Cancellations & Refunds

Last updated: August 10, 2026

This page explains how cancellations and refunds work on Vendalize, in plain language. The formal terms governing each Booking are in the Private Space License Agreement (§9) and the Fee Schedule (§6). If anything on this page conflicts with those documents, the formal documents control.

The short version

• You always have 24 hours after booking to cancel for any reason — full refund, including fees. That's the Review Window, and it applies to every Booking, regardless of which cancellation policy the Property Owner chose.
• After the Review Window, what happens depends on which cancellation policy the Property Owner set on their Listing (Flexible, Moderate, or Strict — explained below) and how close you are to the Booking start time.
• If the Property Owner cancels on you, you get a full refund every time — including all fees. Vendalize doesn't make you eat a fee because someone else changed their mind.
• Force majeure events (severe weather, government orders, emergencies) get a full refund including fees, regardless of which policy applies.

If you're trying to cancel right now, open the Booking on Vendalize and tap Cancel Booking — the app will show you exactly what refund (if any) you'll receive before you confirm.

The 24-Hour Review Window

Every Booking on Vendalize comes with a 24-hour Review Window starting the moment the Booking is confirmed. During the Review Window, the Mobile Vendor can cancel for any reason and get a full refund, including the Mobile Vendor Service Fee.

The Review Window is the same for every Booking and every Listing. The Property Owner cannot opt out of it. The only thing that ends the Review Window early is the Booking start time itself — if your Booking starts less than 24 hours after confirmation, the Review Window ends when the Booking starts.

This is here on purpose. Booking a space for a short-term operation is a real commitment, and we think you deserve a window to reconsider without losing money. It also means an honest mistake — wrong date, wrong location, double-booked — never costs you anything.

After the Review Window: the three cancellation policies

After the 24-hour Review Window, Mobile Vendor cancellations are governed by the cancellation policy the Property Owner chose for their Listing. Every Listing displays its cancellation policy before you book — you'll always know which one applies before you confirm.

There are three policies, ranging from most flexible to most strict:

Flexible

More than 24 hours before the Booking starts: 100% refund of the Booking Fee. Within 24 hours of the Booking start: No refund of the Booking Fee.

The simplest policy. As long as you cancel more than a day before the start, you get the full Booking Fee back.

Moderate

More than 72 hours (3 days) before the Booking starts: 100% refund of the Booking Fee. 24–72 hours before the Booking starts: 50% refund of the Booking Fee. Within 24 hours of the Booking start: No refund of the Booking Fee.

A middle ground. You get a partial refund inside the three-day window, and a full refund if you cancel further out.

Strict

More than 7 days before the Booking starts: 100% refund of the Booking Fee. 72 hours to 7 days before the Booking starts: 50% refund of the Booking Fee. Within 72 hours of the Booking start: No refund of the Booking Fee.

The most protective policy for the Property Owner. You'll see this on Listings where the Property Owner is reserving the space well in advance and has limited ability to rebook on short notice. If you book a Strict Listing fewer than 7 days before the Booking start time, you can still cancel within the 24-hour Review Window — but after that, no Booking Fee refund will apply.

What about the Service Fees?

Vendalize charges two Service Fees on every Booking:

• The Mobile Vendor Service Fee (a small percentage added to what the MV pays), and
• The Property Owner Service Fee (a percentage deducted from the PO's payout).

Here's how they're treated when you cancel:

If you cancel within the Review Window: You get the full Mobile Vendor Service Fee back, along with the Booking Fee. The MV is made whole — Vendalize doesn't keep a fee on a Booking that didn't happen for a good reason.

If you cancel after the Review Window (Mobile Vendor): The Mobile Vendor Service Fee is non-refundable. Booking Fee refund depends on the policy and timing per the tables above.

If the Property Owner cancels on you: You get everything back, including the Mobile Vendor Service Fee. When the PO is the one calling it off, the MV doesn't pay a fee.

Force majeure or Vendalize-initiated cancellation: You get everything back, including the Mobile Vendor Service Fee.

If the Property Owner cancels

Property Owners can cancel a confirmed Booking, but their flexibility is limited and the consequences are stronger than the Mobile Vendor's.

