§1Introduction
This policy supplements the Terms of Service. It sets out the rules for cancellations, refunds and handling problems for services booked and paid through Plaany.
The aim: everyone knows, before booking, what happens if plans change.
§2General principles
- A cancellation is made from the Platform, service by service. To cancel a whole event, you cancel each of its services. A cancellation announced by phone or by direct message is not enough.
- Before you confirm, a screen shows the exact amount refunded and the part withheld.
- The deposit paid to the Provider (0%, 20% or 30%, depending on their Offer) is not refunded when the Planner cancels, except within the 48-hour flexibility window described below.
- Deadlines are counted in calendar days up to the event date.
- A service can no longer be cancelled on the Platform once the event date has passed, or while a reported problem is being examined.
§3Cancellation by the Planner
The refund covers the balance (the price minus the deposit) and depends on how long before the event you cancel:
| Time before the event | Deposit | Balance refunded |
|---|---|---|
| More than 30 days | Kept by the Provider | 100% |
| 15 to 30 days | Kept by the Provider | 50% |
| 7 to 14 days | Kept by the Provider | 25% |
| Less than 7 days | Kept by the Provider | 0% |
The part of the balance that is not refunded goes to the Provider, with no Commission. This scale reflects the fact that a Provider blocks a date, turns down other requests and incurs preparation costs: the later the cancellation, the less they can make up for it.
§4Cancellation by the Provider
If the Provider cancels, the Planner gets a full refund (deposit and balance), and Plaany restarts the search with other providers. For the Provider:
- the deposit already received is taken back;
- the cancellation counts towards the reliability rate shown on their profile (rolling 12 months);
- repeated cancellations can lead, after review by the team, to the suspension of their account.
A cancellation decided by the Plaany team (for example after a report) is treated as a cancellation by the Provider.
§5Force majeure
A case of force majeure within the meaning of Article 5.226 of the Belgian Civil Code (an impediment that is not attributable to the party concerned, unforeseeable and unavoidable: a natural disaster, an official ban on gatherings, the death of an immediate family member, etc.) is examined case by case. Write to us before the event date, with supporting evidence.
Depending on the situation, Plaany may:
- cancel the service with a full refund, deposit included;
- help you agree on another date with the Provider, if they agree.
§6A problem with the service
The balance is paid to the Provider automatically two days after the event date. If the Provider did not show up or the service does not match the accepted Offer, report it before this payout:
- Write to us from the contact form in your account (category "Payments") or at hello@plaany.com (subject: "Dispute"), with a description and your evidence (photos, screenshots, messages).
- The team blocks the payout of the balance while it examines the case, and asks the Provider for their side of the story.
- A reasoned decision is sent to both parties, normally within 7 business days.
- Depending on the decision, the balance is paid to the Provider, or refunded in full or in part to the Planner.
Once the balance has been paid out, Plaany can no longer block it; a disagreement is then settled directly with the Provider, with Plaany's help if needed, or through the mediation described in §9.
§7Refunds
Refunds are made by Stripe, to the payment method used. How long they take to reach you depends on your bank, usually 5 to 10 business days. For a payment whose funds are not yet available (some bank transfers), the refund may take one or two extra days.
§8Chargebacks
If you dispute a payment with your bank, the payment is frozen on Plaany for the duration of the procedure, including the payout to the Provider. Come to us first: it's quicker and it's free.
§9Mediation
If the solution offered by Plaany does not suit you, you can refer the matter, free of charge, to:
- the Belgian Consumer Ombudsman Service: consumerombudsman.be;
- if you live in another EU country, one of the dispute resolution bodies listed by the European Commission: consumer-redress.ec.europa.eu.
§10Contact
For an ongoing cancellation, a refund or a problem:
- from your account: the contact form;
- by email: hello@plaany.com (subject: "Cancellation" or "Dispute").
We reply within 48 business hours.
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