Payment Protection Policy
Language. This document is also available in Spanish. If the two versions differ, this English version controls.
Effective date: October 30, 2026.
This policy is part of the Fawnzee app, which Behind the Scenes with Chris LLC ("we", "us") runs. It applies to bookings made in the app on or after October 30, 2026. A booking keeps the version of this policy named in its contract.
1. What Payment Protection is
When you book a vendor in the app, you pay the vendor through us. We collect your payments as the vendor's limited payment collection agent: a payment you make in the app counts as a payment to the vendor, and it goes to the vendor's own account with our payment processor, Stripe.
The vendor has agreed that we release the money to the vendor's bank only after the event, 48 hours after it ends. Until then, if something listed in section 2 goes wrong, you can report it, and the vendor's payout stays on hold while we decide.
Payment Protection is how we time the vendor's payout and settle problems with a booking's payments. It isn't insurance or a warranty of the vendor's work, and it doesn't pay for losses beyond what you paid for the booking. It doesn't change what you pay: the price in your contract.
2. What you can report
- The vendor didn't show up.
- The vendor arrived late or left early, so part of the agreed service was missed.
- Something in the contract wasn't provided: an item, an hour, a person or a service listed in the offer you booked.
3. What it doesn't handle
- Matters of taste, such as song choices or an editing style, when the agreed service was provided.
- Weather, the venue's rules, or anything the vendor didn't agree to provide.
- Problems caused by you, your guests or your venue, such as the vendor not being let in on time.
- Injuries, damage to property, or other losses beyond the booking's price. Those are between you and the vendor (and the vendor's insurance, if any), and you keep your rights under the law.
- Reports sent after the deadline in section 4.
- Cancellations, which follow the cancellation terms in your contract, and events outside anyone's control, which follow your contract's force majeure section.
4. How to report a problem
- Open the booking in the app and tap Report a problem. You can report from the time the event starts until 48 hours after it ends. The button shows how much time is left.
- Choose what happened, describe it in at least 20 characters, and add up to 10 photos if you have them, such as photos of what was missing.
Only the person who booked can send a report. You can send up to 2 reports for a booking, one at a time. We'd like to hear from you here first, because it's usually the fastest way to get money back, but you don't have to (section 8).
5. What happens next
- We tell the vendor, who has 72 hours to answer with their side and any evidence. The vendor can also offer you a refund, which you can accept.
- We review the contract, the offer, the messages in the app and what you both send. We may ask either of you for more information. A person on our team decides what most likely happened and what the contract required.
- Within 5 business days after the vendor answers (or after the 72 hours end), we tell you both our decision: we release the payment to the vendor, refund part of it, or refund all of it.
A partial refund usually matches what was missed, for example the share of the price for the hours missed, or the price of a missing item as listed in the offer. A decision can refund up to what was paid for the booking. Refunds go back to the card or cards that paid, in proportion, and your bank usually shows them within 5–10 business days. While a report is open, the vendor isn't paid for that booking. You can withdraw a report at any time before it's decided.
6. Our role, and your rights
We aren't a court or an arbitrator. Our decision settles how the booking's payments are released or refunded in the app. It doesn't take away any right you or the vendor have under the law, including going to court (small claims court too) or disputing a charge with your bank (section 8). If we refund you after the vendor was already paid, we recover it from the vendor; you don't need to do anything. We keep reports, photos and messages as our Privacy Policy describes, and we may send them to a bank or card network if a charge is disputed.
7. If the vendor cancels: Rebooking help
If your vendor cancels, you get back everything you paid for that booking, and we help you look for someone else for the same date: we reopen your request at the price you booked, show you similar vendors who are free that day, and let you send your request to up to 5 of them at once. The app shows how long they have to answer. If your event is too close to send new requests, contact support and our team will help. If no offers arrive, our team follows up with you. Your contract counts two cancellations by the vendor as your own, and its cancellation policy then decides what you get back: a cancellation for non-payment (a payment still unpaid 7 days before the event), and one we decide the vendor had to make because you seriously broke the contract. You can ask for the same help after a cancellation by agreement or for non-payment.
Rebooking help is a free support service, not insurance. We can't promise that someone will be available or will cost the same, and we don't pay price differences, deposits to other vendors or other costs.
8. Your bank's rights
This policy doesn't limit your right to dispute a card charge with your bank. If you do, a report about the same payment pauses until the bank decides, and we send the bank the signed contract and the booking's records. If the bank decides for you, we won't charge you again for that payment. If you get money back both from us and from your bank for the same payment, you need to return one of them.
9. Contact
Questions about a report: support@fawnzee.com