Last updated: June 18, 2025
Key rule: Cancellations more than 14 days before the event may receive a full refund minus platform fees. Cancellations within 7 days are subject to Provider terms. All refunds process through Stripe and may take 5–10 business days.
| Time Before Event | Refund Amount |
|---|---|
| More than 14 days | 100% refund (minus platform fee) |
| 8–14 days | 50% refund of service fee |
| 7 days or fewer | No refund (subject to Provider discretion) |
| Day of event | No refund |
Platform fees are non-refundable regardless of when cancellation occurs. To cancel, go to your Client Dashboard, select the booking, and click "Cancel Booking."
If a Provider cancels a confirmed booking, the Client is entitled to a full refund of all amounts paid, including platform fees. Providers who frequently cancel may have their accounts suspended or removed.
If a Provider fails to appear without prior notice, clients must report no-shows within 24 hours by contacting support@luxevents.app. Confirmed no-shows result in a full refund and may result in permanent Provider account removal.
All refunds are processed through Stripe back to the original payment method. Processing time is typically 5–10 business days depending on your bank. Refunds will not be issued to a different payment method than the one used for the original booking.
We strongly encourage clients and providers to resolve disputes through our support team before initiating a chargeback. Initiating a chargeback without first attempting resolution may result in account suspension.
In the event of circumstances beyond the control of either party — including natural disasters, government restrictions, or public health emergencies — LuxEvents will work with both parties on a case-by-case basis to facilitate rescheduling or partial refunds.