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Refund Policy

Go Love

Refunds and Cancellations by Customers

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 timeRefund amount
Within 48 hours after Booking and no less
than 14 days prior to the scheduled Event
100% of the Fee
More than 48 hours after Booking and no less
than 7 days prior to the scheduled Event
50% of the Fee
More than 48 hours after Booking and less
than 7 days prior to the scheduled Event
0% of the Fee

The Service Provider agrees that where a Customer cancels a Booking and the Fee is partly refundable, we will first deduct the full rate of our Commission and any applicable merchant fees and administration fees from the Fee before transferring the balance of the Fee (less the refund payable to the Customer) to the Service Provider.

Where the Fee is fully or 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 the Fee 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.

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 or postponement 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 refunds are required 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 cancelling the Booking; and/or
  • the Service Provider failing to notify the Customer of incorrect Booking details,

but does not include postponement by the Service Provider due to an Act of God.

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 or postponement. 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 our Commission and any merchant fees 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 a notice prior, until the night before at 11:59 pm to the rescheduled an Event. If the Service Provider complies with this part then the Customer 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.