated, or otherwise prohibited under our [Prohibited Items Policy].

Examples of items that are not allowed include:

  • illegal or stolen goods
  • weapons, firearms, ammunition, fireworks, explosives, or propellants
  • fuels, propane tanks, hazardous chemicals, toxic substances, and other dangerous goods
  • illicit drugs, controlled substances, or drug-related materials
  • infectious, biohazardous, or radioactive materials
  • perishable food, waste, or items likely to rot, leak, mold, or attract pests
  • living animals or other living organisms
  • cash, highly valuable items, or items requiring specialized licensed or temperature-controlled storage

Even if an item may be legal to possess in some circumstances, it may still be prohibited on OurSpace for safety, compliance, or platform-risk reasons.

If you are unsure whether an item is allowed, please review the [Prohibited Items Policy] before storing it through OurSpace. Storing prohibited items may result in booking cancellation, account action, or other steps taken by OurSpace.

Yes. Hazardous, illegal, and perishable items are not allowed to be stored through OurSpace.

This includes items such as dangerous goods, toxic or flammable substances, illegal or stolen goods, controlled substances, explosives, waste, and food or other items that may spoil, leak, rot, mold, or attract pests.

These restrictions are in place to help protect hosts, renters, neighboring property, and the platform.

For more information, please review our [Prohibited Items Policy]. If you are unsure whether an item is allowed, it should not be stored through OurSpace unless it has been confirmed as permitted under our policies.

Yes. Hosts may create reasonable additional rules for their space, provided those rules are clearly communicated, do not conflict with OurSpace’s policies, and comply with applicable laws.

For example, hosts may set rules related to:

  • access times
  • how items should be packed or labeled
  • cleanliness expectations
  • space use limitations
  • pickup and drop-off procedures

However, hosts may not create rules that override OurSpace’s platform terms, allow prohibited items, conflict with applicable law, or mislead renters about the space or booking.

Hosts should make sure any important rules are included clearly in their listing and communicated through the app before a booking is confirmed.

If a host believes a renter is attempting to store a prohibited item, the host should not accept the item or not allow it to remain in the space.

The host should:

  • stop the booking process if it is safe to do so
  • avoid handling the item if it may be dangerous, illegal, or hazardous
  • communicate through the app if appropriate
  • report the issue to OurSpace through the Resolution Centre

Our team may review the report, preserve relevant records, and take any appropriate action under our policies.

If the item appears to create an immediate safety risk, involves dangerous materials, or may be connected to illegal activity, local emergency services or the appropriate authorities should be contacted first. Once it is safe to do so, the host should also submit a report through the Resolution Centre.

For more information about what is not allowed, please review the [Prohibited Items Policy].

If a renter is unsure whether an item is allowed, they should not store it through OurSpace until they have reviewed the [Prohibited Items Policy] and confirmed that the item is permitted under platform rules.

If there is still uncertainty after reviewing the policy, the item should not be included in the booking.

Renters are responsible for ensuring that the items they store are lawful, safe, accurately disclosed where required, and permitted under OurSpace policies. Storing prohibited items may result in booking cancellation, account action, or other steps taken by OurSpace.

If platform rules are violated, OurSpace may review the situation and take appropriate action based on the nature of the issue.

Depending on the circumstances, this may include:

  • reviewing the booking or account activity
  • preserving relevant records
  • requesting additional information
  • removing or restricting a listing
  • cancelling or restricting a booking
  • issuing a warning
  • restricting or suspending an account
  • taking other action permitted under OurSpace’s policies

The action taken may depend on factors such as the seriousness of the issue, whether safety is involved, and whether the behavior appears to be repeated or intentional.

For more information about what is and is not allowed, please review the [Prohibited Items Policy], [Terms & Conditions], and any other applicable platform policies. If you need to report a concern, you can do so through the Resolution Centre.

5. Property Condition, Damage, and Responsibility

Hosts and renters are each responsible for the condition of what they provide through a booking.

Hosts are responsible for maintaining the storage space in the condition described in the listing and for providing accurate information about the space, its features, and any important limitations or conditions.

Renters are responsible for ensuring that the items they store are suitable for the space, properly packed where appropriate, and accurately disclosed in line with platform rules and booking details.

