What are the cancellation rules on Celavivo?
Two direct conflicts with yesterday, plus the missing dual-model. All three are serious in this particular article because it’s the refunds and cancellations policy page — getting it wrong here is the highest legal and chargeback risk on the entire site.
- 24-hour cooling-off period — dropped entirely yesterday. Still present here as a full standalone section.
- Credit/coupon remedy — replaced with cash refund yesterday. Still appears here.
- Subscription model entirely absent — for subscription vendors Celavivo collects nothing, so the entire deposit framework doesn’t apply and needs a clear separate section.
Refunds and Cancellations
Refund and cancellation outcomes depend on who cancels, when, and which vendor plan applies.
Commission-based bookings
💰 The booking fee
- The booking fee collected through Celavivo is a platform fee
- It covers services such as vendor matching, protected messaging, digital contracts, and support
- It is separate from the vendor’s service fee
❌ Customer cancellations
- The booking fee is non-refundable for customer-initiated cancellations
- No cash refund or credit is issued
- Any charges related to the vendor’s remaining balance depend solely on the vendor’s cancellation policy in your signed contract
Payment errors such as duplicate or unauthorised charges are always refundable regardless of the above.
🔄 Vendor cancellations If a vendor cancels a confirmed booking:
- Celavivo will first attempt to offer reasonable replacement vendors for the same date and service
- If you accept a replacement, your booking continues and the booking fee is transferred — 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
📄 Vendor fees beyond the booking fee
- Celavivo does not collect the vendor’s remaining balance
- Any refunds, charges, or penalties related to the remaining balance are governed solely by the vendor’s own cancellation policy as stated in your listing and signed contract
Subscription-based bookings
- No payment is collected through Celavivo for subscription-based bookings
- Celavivo has no deposit to retain or refund on your behalf
- All cancellation and refund terms — including any deposit paid directly to the vendor — are governed entirely by the vendor’s cancellation policy in your signed contract
- In the event of a vendor cancellation, contact the vendor directly in the first instance, keeping all communication within Celavivo where possible
⚠️ Important notes
- Event bookings are date-specific services
- Using cancellations to arrange off-platform payments is not permitted
- Filing a chargeback cancels the booking and may result in account restrictions
For full details, please review the Refunds & Cancellations Policy.