Cancellation & Refund Policy

1. When this policy applies

This policy applies from the moment a Booking Request becomes a Confirmed Booking — that is, once the Supplier has accepted the request and the Consumer has paid through the Platform. Before that point there is nothing to cancel and nothing has been charged: an unaccepted Booking Request can be withdrawn by the Consumer at any time, and an accepted request that is never paid for simply expires.

This policy applies only to bookings made through the Pitchd Platform. Pitchd provides no cancellation rights, refunds, or dispute support for any arrangement made outside the Platform, however the parties came to know each other — see the Off-Platform Policy.

2. Consumer cancellations — the default schedule

Unless the Supplier has Pitchd-approved Supplier-Specific Cancellation Terms for the booking (Section 4), the following default schedule applies to every Confirmed Booking. The refund percentage is applied to the full amount you paid for the booking.

A Consumer may cancel a Confirmed Booking at any time from their Pitchd dashboard. Where a refund is due under the schedule above, it is issued automatically at the moment of cancellation — there is no approval step and no need to contact support first.

2.1 How the number of days is counted

The day count is the number of whole calendar days between the day you cancel and the event date, measured in Australian Eastern Time (Melbourne). The time of day is ignored on both sides: a cancellation at 9:00am and one at 11:00pm on the same day produce the same result. Counting in Melbourne time rather than in the time of the server or your own device means the tier you fall into does not change with your location.

Before you confirm a cancellation, the Platform shows you the exact refund percentage and dollar amount that will apply. If that figure is not what you expected, do not confirm — contact Pitchd support first.

3. What the refund is calculated on

The refund percentage is applied to the total amount charged to your payment method for the booking, including the Booking Success Fee and any add-ons, options, travel fees or surcharges included in that charge. A 100% refund returns everything you paid. Pitchd does not retain its fee out of a full refund.

Refunds are returned to the original payment method and cannot be paid to a different card or account. Pitchd processes an approved refund through Stripe within 2 business days, and it typically appears in your account within a further 5 to 10 business days depending on your bank or card issuer. If the original payment method is no longer available, contact Pitchd support to discuss alternatives.

4. Supplier-Specific Cancellation Terms

Some Suppliers commit significant time, deposits, or subcontracted costs well before an event and cannot reasonably work to the default schedule. Those Suppliers may apply to Pitchd for Supplier-Specific Cancellation Terms. Pitchd reviews every application before it takes effect; terms that have not been approved by Pitchd have no force on the Platform.

• Approved Supplier-Specific Cancellation Terms replace the default schedule in Section 2 for that Supplier's bookings — they do not add to it.
• Every set of approved terms must still take the shape of a tiered schedule, so the refund due on any booking remains automatically calculable rather than a matter of negotiation.
• Where the Supplier has approved terms, you are shown them in full and must acknowledge them before you can pay. If you do not accept them, do not proceed with the booking.
• The terms that applied at the moment you paid are recorded against your booking and continue to govern it. A Supplier changing their terms later does not change the terms of a booking you have already paid for.

5. Supplier cancellations

A Supplier must not cancel a Confirmed Booking without a valid reason. Valid reasons are genuine illness or medical emergency, serious equipment failure, death or serious injury of an immediate family member, a Major Disruptive Event, or a government-mandated restriction that legally prevents the service from being delivered.

Suppliers cannot cancel a Confirmed Booking themselves. A Supplier who needs to cancel must contact Pitchd support immediately — not the Consumer directly — and provide supporting documentation where possible. Pitchd handles the cancellation and the refund, which keeps the Consumer's entitlement independent of the Supplier's willingness to honour it.

• Where a Supplier cancels a Confirmed Booking for any reason, the Consumer receives a full refund of everything they paid, regardless of how close to the event date the cancellation occurs.
• Where reasonably available, Pitchd may also assist the Consumer in finding an alternative Supplier. Pitchd cannot guarantee a suitable replacement will be available.
• Cancelling without a valid reason may result in a written warning, suspension of the Supplier's Custom Storefront, loss of verified status or badges, or removal from the Platform for repeated or serious instances, as set out in the Supplier Agreement.

6. Major Disruptive Events

Where a cancellation results from a Major Disruptive Event — such as a declared public health emergency, a mandatory government travel restriction, or a large-scale natural disaster — the Major Disruptive Events Policy takes precedence over the schedules in this policy, and both Consumers and Suppliers may be entitled to cancel affected bookings without penalty.

7. If the service was not as described

The schedules above deal with cancellations made before an event. Where a booking went ahead but the service was not delivered, or was significantly not as described, that is a claim rather than a cancellation, and a refund is assessed on the evidence rather than calculated from a schedule.

• A claim must be raised through the Platform within 7 days of the booking being marked complete. Claims raised after that window may not be considered.
• Pitchd will make reasonable efforts to acknowledge a claim within 2 business days, and to reach a determination within 10 business days of receiving complete information from everyone involved. Complex matters may take longer, and these are targets rather than guarantees.
• A claim is resolved as upheld or denied, and Pitchd will tell you which and why. You may withdraw a claim at any time before it is determined.
• Where a claim is upheld, Pitchd determines the remedy, which may be a full or partial refund.

Claims are assessed through the process set out in the Dispute Resolution Policy. Refunds arising from Supplier conduct are never automatic.

8. Where no refund is available

• Cancellations falling below the lowest tier of the applicable schedule, where that tier provides no refund.
• Change of mind after the service has been delivered as described.
• Bookings, payments, or arrangements made outside the Pitchd Platform.
• Amounts a Consumer seeks to recover by threatening or leaving a negative review, which is prohibited under the Content Policy.

Nothing in this section limits any right to a remedy that cannot be excluded under the Australian Consumer Law.

9. Australian Consumer Law

Services booked through Pitchd come with guarantees that cannot be excluded under the Australian Consumer Law, including that they will be provided with due care and skill and be fit for the purpose disclosed. This policy operates alongside those guarantees and does not limit them. Where a service fails to meet a consumer guarantee, your remedy may be greater than what this policy's schedules would otherwise provide.

10. Changes to this policy

Pitchd may update this policy from time to time. The version in force at the time you confirmed and paid for a booking is the version that governs that booking; a later change does not alter a booking you have already paid for. Where a change is material, Pitchd will provide reasonable notice by email or through the Platform.

11. Contact

To ask about a cancellation, a refund, or a claim, contact Pitchd support at support@pitchd.com.au with your booking reference. Pitchd Holdings Pty Ltd (ABN: 27 700 271 174), Level 1/100 Overton Road, Williams Landing, 3027. This policy is governed by the laws of Victoria, Australia.