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Draft — final copy pending legal review. This page is structurally complete with placeholder prose. Itta and counsel finalize the wording before public launch. Do not ship to production with this banner removed until copy is signed off.

Legal

Cancellation Policy

When you can cancel, how refunds work, and what happens if a vendor cancels on you.

Last updated:

Summary

Cancelling a booking is straightforward — but the refund amount depends on how close to the event you cancel, and which side initiates the cancellation. The sections below cover the common cases. For specific edge cases, reach out via our contact form or check the FAQ.

TODO (Itta + counsel):Itta + counsel: confirm the customer-friendly summary wording. The rest of this page should be self-consistent with the matrix Yaz and Itta finalize, then this summary paragraph is the elevator pitch.

When you cancel a booking

You can cancel any accepted booking from your order detail page. The refund amount depends on the cancellation window:

TODO (Itta + counsel):Counsel: finalize the cancellation matrix. Working defaults from spec §6.x in the build today are 100% refund >14 days from event, 50% 7–14 days, 0% <7 days — confirm these in the consumer-protection context for Ontario (and any provincial overrides for residents in other jurisdictions). Define whether the deposit follows the same windows or is separately refundable. Define how to communicate the number to the customer at the moment of cancellation (already shown in the order detail UI).

If your vendor doesn't accept

Every booking has an accept deadline shown on your order page — usually 24 to 72 hours after you place it, depending on the vendor's policy. If the vendor doesn't accept by that deadline, the booking is cancelled automatically and your card is refunded in full — no action needed on your side. You'll get an email when this happens, with the refund timeline.

TODO (Itta + counsel):Confirm the per-vendor accept-window range we surface here. The backend uses `accept_window_hours_override ?? vendor.accept_window_hours` per booking; UAT seeds 12/24/48/72 hours across the vendor fixtures. Decide whether the policy page should quote the platform default or describe the range; either is fine, but it must not hard-code 24h because that conflicts with vendor configuration.

If your vendor cancels on you

Vendors can cancel an accepted booking up until the event date — usually because of unforeseen circumstances. When this happens, you're refunded in full, and the vendor's response time and reliability metrics are adjusted accordingly. Repeated vendor cancellations affect their standing on the platform.

TODO (Itta + counsel):Counsel: define what “in full” means when the customer has paid a deposit + balance. Define the threshold of vendor cancellations that triggers reliability flag versus suspension. Define how this interacts with the dispute path if the customer feels the vendor cancelled in bad faith.

When the refund arrives

Stripe processes refunds back to the original payment method. Most refunds land within 5–10 business days; the actual timing depends on your bank or card issuer. You'll see a separate line in your statement rather than a reversal of the original charge.

TODO (Itta + counsel):Confirm 5–10 business-day window matches what Stripe actually quotes today and what the customer-facing email template states.

What if I can't cancel through the app?

If you can't cancel through the order detail page — typically because the event has already passed or there's a service-quality issue — open a dispute instead. The dispute flow gives our admin team the context to adjudicate fairly. See our Terms of Service §Disputes for the process.

TODO (Itta + counsel):Confirm the dispute path is the right escalation here, not a fallback customer-support contact. Define what a customer should do if both the self-serve cancel and the dispute flow are unavailable.

Questions

Anything not covered here? Reach the team via our contact form.

TODO (Itta + counsel):Add the registered business email for cancellation escalations once the entity is finalized.