Cancellation and refund policy

1. How it works

Every vendor sets their own cancellation policy, shown on their listing before you book and in your booking afterwards. This page sets out the rules that apply to every booking on Find A Vendor, whatever the vendor’s policy says. Where the two differ, the rule that is better for the customer applies.

2. When you always get a full refund

• The vendor declines your booking, or doesn’t reply within 48 hours.
• The vendor cancels a confirmed booking, or can’t provide the service.
• The vendor doesn’t turn up, or provides something materially different from what you booked, and you report it before the payment is released (see section 5).

3. If you cancel

• Cancel in your account. What you get back depends on how long before the event you cancel and on the vendor’s policy.
• Vendor policies must say clearly how much is refunded at each stage (for example, a full refund up to 14 days before, 50% up to 72 hours before). A policy can’t keep more than is reasonable for the vendor’s costs and lost opportunity.
• If you cancel within a vendor’s full-refund period, you get everything back, including any part that would have been our fee.
• Event bookings are for a specific date, so the 14-day cooling-off period for online purchases doesn’t usually apply. Please check the vendor’s policy before you book.

4. Changing the date or details

Ask the vendor through your booking messages. If they agree a new date, the booking moves with the same protection. If the price changes, you pay or are refunded the difference. If the vendor can’t do the new date, the original cancellation rules apply.

5. Problems on the day

1. Tell the vendor straight away, if you can, so they have a chance to put it right.
2. Report the problem in your booking before the payment is released. The payment is released 72 hours after the vendor marks the job complete, unless you confirm it sooner.
3. Include what went wrong and any photos or other evidence. Our team will look at both sides and may refund you in full or in part, or release the payment to the vendor. We aim to decide within 10 working days.

This process doesn’t affect your legal rights. A service must be carried out with reasonable care and skill and as described, and the vendor must put it right or reduce the price if it isn’t.

6. Events outside anyone’s control

If an event can’t go ahead because of something neither side could control, such as a venue closure, severe weather warning or government restriction, we will ask the vendor to offer a new date first. If that isn’t possible, you will get a refund less any reasonable, non-recoverable costs the vendor has already spent on your booking, which the vendor must show.

7. How refunds are paid

Refunds go back to the card you paid with, usually within 5 to 10 working days of being approved, depending on your bank. When a booking is refunded in part, the vendor’s share and our fee are reduced in proportion.

8. For vendors

Your cancellation policy must meet these rules. If you cancel a confirmed booking, the customer is refunded in full, and repeated cancellations may affect your ranking, badges and account. See the vendor terms.

Questions about a cancellation or refund? Email hello@findavendor.co.uk.