OurSpace helps facilitate bookings, communication, and issue reporting, but the condition of the space and the condition of stored items remain the responsibility of the users involved.

Before a booking begins, hosts should make sure the space is ready, accurately represented, and suitable for the storage arrangement they are accepting.

This includes:

  • confirming the listing details are accurate and up to date
  • making sure the space is accessible as described
  • checking that the space is in acceptable condition for storage
  • reviewing the renter’s booking details carefully
  • communicating any important instructions, restrictions, or access details through the app
  • making sure they are comfortable with the booking before accepting it

Hosts should also ensure they are complying with any applicable laws, property rules, lease terms, condo or strata rules, and any other obligations related to offering the space.

Taking these steps before the booking begins helps set clear expectations and supports a smoother experience for both parties.

Before placing items in storage, renters should carefully review the listing, confirm the space meets their needs, and make sure the items they plan to store are suitable for the space.

This includes:

  • reviewing the listing details, photos, and any stated limitations or conditions
  • confirming the space is appropriate for the type, size, and condition of the items being stored
  • making sure all booking details and item information provided are accurate and up to date
  • properly packing and preparing items for storage where appropriate
  • confirming that no prohibited, dangerous, illegal, or undisclosed items are included
  • communicating any important updates or changes to the host through the app before storage begins

Taking these steps helps set clear expectations and supports a smoother, more reliable booking experience.

If an item is reported as damaged during a booking, the users involved should first review the situation carefully and, where appropriate, try to communicate through the app to better understand what happened.

If the issue is not resolved, it can be reported to OurSpace through the Resolution Centre. Our team may review the report, preserve relevant records, and assess whether any platform policy, listing issue, or user conduct concern may be involved.

If additional information is needed, OurSpace may follow up by email.

Unless expressly stated otherwise, OurSpace is not an insurer and does not guarantee reimbursement for damaged property. Hosts and renters remain responsible for their own property, storage decisions, conduct, and any insurance they may wish to arrange.

If a host believes their space has been damaged in connection with a booking, they should first document the issue and, where appropriate, communicate with the renter through the app to try to understand what happened.

If the issue is not resolved, the host can submit a report through the Resolution Centre. Our team may review the information provided, preserve relevant records, and assess whether any platform policy, prohibited item issue, or user conduct concern may be involved.

If additional information is needed, OurSpace may follow up by email.

Unless expressly stated otherwise, OurSpace is not an insurer and does not guarantee reimbursement for damage to a host’s space or property. Hosts and renters remain responsible for their own conduct, property, storage decisions, and any insurance they may wish to arrange.

If there is an issue related to a booking, it is helpful to gather clear and accurate information as soon as possible.

This may include:

  • photos of the space, items, or any visible damage
  • screenshots of relevant in-app messages
  • your booking number
  • the date the issue occurred
  • a clear description of what happened
  • any timeline details that may help explain the situation
  • receipts, estimates, or other relevant records, if available

If you need to report the issue to OurSpace, you can do so through the Resolution Centre. If additional details or supporting documentation are needed, our team may follow up by email.

6. Insurance, Liability, and Platform Role

At this time, property stored through OurSpace is not insured by the platform unless expressly stated otherwise.

OurSpace is a platform that helps connect hosts and renters, facilitate bookings, and support communication and payments. Users remain responsible for their own property, storage decisions, and any insurance they may wish to arrange.

If an issue involving missing or damaged property is reported, OurSpace may review the matter through the Resolution Centre, preserve relevant records, and assess whether any platform policy or listing issue is involved. However, OurSpace does not guarantee reimbursement for lost, stolen, or damaged property unless expressly stated otherwise.

OurSpace provides platform features designed to support a more informed and reliable booking experience, such as booking records, in-app communication, secure payment processing, and issue reporting through the Resolution Centre.

However, unless expressly stated otherwise, OurSpace does not provide insurance coverage and does not guarantee protection against all loss, damage, liability, or user conduct.

Hosts and renters are each responsible for their own property, decisions, conduct, legal compliance, and any insurance they may wish to arrange.

If an issue arises, OurSpace may review the matter, preserve relevant records, and take any appropriate action within our role and responsibilities under platform policy.

