The short version
- Changed your mind within two hours of booking? Full refund, as long as the booking is at least 24 hours away.
- Cancel 72 hours or more before the start: full refund.
- Cancel between 24 and 72 hours before: 50% of the provider rate back.
- If a provider cancels or does not show up, you get everything back plus a 10% credit.
- Power outage at a space without backup power? Reschedule free or get a refund for the lost time.
About this policy
This policy applies to every booking made on Content Slots and forms part of our Terms of Service and Provider Agreement. It is the same for every listing so you always know where you stand. A provider may offer you more flexible terms, which will be shown on the listing, but can never apply stricter terms.
This policy does not limit your rights under the Consumer Protection Act 68 of 2008, including your right under section 17 to cancel an advance booking subject to a reasonable cancellation charge.
If you cancel
You can cancel in the app, on the website under My Bookings, or by emailing hello@contentslots.com. The time we receive your cancellation decides which tier applies.
| When you cancel | What you get back |
|---|---|
| Within 2 hours of making the booking, if the start time is at least 24 hours away | 100% of everything you paid |
| 72 hours or more before the start time | 100% of everything you paid |
| Between 24 and 72 hours before the start time | 50% of the provider rate and 100% of any extras the provider has not yet prepared |
| Less than 24 hours before the start time, or you do not arrive | No refund of the provider rate. Unused extras that the provider has not prepared are refunded |
If you have only paid the 50% deposit when you cancel, you will never owe more than the amount the provider is entitled to keep under the tier that applies. Any difference is refunded or, where the balance has not been charged, simply not charged.
Money kept under a late cancellation goes to the provider, who reserved that time for you.
Rescheduling
- You may reschedule once for free, 48 hours or more before the start time, to any available slot with the same provider within 90 days. Any price difference is charged or refunded.
- Less than 48 hours before the start time, rescheduling needs the provider's agreement. If they do not agree, the cancellation tiers above apply.
If the provider cancels
If a provider cancels your booking at any time, you receive:
- a full refund of everything you paid; and
- a Content Slots credit equal to 10% of the booking total, valid for 12 months; and
- our help finding a comparable replacement for the same date. If the replacement costs more, and we arranged it within 72 hours of your start time, we cover the difference in the provider rate up to 20% of your original booking total.
Late arrival or no show by the provider
- If the provider is more than 30 minutes late, or the space is not ready and accessible within 30 minutes of the start time, you may either extend the booking by the time lost at no charge, if the provider can accommodate it, or cancel for a full refund.
- If the provider does not show up or the space is not available, you receive the same remedies as when a provider cancels.
If something is not as described
If the service, space or equipment is materially different from the listing, unsafe, or not clean and fit for use, tell the provider immediately and report it to us with photographs or other evidence within 24 hours after the booking ends. Where the provider's payout has not yet been settled, we will pause it while we review the matter and aim to decide within five business days. Depending on what happened, we may give you a full or partial refund, a credit, or a rebooking.
Power outages and events beyond anyone's control
- Every space listing must state whether the space has backup power. If a space without backup power loses electricity for more than 30 minutes during your booking, you may choose a free reschedule of the lost time or a refund of the provider rate for the time lost.
- If a booking cannot go ahead because of events outside the control of both you and the provider, such as severe weather warnings, flooding, civil unrest or a government restriction, you may reschedule free of charge or receive a full refund.
How refunds are paid
- Refunds are processed to your original payment method through Paystack. Where that is not possible, we refund by EFT to a bank account in your name.
- We start processing a refund within three business days of the cancellation or our decision.
- Your bank may take a further 5 to 10 business days to show the refund.
- If you prefer, you can take a refund as Content Slots credit instead, and we add an extra 5% to the credit.
Security deposits, extra time and damage
- Where a listing requires a refundable security deposit, it is returned within five business days after the booking, less the reasonable cost of any damage beyond normal wear and tear.
- A provider claiming damage must report it with evidence within 48 hours after the booking ends. You will be shown the evidence and given the chance to respond before any amount is kept.
- Extra time is charged only if you agreed to it on the day through the Platform.
Questions and disputes
Email hello@contentslots.com. We acknowledge every request within one business day. If you are not satisfied with our decision, you may use the complaint routes in our Terms of Service.