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What happens if a client cancels?

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This is a vendor-facing article. Four conflicts with yesterday:

  1. 24-hour cooling-off period — dropped yesterday, still appears here
  2. Dual-model entirely absent — subscription vendors have no deposit through Celavivo at all, so large sections of this article simply don’t apply to them and that needs to be made clear
  3. Rescheduling section says “well in advance” — yesterday’s policy set a specific 30-day minimum, and the one-reschedule limit is also missing
  4. “12% deposit is a Celavivo platform fee, not part of your service fee” — accurate for commission vendors but needs to be framed within the commission plan context, not stated universally

What Happens When a Client Cancels or Reschedules

Cancellation and rescheduling outcomes depend on your plan, when the cancellation happens, and what part of the payment is involved.

Commission-based vendors

💰 What happens to the booking fee?

  • The booking fee collected through Celavivo is a platform fee — it is not part of your service fee and is not paid out to you
  • If the client cancels, the booking fee is non-refundable to the client
  • The booking fee is not affected by your own cancellation policy

📄 What about your remaining balance?

  • Celavivo does not handle the remaining balance
  • Any fees, charges, or refunds related to the remaining amount depend entirely on your own cancellation policy, as stated on your listing and in the signed digital contract
  • If a client cancels, refer to the agreed contract terms

Subscription-based vendors

  • No payment is collected through Celavivo for your bookings
  • Celavivo has no deposit to retain or refund on your behalf
  • All cancellation terms — including any deposit paid directly to you — are governed entirely by your own cancellation policy as stated in the signed digital contract
  • If a client cancels, refer to the agreed contract terms

🗓 If a client requests to reschedule

Regardless of your plan:

  • Reschedule requests must be made at least 30 days before the event date
  • Only one reschedule is permitted per booking
  • You must agree to the new date for the reschedule to proceed
  • Rescheduling does not reset or alter any refund rules
  • If the client cancels after a reschedule, the same cancellation terms apply

Important to know

  • Always ensure your cancellation terms are clearly stated on your listing before accepting bookings
  • Clear communication helps avoid disputes and last-minute issues
  • Keep all communication within Celavivo so Support can assist if needed

For full details, refer to Celavivo’s Refunds & Cancellations Policy.

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