Payments, Cancellation & Refund Policy
Last updated: 25 June 2026
This policy governs all financial transactions, booking deposits, and cancellation requests made through Happyn. By initiating a booking, both the Customer and the Vendor agree to these financial terms. This policy forms part of our Terms of Service.
1. Payment & Transaction Flow
- Platform role: Happyn acts as a limited payment-collection agent for the Vendor. When a Customer pays, the Platform holds the funds in a secure account until the event is completed.
- Fee transparency: All quotes clearly display the Vendor Fee (the cost of the service), the Service Fee (the buyer-facing fee for using the marketplace, currently 8% of the booking), and any applicable Taxes (state or local sales taxes). The Service Fee is refunded in full whenever a Vendor cannot fulfill an order; see §2 for how refunds are determined by reason.
- Payment methods: We accept major credit cards, processed securely via Stripe. All transactions are processed in USD unless otherwise specified. We do not store full card numbers on our servers.
2. How Refunds Are Determined
Refunds track fault and whether value was delivered, not a blanket time window. Every refund is assigned a reason that determines how the Service Fee is treated:
| Reason | Item & Tax | Service Fee |
|---|---|---|
| Vendor declines, no-shows, or can't fulfill | Full refund | Full refund |
| Platform error (e.g. duplicate or mischarge) | Full refund | Full refund |
| Item defective or not as described | Full refund | Full refund |
| You cancel after booking, before fulfillment | Full refund | Refunded less a flat cancellation fee |
| Change of mind on a sellable returned product | Refund (less return shipping if applicable) | Refunded less the processing cost we incur |
The flat cancellation fee (currently $10) is disclosed at checkout and is never more than the Service Fee you paid. Services may forfeit a deposit to the Vendor on cancellation per the Vendor's booking agreement, shown at checkout.
3. Vendor "No-Show" & Substandard Service
- Vendor default: If a Vendor fails to appear or cancels within 48 hours of an event, the Customer is entitled to a 100% full refund (including the Service Fee).
- Dispute period: Customers have 48 hours post-event to file a "Quality Dispute" if the service provided was materially different from the booking description.
- Resolution: The Platform reserves the right to hold funds for up to 14 days while investigating a dispute. Our decision on the refund amount is final.
4. Retainers & Deposits
Some bookings require a non-refundable "Save-the-Date" Retainer. These are clearly marked and are not eligible for refund under any circumstances unless the Vendor cancels the booking.
5. Chargeback Protection
- Agreement to policy: By booking, Customers agree not to initiate a credit card chargeback for services that were delivered or for cancellations already resolved under the reasons above.
- Evidence: The Platform will provide this agreement and event communication logs as evidence to the bank to contest any unauthorised chargebacks.
6. Re-scheduling
If a Customer wishes to change the date of an event, it is considered a cancellation of the original date and a new booking for the second date, unless the Vendor explicitly agrees in writing (via the app) to a date-transfer without penalty.
7. Force Majeure (the "Acts of God" Clause)
A "Force Majeure Event" is any occurrence beyond the reasonable control of the Platform, Vendor, or Customer that makes the event illegal or impossible to perform, including but not limited to:
- Natural disasters (hurricanes, floods, earthquakes);
- Government-mandated lockdowns or states of emergency;
- War, terrorism, or civil unrest; and
- Widespread utility or internet infrastructure failure.
If a Force Majeure Event occurs, the affected party is excused from their performance obligations without being considered in "Default" or "No-Show" status.
Financial resolution: The Customer shall receive a refund of the Vendor Fee, unless the Vendor has already performed non-recoverable preparation (e.g., custom catering supplies already purchased), in which case the Vendor may retain a portion of the fee to cover those verified expenses. Because the Platform has already provided the service of discovery, matching, and booking, the Service Fee remains non-refundable. The parties are strongly encouraged to use the Platform to reschedule; if rescheduled, all previously paid fees are applied to the new date.
Notice: The party claiming Force Majeure must notify the other party and the Platform via in-app messaging within 24 hours of the occurrence.
8. Vendor Payouts
Once an order is confirmed and the event is successfully completed, the held payment is captured and released to the Vendor on our recurring bi-weekly payout schedule. Payouts run every two weeks on a Friday: after the event completes and any dispute window has passed, funds are included in the next scheduled payout — generally within about two weeks of completion, pending any customer disputes. See our Vendor Payments terms for details on commission, taxes, and 1099-K reporting.
9. Finality of Decisions
Happyn serves as the final arbiter in determining whether a cancellation qualifies as a "Force Majeure Event" based on local government declarations and verifiable news data. For the binding terms applicable to sellers, see our Sellers Policy and Vendor Agreement.