Policy

Cancellations & Refunds

Last updated July 4, 2026. This policy explains how cancellations and refunds work for bookings made on the PartiStack marketplace operated by PartiStack, Inc. It covers the platform default rules that our system applies automatically, how individual vendors can set stricter terms, how refunds are returned to you, and how to raise a dispute. PartiStack is a neutral technology platform and payment facilitator connecting customers with independent local vendors; the rental or service contract for each booking is between you and the vendor, and the vendor's own disclosed terms may add to the rules described here.

How to cancel a booking

You can cancel an eligible booking yourself from the booking page in your PartiStack account: open the booking you want to cancel and choose to cancel it there. You can cancel through the site at any time before the vendor marks your order delivered — up to that point your payment is held by PartiStack and has not been released to the vendor. Once the order has been marked delivered, or your payment has already been released, cancellations and any refund are handled by contacting us at hello@partistack.com so support and the vendor can help. When you submit a cancellation, our system records who cancelled and the number of full days between the cancellation and your event date, and it applies the refund rules described below automatically.

Customer cancellations seven or more days before the event

If you cancel your booking seven or more full days before your event date, PartiStack automatically issues a full refund of the amount you paid, unless the vendor's own cancellation terms captured at checkout expressly say otherwise for that listing. Our system measures this window by comparing your event date to the day you cancel, so cancelling well ahead of your event is the surest way to receive a complete refund. This seven-day full-refund window is the platform default and is the same across the marketplace unless a specific listing discloses stricter terms before you book.

Customer cancellations inside the seven-day window

If you cancel less than seven full days before your event date, the booking is cancelled but no refund is issued automatically. Refunds inside the seven-day window are handled case by case according to the vendor's cancellation policy that was snapshotted for your booking at checkout, taking into account inventory the vendor has already reserved, materials purchased, labor scheduled, and delivery planned for your date. This does not mean you cannot receive a refund; it means the outcome depends on the vendor's disclosed terms and the specifics of your situation, and you or the vendor can request a review through support as described below.

Vendor-initiated cancellations

If a vendor cancels a confirmed booking for any reason, PartiStack always refunds you in full, regardless of how close the cancellation is to your event date. Where possible, our team may also help you find an alternative vendor for your event. Vendors are independent businesses responsible for fulfilling their own bookings, and vendors who cancel confirmed bookings without a valid reason may be subject to account review, reduced visibility, fees, or removal from the marketplace under the Vendor Agreement.

When no event date is on file

In the unusual case that a booking has no event date recorded, a customer cancellation is treated as a full refund by default, because the timing window that would otherwise apply cannot be calculated. Nearly all bookings on PartiStack are made for a specific event date and delivery location, so in practice the seven-day full-refund window and the inside-window rules above are what apply to your booking.

Vendor listings may set stricter terms

Each vendor is an independent business and may set its own cancellation, change, and damage terms for a listing. When you book, PartiStack captures a snapshot of the vendor's cancellation and damage policy in effect at that moment and attaches it to your booking, so the terms that govern your booking are fixed at checkout and shown to you before you pay. These vendor terms can add conditions beyond the platform default, including non-refundable deposits, charges for custom or special-order work, or additional delivery, travel, and labor fees. Please read the terms shown at checkout for each listing, because they are part of your booking and are considered together with this policy.

How refunds are issued

All payments on PartiStack are processed by Stripe, and approved refunds are returned to the original payment method used for the booking through Stripe. We submit approved refunds to Stripe as soon as reasonably possible after they are approved, but the time it takes for the refunded amount to appear on your card or bank statement depends on your card issuer and bank and is outside PartiStack's control, typically ranging from a few business days to around ten. Where permitted by law and by payment-provider rules, certain payment processing fees may be non-refundable.

Platform service fees on refunds

PartiStack charges a platform service fee on bookings, collected as roughly five percent from the customer and five percent from the vendor on the item subtotal. When a booking is refunded in full under this policy, we return the amount you paid to your original payment method as described above. Where a refund is partial or issued inside the seven-day window, the amount returned follows the vendor's disclosed terms for that booking, and any non-refundable portions or third-party processing costs are handled consistent with those terms and applicable law.

Damage, loss, and late returns

For rental items, you are responsible for the equipment from the time it is delivered to you or picked up by you until it is returned to or collected by the vendor in the same condition, apart from normal wear. The vendor's damage policy snapshotted at checkout sets out how damage, loss, cleaning, missing items, and late returns are handled and what charges may apply. Receiving a cancellation refund does not waive responsibility for damage or loss that occurred while items were in your care, and vendors may pursue such charges under their disclosed terms. We encourage both customers and vendors to document the condition of items at delivery, setup, and pickup.

No-shows and failed deliveries

If you are unavailable at the agreed delivery window, provide an inaccurate or inaccessible delivery address, deny access, or create conditions that make delivery or setup unsafe or unlawful, the vendor may be unable to fulfill your booking. In those situations the booking may be treated as a customer cancellation inside the applicable window, and the vendor's disclosed terms determine what, if anything, is refundable and whether additional trip, waiting, or labor fees apply. If a vendor fails to deliver or fulfill a confirmed booking, contact us and, because that is a vendor-initiated failure to perform, it is handled as a vendor cancellation with a full refund to you.

Changes and rescheduling

Changes to your event date, delivery location, items, or quantities are not guaranteed and depend on the vendor's inventory and scheduling. A vendor may agree to a change when availability allows, and price differences, added delivery or labor charges, and the vendor's cancellation window may apply to the modified booking. If a requested change cannot be accommodated, the ordinary cancellation rules in this policy apply based on how many days remain before your event date.

Disputes and how to reach support

If you believe a refund decision is wrong, or you have a dispute about damage, delivery, item condition, or fees, contact PartiStack support at hello@partistack.com or call +1 562 291 8287, and we can review the booking and the vendor's snapshotted terms and help the parties reach a resolution. Because PartiStack is a neutral marketplace and payment facilitator and not a party to the rental or service contract, the underlying agreement is between you and the vendor; we facilitate communication, may request photos or other evidence, and can apply refunds through Stripe consistent with this policy and the vendor's disclosed terms. This policy does not limit any non-waivable rights you may have under California or other applicable law.