Refunds and Cancellations Policy

Refunds & Cancellations Policy

Celavivo Booking Fee refund and cancellation terms

Innotevia Limited, trading as Celavivo

Last updated: 01/06/2026

1. Scope

This policy applies to bookings made on celavivo.com and related sub-sites. It governs the Celavivo Booking Fee only. Amounts paid by customers directly to vendors (the vendor’s fee for the services they provide) are governed by the vendor’s own cancellation policy set out in the digital contract between the customer and the vendor; Celavivo is not a party to those amounts.

This policy applies to bookings made with vendors on Celavivo’s commission-based plan, where a Booking Fee is paid to Celavivo at the time of booking. For bookings made with vendors on Celavivo’s subscription-based plan, where no payment passes through Celavivo, see Section 10 below.

2. Nature of the Booking Fee

The Booking Fee is 12% of the total agreed service price (inclusive of Cyprus VAT at the applicable rate). It is paid by the customer to Celavivo at the time of booking.

The Booking Fee is the fee Celavivo charges for confirming the booking and providing the digital contract between the customer and the vendor. This service is fully performed at the moment the booking is confirmed. The Booking Fee is therefore non-refundable, except in the specific circumstances expressly stated in this policy.

The remaining 88% of the agreed service price is the vendor’s fee. It is paid directly by the customer to the vendor outside the Celavivo platform, in accordance with the vendor’s terms in the contract.

3. No Cooling-Off Period

Bookings made through Celavivo are for services to be supplied on a specific date (the event date). Under Article 16(l) of EU Directive 2011/83/EU on consumer rights, as transposed into Cyprus and Greek law, the statutory 14-day right of withdrawal does not apply to contracts for services related to leisure activities provided on a specific date or within a specific period. By confirming a booking, the customer acknowledges that no statutory cooling-off period applies to the Booking Fee.

4. Cancellation by Customer

If the customer cancels the booking, the Booking Fee is non-refundable, regardless of when the cancellation is made.

Any amounts owed to the vendor (the remaining 88%, or any prepayments paid directly to the vendor) are governed exclusively by the vendor’s cancellation policy set out in the contract between the customer and the vendor. Celavivo is not involved in those amounts.

5. Rescheduling by Customer

The customer may request to reschedule the event date once, subject to the vendor’s availability and provided the request is made at least 30 days before the originally scheduled event date. A reschedule does not entitle the customer to any refund of the Booking Fee; the Booking Fee transfers to the new date.

Reschedule requests made less than 30 days before the event, or any second or subsequent reschedule request, are at the sole discretion of the vendor and Celavivo. If declined, the original booking stands; if the customer cancels in response, the Cancellation by Customer rules apply and the Booking Fee is not refunded.

If the customer cancels after a reschedule, the Booking Fee remains non-refundable.

6. Cancellation by Vendor

If the vendor cancels the booking, Celavivo will first attempt to offer reasonable alternative vendors (see Section 9). If the customer accepts a replacement, the booking continues and the Booking Fee transfers to the new booking at no additional cost.

If no reasonable alternative is available in time, or the customer reasonably declines all offered alternatives, the Booking Fee will be refunded in full to the original payment method within 14 days.

Any prepayments the customer has paid directly to the vendor are refunded by the vendor in accordance with the contract between the customer and the vendor.

7. Force Majeure

If a force majeure event (such as a natural disaster, pandemic, government restriction, act of war, or destruction of the event venue) prevents the event from taking place, the customer and the vendor will act in good faith to reschedule the booking within 12 months at no additional Booking Fee.

If rescheduling is not feasible after reasonable attempts, the Booking Fee will be converted to a Celavivo credit valid for 12 months, usable for any booking on Celavivo and transferable once to a family member or friend with Celavivo’s confirmation.

Refunds or recovery of any amounts paid directly to the vendor are governed by the vendor’s terms in the contract.

8. Celavivo Credit Terms (Force Majeure)

Where a Celavivo credit is issued under Section 7 (Force Majeure), the following terms apply:

• Value: equal to the Booking Fee originally paid.
• Use: applied at checkout on a new booking on Celavivo with any vendor.
• Validity: 12 months from the date of issue.
• Nature: non-cash, not exchangeable for money; transferable once to a family member or friend with Celavivo’s confirmation.
• Remainders: any unused amount remains as credit until expiry; any balance remaining at expiry is forfeited.

9. Reasonable Alternatives — Definition

Where Celavivo offers replacement vendors under Section 6, Celavivo aims to present 2–3 options where available, meeting the following criteria:

• Price: within ±15% of the original total (or lower);
• Quality: same service category; average rating not lower by more than 3 stars;
• Availability and location: same date and time (or nearest mutually acceptable slot) and same city or region.

For events occurring in fewer than 7 days, Celavivo will present all viable options that exist at the time, even where they do not strictly meet the above criteria.

10. Subscription Bookings

For bookings made with vendors on Celavivo’s subscription-based plan, no Booking Fee is paid to Celavivo. All payments — including any deposit and the final balance — are arranged and paid directly between the customer and the vendor outside the Celavivo platform.

For these bookings, all cancellation, refund, and rescheduling matters are governed exclusively by the contract between the customer and the vendor. Celavivo is not a party to those payments and has no obligation to collect, hold, process, refund, or guarantee any such amounts.

11. No-Circumvention & Abuse Prevention

Customers and vendors agree not to use cancellations as a means to transact off-platform. If Celavivo reasonably suspects circumvention, accounts may be restricted or removed from the platform.

12. Chargebacks

If a customer files a chargeback against a Booking Fee payment, Celavivo may treat the booking as cancelled by the customer and may suspend the booking and associated services pending resolution. Celavivo will provide the signed digital contract, booking records, and other relevant platform records to the payment processor in response to the chargeback.

If the chargeback succeeds and the Booking Fee is reversed to the customer, the booking is treated as void. If the chargeback is denied, the Booking Fee remains with Celavivo in accordance with this policy. Filing a chargeback that does not relate to a genuine refund entitlement under this policy may be treated as abuse and may result in account restrictions.

13. Refund Timelines & Method

• Where a cash refund is required under this policy (Section 6 or a payment error such as a duplicate or unauthorised charge), Celavivo will initiate the refund within 14 days to the original payment method. Bank processing timelines may add a further few business days.
• Celavivo credits issued under Section 7 (Force Majeure) are applied to the customer’s Celavivo account and confirmed by email with redemption instructions.

14. Governing Law, Jurisdiction & Dispute Resolution

This policy is governed by the laws of the Republic of Cyprus, without prejudice to any mandatory consumer protection rights available to the customer under the laws of their country of habitual residence within the European Union.

Disputes shall be resolved in the competent courts of Cyprus, except that a customer who is a consumer may also bring proceedings in the courts of their country of habitual residence in accordance with applicable EU law.

Consumers in the EU may also access the European Commission’s Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

15. Contact

If you have a question or dispute relating to a Booking Fee or this policy, please contact:

Company	Innotevia Limited, trading as Celavivo
Jurisdiction	Republic of Cyprus
Address	20 Dimotikis Agoras, Larnaca, 6250, Cyprus
Email	[email protected]
Website	celavivo.com