When a customer leaves, you schedule the end of their rental from their record. The move-out breaks down into two different dates: the physical move-out date (when access to the unit is removed for the customer) and the billing end (when billing stops, often later than the physical date to honour the billing cycle and the notice). This article also covers how to change or cancel an already-scheduled move-out, and how to waive the minimum notice.
Common questions
How do I schedule a customer's move-out? On their rental record, click Schedule move-out in the header. Pick the physical move-out date, check the billing end preview, and confirm.
Why does billing continue after the physical move-out date? Billing end aligns with the next valid cycle based on your policy: end of the subscription cycle, last day of the month, or end of the 4-week period. The customer pays for the full period, even if they leave earlier.
How do I let a customer leave immediately with no notice? Check Waive the minimum notice in the dialog. Confirm with your owner, this option doesn't suppress billing until the end of the cycle.
How do I change the date of an already-scheduled move-out? On the rental record, open the actions menu and click Change move-out date. Pick the new physical date and confirm.
How do I cancel a scheduled move-out to put the rental back to active? On the record, click Cancel move-out in the actions menu. Once the inspection is complete, the move-out can no longer be cancelled.
Why is the Schedule move-out button greyed out? Either the rental hasn't started yet (start date in the future), or a unit transfer is in progress. Both flows block each other.
Who this article is for
Scheduling a move-out requires the Owner or Manager role. If the Schedule move-out button is missing or greyed out, ask an Owner on your team.
Before scheduling a move-out
The rental must have started (start date today or in the past). A future rental can't be scheduled for move-out, the button is greyed out with a message explaining that you need to contact support to cancel a booking not yet started.
The rental must not have a unit transfer in progress. Both state flows block each other.
Schedule a move-out
To schedule the end of a rental:
Open the rental record.
Click Schedule move-out in the header.
The Schedule move-out dialog opens:
- Move-out date, date picker (today by default). - Preview showing in real time: - Notice, either "Based on policy" or the number of days. - Billing end, date calculated based on the facility policy. - A note reminds you that you can cancel this move-out before the scheduled date.
If the customer leaves immediately and agrees to waive the notice, check Waive the minimum notice.
Click Schedule move-out at the bottom of the dialog.
The button shows Scheduling... during execution, then the dialog closes.
Change an already-scheduled move-out date
To shift the date of an existing move-out:
On the rental record, open the actions menu.
Click Change move-out date.
The Change move-out date dialog opens, with the subtitle "Pick a new physical move-out date for this rental."
Pick the new Physical move-out date.
The Billing end is recalculated. A warning tells you: "Billing will continue until {date}. No automatic refund will be issued; use the standard refund process if needed."
Click Change date (the button shows Changing... during execution).
Cancel a scheduled move-out
To put the rental back to active after scheduling:
On the rental record, open the actions menu.
Click Cancel move-out.
The Cancel move-out dialog asks for confirmation: "This action cancels the scheduled move-out and restores the rental with no end date."
The effect is explained: "The Stripe billing end will be removed, the pending access removal command will be cancelled, and PDK access will be resynced if needed."
Click Cancel move-out (the button shows Cancelling... during execution).
Once the move-out is finalized (inspection completed), it can no longer be cancelled. The only recourse is to create a new booking for the customer.
What happens automatically
On scheduling
Gate access is scheduled to be removed on the physical move-out date. Removal can be asynchronous depending on the configured provider (ICT, OpenTech, or PDK).
A Stripe command is recorded to stop billing at the billing end.
The record now shows the Inspection card with the Start inspection button.
No email is sent to the customer on scheduling; emails go out at finalization time.
On finalization (after inspection)
The unit becomes available or unavailable based on the inspection status:
Ready to rent → unit Available.
Needs cleaning/repair → unit Unavailable.
The deposit balance, if any, still needs to be settled manually. See the Deposit settlement article.
Gate access is permanently removed.
Physical date vs billing end
Date | Effect |
Physical date | Controls gate access. Access is removed that day. |
Billing end | Last day of charge. Aligned with the next valid cycle based on the facility's policy. |
The billing end aligns with:
Anniversary: end of the current subscription cycle.
First of the month: last day of the current month.
4-week cycle: end of the current 4-week period.
Unless the notice is waived, a minimum notice (typically 7 days based on facility policy) is added to protect the owner.
Important statuses and fields
Item | Meaning |
Move-out date | Date when gate access is removed. |
Notice | Minimum days between scheduling and the physical date, based on facility policy. |
Billing end | Last day Stripe charges rent for this rental. |
Waive the minimum notice | Lets you skip the notice rule. |
Start inspection | Button that appears after scheduling, leads to the inspection flow. |
Common issues
Situation | What to check | What to do |
The Schedule move-out button is greyed out. Why? | Has the rental started (start date <= today)? Is a unit transfer in progress? | If the rental hasn't started, contact support to cancel the booking. If a transfer is in progress, complete or cancel the transfer first. |
The customer paid for a month but doesn't want to use it. How do I refund them? | No automatic refund is issued when scheduling a move-out. | To refund, use the Refund button on the relevant invoice. See the Invoices article. |
The customer wants to leave immediately with no notice. How? | Has the customer agreed to waive the notice? | Check Waive the minimum notice in the scheduling dialog. Billing continues until the end of the cycle either way; to refund, see the Refund button on the invoice. |
After scheduling, gate access still works the next day. Why? | Access removal is asynchronous based on your provider (ICT, OpenTech, PDK). | Check the rental's Activity tab for the removal command. If access still isn't removed after 24 hours, see the Customer can't get in (gate access) article. |
The customer paid several months ahead and wants a refund on departure. How? | No automatic refund on scheduling. | After the billing end, issue a manual refund via the relevant invoice record. |