Policy
Cancellation and refunds
What happens when a booking does not go the way it was sold to you — who is owed what, and how quickly.
Last updated 29 August 2026
Pre-launch draft
BookitUp is not yet taking bookings. This page describes how the service is designed to work and is published so the terms are visible before anyone is asked to pay anything. It has not been through legal review and is not a contract. The binding version will be published before bookings open, and anyone on the waiting list will be told when it is.
The short version
Your advance is designed to be held by a licensed escrow partner rather than passed to the vendor, and released only after the booking has been delivered. That is what makes a refund possible at all: when something goes wrong the money has not reached the vendor, so there is nobody for you to chase. BookitUp initiates the refund; the escrow partner executes it.
The framework below is to be finalised with Pakistani counsel before launch, and the escrow partner is not yet contracted. It is published now so the terms are visible before anyone is asked to pay anything.
What happens in each case
| What happened | What you get | What happens to the vendor |
|---|---|---|
| The vendor does not turn up | 100% refund from escrow within 48 hours | Suspended, listing removed |
| The vendor cancels in advance | Full refund, plus rebooking help at the price you were holding | Penalty debited from future payouts |
| You got less than was agreed | Graded refund against the scope in the booking | Reliability score reduced |
| You dispute the quality | Evidence window, then a 5-working-day resolution | Escalation to independent review |
| You cancel | Per the published tier for that category and notice period | Compensated from that tier |
| Force majeure | Date transferred at no cost; funds stay in escrow | No penalty either side |
If you cancel
Cancellation terms are set per category and by how much notice you give, and the tier that applies to your booking is shown before you pay — not decided afterwards. They differ by category because what a vendor loses by holding a date differs: a wedding hall turning away every other enquiry for 20 December is not in the same position as a bakery with a week's notice.
Where a tier means the vendor keeps part of the advance, that split is visible on the booking before you confirm it, and the balance is returned to you.
If the date has to move
We charge nothing to move a date, subject to the vendor having the new date open. Where the move is due to something outside both parties' control, the funds stay in escrow against the new date and neither side is penalised. If the vendor cannot take the new date, it is treated as a vendor cancellation and the advance is returned in full.
If what turned up is not what was agreed
Raise a dispute from the booking. Because the scope, price and inclusions were written into the booking record before you paid, a dispute is measured against that record rather than against two conflicting memories of a phone call.
There is an evidence window in which to submit photographs, the agreed contract and the chat log, and a five-working-day resolution target after that. Photographs taken on the day are the most useful evidence there is. A partial refund is graded against the difference between what was agreed and what was delivered.
How the money comes back
Refunds return to the method you paid with. BookitUp initiates the refund and the escrow partner executes it; how long it then takes to appear depends on your bank, which is outside our control and is typically a further three to seven working days after the refund is issued.
What is not refundable
- Payment-protection fees on a booking delivered as agreed.
- Costs you incurred outside BookitUp, which we hold no record of and cannot verify.
- A cash advance paid directly to a vendor. Cash can be recorded against a booking, but money that never entered escrow cannot be refunded from it — which is the whole reason to pay through the platform.
Getting hold of us
Disputes and refund questions go toinfo@bookitup.net. Quote your booking reference — it is the identifier that pulls up the scope and terms your booking was agreed on.