§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