Hosts and renters are each responsible for understanding and accepting the risks involved in their own booking decisions.

Before confirming a booking, users should carefully review the listing details, space information, booking terms, communication through the app, and any other relevant information to decide whether the arrangement is right for them.

OurSpace helps facilitate bookings, communication, and payments, but does not remove the need for users to make their own informed decisions. Hosts and renters remain responsible for their own property, conduct, legal compliance, and any risks associated with using or offering a storage space.

Users should review and understand their own insurance coverage before using OurSpace. Depending on the policy, personal property or liability coverage may already exist, but coverage can vary and some losses or situations may not be included. Government of Canada guidance notes that home insurance may cover belongings for theft, loss, or damage, but policies may also exclude certain events or require additional coverage. Insurance Bureau of Canada also notes that home, condo, and tenant policies can include personal property and personal liability coverage.

Because coverage depends on the individual policy, users should not assume that all items, risks, or storage-related situations are automatically covered. Hosts and renters are responsible for reviewing their own policies and deciding whether additional coverage is needed for their booking. If users have questions about their policy, they should contact their insurance provider directly.

If damage, loss, or theft is reported in connection with a booking, OurSpace may review the report, preserve relevant records, and assess whether any platform policy, listing issue, or user conduct concern may be involved.

Users can report these issues through the Resolution Centre, and our team may review details such as booking information, communication through the platform, and the nature of the concern. If additional information is needed, OurSpace may follow up by email.

However, unless expressly stated otherwise, OurSpace is not an insurer and does not guarantee reimbursement for lost, stolen, or damaged property. Hosts and renters remain responsible for their own property, storage decisions, conduct, and any insurance they may wish to arrange.

Users can review the full legal terms that apply by visiting OurSpace’s [Terms & Conditions], [Privacy Policy], [Host Agreement], [Renter Agreement], and [Prohibited Items Policy], along with any other applicable platform policies or agreements made available through the app or website.

These documents outline important information related to platform use, bookings, responsibilities, cancellations, privacy, prohibited items, and other legal terms that may apply when using OurSpace.

We encourage all hosts and renters to review these materials carefully before using the platform or confirming a booking.

7. Reporting Issues and Disputes

If you need to report a safety concern related to a booking, you can do so through the Resolution Centre.

When submitting a report, be prepared to provide details such as your contact information, your role in the booking, the date of the incident, your booking number if applicable, the category of issue, and a clear description of what happened. If additional information is needed, OurSpace may follow up by email.

Our team will review the information provided and take any appropriate action within our role and responsibilities.

If the situation involves an immediate danger, active threat, medical emergency, or suspected crime in progress, contact local emergency services first. Once it is safe to do so, you can then submit a report through the Resolution Centre.

If you need to report damage, misconduct, or suspicious activity related to a booking, you can do so through the Resolution Centre.

When submitting a report, be prepared to provide details such as your contact information, your role in the booking, the date of the incident, your booking number if applicable, the category of issue, and a clear description of what happened. If additional information is needed, OurSpace may follow up by email.

Our team will review the information provided and assess whether any further action is needed within our role and responsibilities.

If the situation involves an immediate safety risk, active threat, or suspected crime in progress, contact local emergency services first. Once it is safe to do so, you can then submit a report through the Resolution Centre.

If you need to report a serious issue related to a booking, payment, conduct, timing, safety, or another booking-related concern, you can submit a report through the Resolution Centre.

When submitting a report, be prepared to provide your contact information, your role in the booking, the date of the incident, your booking number if applicable, the category of issue, and a clear description of what happened. You may also be asked whether you have already tried resolving the issue directly through the app.

Once submitted, our team will review the information provided and follow up by email if any additional details are needed.

If the issue is an emergency or immediate safety concern, contact local emergency services first. Once it is safe to do so, you can then submit a report through the Resolution Centre.

When submitting a report through the Resolution Centre, please follow the prompts in the form and provide as much accurate detail as possible.

This may include:

  • your first and last name
  • your email address
  • whether you are a host or renter
  • the date of the incident
  • your booking number, if applicable
  • the category that best matches the issue
  • a clear description of what happened
  • whether you have already tried resolving the issue directly through the app
  • any additional information that may help our team review the matter

The more complete and accurate your report is, the easier it will be for our team to understand the situation and determine the appropriate next steps.

