What Happens if I Need to Cancel or Reschedule an Event?

Cancellations

• There is no fee for events cancelled prior to the provider confirming the event.
• For events cancelled after the provider has confirmed, 50% of the fee is due.
• For events cancelled within 48 hours of job date, 100% of the event fee is due.
• To cancel an event, simply select the "dispute" option on the transaction page (in your garten Experience inbox).  This will alert a member of the concierge team to help mediate the issue, whether helping with communications or issuing a refund if canceling.  You can also leave a note for the provider in the reply box provided.  Keeping all communications on the garten platform will help us with visibility if there should be a matter we will need to resolve on your behalf.

Rescheduling

• There is no fee to reschedule an event with 10 business days notice. 
• If you provide less notice, the provider will do their best to accommodate your request.  However, the provider may require a partial or whole payment as other business or income opportunities will have been lost. 
• Keeping all communications on the garten Experience platform will help us resolve any issues that might arise. 

Bad Weather

• If you are expecting bad weather in your area and want to reschedule your service, please reach out to your provider as soon as possible, via the garten Experiences platform.
• There is no cancellation fee for events cancelled due to weather or “force majeure” so long as those events are rescheduled within 30 days.
• If you provide less than 4 hours notice of weather cancellation, you may be charged a fee equivalent to 1 hour if your provider is already en-route. 
• The provider may proactively reschedule your service if the weather is predicted to be very extreme, if your provider has trouble commuting, or if conditions are un-safe. If this event, the provider will reschedule your service to another day. 
• Keeping all communications on the garten Experience platform will help us resolve any issues that might arise. 

Holidays

• If your regularly scheduled event falls on a holiday and you want to reschedule your service, please let your provider know as soon as possible.  The provider will assume services will proceed as planned unless they hear otherwise from you.
• Keeping all communications on the garten Experience platform will help us resolve any issues that might arise.