Poptop Cancellations

What happens if the client cancels the booking?

• In the case of client cancellation, we must abide by the refundable or non-refundable status of the deposit paid. 
• The deposit is set as refundable or non-refundable within your listing. If you select refundable the deposit will be refunded back to the client if they cancel, 21 days before the event this automatically becomes non refundable. If you select non-refundable, the deposit is not refunded.

What happens if the supplier cancels the booking?

• If you need to cancel a booking, the supplier can do so automatically through the Poptop site or contact the support team on hello@poptop.uk.com.
• In the case of supplier cancellation, the client is fully protected by our Poptop Booking Protection and will receive a full refund of the money paid. The supplier is then required to return deposit monies to Poptop in order to refund the client, they have 7 days to return this. Their profile will be suspended if debt owed is not paid after 7 days.
• If the client has paid you the remaining balance for the event prior to supplier cancellation you must refund the client this remaining balance directly.

Supplier cancellation penalties

If you cancel a booking we do apply a penalty to your profile, this is to deter suppliers from cancelling and reduce the number of booking cancellations.

Cancelling a booking will negatively effect your cancellation rate and can prevent you from achieving Super Supplier.

You will receive a penalty if you cancel a booking if it is in the following 3 states:

Provisional booking - this is a booking where the client has provisionally booked the service for their chosen date but has not yet paid the deposit. If the client does not pay the deposit after 10 days the booking will revert back to a shortlist.

Deposit frozen booking - this is a booking where the client has paid the deposit to secure the booking.

Client & supplier confirmed booking - this is a booking where the client has paid the deposit for the booking and the supplier has confirmed it.