Version 2 · 9 October 2026

This policy is read together with the Client Terms and the Service Provider Agreement, and applies to every booking made through the platform.

1. Before payment

1. Cancelling before payment is always free, because no amount has been charged.
2. If the provider declines, the platform offers you providers at the same price for the same order, and if their reply is delayed, our customer service team follows up on your order.
3. If the provider approves and you do not complete payment within the deadline, the order is cancelled automatically with no fees.

2. Client cancellation after payment

Deductions depend on the time left before the appointment:

1. Wedding bookings: cancelling after payment and more than 24 hours ahead also deducts a 25% deposit for the provider, because they reserved the day for you.
2. A regular cancellation does not give you the right to review the provider.
3. If the team arrives on time and the work cannot be done because of you — for example the venue is closed or the event is cancelled without notice — it is treated as a cancellation with less than 12 hours left.

3. Provider cancellation and no-show

1. If the provider cancels after the booking is confirmed, you get a full refund automatically.
2. If the provider does not arrive within one hour of the arrival time, report it from the booking and you get a full refund automatically, unless the provider proves attendance with platform records within 48 hours.
3. You may review the provider in both cases.

4. Force majeure

If the event cannot take place because of documented force majeure beyond both parties' control, you are refunded including the wedding deposit, and gateway fees are split equally between you and RawPix.

5. How refunds work

1. Refunds go to the same payment method; the time it takes to appear depends on your bank.
2. Each refund is issued a credit note for the refunded amount, linked to the original invoice.
3. An invoice is never cancelled once issued.

6. Changing a booking

1. Any change to the date, location, scope or delivery date must be recorded in the chat room; otherwise it is not valid.
2. Changing the date is subject to the provider's agreement and availability; if that is not possible, it is treated as a cancellation based on when you requested the change.

7. Objection period

1. You may object from within the booking within 15 days of the event date, stating the reason and evidence.
2. When you object, only the disputed part is held, and the rest is released on time.
3. The held amount is released by a written agreement between you and the provider in the chat room, or by an enforceable decision from the competent authority.
4. If you do not refer the matter to the competent authority within 30 days of your objection, the amount is released to the provider.

Contact:

info@rawpix.net

Mobile: 0533222088