Cancellation by the Booking Customer
A customer may cancel a confirmed booking at any time. The following cancellation penalties apply:
- 24 hours or more before the scheduled start time: Full refund.
-
Less than 24 hours before the scheduled start time:
50% of the booking amount is non-refundable.
- For an hourly-rate booking, the cancellation amount is 50% of the estimated booking amount, capped at the equivalent of two hours at the agreed hourly rate.
- Exception — Last-Minute Bookings: If the booking was made less than 24 hours before the scheduled start time, the Booking Customer may cancel without a cancellation charge.
- No-Show: 100% of the booking amount is non-refundable.
Any applicable cancellation amount may be paid to the affected Entertainer or Venue Owner, less applicable VAE fees, payment-processing fees, refunds, or adjustments.
Cancellation by an Entertainer or Venue Owner
If an Entertainer or Venue Owner cancels a confirmed booking, the other participant is not charged a cancellation-policy fee for that cancellation, and no cancellation-policy invoice is issued against that participant.
If the customer had already paid an amount through VAE for that booking, the customer remains entitled to a full refund of that amount. VAE processes any such refund through its payment processor as part of its payment and Support review; the app does not issue these refunds automatically, and the time for a refund to appear can depend on the payment processor and the customer's bank. To request or check on a refund for a provider-cancelled booking, contact VAE Support.
Repeated late cancellations or No-Shows may result in warnings, booking restrictions, account suspension, or account deactivation.
Exceptions
VAE may waive or adjust cancellation penalties when appropriate, including for:
emergencies or safety concerns; severe weather or other events outside a user's reasonable control; cancellation caused by the other party; duplicate or erroneous bookings; or other circumstances VAE determines warrant an exception.
VAE may request reasonable documentation when reviewing an exception.
No-Shows
Users are expected to be available and ready to fulfill their responsibilities at the scheduled booking time.
A user may be considered a No-Show if they fail to appear, perform, provide access to a venue, or otherwise participate in a confirmed booking without properly cancelling or communicating with the other party.
Users should communicate any expected delay or inability to complete a booking as soon as reasonably possible through VAE's available communication tools.
A No-Show may result in:
the booking being treated as a cancellation; forfeiture of some or all amounts paid; compensation being provided to the affected Entertainer or Venue Owner, when applicable; a full refund to the customer when the Entertainer or Venue Owner is responsible for the No-Show; and account warnings, booking restrictions, suspension, or deactivation for repeated or serious violations.
VAE may review booking details, communications, and other relevant information when determining whether a No-Show occurred and how this policy should apply.
VAE may waive or adjust No-Show penalties when circumstances outside the user's reasonable control prevented the booking from being completed.
Reporting, Blocking & Cancellation Charges
Reporting or blocking another user is a safety and trust action. It does not automatically waive cancellation charges that may apply to a confirmed booking.
If blocking another user cancels an eligible confirmed booking that carries a cancellation amount greater than zero, VAE may review the circumstances of the cancellation. Following that review, VAE may:
- waive the cancellation fee; or
- apply the Cancellation Policy accepted for that booking.
If VAE applies the policy, a cancellation-policy invoice may be issued to the payer.
Cancellation-policy invoices are not handled through the ordinary in-app invoice-dispute process. A user may contact VAE Support regarding exceptional circumstances. Contacting Support does not automatically suspend, void, refund, or reverse an invoice.
Blocking does not restore, continue, or reinstate a cancelled booking. The block and the financial resolution of the cancellation are handled separately.
Disputes
Users should contact VAE Support regarding disputes involving cancellations, No-Shows, refunds, or related charges. VAE may review booking information, communications, and supporting documentation when determining how this policy applies.
To contact VAE regarding a cancellation or No-Show concern:
VAE Support
support@vaemediasolutions.com
Policy Violations
Attempts to avoid cancellation penalties, repeated cancellations, fraudulent claims, or misuse of the booking system may result in account restrictions, suspension, or deactivation.
This Cancellation Policy forms part of VAE's Terms of Service. VAE may modify this policy from time to time, subject to applicable law.