Cancellations, postponements and refunds
One policy across every vendor, written to be generous to the person booking and fair to the vendor who holds the date. Your payment is held by our payment provider until 48 hours after the event, which is what lets us promise what is below.
The four principles
- A retained amount is compensation, never a punishment. Every tier exists because the vendor has lost a real chance to earn on that date, and each one carries a written reason.
- No cancellation fee. We never add a fee for cancelling. The booker’s service fee is refunded whenever the vendor cancels; if you cancel for convenience after the booking is confirmed, it is kept. Our commission only ever applies to money a vendor actually keeps.
- If the vendor cancels, the client is whole, quickly. Everything paid comes back within one business day, with no step where we chase the vendor first.
- Consumer guarantees always win. Nothing here limits your rights under the Australian Consumer Law. If a service is not delivered with due care and skill, this table does not apply.
When you cancel
Measured in whole days between the day you cancel and the event date, both in the event’s own timezone. The refund is of the Vendor Service Price: the price the vendor fixed when they accepted your request. There is no deposit, and nothing is charged until payments are switched on.
| When you cancel | You get back | Vendor keeps |
|---|---|---|
| 60 or more days before the event | 100% of the Vendor Service Price | Nothing |
| 30 to 59 days before | 75% | 25% |
| 14 to 29 days before | 50% | 50% |
| 7 to 13 days before | 25% | 75% |
| Under 7 days before, or on the event day | Nothing as a standard refund | 100% |
Once the booking is confirmed, the booker service fee is kept if you cancel for convenience. Until payments are switched on a booking is confirmed when the vendor accepts it; after that, when you pay. There is no separate cancellation fee. Before you confirm a cancellation we show you exactly what comes back, from the schedule fixed when the vendor accepted, and that amount is recorded on the booking.
A worked example
An illustrative $1,600 booking (Vendor Service Price) with a $48 booker service fee.
| You cancel | You are refunded | Vendor keeps (before our commission) |
|---|---|---|
| 70 days before | $1,600 | $0 |
| 45 days before | $1,200 | $400 |
| 20 days before | $800 | $800 |
| 10 days before | $400 | $1,200 |
| 3 days before | $0 | $1,600 |
| The vendor cancels, any time | $1,648 (the booking and the service fee) | $0 |
The $48 service fee is kept in every row where you cancel, and refunded where the vendor cancels.
Postpone instead
Before a cancellation is processed you are offered a date change. A genuine reschedule that the vendor agrees to keeps the price, the fees and the vendor’s commission rate fixed when the vendor accepted.
If the vendor cancels
| What happens | Detail |
|---|---|
| Full refund in one business day | Everything you paid, the booker service fee included, with no recovery step. |
| Replacement search | We show you vendors in the same category who are free on your date, and our team follows up with you. |
| No service fee on a replacement | Book one replacement in the same category for the same event through Inita within 14 days of the cancellation (the date can move by up to 30 days) and there is no booker service fee on it. |
| A 48-hour change of mind | You can cancel that replacement for a full refund within 48 hours of the new vendor accepting it. After that, the usual schedule above applies to it. |
| No-show | Full refund and the vendor’s listing is suspended while we review. Your own remedies against the vendor are unaffected. |
Vendors’ cancellations and completed bookings are shown on their profiles.
Illness, weather and government restrictions
Not in effect. Until a solicitor settles this section, the standard schedule above applies to every cancellation, including the booker service fee.
Where an event genuinely cannot go ahead because of a public health order, a declared emergency or a venue closure outside anyone’s control: a free postponement to any date within 12 months is offered first, at the original price. If no date works, everything is refunded except third-party costs the vendor can show were already incurred and cannot be recovered (for example perishables or non-refundable travel). Our commission and the service fee are always refunded.
Your rights under Australian law
Nothing in this policy limits your rights under the Australian Consumer Law, including the consumer guarantees.
Questions about a booking? Contact support from your booking confirmation.