This Policy explains how cancellations and refunds work for Bookings made on Ocanzo, operated by Ocanzo Technologies (Udyam Registration No. UDYAM-MH-33-0774676). It forms part of our Terms & Conditions and applies to both Customers and Vendors.
Ocanzo uses a single, platform-wide cancellation policy for every venue, so you always know what to expect.
1. How payments are structured
| Payment | Amount | When it is due |
|---|---|---|
| Booking deposit | 25% of the Booking Amount | At the time of booking, to confirm the date |
| Balance | 75% of the Booking Amount | 5 days before the event |
| Security deposit (if any) | As set by the venue | Collected separately; refundable after the event |
If the event is less than 6 days away at the time of booking, the full Booking Amount (100%) is collected upfront.
2. Customer cancellations
2.1. The 24-hour grace period
Every Booking has a 24-hour grace period after confirmation. If you cancel within 24 hours of booking and the event is more than 48 hours away, you receive a 100% refund of everything paid. If the event is less than 48 hours away at the time of booking, the grace period does not apply.
2.2. If you paid only the deposit (25%)
- Cancel within the 24-hour grace period (event more than 48 hours away): 100% of the deposit is refunded.
- Cancel after the grace period (any time before the event): the deposit is non-refundable.
2.3. If you paid the full amount (100%)
| When you cancel | Refund of the amount paid |
|---|---|
| Within the 24-hour grace period (event more than 48 hours away) | 100% |
| 7 or more days before the event | 80% |
| 3 to 7 days before the event | 50% |
| 48 to 72 hours before the event | 25% |
| Less than 48 hours before the event, or no-show | 0% |
2.4. Always refunded on cancellation
- Cleaning fee (if charged separately) — the space was not used.
- Security deposit — it only covers event-day damage, not cancellation.
2.5. Platform fee
On a full (100%) refund, the platform fee is refunded. On a partial refund (80%, 50%, or 25%), the platform fee is retained.
3. Vendor cancellations
If a Vendor cancels your confirmed Booking, you receive a 100% refund of everything paid, including the platform fee — no exceptions. Repeated Vendor cancellations may result in deprioritisation in search and account suspension.
4. Platform-initiated cancellations
Ocanzo may cancel a Booking — with a 100% refund — where a Vendor’s account is suspended for fraud, safety, or policy reasons, or where payment fraud is detected.
5. Modifications (instead of cancelling)
You may request a change to your Booking’s date, time, or guest count. A modification is not a cancellation:
- Date or time change requires the new slot to be available and the Vendor to accept it. If accepted, the cancellation timeline resets to the new event date.
- Guest count may be increased up to the venue’s capacity (extra charges added to the balance) or decreased down to the food package’s minimum. Changes are allowed up to 48 hours before the event.
6. Security deposit
Where a venue charges a refundable security deposit, it is returned within 72 hours after the event if no damage is claimed. If a Vendor claims damage, they must submit the claim with photographs and a cost estimate within 48 hours of the event ending. Ocanzo will review the evidence and decide within 5 business days.
7. How refunds are processed
| Refund method | Timeline |
|---|---|
| Original payment method (UPI, card, net banking) via Razorpay | 5–10 business days (depending on your bank) |
| Ocanzo Credit | Instant — valid 12 months, usable on any Booking |
You choose your refund method when you cancel.
8. Force majeure
When an event is cancelled due to circumstances beyond either party’s control — such as natural disasters, government orders, pandemic restrictions, or severe-weather warnings from the India Meteorological Department — the Customer may choose either a full refund or a reschedule to a mutually agreed date within 6 months.
9. Service-quality disputes
If a venue or service was materially different from the listing, you may raise a complaint within 48 hours of the event ending, with supporting evidence. Ocanzo will review the complaint and decide within 7 business days. If substantiated, a partial refund of between 10% and 50% of the Booking Amount may be issued.
10. How to cancel
Customers: open Ocanzo → My Bookings → select the Booking → “Need to cancel?” — you will see your exact refund amount before confirming.
Vendors: open the Vendor App → Bookings → select the Booking → “Cancel booking” → provide a reason → confirm.
11. Summary table
| Payment state | When cancelled | Refund |
|---|---|---|
| Deposit only | Within 24h grace (event more than 48h away) | 100% of deposit |
| Deposit only | After 24h grace | 0% (non-refundable) |
| Fully paid | Within 24h grace (event more than 48h away) | 100% |
| Fully paid | 7+ days before event | 80% |
| Fully paid | 3–7 days before event | 50% |
| Fully paid | 48–72 hours before event | 25% |
| Fully paid | Less than 48 hours / no-show | 0% |
| Any | Vendor cancels | 100% |
| Any | Platform cancels (safety / fraud / force majeure) | 100% |
On every cancellation, the cleaning fee and security deposit are always refunded.
12. Contact
Email: ocanzoapp@gmail.com
Phone: +91 78753 41666
In-app: Help section
This Policy is governed by the laws of India and subject to the jurisdiction of the courts at Thane, Maharashtra.