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Booking & Cancellation Policy

Effective Date: 13 July 2026 · Version 2.0

This policy governs the booking flow, cancellation rights, and refund expectations for Event listings on the Vyete Platform. Vyete does not process or hold payment for a ticket — the attendee pays you directly (see Payment Terms §9). It applies to Experience Providers and attendees alike.

1. Booking Flow

  1. Attendee books an event and, for a paid event, agrees to pay you directly — nothing is charged on the Platform at booking time.
  2. Free events confirm immediately — there's no payment step, so the booking is confirmed the moment it's created.
  3. Paid events land in PENDING until you confirm payment was received (Mark Payment Received on your Dashboard). If you don't confirm within the payment window shown on the booking, it's automatically cancelled and the ticket capacity is released.
  4. You check the attendee in at the event using the check-in code they present — this is the record that the booking was fulfilled.

There is no separate accept/decline step for an individual booking — publishing an event with open capacity is your acceptance of bookings against it, up to that capacity. If you need to decline a specific booking (e.g. it doesn't meet a stated requirement), cancel it directly and contact the attendee.

2. Minimum Cancellation Policy — Platform-Wide Expectation

Vyete does not process refunds for a ticket, since it never held the attendee's payment. The table below is the minimum standard Experience Providers are expected to honour when refunding an attendee directly for a cancellation they request — not a Vyete-processed refund:

| Cancellation Timing (before departure) | Expected Refund From You | |---|---| | 72 hours or more | 100% of ticket value | | 24–72 hours | 50% of ticket value | | Less than 24 hours | At your discretion (may be 0%) | | Event cancelled by you | 100% of ticket value, refunded promptly |

You may offer more generous terms but not less generous than the above. Your policy must be displayed on your listing before an attendee books. If you decline to refund in line with this table, the attendee may raise a dispute (see Payment Terms §9.4).

3. Attendee Cancellations

Attendees cancel their own booking through the Platform (cancelEventBooking). Since Vyete doesn't hold ticket payment, cancelling on the Platform records the cancellation but does not itself trigger a refund — whatever the attendee already paid you directly is refunded by you, in line with Section 2, directly to them.

4. Experience Provider Cancellations

4.1 Permitted Grounds

Experience Providers may cancel a confirmed booking only for:

  • Weather or safety conditions that make the experience genuinely unsafe (must be documented).
  • Force majeure (natural disaster, civil unrest, government prohibition).
  • Minimum participant threshold not met, only if this condition was stated in the listing.

4.2 Prohibited Cancellations

Cancellations for operational convenience — including overcommitment, staff absence without safety grounds, or equipment failure where an alternative was available — are not permissible and will attract penalties under the Performance Standards policy.

4.3 Notice Requirement

You must notify affected attendees at least 6 hours before departure for weather-related cancellations. For safety emergencies or force majeure, notify as soon as practicable.

4.4 Refund on Experience Provider Cancellation

Where you cancel a confirmed booking, you must refund the attendee in full, directly and without delay, for whatever they already paid you. Vyete holds none of that payment and has nothing to withhold or clawback — the refund obligation is between you and the attendee.

5. Group Bookings

For groups exceeding your listed maximum participant count, attendees must contact you via the in-platform messaging system to arrange a custom quote. Custom group bookings are confirmed through the standard booking flow once a quote is agreed. The cancellation policy applied to a custom group booking is the same as your published policy for that experience unless a specific custom policy is agreed in writing via the Platform.

6. No-Show Policy

If an attendee does not appear at the confirmed meeting point within a reasonable time after the scheduled start (typically 15 minutes, or as stated in your listing), you may treat the booking as an attendee no-show. Whatever the attendee already paid you directly is not refundable in this case. Record the no-show against the booking in the Platform to protect yourself in any subsequent dispute.