§1Introduction
This policy supplements the Terms of Service and defines the rules for cancellation, refunds and dispute resolution for services booked via Plaany.
The goal: give every party clear and fair visibility on plan changes, and prevent disputes through transparent rules shown before every confirmation.
§2General principles
- Any cancellation must go through the Platform. Cancellations by phone, SMS, or direct email are not enforceable.
- A confirmation screen shows the exact refund amount and withheld portion before final validation.
- The deposit (0 %, 20 % or 30 %) paid to the Provider at booking is non-refundable when the Planner cancels, except in force majeure or Provider cancellation.
- The Planner may cancel either the entire event or an individual service within a composite event.
- Deadlines are calculated in calendar days from the scheduled service date.
§3Planner cancellation
| Notice | Deposit | Balance (escrow) | Total refunded |
|---|---|---|---|
| > 30 days | Withheld | 100 % refunded | Total − deposit |
| 15 to 30 days | Withheld | 50 % refunded | 50 % of balance |
| 7 to 14 days | Withheld | 25 % refunded | 25 % of balance |
| < 7 days | Withheld | Not refunded | €0 (except force majeure) |
§4Provider cancellation
If the Provider cancels, the Planner is fully refunded (deposit + balance) without delay. The Provider may be penalised in public reliability stats, suspended on repeated late cancellations, or charged a flat penalty in bad-faith cases.
§5Force majeure
Force majeure (unforeseeable, irresistible, external) opens specific handling:
- Serious illness with medical certificate.
- Death of a first-circle relative.
- Official health lockdown preventing performance.
- Natural disaster or terrorist act in the service zone.
- Major failure of an essential third-party service.
In such cases, Plaany assesses the file individually and may grant a full refund (deposit included), reschedule without fees, or issue a 12-month credit.
§6Non-conformity & disputes
If delivered service doesn't match the accepted brief, the Planner has 48 h after the scheduled service date to open a dispute from the Platform. Balance stays in escrow during that window.
Procedure
- Open the dispute with motivated description and evidence.
- Immediate notification to the Provider, who has 72 h to respond.
- Mediation by the Plaany team based on adversarial elements.
- Motivated decision within 7 business days.
- Execution of the decision.
§7Refund procedure
All refunds are processed via Stripe to the original payment method. Effective receipt depends on your bank:
- Card (Visa, Mastercard, Amex): 3 to 10 business days.
- Bancontact, iDEAL, SEPA transfer: 5 to 7 business days.
- Apple Pay / Google Pay: depends on the underlying card.
§8Chargebacks
If a user opens a chargeback without first using the Plaany dispute process, Stripe-imposed fees (up to €15 per dispute) may be passed on to the initiating party if the chargeback is deemed unfounded.
We strongly recommend using Plaany mediation first — faster, fairer, and free.
§9Mediation & extrajudicial dispute resolution
- Belgian Consumer Ombudsman (free, impartial): mediationconsommateur.be.
- EU Commission ODR platform: ec.europa.eu/consumers/odr.
- Recognised mediation centres in France and the Netherlands.
§10Contact
- From your account: Help → Contact us.
- By email: hello@plaany.com (subject: "Cancellation" or "Dispute").
Response within 48 business hours maximum.
We reply in under 48 hours.
If this document doesn't cover your situation or something isn't clear, write to us directly — no forms, no bots.
hello@plaany.com