Every cancellation must be recorded on the PearlMarilyn platform. A message by phone, text or social media does not take effect until it is recorded.

The timing below runs from the moment the cancellation is recorded.

This policy covers bookings arranged and paid through PearlMarilyn. It does not cover private arrangements made outside the platform.

This policy forms part of the PearlMarilyn Terms of Business.

Deposit on acceptance:

When a supplier accepts your booking, a deposit of 25% of the total booking value confirms it.

72-hour cooling-off period:

The deposit is fully refundable for 72 hours after it is paid. Cancel inside that window and everything comes back.

After 72 hours:

The deposit is no longer refundable, except in the exceptional circumstances set out below.

Balance:

The balance is invoiced 14 days before the event and is payable on receipt.

Within 72 hours of paying the deposit:

Everything paid is refunded in full. The supplier retains nothing.

More than 30 days before the event:

The supplier retains the deposit. Anything paid above the deposit is refunded.

14 to 30 days before the event:

The supplier retains 50% of the total booking value. The rest is refunded.

Less than 14 days before the event:

The supplier retains the full booking value. No refund is issued.

Moving the date instead:

Where the supplier is available and agrees, a booking can be moved once and nothing is retained.

If a supplier cancels a confirmed booking, we source a replacement of equivalent standard at no extra cost to you.

If no replacement is found, or you would rather not take the one we find, you are refunded in full, deposit included, within 10 business days.

A supplier who cancels for a reason that is not a safety or exceptional circumstance may be suspended or removed from the platform.

Client does not attend:

Where the supplier attends and is ready to perform, the booking is treated as fulfilled and the supplier is paid in full.

Supplier does not attend:

You are refunded in full within 10 business days. Failing to attend without notice is a serious breach of our supplier terms.

Part of the booking not delivered:

Raise it within 48 hours of the event. We will put it to the supplier and give them five business days to respond. Where we find the supplier did not deliver what was agreed, we may withhold enquiries from them, suspend the account or remove them from the platform.

Either side may cancel without any amount being retained where going ahead would put someone at risk: an unsafe venue, a lawful emergency direction, or conduct at the event that makes it unsafe to continue.

Amounts retained may be waived where a cancellation is caused by:

the death, or serious illness or injury, of either party or an immediate family member; a natural disaster, fire, flood or severe weather; or a government direction that prevents the event going ahead.

How to ask:

Within 7 days of the cancellation, supported by documentation such as a medical certificate, a death notice, an insurance or emergency services reference, or a copy of the direction.

Raise a dispute through the platform within 48 hours of the event, or within 7 days of the cancellation where the event did not take place.

We consider what both sides provide and give a decision within 10 business days. Funds in dispute are held until it is decided.

Nothing here affects your rights under the Australian Consumer Law, or your right to approach your State or Territory fair trading body.

We track cancellation and non-attendance rates on both sides of the platform.

A supplier with a pattern of cancellations may have enquiries withheld, and may be suspended or removed.

A client with a pattern of cancellations may be asked to pay in full on acceptance, or may be declined.

A warning is given before an account is suspended, except where safety is involved.