Refund Policy
Understanding your payment protection and cancellation options on Vensho
Last updated: April 2026
How Escrow Protection Works
Every booking on Vensho is protected by our escrow system. When you pay for a vendor service, your funds are held securely in an escrow account rather than transferred immediately.
Payment is received: You pay Vensho for your vendor service
Funds held in escrow: Your payment is held securely until after your event
Event completion: 48 hours after your event, we release funds to the vendor
Dispute resolution: If there's an issue, we investigate and resolve fairly
Cancellation by Planner
If you need to cancel a booking, your refund eligibility depends on how close you are to your event date.
More than 72 hours before event
Full refund minus 2-3% processing fee. This covers the cost of payment processing and platform overhead.
24-72 hours before event
50% refund. The vendor has prepared for your event, reserved time, and coordinated logistics. This partial refund reflects their preparation costs.
Less than 24 hours before event
No refund. The vendor cannot reschedule or reallocate resources at this late stage. The full amount is retained.
To request a cancellation, contact support@vensho.co or use the "Cancel Booking" option in your account dashboard.
Vendor Cancellation & No-Show Policy
Vendors are held to a high standard. If a vendor cancels or doesn't show up for your event:
- ✓100% refund: You receive your full payment immediately
- ✓No penalty: No platform fees are charged for vendor cancellations
- ✓Priority matching: We help you find an alternative vendor at no extra cost
- ✓Vendor penalty: Repeated cancellations may result in vendor removal from the platform
Dispute Resolution
If there's a disagreement about service quality, payment, or event completion:
Step 1: Direct Communication
We encourage you to contact the vendor directly first. Many issues can be resolved through conversation.
Step 2: Support Review
If direct communication doesn't work, contact our support team at support@vensho.co. We review all evidence within 48 hours.
Step 3: Fair Resolution
Our team investigates impartially using all available evidence—messages, photos, reviews, and payment records. We make a fair determination of refund eligibility.
Step 4: Refund Processing
Approved refunds are processed within 5-7 business days to your original payment method.
Platform Fees & Refunds
Vensho charges a platform fee (3-6%) and a buyer service fee (5%) on each booking. Here's how these are handled during refunds:
The Vensho Promise
Every booking on Vensho comes with our comprehensive guarantee:
- ✓Escrow-protected payments held until event completion
- ✓Fair cancellation terms based on timing
- ✓100% refund for vendor no-shows
- ✓Impartial dispute resolution
- ✓24/7 customer support
How to Request a Refund
Requesting a refund on Vensho is simple and transparent:
- 1
Log into your account and navigate to your bookings
- 2
Click "Cancel Booking" on the booking you want to refund
- 3
Provide a reason (optional but helpful for us to improve)
- 4
Receive confirmation of your refund eligibility and amount
- 5
Refund processed to your original payment method within 5-7 business days
Need help? Contact our support team at support@vensho.co or use the help widget in your account.
Have other questions?