If additional details or supporting documentation are needed, OurSpace may follow up by email.

When a report is submitted through the Resolution Centre, our team reviews the information provided to better understand what happened and determine the appropriate next steps.

This may include reviewing:

  • the details shared in the form
  • the booking information
  • relevant account or payment records
  • communication through the platform
  • whether any OurSpace policy, listing issue, or safety concern may be involved

If additional information is needed, our team may follow up by email.

Each report is reviewed based on the details available and the nature of the issue. Depending on the situation, OurSpace may provide guidance, request more information, review the matter internally, or take appropriate action within our role and responsibilities.

After a report is submitted through the Resolution Centre, our team reviews the information provided to understand the situation and determine the appropriate next steps.

Depending on the nature of the issue, this may include reviewing booking details, platform communication, payment information, or whether any OurSpace policy or safety concern may be involved.

If additional information is needed, OurSpace may follow up by email.

From there, our team will continue to assess the report and take any appropriate action within our role and responsibilities. This may include providing guidance, requesting more details, reviewing the matter internally, or taking steps related to the platform where appropriate.

8. Emergencies and Urgent Situations

If you are experiencing an emergency, immediate safety risk, or suspected criminal situation, contact local emergency services right away.

OurSpace is not an emergency response service, so urgent situations should always be reported to the appropriate authorities first.

After you have contacted emergency services, you can report the issue to OurSpace through the Resolution Centre so our team can review the situation, preserve relevant records, and take any appropriate platform action.

Examples of emergencies may include:

  • immediate danger or threat of violence
  • fire, hazardous materials, or unsafe conditions
  • serious harassment or criminal activity
  • situations requiring urgent police, fire, or medical assistance

If the situation is not an emergency but still needs attention, you can contact the other party through the app if it is safe to do so, review the Help Centre, or submit a report through the Resolution Centre for further support.

You should contact local emergency services first whenever there is an immediate safety risk, urgent medical situation, active threat, or suspected crime in progress.

This may include situations such as:

  • immediate danger or threat of violence
  • fire, smoke, or hazardous materials
  • medical emergencies or injuries requiring urgent help
  • break-ins, theft in progress, or other active criminal activity
  • any situation where someone’s safety may be at risk right away

OurSpace is not an emergency response service and cannot provide urgent police, fire, or medical assistance.

Once emergency services have been contacted and it is safe to do so, you can report the situation to OurSpace through the Resolution Centre so our team can review the issue, preserve relevant records, and take any appropriate platform action.

If the issue is serious but not an emergency, you can also use the Resolution Centre to let us know what happened.

Urgent safety-related complaints are taken seriously and reviewed as a priority by our team.

When a report is submitted through the Resolution Centre, OurSpace may review the information provided, preserve relevant booking and communication records, and take appropriate platform action where needed. This may include reviewing the account, restricting certain activity, or escalating the matter internally.

If a situation involves an immediate safety risk, active threat, medical emergency, or suspected crime in progress, local emergency services should always be contacted first. OurSpace is not an emergency response service and cannot provide urgent police, fire, or medical assistance.

Once emergency services have been contacted and it is safe to do so, users can submit a report through the Resolution Centre so our team can review the situation and take any appropriate action within our role and responsibilities.

 

If you feel unsafe during a booking, prioritize your safety first. Remove yourself from the situation if you can do so safely, and contact local emergency services right away if there is an immediate threat, danger, or medical emergency.

If it is safe to do so, stop direct interaction with the other party and keep any relevant communication, photos, or details that may help document what happened.

Once you are safe, report the issue to OurSpace through the Resolution Centre. Our team can review the report, preserve relevant records, and take any appropriate platform action within our role and responsibilities.

Depending on the situation, it may also help to:

  • document the time, location, and details of the incident
  • save screenshots of in-app messages
  • take photos only if it is safe to do so
  • avoid returning to the location alone if you feel at risk

If the issue is serious but not an emergency, you should still submit a report through the Resolution Centre so our team can review the situation.

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OurSpace is designed to support local communities by connecting people through trusted, nearby storage solutions. By making it easier to share unused space, we help neighbors support one another while creating more flexible, affordable storage options.

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