Transparency
What we promise.
And what we do not.
Most platforms promise everything. We publish exactly what we commit to — and we are honest about where our responsibility ends. This is the basis on which customers should decide whether to use ELBOLD.
Part 1
What ELBOLD commits to.
These are specific, checkable commitments. Each one includes how to verify it and how to hold us accountable if we fall short.
Every vendor is reviewed before appearing on the platform.
No vendor is listed through automated approval. Every application is assessed by a member of the ELBOLD team against our published Vendor Standards — including portfolio quality, pricing accuracy, and identity confirmation. We reject applicants who do not meet the standard.
How to verify this: If you encounter a vendor whose listing appears to misrepresent their work or services, report it to quality@elbold.com. We will review within 2 business days.
Your deposit is held by Stripe until after your event.
The 30% deposit you pay on booking is processed and held by Stripe — not by ELBOLD and not by the vendor. It is not released to the vendor until your event has completed and no dispute has been raised. ELBOLD cannot access or redirect your deposit payment.
How to verify this: Your Stripe payment confirmation email will confirm the amount charged and the payment processor. If you have questions about payment handling, contact stripe.com directly.
If a vendor cancels your confirmed booking, you receive a full refund.
A confirmed booking is one where a deposit has been paid through ELBOLD. If the vendor cancels after this point, the deposit is returned in full. There is no deduction for platform fees in the event of a vendor cancellation.
How to verify this: If a vendor has cancelled a confirmed booking and your refund has not been processed within 5 business days, contact disputes@elbold.com.
Every review is from a customer who booked through the platform.
Reviews can only be submitted by users who have a completed booking record on ELBOLD for the relevant vendor. Anonymous reviews are not possible. Reviews submitted outside the booking system are not accepted. We do not allow vendors to solicit or incentivise reviews.
How to verify this: If you believe a review is fabricated, contact quality@elbold.com with the review URL and your reason for concern.
Our Vendor Standards are published and enforced.
The criteria we use to approve, warn, suspend, and remove vendors are published at /vendor-standards. We apply them consistently. When a vendor is suspended or removed, it is because they failed to meet these criteria — not because of personal or commercial considerations.
How to verify this: Read the Vendor Standards at elbold.com/vendor-standards. If you believe a vendor on the platform should not be listed given those standards, contact quality@elbold.com.
Customer complaints are acknowledged within 2 business days.
All emails sent to support@elbold.com, disputes@elbold.com, and quality@elbold.com receive an acknowledgement within 2 business days. Resolution timelines vary by complexity, but you will always receive confirmation that your issue is being handled.
How to verify this: If you have not received an acknowledgement within 2 business days of contacting us, forward your original email to support@elbold.com with the subject line RE: No Response.
Part 2
What ELBOLD does not guarantee.
Honest marketplaces publish their limitations. These are the areas where we cannot make the same commitments — and the reasons why.
We cannot guarantee the quality of your event experience.
We verify vendors before listing. We do not guarantee that your event will go exactly as planned. Event delivery is the vendor's responsibility. Our role is to ensure vendors are genuine, qualified, and accountable — not to supervise them.
We cannot guarantee vendor availability on your date.
Vendor availability is managed by the vendor, not by ELBOLD. Enquiring through the platform does not reserve the vendor. A date is only held once a booking is confirmed and a deposit is paid.
We cannot guarantee the accuracy of all vendor pricing at all times.
Vendors maintain their own pricing. While our standards require accurate pricing, prices may change between a customer visiting a profile and making an enquiry. Always confirm pricing directly with the vendor before booking.
We do not guarantee outcomes in disputed bookings.
If a dispute is raised, ELBOLD will mediate and apply our dispute resolution policy. We cannot guarantee the outcome in every case. Where disputes involve matters of law, we may direct both parties to seek independent advice.
We do not represent that approved vendors are licensed or insured.
We check portfolio quality, identity, and professional conduct. We do not currently verify professional licences, insurance coverage, or sector-specific certifications. Customers should ask vendors for evidence of relevant licences before booking where applicable (e.g., food hygiene for caterers, public liability insurance for any vendor working at your venue).
Holding Us Accountable
What to do if we fail to keep a commitment.
If you believe ELBOLD has failed to honour a specific commitment listed on this page, contact us at commitments@elbold.com with the commitment reference (e.g. C-02), a description of what occurred, and any relevant booking details.
We will investigate and provide a written response within 5 business days. If the breach is confirmed, we will document the corrective action taken.
These commitments were last reviewed in June 2026. ELBOLD will notify registered users of any material changes to this document with a minimum of 30 days notice. Reading these commitments does not constitute a legal contract.