This policy explains how payments, cancellations, refunds, and disputes work on BACKEND Booking. It forms part of our Terms of Service and applies to bookings and to hires made through opportunities.
1. Escrow and release
When a booking is confirmed, the Customer's payment is captured by Stripe and held. Funds are released to the Creator's connected account after the work is marked complete and the review window closes, net of the platform fee and processing fees. Escrow protection only applies to payments made through BACKEND Booking.
2. Cancellation by the Customer
- More than 48 hours before the start time: full refund.
- 24–48 hours before: 50% refund; the Creator keeps 50% for reserved time.
- Less than 24 hours before, or no-show: no refund, except at the Creator's discretion.
Creators may publish stricter or more generous terms on a listing; where they do, the listing terms shown at checkout control.
3. Cancellation by the Creator
If a Creator cancels for any reason, the Customer receives a full refund, including the platform fee. Repeated cancellations reduce ranking and may lead to feature limits or removal.
4. Non-delivery
If a Creator does not deliver within the agreed timeframe, the Customer may open a dispute from the booking screen. If upheld, the full amount is refunded from escrow.
5. Quality disputes
Customers have 72 hours after delivery to raise a quality dispute with evidence. We review the booking record, messages, and deliverables from both sides and may issue a full refund, a partial refund, or release the funds in full. Our decision on release of escrowed funds is final for platform purposes; it does not prevent either party from pursuing their own legal remedies against the other.
6. Force majeure
If a booking becomes impossible due to events outside either party's control (severe weather, illness with notice, government restriction, venue closure), we will normally cancel with a full refund and no penalty to either side.
7. Platform fees
On a full refund, the platform fee is refunded. On a partial refund, the platform fee is prorated to the amount retained. Payment-processor fees may be non-recoverable where Stripe does not return them.
8. Subscriptions and promotions
Subscriptions and promotional placements renew automatically until cancelled. Cancel any time; access continues to the end of the paid period. We do not prorate unused portions except where required by law. A promotion already delivered (impressions served) is not refundable. Purchases via the Apple App Store or Google Play are refunded under that store's policy, not ours.
9. Chargebacks
Please contact us before filing a chargeback — most issues are resolved faster directly. If a chargeback is filed, we may hold related funds while the bank investigates, submit the booking record and messages as evidence, and recover the amount plus any bank fee from future payouts. Chargeback abuse can lead to termination.
10. Refund timing
Approved refunds are returned to the original payment method. Depending on your bank they typically appear within 5–10 business days.
11. How to request a refund
Open the booking → Report an issue / Open dispute, or email contact@backendbooking.com with the booking reference. We acknowledge within 24 hours on business days and aim to decide disputes within 5 business days.