Refund, Reschedule & Returns Policy - Posh Celebration

Refund, Reschedule & Returns Policy

Effective: 1st October 2025

Applies to: Hosts (B2C/B2B), Vendors, and Bookings made on Posh Celebration (web/app/assisted)

1. Scope & Definitions

  • Host: The customer placing an order (individual or corporate).
  • Vendor: The service provider or supplier (e.g., venue, décor, catering, AV, artists).
  • Order / Booking: Items and services confirmed in your cart or purchase order (PO).
  • Event Date: The start date/time in your booking.
  • Escrow: Funds held until delivery/acceptance.
  • Managed Services: Posh Assured onsite coordination or project management.
  • Physical Goods: Tangible items (e.g., rental equipment, décor props).
  • Digital Deliverables: Photos, videos, designs delivered electronically.
  • Covered Issue: A material failure versus the agreed scope (e.g., no-show, major delay, substantial quality shortfall).

Policy hierarchy: This Master Policy is the minimum standard. If a Vendor’s listed policy is more generous, the more generous terms apply. Where local consumer law grants mandatory rights, local law prevails.

2. 24-Hour Grace Period (Cooling-Off)

You may cancel within 24 hours of booking for a full refund of refundable components if the Event Date is ≥7 days away. This mirrors common marketplace “grace period” practices to protect buyers while balancing vendor scheduling costs.
support.tagvenue.com+1

3. Host-Initiated Cancellation (After Grace Period)

When you cancel after the grace window, refunds depend on notice before the Event Date (to reflect vendor prep/capacity hold):

  • >30 days: 90% of refundable components
  • 8–30 days: 50% of refundable components
  • 3–7 days: 25% of refundable components
  • <72 hours: No refund (labor & inventory committed)

Notes

  • Non-refundable items (see §8) are deducted.
  • Platform/processing fees are non-refundable unless we are the cancelling party (see §5). This is consistent with ticketing/marketplace norms.
    Eventbrite

  • For multi-vendor orders, each line item follows the same schedule; line items with stricter vendor policies will follow the vendor’s policy only if more generous than this Master Policy.
  • Where a vendor has offered a more lenient cancellation window (e.g., “full refund up to 7 days”), we’ll honor that for that vendor’s line item.

Industry venue/experience platforms use tiered windows and grace periods; our schedule aligns with that practice for clarity and fairness.
 Peerspace+1

4. Reschedules (Date/Time/Venue Changes)

  • One free reschedule if requested ≥14 days before the Event Date, subject to vendor availability.
  • <14 days: reschedule fee may apply (covers vendor re-allocation/admin) and any price deltas for new date/venue.
  • If vendors are unavailable on the new date, you may proceed with the original date, choose vendor substitutes, or cancel under §3.

5. Vendor-Initiated Cancellation or Major Failure

If a vendor cancels or a major failure occurs (e.g., no-show, severe delay, material non-performance), we will:

  • Provide a full refund of the affected line items, including platform fees on those items; and
  • Use best efforts to provide a comparable replacement at equal or lower cost.
  • As goodwill, Posh may offer credit for future use where appropriate.

6. Quality Issues & Partial Refunds (Covered Issues)

If delivery occurred but quality fell materially short:

  • Report within 48 hours of the Event Date (include photos, run-sheet, vendor comms).
  • We’ll review severity, time impact, and unused value to determine a partial refund or credit for the affected line items.
  • For multi-vendor orders, only the affected components are considered.

7. Physical Goods: Returns, Loss & Damage

  • Rental returns must follow the agreed check-out/check-in process (counts, photos, time stamps).
  • Damage/missing items may be charged at listed replacement rates; deposits (if any) are adjusted accordingly.
  • Perishables (e.g., catering): not returnable once delivered; quality issues are handled under §6.

8. Non-Refundable Items (Typical)

  • Custom/Personalized goods or services already in production.
  • Permits/licenses/third-party tickets/insurance already issued.
  • Rush fees, site inspections, special order materials acquired for your event.
  • Platform & payment processing fees (unless Posh/Vendor cancels).
  • Managed Services (onsite coordinator/PM) when the coordinator has attended or is within 72 hours of event call time.

9. Escrow, Payouts & Post-Payout Claims

  • Your payment sits in escrow until delivery/acceptance; vendors are paid according to a unified payment policy.
  • If a dispute is opened before payout, we may hold funds while we investigate.
  • After payout, refunds (if any) are generally vendor-funded or issued as Posh credit if we determine a covered issue.
  • For BNPL checkouts, refunds are processed via your BNPL provider per their terms.

10. Chargebacks & Payment Reversals

If you file a chargeback, we may pause investigation and suspend related services until the card network resolves the case. If the network rules against the chargeback, our refund process (this policy) resumes.

11. Corporate (B2B) Bookings

  • POs & invoicing can be used; refunds follow the same windows unless your PO explicitly adopts a more generous policy.
  • Consolidated monthly invoices can reflect refunds/credits issued within the billing cycle.

12. Abuse, Fraud & Safety

We may deny refunds or close accounts for fraud, abuse, repeated no-shows, off-platform/bypass behavior, or violations of our Terms.

13. How to Request a Refund/Reschedule

  1. Go to Your Orders → select the booking → “Request Help/Refund/Reschedule.”
  2. Provide event ID, line items, reason, and any evidence (photos, timestamps).
  3. We’ll acknowledge within 2 business day and aim to conclude within 7–10 business days (complex multi-vendor cases may require more time).
  4. Refund method: original payment method; timing: typically 5–15 business days after resolution (BNPL and bank transfers depend on your provider).
  5. You can escalate to legal@poshcelebration.com
    if you’ve waited longer than 10 business days after our resolution.

14. Local Law & Conflicts

This policy applies except where local consumer law grants you stronger rights—in which case we’ll honor those rights. If a Vendor’s listed policy is more generous than this Master Policy, the more generous terms apply to that vendor’s line items.

15. Changes to this Policy

We may update this policy for clarity and legal compliance. The version date above will indicate the latest update.

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