Cancellation &Refund Policy
Clear rules for cancellations, refunds, and escrow protection on WedSpace.
1. Policy Overview
This Cancellation & Refund Policy explains how cancellations, refunds, disputes, and escrow refunds work on WedSpace.
It applies to couples and vendors/venues using Deal Room OS, including milestone-based escrow payments.
This policy describes platform-level rules. Your quote, contract, invoice, and booking terms may add additional conditions (and may differ by vendor).
2. Key Definitions
Escrow: Funds held securely by WedSpace (or its payment partners) until release conditions are met.
Milestone: A stage of work/payment (e.g., Booking Amount, Event Day, Final Delivery).
Release: When escrow funds are transferred to the vendor after a milestone is satisfied.
Dispute: A formal process initiated when a party challenges a release/refund decision or service delivery.
3. How Escrow Works (What It Guarantees)
Escrow is designed to reduce risk for both parties by holding funds until agreed milestones are reached.
Escrow does not change the underlying agreement between a couple and a vendor; it enforces payment timing and records an audit trail.
If a booking is cancelled or disputed, escrow funds may be refunded, partially refunded, or released depending on the contract terms and the dispute outcome.
To maximize protection, keep key decisions inside Deal Room OS (quote/contract/invoice messages) so there is a clear, timestamped record.
4. Milestones, Partial Payments & Partial Refunds
Some deals use multiple milestones (e.g., Booking Amount, Event Day, Final Settlement). Each milestone is treated separately for release/refund decisions.
If a dispute only affects one milestone, we may lock only that milestone amount while other milestones continue normally (depending on contract terms).
Partial refunds are possible when partial work has been completed and is supported by evidence and the signed contract terms.
5. Cancellations by Couples (Customer-Initiated)
Cancellations may be initiated from Deal Room OS or by contacting Support.
Refund eligibility depends on (a) milestone status, (b) whether work has started, and (c) the vendor’s cancellation terms in the contract/booking.
If funds are still locked in escrow and the vendor has not met the release conditions, refunds are generally easier and faster to process.
If a milestone has already been released, further refunds may require vendor approval or a dispute decision based on evidence and contract terms.
6. Rescheduling / Date Changes
If you want to reschedule, do it in writing (in Deal Room OS) as soon as possible so both parties can confirm availability and updated terms.
Reschedules may require a revised quote/contract and updated milestone dates.
If the vendor is unavailable for the new date, the situation may be treated as a cancellation and handled under the contract terms and escrow status.
7. Cancellations by Vendors (Vendor-Initiated / No-Show)
If a vendor cancels without providing an agreed substitute, the couple may be eligible for a full or partial refund of locked escrow funds, subject to verification and contract terms.
If a vendor fails to deliver against a milestone, the couple may initiate a dispute and request a refund for the affected milestone amount.
If the vendor can prove fulfillment (or partial fulfillment) under the contract, escrow may be partially released or withheld based on the dispute outcome.
8. Force Majeure (Unexpected Events)
Some events (natural disasters, government restrictions, venue shutdowns) may qualify as force majeure depending on the signed contract.
Where applicable, we encourage rescheduling first; otherwise refunds/releases follow the contract’s force majeure clause and milestone status.
If the contract is unclear, we may request evidence from both parties and apply a fair outcome based on platform principles and applicable law.
9. Refund Eligibility & Exclusions
Platform fees (if any) may be non-refundable unless required by law or explicitly stated at checkout.
Some services are inherently non-refundable once performed (e.g., completed deliverables already accepted), subject to contract terms.
Chargebacks or payment reversals initiated outside the platform may pause Deal Room actions while we investigate and work with the payment provider.
10. Disputes & Resolution Process
Either party can raise a dispute when there is a disagreement about delivery, milestone completion, or cancellation terms.
We may request evidence (messages, files, invoices, timelines, and contract clauses) to make a fair decision.
During a dispute, escrow funds related to the disputed milestone may remain locked until resolution.
Once resolved, we will either refund the eligible amount to the couple or release the eligible amount to the vendor (or both, if split).
11. Chargebacks & Fraud Prevention
If you file a chargeback with your bank, we may temporarily restrict actions on the relevant deal while the payment provider investigates.
We may share relevant deal records (timestamps, receipts, and communication logs) with the payment provider to respond to chargebacks.
Filing false or abusive chargebacks can lead to account restrictions.
12. How to Request a Cancellation or Refund
Use Deal Room OS to open the relevant quote/contract/invoice and choose the available action (reject, dispute, or request changes), where applicable.
If the action is not available in your stage, contact Support and include your booking ID and the document number (quote/contract/invoice).
Provide a short reason and any supporting evidence to speed up processing.
13. Processing Timelines
Refund processing time depends on the payment method and payment provider processing windows (typically a few business days, but it can vary).
Disputes can take longer due to evidence review and back-and-forth confirmations between parties.
We will communicate status updates via in-app notifications and email when available.
14. Policy Updates
We may update this policy from time to time to reflect product changes, escrow workflows, and legal requirements.
Material changes will be reflected on this page with an updated effective date.
Need Help With a Refund?
Contact Support with your booking ID and the relevant document number (quote/contract/invoice).
Note: This policy is informational and does not replace your signed contract terms.