Cancellation & refund policy

1. Scope

This policy applies to every booking made through Clouplan between a client and a supplier, and forms part of the Clouplan terms accepted by both parties at booking.

• •It governs deposits, balance payments, cancellations, date changes, no-shows and refunds.
• •It applies in addition to your rights under the Consumer Protection Act 68 of 2008, which are not limited by anything in this policy.
• •A supplier may not impose cancellation terms that are less favourable to the client than this policy.

2. Deposits and payment schedule

• •A booking is confirmed only once the deposit has been paid through Clouplan. Until then the date is not held.
• •Each supplier sets their deposit percentage (minimum 50%), the deposit due date and how many days before the event the balance falls due.
• •The deposit compensates the supplier for holding your date and turning away other work, and is treated as a reasonable cancellation charge as contemplated in section 17 of the Consumer Protection Act.
• •Funds are held by Clouplan and released to the supplier after the service date, subject to this policy.

3. Client cancellations

Refunds are calculated on the amount actually paid to Clouplan and are based on how many days remain before the event date.

• •The deposit secures your date and is non-refundable within 30 days of the event.
• •Cancellation more than 60 days before the event: deposit refunded less a 10% Clouplan admin fee.
• •Cancellation 31–60 days before the event: 50% of the deposit is refunded.
• •Cancellation 30 days or fewer before the event: no refund, and the balance is no longer due.
• •If a supplier cancels at any time: the client is refunded in full for that booking.

4. Date changes and postponements

• •A date change is not a cancellation. If the supplier is available on the new date and agrees in writing through Clouplan messaging, your deposit and payments transfer to the new date at no penalty.
• •One free date change is allowed per booking, provided it is requested more than 30 days before the original event date.
• •If the supplier is not available on the new date, the request is treated as a client cancellation under section 3 and refunded accordingly.
• •Any price difference for the new date (for example peak-season rates) must be agreed in writing before the change is confirmed.

5. Supplier cancellations and no-shows

• •If a supplier cancels a confirmed booking, the client is refunded in full for that booking, including the deposit and any platform fees charged on it.
• •A supplier who fails to arrive or does not deliver the booked service is treated as having cancelled, and the same full refund applies.
• •Clouplan may recover the refunded amount, and the client's reasonable proven additional costs, from the supplier's future payouts.
• •Repeated cancellations or a no-show may result in suspension or permanent removal of the supplier's listing.
• •Clouplan is an intermediary and does not itself perform the event services, so it cannot guarantee that an alternative supplier will be available for your date.

6. Partial delivery and service disputes

• •If the service delivered differs materially from what was booked, raise it through Clouplan messaging within 7 days of the event so there is a record.
• •Clouplan will review the booking record, quote, messages and any evidence supplied by both parties, and may hold the payout while the dispute is reviewed.
• •Where a shortfall is established, a proportional refund may be issued from the amount held.
• •Complaints raised after the payout has been released must be resolved directly between the client and supplier, although Clouplan will still assist with the record.

7. Force majeure

• •Neither party is in breach where performance is prevented by an event genuinely beyond their control, such as a natural disaster, a government prohibition, a national disaster declaration or the death of the client or supplier principal.
• •The first remedy is to postpone: the booking transfers to a mutually agreed new date at no penalty.
• •If no new date can be agreed within 90 days, the client is refunded all amounts paid less costs the supplier has already reasonably and verifiably incurred.
• •Supporting documentation may be requested before a force majeure refund is processed.

8. How to cancel and how refunds are paid

• •Cancel from the booking in your Clouplan event page, or through Clouplan messaging. The date and time your request is received determines which refund tier applies.
• •Refunds are approved within 5 business days and paid back to the original payment method.
• •Allow up to 10 business days for the funds to reflect, depending on your bank or card issuer.
• •Refunds are made in the original currency. Clouplan does not carry bank charges or exchange-rate differences applied by your bank.

9. Non-refundable amounts

• •The Clouplan admin fee stated in section 3 for cancellations more than 60 days out.
• •Third-party costs the supplier has already paid on your behalf and can evidence, such as non-refundable venue or travel deposits.
• •Custom or made-to-order items already produced, such as printed stationery, tailored garments or perishables already prepared.

10. Chargebacks

• •Please use this policy and Clouplan support before lodging a chargeback with your bank — it is faster and keeps the booking record intact.
• •Where a chargeback is lodged for an amount already refunded or lawfully retained, Clouplan may recover the amount and any bank fees from the party responsible.

11. Changes to this policy

• •Clouplan may update this policy. The version in force on the date your booking was confirmed is the version that applies to that booking.
• •Material changes are announced in-app at least 14 days before they take effect.