Refund & Cancellation Policy

1. How payments work today

Customers pay the vendor directly using Bank Transfer, JazzCash or Easypaisa, and upload the receipt / screenshot on EventMate. Our admin team and the vendor verify the receipt and the booking is then marked as paid. EventMate does not hold customer funds at this stage.

2. Cancellation by the customer

Customers can cancel a booking from their dashboard any time before the vendor confirms it. Once the vendor has confirmed and a payment has been made directly to the vendor, the refund amount (if any) is determined by that vendor's own cancellation policy. Please confirm cancellation terms with the vendor before paying.

3. Cancellation by the vendor

If a vendor cancels a confirmed booking without genuine reason (for example, double-booking the venue or not honouring the agreed price), the vendor is expected to refund the full amount the customer paid. The EventMate admin team can review the case and may suspend vendors who cancel unfairly, per our Vendor Policy.

4. Disputes

If a customer and vendor disagree about a refund or about the service delivered, either party can email support@eventmate.pk with the booking ID and supporting screenshots. Our admin team will review the conversation, payment proof and any dashboard activity, and will share a recommendation. We do our best to be fair, but EventMate does not guarantee the outcome of a vendor-customer dispute.

5. Payment proof rejected

If your uploaded payment proof is rejected (wrong amount, unclear screenshot, mismatched account), the booking will stay in "pending payment" status. You can re-upload a corrected receipt from your bookings page without any extra charge from EventMate.

6. Future payment gateway

When EventMate rolls out an integrated payment gateway (for example, escrow-style payments held until the event), this policy will be updated to describe automatic refunds, timelines and chargeback handling. We will publish the new version here and notify users by email.

7. Contact

For refund or cancellation help, write to support@eventmate.pk with your booking ID.