Refunds & Cancellations Policy
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Quick summary (TL;DR)
- The 12% deposit is a Celavivo platform fee (matching, protected messaging, contract workflow, support).
- Cash refunds: only within 24 hours of payment if the event is ≥14 days away, or for payment errors (duplicate/unauthorised).
- Customer cancels after 24h: deposit non-refundable (no cash, no credit).
- Vendor cancels: Celavivo will rebook you; if you decline reasonable options or none are available in time, you receive a Celavivo credit/coupon equal to the deposit (non-cash) to book another vendor on Celavivo.
- Any charges on the vendor’s remaining balance are governed only by the vendor’s cancellation policy in your e-contract.
1) Scope
This policy applies to bookings made on celavivo.com and related sub-sites. It governs the Celavivo deposit only.
2) Nature of the 12% Deposit
The deposit is a platform fee administered exclusively by Celavivo. It is not part of a vendor’s fee and is not paid out to the vendor.
3) Cooling-Off Window (Cash Refunds)
- You may cancel and receive a full cash refund of the deposit within 24 hours of payment provided the event is at least 14 days away.
- Payment errors (duplicate/unauthorised charges) are always refundable.
4) Customer Cancellation (after 24 hours)
- After the 24-hour window, the deposit is non-refundable and no credit is issued.
- Rescheduling: One reschedule may be granted ≥14 days before the event if the vendor agrees; the booking moves to the new date. If you later cancel, the deposit remains non-refundable.
5) Vendor Cancellation
To protect customers while preventing off-platform abuse:
- Replacements first. Celavivo will offer reasonable alternatives (comparable price/quality/date). If you accept, your booking continues and the deposit transfers (no new Celavivo fee).
- If you decline all reasonable options, or none are available in time: you will receive a Celavivo credit/coupon equal to the deposit (non-cash) to book another vendor on Celavivo.
What counts as “reasonable alternatives”
Where available, Celavivo aims to present 2–3 options that meet all of the following:
- Price: within ±15% of the original total (or lower)
- Quality: same category; average rating not lower by more than 0.3 stars
- Availability & location: same date/time (or the nearest mutually acceptable slot) and same city/region
For events occurring in < 7 days, Celavivo will present all viable options that exist.
6) Credit/Coupon Terms (for vendor cancellations)
- Value: equal to the deposit paid.
- Use: applied at checkout on a new booking via Celavivo (any vendor).
- Validity: 12 months from issue.
- Nature: non-cash, not exchangeable for money; not transferable unless Celavivo approves.
- Remainders: any unused amount remains as credit until expiry; any balance at expiry is forfeited.
7) Vendor’s Own Policy (Remaining Balance)
Refunds/charges relating to the vendor’s remaining balance (beyond the Celavivo deposit) are governed exclusively by the vendor’s cancellation policy shown on the listing and in the e-contract between you and the vendor. Celavivo is not a party to those amounts.
8) No-Circumvention & Abuse Prevention
Customers and vendors agree not to use cancellations to transact off-platform. If Celavivo reasonably suspects circumvention, cash refunds are not available after 24h; credits may be issued only per this policy and accounts may be restricted.
9) Chargebacks
Filing a chargeback cancels the booking. Celavivo will provide the signed contract and platform records to the payment processor. If the chargeback is lost, the deposit is treated as refunded and the booking is void.
10) Timelines & Method
- Where a cash refund is permitted (Section 3 or payment errors), Celavivo initiates it within 5–10 business days to the original payment method (bank timelines vary).
- Credits/coupons are issued to your Celavivo account and sent by email with instructions.
11) Legal note
Event bookings are date-specific services. Statutory withdrawal rights may not apply; this policy sets out Celavivo’s goodwill 24-hour cash-refund window and the remedies available thereafter.
12) Contact
Innotevia Limited
info@celavivo.com
www.celavivo.com