Messages & Sharing Contact Information
Overview
The Messages section allows customers and vendors to communicate safely through Celavivo before and after a booking.
To protect users and prevent fraud or off-platform transactions, sharing personal contact information is restricted until a booking is confirmed and paid.
Who this is for
- Vendors on Celavivo
- Customers contacting vendors through listings
Where to find it
From your Dashboard, click Messages in the left-hand menu.
How messaging works on Celavivo
Messages allow you to:
- Ask questions about services
- Discuss availability and general details
- Clarify booking-related information
All messages are sent through Celavivo’s secure inbox.
Sharing personal contact information (Important)
What is NOT allowed before a confirmed booking
Before a booking is confirmed and paid, users are not allowed to share:
- Phone numbers
- Email addresses
- WhatsApp numbers
- Social media handles
- External links intended to move communication off-platform
This applies to both vendors and customers.
Why contact details are restricted
These restrictions exist to:
- Protect users from fraud or scams
- Ensure fair use of the platform
- Prevent off-platform bookings
- Keep communication transparent and secure
What happens if someone tries to share contact details
If a user attempts to send personal contact information before a confirmed booking:
- The system automatically detects the content
- The personal information is hidden or removed
- A warning message is shown, such as:
“Contact information will be removed for security.” - The message is still sent, but without the sensitive details
This applies whether the information is typed as:
- Numbers
- Text
- Email formats
- Messaging app names
When sharing contact information IS allowed
Personal contact details are unlocked only after:
- A booking has been approved
- Payment (or required deposit) has been completed
- The booking status is confirmed
At that point:
- Customers and vendors can freely share phone numbers, emails, or other contact details
- Communication can continue both on and off the platform if needed
Common questions & issues
“Why can’t I send my phone number?”
Because the booking has not yet been confirmed and paid.
This is a security rule applied to all users.
“I see my message, but the phone number is missing”
The system detected personal contact information and automatically removed it to protect both parties.
“When will I be able to share my contact details?”
Once the booking is:
- Approved
- Paid (or deposit paid)
Contact details will be allowed automatically — no action needed.
“Can Celavivo read my messages?”
Messages may be reviewed only for:
- Fraud prevention
- Dispute resolution
- Chargeback handling
- Safety and policy enforcement
This is outlined in Celavivo’s Terms & Conditions.
Best practices
- Use Messages to discuss services and availability
- Complete the booking through Celavivo to unlock full communication
- Avoid trying to bypass the system — messages will be filtered automatically
Good to know
- Message filtering is automatic and system-based
- No penalties are applied for blocked messages
- These rules protect both vendors and customers
- Once a booking is confirmed, messaging restrictions are lifted