C1. Scope and how to request
This policy applies to a Service Agreement that the Client has signed. A withdrawal by either party before signature is not a cancellation under this policy: no Checkout or payment takes place and the platform keeps a record of the withdrawal. After signature, the Client or the Vendor may request a cancellation from the booking page in the XelyVibe app, or through XelyVibe support (support@xelyvibe.com). A request does not itself move money: XelyVibe reviews it and, where a refund is due, executes it.
C2. Amounts and timing
The Vendor amount is the Vendor service price frozen in the booking. The Client service fee is XelyVibe’s fee shown before acceptance and frozen in the booking. The event start is the event date and start time at the Venue, read in the IANA time zone frozen in the contract before the Client signed; times are compared as exact instants. A day is a period of 24 hours. The signature time is the recorded time of the Client’s electronic signature.
A tier applies when the time remaining before the event start is greater than or equal to its lower bound. The grace period ends at the earlier of the two instants in C3 and includes that instant. The refund of the Vendor amount is the percentage of the Vendor amount rounded half up to the cent, and the Vendor amount retained is the remainder.
The refund amounts in C3 to C5 are the TOTAL minimum refund entitlement for the booking, not an additional payment each time a request is made: refunds already paid for the booking count toward it, successful earlier refunds reduce the remaining amount due, and no refund may exceed the amount actually paid and still refundable. For example, if the minimum is $375.00 and $100.00 has already been refunded, the remaining minimum due is $275.00, not another $375.00. Chargebacks and payment reversals, and any refund right that applicable law makes mandatory, are governed separately.
C3. Grace period
A Client may cancel and receive a full refund when the request is made no later than the earlier of (a) 24 hours after the Client signed and (b) 7 days before the event start. The grace period never extends into the final 7 days before the event. During a valid grace period 100% of the Vendor amount and 100% of the Client service fee are refunded, so the Client receives everything paid. XelyVibe does not deduct payment-processing costs from this refund.
C4. Cancellation by the Client after the grace period
Outside the grace period, a Client cancellation is refunded by the time remaining before the event start when the request is made:
30 days or more before the event start: 100% of the Vendor amount is refunded.
14 days or more and less than 30: 75% is refunded and the Vendor keeps 25%.
7 days or more and less than 14: 50% is refunded and the Vendor keeps 50%.
Less than 7 days: 0% is refunded and the Vendor keeps 100%.
The Client service fee is not refunded in these cases.
C5. Cancellation by the Vendor
If the Vendor cancels a signed booking, the Client receives 100% of the Vendor amount and 100% of the Client service fee, that is, everything paid, and the Vendor receives nothing for the booking. XelyVibe may take a Vendor’s cancellation history into account when it reviews the Vendor’s account; this policy applies no automatic penalty.
If the Vendor fails to perform the booked service without an agreed reschedule, the Client may report it through XelyVibe support even after the scheduled event start. XelyVibe may review the evidence and, where a Vendor no-show or non-performance is established, treat it as a Vendor cancellation for refund purposes. This is a manual review: it is not automatic, and XelyVibe does not promise a particular outcome or timing.
C6. Minimum protection and additional refunds
The result of C3 to C5 is the minimum refund, counted as a total as stated in C2. For an ordinary cancellation the Client does not choose the refund amount. The minimum is the Client’s protection and no one may reduce it, including XelyVibe after a manual review.
A refund above the minimum must identify whose money funds it: the Vendor may voluntarily authorize an additional refund from the amount the Vendor would retain, and XelyVibe may voluntarily refund some or all of the Client service fee that XelyVibe retains.
XelyVibe will not reduce the amount the Vendor retains under C4 below the schedule without the Vendor’s agreement merely because a larger refund is desirable. The Vendor’s retained amount may be reduced further without the Vendor’s agreement only where independently justified: a Vendor cancellation; an established Vendor failure to perform, including a no-show; applicable law; a valid chargeback, payment reversal or recovery right; or another right expressly agreed in the booking’s frozen terms.
Neutral emergencies and force majeure (C7) do not by themselves allow XelyVibe to take more of the Vendor’s retained amount. Nothing in this section limits a refund right that applicable law makes mandatory.
C7. Emergencies and force majeure
A serious medical emergency, an accident, an official venue closure, severe weather, a government restriction or another documented circumstance outside reasonable control is reviewed manually by XelyVibe. There is no automatic approval. The contractual minimum in C3 to C5 is always guaranteed.
Where neither party is at fault, the Vendor may voluntarily increase the refund from the amount the Vendor retains, and XelyVibe may voluntarily refund its own Client service fee (C6). The review does not by itself give XelyVibe authority to take more of the Vendor’s retained amount. Applicable law still controls.
C8. What the Vendor keeps
Any part of the Vendor amount that the Vendor keeps under this policy is released to the Vendor only under the normal post-event release rules of the Platform Terms, less the Vendor’s commission calculated on the retained amount at the commission rate frozen in the booking’s financial snapshot. XelyVibe holds the releasable amount until any refund is finished. A Client service fee that is not refunded stays with XelyVibe.
C9. Rescheduling
Rescheduling requires agreement between Client and Vendor and a separately recorded amendment. A rescheduling request is not a cancellation.
C10. Refunds, reversals and unpaid bookings
Refunds are returned to the original payment method through Stripe. Payment administration may require a transfer reversal before a refund when funds were already transferred to the Vendor; a failed reversal or refund requires further review and must not be represented as completed. Processing time depends on Stripe and the payment method; an immediate refund is not promised. If the booking was signed but not paid, no refund arises: the cancellation is recorded and no Checkout will follow. Nothing in this policy removes a refund right that applicable law makes mandatory.
C11. Chargebacks
Chargebacks follow the payment network and issuer processes and are not resolved automatically. Nothing guarantees recovery of funds from a Vendor or prevents a lawful dispute.
C12. Version
This version (xelyvibe-cancellation-policy-v4r2) applies only to bookings whose Vendor assent archived it. A booking signed under an earlier version keeps that version.