A PO cancellation falls into one of two categories:

Qualifying cancellation

If the PO cancels because of one of these reasons:

• The premises become unavailable (sale, lease, redevelopment, primary tenant requirement)
• An emergency or safety hazard at the property
• A government order, zoning restriction, or safety closure
• Force majeure (severe weather, government action, civil unrest, utility failure)
• A material breach by the MV that wasn't cured within 48 hours of notice

…then the MV gets a full refund including all fees, and the PO forfeits their payout for the Booking but doesn't lose anything beyond that.

Non-qualifying cancellation

If the PO cancels for any other reason — they got a better offer, they changed their mind, they decided not to host the activity — then the MV still gets a full refund including all fees, and the PO forfeits both their payout and the Property Owner Service Fee that would have applied to the Booking.

This is on purpose. Discretionary PO cancellations damage trust in the marketplace, and we don't want the platform to subsidize that behavior. The PO Service Fee Vendalize retains in this case isn't a penalty — it's the fee Vendalize earned by providing the platform that brought the Booking together, which the PO doesn't get to claw back by walking away.

A note on PO discount programs: Property Owners on volume-discount, partnership, or nonprofit rates pay a reduced PO Service Fee on normal Bookings. On a non-qualifying cancellation, the discount doesn't apply — forfeiture is computed at the standard base rate. Repeated non-qualifying cancellations may also affect a PO's listing visibility and account standing.

Force majeure

If a Booking is cancelled because of an event genuinely outside anyone's control — severe weather rendering the space unsafe, a government-ordered closure, a declared public health emergency, civil unrest, a utility failure — the MV gets a full refund including all fees. The PO forfeits their payout for the Booking but does not forfeit their Service Fee.

Either side can invoke force majeure through the cancellation flow, with supporting documentation (a government notice, a weather advisory, a photo of the conditions). Vendalize records the documentation in the Booking record. Vendalize doesn't adjudicate whether a force majeure claim is "valid" — that's between the parties, with the documentation in the record if it ever needs to be reviewed.

Vendalize-initiated cancellation

In rare cases, Vendalize itself may cancel a Booking — for example, if a Listing is suspended for a policy violation, if a user's account is terminated, or if there's a verified platform error. When this happens, the MV always gets a full refund including all fees. Payout treatment for the PO depends on why the cancellation happened.

After the Booking has started

Once a Booking has started, cancellation no longer entitles either side to a refund of the Booking Fee or the Mobile Vendor Service Fee. If something goes wrong mid-Booking that's the other party's fault, that's a dispute — not a cancellation — and you should contact us at support@vendalize.space.

The only exception is force majeure that genuinely makes the Booking impossible to continue (e.g., an evacuation order issued mid-Booking), which is handled per the force majeure section above.

How refunds and forfeitures actually flow

When a cancellation goes through:

1. The MV refund is computed and issued immediately, to the original payment method. The MV doesn't have to wait on anything else to settle.
2. Separately, Vendalize adjusts or recovers the PO side — reducing the PO's payout, withholding a payout that wasn't disbursed yet, or recovering a forfeited fee from a future payout. None of this delays the MV's refund.

The principle here matters: when you're the one being made whole, the platform doesn't keep you waiting while it sorts out the other side. MV refunds are first in line and independent of everything else.

Refunds typically appear on your statement within 5–10 business days after the cancellation, depending on your bank or card issuer.

How to actually cancel

1. Open the Booking on Vendalize.
2. Tap Cancel Booking.
3. The app will show you exactly what refund (if any) you'll receive based on the current time, the Booking start, and the applicable policy — before you confirm.
4. Review the amount and confirm.

If you're a Property Owner cancelling, you'll also be asked to select a reason (one of the qualifying grounds above, or "another reason") and may optionally upload supporting documentation. The consequence — including any Service Fee forfeiture — is shown before you confirm.

When things go wrong

If a Booking ends in a dispute — damage, misrepresentation, no-show, premises issue — that's not a cancellation, it's a dispute, and the place to start is support@vendalize.space. The cancellation policy on this page covers only the act of cancelling a Booking; what happens during or after a completed Booking is a separate process.

If you believe a refund was computed incorrectly, contact support@vendalize.space with the Booking ID and we'll look into it.

Cancellation policy summary table

Questions?

Reach out at support@vendalize.space. For the formal terms, see the Private Space License Agreement §9 and the Fee Schedule §6.

Plain-language summary only — the formal documents (License Agreement §9, Fee Schedule §6) control in the event of any conflict.