Every booking made through Elbold is protected. Here is exactly what that means, and what you are entitled to if something goes wrong.
“Your payment is never sent directly to a vendor without platform controls.”
All Elbold payments are processed and secured by Stripe. Funds are held by Elbold until your event is complete. Vendors receive payment only after delivery.
The Elbold Promise
Every deposit paid through Elbold is processed by Stripe. Payments are held by Elbold and not released to vendors until after your event is completed.
If a vendor cancels a confirmed booking for any reason, you are entitled to a 100% refund of all amounts paid. We also assist you in finding a replacement vendor.
If the service delivered does not match what was agreed, you can raise a formal dispute. Our team will review evidence from both parties and reach a determination within 5 business days.
Stripe is the highest level of payment security certification available. Your card details are never stored on Elbold servers.
Your 30% deposit is held by Elbold and processed through Stripe. It is not released to the vendor until your event is confirmed complete.
You are never asked to pay a vendor by bank transfer, PayPal, or cash. All funds flow through Elbold's protected payment system.
Approved refunds are returned directly to the card used to pay. Typical processing time is 5–10 business days, plus your bank's processing time.
Cancellation Policy
If you need to cancel a booking, the following policy applies. Vendor cancellations always result in a full refund regardless of timing.
Vendor cancellations always result in a 100% refund, regardless of timing.
If a vendor fails to appear for a confirmed booking without prior notice, you are entitled to:
Report a no-show immediately: Email urgent@elbold.com. We monitor this address and will respond as a matter of priority.
Dispute Resolution
Email disputes@elbold.com within 48 hours of the event. Include your booking reference, a description of the issue, and any supporting evidence (photos, messages, contracts).
We will contact you and the vendor to gather statements and any additional evidence. Both parties have an equal opportunity to present their case.
Our team reviews all evidence and makes a fair determination within 5 business days. Possible outcomes include full refund, partial refund, or no refund, depending on the circumstances.
Both parties are notified of the outcome. Approved refunds are processed within 5–10 business days. Decisions are final unless new evidence is submitted.
Our protection exists to resolve genuine problems. To remain covered, customers agree to the following:
Read the vendor's profile, package description, and contract carefully before confirming a booking.
Provide accurate event details including date, location, guest numbers, and specific requirements.
Communicate changes to requirements promptly and in writing through the Elbold platform.
Raise disputes within 48 hours of the event if the service was not delivered as agreed.
Do not attempt to circumvent the platform by paying vendors outside of Elbold, as doing so removes all protections.
Vendors on Elbold agree to uphold these standards as a condition of their listing:
Vendors must deliver the service as described in their profile and the confirmed booking contract.
Vendors must provide at least 72 hours notice if they cannot fulfil a booking due to an emergency.
Vendors must respond to customer enquiries within a reasonable timeframe and maintain professional conduct.
Vendors who cancel confirmed bookings receive a formal warning. Repeat cancellations result in account suspension.
Vendors are not entitled to payment until the event has been completed and is not subject to a valid dispute.
The vendor receives their share of the booking payment after your event is marked as complete and any dispute window has passed. Deposits are held by Elbold and processed securely through Stripe throughout the booking period.
A 30% deposit is required to confirm a booking. The remaining 70% is due based on the terms agreed with the vendor.
Examples include: the vendor did not appear, the service lasted significantly less time than agreed, key elements of the agreed package were missing, or the quality was materially below the standard described. Minor variations in style or personal preference are not grounds for a dispute.
Email disputes@elbold.com within 48 hours of the event with your evidence. Our team will contact both parties, review the evidence, and make a fair determination within 5 business days.
No. Our protection only applies to payments processed through the Elbold platform. Paying a vendor directly by bank transfer or cash removes all protections described on this page.
Cancellation within 7 days of the event does not entitle you to a refund, as the vendor has allocated that date and may have turned down other bookings. We recommend ensuring you have appropriate event insurance for situations beyond your control.
Payments made outside of the Elbold platform
Disputes raised more than 48 hours after the event
Disagreements about artistic style or personal taste where the agreed service was delivered
Force majeure events where neither party is at fault (we will work with both parties on rescheduling or refunds)
Our support team is here to help. We aim to respond to all enquiries within one business day.