Cancellation Policy

Effective Date: 01 April 2026

This Cancellation Policy outlines the terms under which bookings made through HeyCreativ may be cancelled by customers or creatives.

1. General Policy

HeyCreativ is a platform connecting customers with independent creatives. Once a booking is confirmed, both parties are expected to honour the agreed date, time, and scope of work.

Cancellations must be made through the HeyCreativ platform.

2. Customer Cancellations

Customers may cancel a booking subject to the following conditions:

• More than 7 days before the booking: Cancellation is allowed with minimal penalties, although service fees may still be non-refundable.
• 3 to 7 days before the booking: Cancellation may result in partial charges, especially if the creative has already allocated time, declined other work, or started preparations.
• Less than 72 hours before the booking: Late cancellations may result in full charges, as creatives often cannot fill the time on short notice.

Customers are encouraged to communicate early to avoid unnecessary costs.

3. Creative Cancellations

Creatives should only cancel bookings under exceptional circumstances.

If a creative cancels:

• They must notify the customer as soon as possible.
• They should assist in rescheduling or finding a suitable replacement where possible.
• Repeated cancellations may result in penalties, suspension, or removal from the HeyCreativ platform.

4. Rescheduling

Both customers and creatives may request to reschedule a booking instead of cancelling.

• Rescheduling is subject to mutual agreement.
• Any additional costs incurred (e.g., travel, equipment, peak date changes) may apply.
• A reschedule request made less than 72 hours before the booking may be treated as a cancellation if not agreed upon.

5. No-Show Policy

• If a customer fails to attend or is unavailable at the agreed time, the booking may be considered fulfilled and non-refundable.
• If a creative fails to attend without valid reason, this may be treated as a breach of agreement and may result in penalties or removal from the platform.

6. Emergencies and Force Majeure

Cancellations due to circumstances beyond reasonable control (e.g., serious illness, accidents, natural disasters, government restrictions) will be handled on a case-by-case basis.

HeyCreativ may, at its discretion:

• allow rescheduling,
• waive certain cancellation penalties,
• or facilitate partial or full refunds where appropriate.

7. Work Already Performed

If work has already started prior to cancellation (e.g., planning, consultations, editing, travel, or material purchases), the creative may be entitled to compensation for work completed up to the cancellation date.

8. Platform Fees

Any applicable HeyCreativ service fees may remain non-refundable unless:

• the cancellation is due to the creative's fault, or
• otherwise required by law.

9. Disputes

If a dispute arises from a cancellation, HeyCreativ may review all relevant information and mediate a fair outcome based on:

• communication between parties,
• timing of cancellation,
• work completed,
• and applicable policies.

10. Changes to This Policy

HeyCreativ reserves the right to update this Cancellation Policy at any time. Updates will take effect once published on the platform.