What happens if a client cancels?

If a client cancels, the outcome depends on when the cancellation happens and what part of the payment is involved. Celavivo’s deposit follows platform rules, while any remaining balance is governed by your own cancellation policy.

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💰 What happens to the Celavivo deposit (12%)?

• The 12% deposit is a Celavivo platform fee, not part of your service fee
• If the client cancels after the 24-hour cooling-off period, the deposit is non-refundable
• The deposit is not paid out to vendors, regardless of cancellation

Cash refunds of the deposit are only possible in limited cases (such as cancellations within 24 hours of payment when the event is far enough in the future, or payment errors), as defined in Celavivo’s policy.

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📄 What about your remaining balance?

• Celavivo does not handle the remaining balance
• Any fees, refunds, or charges 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, you should refer to the agreed contract terms.

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🗓 If a client requests to reschedule

• A reschedule may be possible if:
  • The request is made well in advance, and
  • You agree to the new date
• Rescheduling does not reset refund rules for the deposit
• If the client later cancels after a reschedule, the deposit remains non-refundable

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ℹ️ Important to know

• Always ensure your cancellation terms are clearly stated before accepting bookings
• Clear communication helps avoid disputes and last-minute issues
• Keeping all communication within Celavivo allows support to assist if needed

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