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Can I cancel or change a booking?

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This article has the highest concentration of conflicts with yesterday’s decisions. Let me list them all before the rewrite:

  1. 24-hour cooling-off period — dropped entirely yesterday. Still appears here.
  2. Credit/coupon remedy — replaced with cash refund yesterday. Still appears here.
  3. “12%” hardcoded in the article — wrong for subscription vendors, wrong as a label.
  4. “Before the deposit” / “after the deposit” structure — meaningless for subscription vendors who never pay through Celavivo.
  5. Dual-model entirely absent — the whole article describes only the commission flow.

Here’s the rewritten article:

Changing or Cancelling a Booking

What happens depends on when the request is made, who initiates it, and which vendor plan applies. Always check your signed contract and Celavivo’s Refunds & Cancellations Policy.

🔁 Changing a booking before payment or contract

Before any payment is made or contract signed, you can:

  • Message the vendor through Celavivo to clarify or adjust details
  • Agree changes to services, packages, or event details

No payment is involved at this stage and no formal process is required.

🔁 Changing a booking after a contract exists

Once a contract has been signed by both parties:

  • Changes should be requested as early as possible
  • A new contract may be required depending on the nature of the change
  • Contact Celavivo Support to assist with the process

To avoid complications, agree all terms before signing the contract.

❌ Cancelling a booking — commission-based vendors

For bookings where a booking fee was paid through Celavivo:

Customer-initiated cancellation:

  • The booking fee is non-refundable
  • The remaining balance, if any, is governed by the vendor’s cancellation policy as stated in your signed contract

Vendor-initiated cancellation:

  • Celavivo will first attempt to offer a suitable replacement vendor for the same date and service
  • If you accept a replacement, your booking fee is transferred and no new fee is charged
  • If no suitable replacement is available or you decline all reasonable alternatives, you are entitled to a full cash refund of the booking fee to your original payment method

❌ Cancelling a booking — subscription-based vendors

For bookings where no payment was made through Celavivo:

  • Celavivo has no payment to refund
  • Cancellation terms, including any deposit paid directly to the vendor, are governed entirely by the vendor’s cancellation policy as stated in your signed contract
  • Contact the vendor directly in the first instance, keeping all communication within Celavivo where possible

Important to know

  • Always review your digital contract before cancelling or requesting changes
  • Keep all communication within Celavivo so Support can assist if needed
  • Using cancellations to arrange off-platform payments is not permitted

For full details, see the Refunds & Cancellations Policy.

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