Effective: September 9, 2026
Kermeza acts as a marketplace connecting customers with independent event vendors. All cancellations and refunds are governed by this policy regardless of individual vendor preferences.
Every new booking has a 24-hour grace period during which it can be cancelled for a full refund, as long as the event is still more than 14 days away. Once your event is 14 days away or less, cancellations are non-refundable no matter when the booking was made or when you cancel.
| Scenario | Refund |
|---|---|
| Within 24 hours of booking, event more than 14 days away | 100% refund |
| After the 24-hour grace period, event still more than 14 days away | 75% refund (25% of deposit retained) |
| Event is 14 days away or less | Non-refundable, regardless of when you cancel |
Platform service fees are non-refundable in all cases.
To cancel, the customer must submit a cancellation request through their Kermeza account before the applicable deadline.
If a confirmed vendor cancels, the customer receives a 100% refund of all amounts paid (deposit + balance + platform fee), regardless of how close the event is. Kermeza will attempt to help the customer find an alternative vendor. Vendors who cancel confirmed bookings may be subject to account suspension.
Bookings paid through Affirm are subject to this same policy. Refunds are returned to the Affirm loan; the customer's outstanding loan balance is reduced accordingly. Affirm's own terms govern any interest already accrued.
In the event of circumstances beyond the control of either party (natural disaster, government order, declared emergency), Kermeza may cancel affected bookings and issue full refunds at its sole discretion.
Refunds are issued to the original payment method within 5–10 business days of cancellation confirmation. Stripe processing times may vary.
Log in → Bookings → select booking → “Request Cancellation”. Cancellations submitted by email or phone are not valid until confirmed in the platform.
Questions: support@kermeza.com. Legal entity: [KERMEZA LEGAL ENTITY NAME].