Refund and cancellation policy

BookSpace applies one cancellation policy to every booking on the platform — hosts and providers cannot set their own. You receive a full refund if you cancel within 24 hours of paying, whatever the event date. Between 24 hours and 3 days after paying, a full refund is still available if your event is at least 30 days away — past that point the host can no longer rebook the date, so nothing is refunded. After 3 days from payment nothing is refunded. The clock runs from when you pay, not from the event date. The exact refund amount is shown to you at the moment you cancel, before you confirm.

BookSpace charges no cancellation fee — the tier that applies is the refund you receive. The refund covers the deposit you paid and our own charge on the booking. The only thing not returned is the processing fee, which is the payment provider’s charge for taking the payment and is not recoverable once collected.

The refund applies to the money you paid through BookSpace, which where a deposit applies is the deposit rather than the whole booking. Any balance you have paid the host or provider directly is a matter between you and them — BookSpace never receives it and cannot refund it. If a host or provider cancels a confirmed booking, everything you paid through BookSpace is returned in full, including the processing fee, and their terms require them to return any balance you have paid them directly. We can act against their account if they do not, but we cannot refund money that never reached us — tell us if it happens.

If your event is prohibited. Where a government order or other legal restriction stops the event from lawfully taking place, the booking is cancelled and everything you paid through BookSpace is refunded in full, including the processing fee — the timing rules above do not apply, because neither you nor the host chose this. It covers an order that prohibits the event itself. It does not cover a change in your own circumstances, weather, traffic, or a venue simply becoming unavailable, which is the host’s cancellation and is dealt with above. Any balance you have paid the host directly remains between you and them.

Refunds are currently issued manually by our team rather than automatically, because our payment provider does not yet support automated reversals. Allow up to 14 working days for the funds to reach your account.

BookSpace applies one cancellation policy to every booking on the platform. You cannot set your own, and you cannot vary it for individual customers.

If the customer cancels: they receive a full refund within 24 hours of paying, whatever the date. Between 24 hours and 3 days after paying they are refunded only if the event is still at least 30 days away — close to the date you keep the deposit, because you can no longer rebook. After 3 days from payment they are refunded nothing. The window runs from when they paid, not from the event date. The refund comes out of the deposit BookSpace holds, and your payout for that booking is reduced by the same proportion or cancelled outright. We also return our own charge on the booking, but that part comes out of our margin and does not affect your payout. Where no refund is due, you keep the deposit in full.

If you cancel a confirmed booking: the customer is refunded everything they paid through BookSpace, including our charges, and your payout for that booking is cancelled. The cancellation is recorded against your account. Repeated cancellations may lead to suspension — an accepted booking is a commitment to honour it.

Money a customer has paid you directly. BookSpace never receives it, does not hold it and cannot refund it. But if you cancel, or you cannot provide what was booked, you must return any balance the customer has already paid you, in full and without deduction. That obligation is yours, not ours — we have no way to reverse a payment that never reached us.

Failing to return it is a breach of these terms. We may record it against your account, withhold or deduct from payouts on your other bookings, and suspend or remove your listings. Where a customer cancels and no refund is due under the policy above, what happens to a balance they have already paid you is a matter between you and them.

If the event is prohibited by law: where a government order stops the event from lawfully going ahead, the booking is cancelled and the customer is refunded everything they paid through BookSpace. Your payout for that booking is cancelled. Neither of you caused it, so unlike a cancellation of your own it is not recorded against your account and does not count towards suspension.

If a completed booking did not go as agreed, either side can report an issue from that booking and our team will review it. We may ask both parties for their account of what happened. The outcome is recorded against the accounts involved.

Reporting an issue is not a claim for compensation. We are a booking platform, not an arbiter of quality: we do not decide whether a space or service was good enough, and we do not award money for a booking that took place. Where the event happened and you are unhappy with it, settling that is between you and the host or provider. What a report does is create a record — and repeated or serious reports lead to suspension or removal from BookSpace, which is the sanction that actually protects the next customer.

Two things sit outside this clause. A booking that was cancelled is governed by the cancellation policy above, not by a report. And we keep the right, at our own discretion, to cancel and refund a booking where something warrants it — a listing that was not what it claimed, or a payment taken in error, for example. That is a discretion we hold, not a remedy you are entitled to.

We act as an intermediary here — we are not arbitrating a legal claim, and nothing in this clause prevents you from pursuing your own remedies.