Cancellations, Reschedules and Refunds

In the event that a Customer cancels a Booking through no fault of the Service Provider or us, we will refund any Fees in accordance with the following cancellation and refund policy:

Cancellation Time Refund amount
Before a Service Provider accepts a booking (within 24 hours*) 100% of the Fee
Once a Service Provider accepts a booking 50% of the Fee
NOTE: If Service provider does not accept booking within 24 hours the booking is automatically canceled and Customer receives a full refund.

The Service Provider agrees that where a Customer cancels a Booking and the Fee is partly refundable under this part, then the Service Provider must reimburse us for the full amount of any advance payments of the Fees received by it in respect of the canceled Booking. After refunding the Customer we will transfer the balance of the Fee (less the applicable Customer refund) to the Service Provider after first deducting the full rate of our Commission and any applicable merchant fees and administration fees from the Fee.

Where the Fee is partly refundable under this part, we will reimburse the Customer for any merchant fees, provided however that if the Customer cancels 2 or more Bookings within a 12 month period then we reserve the right to:

  • Deduct the merchant fee from any amount refunded to the Customer; and
  • charge an administration fee of $50 per cancellation, such amount representing a genuine pre-estimate of the costs incurred by us due to the Customer’s cancellation.

The Customer may request a rescheduling or postponement of the Event on up to 2 occasions per Event, and it is at the discretion of the Service Provider to accept or reject such request. If the Service Provider does not agree to the rescheduling or postponement, or if the Customer seeks to reschedule or postpone an Event for the third time, then such request shall be deemed to be a cancellation of the Booking by the Customer and the provisions of this part shall apply.

Refunds and Cancellations through Fault of Service Provider or Us

The Customer shall be entitled to a full refund of the Fee where there is a cancellation by the Service Provider or by the Customer as a direct result of an error or omission by the Service Provider or us (other than an Act of God). This includes cases where the Customer or Service Provider cancels the Booking due to:

  • the Purchaser having made a Booking based on incorrect Listing details provided by the Service Provider;
  • the Service Provider failing to notify us within 24 hours to correct or update the Listing details, causing a Purchaser to make a Booking based on the incorrect Listing details;
  • the Event not taking place other than due to an Act of God or the fault of the Customer/Attendees;
  • the Service Provider having to reschedule or postpone a Booking and the Customer thereby canceling the Booking (but not including postponement by the Service Provider due to an Act of God); and/or
  • the Service Provider failing to notify the Customer of incorrect Booking details.

If a Customer believes it is entitled to a refund under this part, then the Customer must notify us within 24 hours of the cancellation. If we determine that a refund is permitted under this part, we will refund the full amount of the Fee to the Customer including any merchant fees.

The Service Provider must reimburse us for the full amount of the Fees received by it in respect of the canceled Booking plus our Commission and any merchant fees charged to us in respect of the canceled Booking, unless we are at fault for the cancellation. We shall only be at fault where the refund was directly caused or contributed to by our act or omission (for example, we neglected to update the Listing within 24 hours of notice from the Service Provider, or we incorrectly updated the Listing details).

Notwithstanding anything to the contrary contained in these Terms, the Service Provider may postpone (but not cancel) an Event due to any circumstance beyond its reasonable control including but not limited to fire, flood, storm, earthquake, war, terrorism, national emergency, civil commotion, strikes, government action or inaction or other acts of God (“Act of God”), provided that the Service Provider gives the Customer at least 24 hours’ notice prior to the scheduled Event. If the Service Provider complies with this part then the Customer shall be entitled to a rescheduling or postponement of the Event but shall not be entitled to a refund.

Nothing in these Terms is intended to exclude, restrict or modify any of our statutory obligations that cannot be lawfully excluded, restricted or modified.