Cancellation and Refund Policy

1. Purpose and Scope

This Cancellation and Refund Policy is the canonical source for all cancellation, rescheduling, refund, and no-show rules on the Peer Creators Platform. It applies to every confirmed booking — venue, service, or bundled — made through the Platform, and forms part of the Terms of Use (Policy Pack v2.1).

It balances Clients' need for flexibility and protection with Hosts' and Creators' reliance on confirmed bookings and preparation costs. Where any other document conflicts with this Policy on cancellation matters, this Policy prevails.

2. Universal Rules (All Bookings)

2.1 24-Hour Grace Period

Every confirmed booking includes a one-time grace period. A Client may cancel for a 100% refund (including Platform Fees) if:

• the cancellation is made within 24 hours of booking confirmation, and
• the booking start time is at least 48 hours away.

Bookings made less than 48 hours before start are not eligible for the grace period.

2.2 Timing Measurement

All cancellation deadlines are measured from the booking's scheduled start time in the Platform's recorded timezone (Asia/Dubai unless otherwise stated). Server timestamps are authoritative.

2.3 Refund Routing

Refunds are returned to the original payment method where possible. Where the original method is unavailable, refunds may be issued as Peer Creators Credit (non-transferable, non-cashable, no expiry).

2.4 Platform Fees

• Fully refunded when the booking is cancelled during the grace period.
• Fully refunded on any host- or creator-initiated cancellation.
• Fully refunded on Platform-verified issues (misdescribed listings, no access, safety, compliance).
• Non-refundable on Client-initiated cancellations outside the grace period.

2.5 Deposits

Refundable damage deposits are released after the booking under the Damage, Deposits and Claims Policy. Deposits are not consumed by cancellation and are returned in full when a booking is cancelled, regardless of tier.

3. Client Cancellations — Venue Bookings

Hosts select one of three cancellation tiers for each venue listing. The tier is disclosed on the listing and at checkout. The Client accepts the applicable tier at the point of booking.

3.1 Flexible

Typical use: short shoots, meet-ups, and studios that can quickly re-book last-minute gaps.

3.2 Moderate

Typical use: half- and full-day productions, workshops, and events that require setup and block calendar availability.

3.3 Strict

Typical use: multi-day productions, exclusive-use venues, and high-demand dates where the host loses substantial re-booking opportunity.

4. Client Cancellations — Service Bookings

The same three tiers (Flexible, Moderate, Strict) apply to Creator and Service Provider bookings, using the identical timing bands and refund percentages set out in Section 3. The tier is selected by the Creator per service and disclosed at checkout.

4.1 Pre-Production Cost Recovery

Where a Creator has incurred verifiable pre-production costs (crew deposits, equipment rental, location scouting, travel bookings, purchased props or wardrobe) before a Client's cancellation, the Creator may recover those documented costs from the refundable portion. The Creator must submit itemised evidence within 72 hours of the cancellation. The Platform reviews and applies deductions consistent with the Dispute Resolution Policy.

5. Rescheduling

All rescheduling requests are subject to availability and to written acceptance by the host or creator via Platform messaging.

• Requests made outside the "no refund" window of the applicable tier carry no penalty; full booking value is applied to the new date.
• Requests inside the 50%-refund window may be accepted at 50% credit toward the new date, with 50% forfeited.
• Requests inside the "no refund" window are treated as cancellations under the applicable tier.
• The rescheduled booking retains the original cancellation tier and its timing bands re-measure from the new start time.
• Only one reschedule is permitted per booking unless both parties agree in writing.
• Any price difference at the new date/time is payable by the Client before confirmation.

6. Bundled Bookings

A bundled booking combines a venue and one or more services in a single checkout. Each component retains its own cancellation tier and is evaluated independently.

• Cancelling one component does not automatically cancel the others; the Client may keep the remaining components active.
• Refunds for each component are calculated against that component's tier and its own timing to the shared start.
• Platform Fees are apportioned across components and refunded per the rules above.
• Where a component becomes unusable due to another component's cancellation (for example, a service that requires the specific venue), the Client may request a full re-evaluation; the Platform decides based on evidence.

7. No-Shows

7.1 Client No-Show

A Client is a no-show if they do not arrive and cannot be reached within 30 minutes of the scheduled start time. No refund is issued and the booking amount is released to the host or creator, less Platform Fees. The Client remains liable for any documented damages or overtime.

7.2 Supply Side No-Show

A host or creator is a no-show if they fail to make the space available or fail to appear within 30 minutes of the scheduled start. The Client receives a 100% refund including Platform Fees, and the incident is logged against the supply-side account under Section 9.

7.3 Evidence

The reporting party must submit evidence within 24 hours: timestamped photos or video, Platform messages, arrival attempts, and (where relevant) location data. The Platform treats the absence of Platform messages attempting contact as a material weakness in a no-show claim.

8. Misdescribed Listings

A listing is misdescribed if the space or service materially differs from the listing content in a way that prevents the Client from using it as advertised (missing essential amenities, wrong size or layout, unsafe conditions, unavailable equipment).

• The Client must report the issue via Platform messaging within 2 hours of the scheduled start.
• The report must be substantiated with timestamped photos or video and a description of the discrepancy against the listing.
• The host or creator has a right to remedy where the issue is fixable within a reasonable time.
• Where not remediable, the Client is entitled to a full refund (including Platform Fees) or, where partial use occurred, a proportionate refund. Peer Creators Credit may be offered for materially disrupted bookings.

Cosmetic differences that do not affect usability do not qualify as misdescription.

9. Supply Side Cancellations

Hosts and creators are expected to honour confirmed bookings. Cancellations initiated by the supply side always entitle the Client to a 100% refund including Platform Fees, and incur the following consequences:

Repeat offender escalation. Two supply-side cancellations within 90 days trigger a mandatory review; three within 180 days trigger delisting for a minimum of 90 days. Persistent patterns result in permanent removal under the Trust, Safety, Reporting and Enforcement Policy.

10. Major Disruptive Events

Cancellations caused by government restrictions, natural disasters, severe weather, serious illness or bereavement, or other qualifying events are handled under the Major Disruptive Events Policy. Approved cases may result in full refunds, waived penalties, or Peer Creators Credit for either party, regardless of the applicable tier.

11. Disputes, Abuse and Interpretation

• Disputes about cancellation, no-show, or misdescription are resolved under the Dispute Resolution Policy using documented, timestamped Platform evidence.
• Unauthorised payment chargebacks may result in account suspension pending resolution.
• Repeated abuse of the refund, reschedule, or no-show system — by either side — may result in reduced protections, restricted features, or account termination under the Trust, Safety, Reporting and Enforcement Policy.
• Peer Creators reserves final authority to interpret and apply this Policy fairly, neutrally, and consistently across the marketplace.