Refunds & Cancellations

1. The basics

• Families pay Bandobast, not the vendor. We hold the money until the event is marked complete.
• Because we hold it, we can return it if a booking doesn't go ahead.
• Every vendor sets a cancellation policy, shown on their profile before you book. That policy decides what you get back if you cancel. Read it before booking, and ask the vendor in chat if anything is unclear.
• We can only refund money that reached Bandobast. Money paid to a vendor directly is outside our protection.

2. If you cancel a booking

You can cancel from the booking page while the booking is requested, confirmed or being prepared. Once the vendor is on the way or the event has started, message support instead.

• We return what we hold for the booking, minus any amount the vendor's cancellation policy lets them keep.
• If the vendor's policy gives a full refund for your cancellation, you get back everything we hold.
• If the vendor has no written policy, message support and we will agree a fair amount with both sides before anything is paid out.

3. If the vendor declines or cancels

If a vendor declines your booking or cancels it, you get back everything Bandobast holds for that booking, whatever their cancellation policy says. We can also help you find another vendor for the date.

4. How refunds are sent

• We send refunds by bank transfer. We will message you in the app for the account to send it to.
• We aim to send a refund within 7 working days of the cancellation and your account details being confirmed.
• Once it is sent, the booking page shows the amount and the bank reference so you can check it with your bank.

5. Transfers we can't find

A payment counts only once we have found it in Bandobast's account. If the screenshot or transaction ID you uploaded doesn't match a transfer we received, we tell you on the booking page so you can check it.

• Check that you sent it to the account shown on your booking, and that the amount and transaction ID match.
• Send us your bank's confirmation and we will check again.
• If the money went to a different account, such as the vendor's or a mistyped one, we can't refund it because we never received it. Your bank may be able to help recover it.

6. Vendors' fees

• The one-time registration fee is non-refundable once your registration has been accepted.
• A monthly plan fee is non-refundable once that month has started. Switching your business off stops charges from the next month; it doesn't refund the current one.
• Commission is charged on completed bookings. No commission is taken on money we return to a family.

We will refund a fee where the law requires it, or where we charged you by mistake, for example twice for the same month. Message support with the details.

7. Disagreements

If you and the vendor don't agree about a cancellation or what was delivered, message support before the booking is marked complete. While we look into it, we keep holding the money. We will read the chat, look at the booking and any photos, talk to both sides and decide what is fair under the vendor's policy and our Terms of Service. If you are still not satisfied, the terms explain your options.