Cancellation Policy

1Overview

VowNest, operated by Neere Business Group Ltd, balances the interests of customers (event organizers) and service providers (vendors) when a booking is cancelled. Customers may cancel a booking at any time before the scheduled event date; the refund amount depends on the timing of the cancellation, as described below and in our Refund Policy.

2Customer Cancellations

To cancel: log into your account, open My Bookings, select the booking, choose Cancel Booking, review the refund amount shown for your cancellation date, and confirm. The service provider is notified immediately and your refund is processed according to the Refund Policy.

• Cancellations must be submitted before 11:59 PM (Rwanda Time) to count as that day.
• Days are counted to the scheduled event date; the event date itself is not included. Weekends and public holidays count as regular days.
• For bookings with multiple services, you may cancel individual services — each refund is calculated per service based on its cancellation timing.

3Service Provider Cancellations

Service providers are expected to honor all confirmed bookings. A provider may cancel only for force majeure (serious illness, natural disaster, government restrictions), customer breach (false information, harassment, safety concerns), or documented technical/operational emergencies — and must contact platform support with evidence.

If a provider cancels or fails to show up, the customer receives a 100% refund, including the platform commission, and the platform assists in finding an alternative provider. Providers face escalating penalties for cancellations — from a formal warning, to account suspension and reduced search visibility, up to permanent termination for repeated cancellations within 12 months.

4Rescheduling

• Free rescheduling: once per booking, when requested 30+ days before the original event date, for a new date within 12 months — subject to provider availability.
• Paid rescheduling: second or subsequent requests incur a fee of 10% of the booking amount and must be made 14+ days before the event date.
• Less than 14 days before the event: rescheduling is not available — the cancellation policy applies instead.
• Mutual agreement: if both parties agree to a new date, no fees or penalties apply and the original payment remains valid.
• Wedding postponements: free rescheduling with 60+ days notice; if the provider is unavailable for the new date, a full refund is issued.

5No-Shows

• Customer no-show: no refund is issued and the provider receives their payment — except for documented medical emergencies, force majeure, or where the provider failed to communicate essential details.
• Provider no-show: the customer receives a 100% refund including commission, and the provider's account is immediately suspended and may be permanently banned.

6Force Majeure

When events beyond reasonable control (natural disasters, pandemics, government restrictions, civil unrest) prevent a booking from going ahead, the affected party must notify the other immediately and provide documentation. Resolution options include rescheduling with no fees, a full refund including commission, platform credit valid for 24 months, or a partial refund combined with rescheduling. The platform makes the final, binding decision considering both parties' interests.

7Disputes & Contact

Disputed cancellations go through internal review (3–5 business days), mediation between the parties, and a final binding decision within 10 business days. Appeals may be submitted within 7 days of a decision.

• Company: Neere Business Group Ltd (operating VowNest)
• Hours: Monday–Friday 8:00 AM – 6:00 PM, Saturday 9:00 AM – 3:00 PM (Rwanda Time)

See also our Refund Policy and Terms of Service.