Cancellation Policy

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, where we hold no funds and can neither refund nor enforce anything.

This policy forms part of the PearlMarilyn Terms of Business. Where the two differ on what is refunded or retained on a cancelled booking, this policy governs.

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.

Bookings made close to the event:

Where a booking is accepted less than 14 days before the event, the full booking value is payable on acceptance, and the cooling-off period ends when the event begins if that is sooner.

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.

How refunds are paid:

Back to the original payment method, within 10 business days of the cancellation being recorded.

Moving the date instead:

A transfer is at the supplier's discretion and will not usually be possible. A supplier who accepts a booking holds the date, allocates staff and equipment to it, and declines other work to keep it. Where a supplier can accommodate a change, the booking is moved once and nothing is retained. Where they cannot, the request is treated as a cancellation and the timings above apply.

If a supplier cancels a confirmed booking, we source a replacement of equivalent or higher standard, so you receive a booking of equal or higher value.

If the only replacement available costs more:

We tell you the amount before you accept it. You can pay the difference or decline and be refunded in full. A higher standard, added scope or a different date that you ask for is at your own cost.

Accepting or declining a replacement:

You have 2 business days to decide. If you decline, or no replacement is found, you are refunded in full, deposit included, within 10 business days.

A supplier who cancels for a reason that is not safety or an 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.

Late arrival:

Where a supplier arrives late and as a result delivers materially less than what was quoted, it is handled as a part-delivery, above.

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.

Where a supplier leaves on safety grounds:

A supplier who reasonably leaves an event because continuing would be unsafe is treated as having performed the booking and is paid for it.

We may cancel a booking and refund you where we have reasonable grounds to believe that a client or a supplier poses a risk to the safety of the other.

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.

How a request is decided:

On the documentation provided. Where a request is declined, the reasons are given in writing and the decision can be raised as a dispute.

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.

Where you are dissatisfied with the decision, the dispute resolution clause of the Terms of Business applies.

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.