Legal
Refund policy
Effective date: April 27, 2026 · Last updated: April 27, 2026
Overview
Build My Moment LLC operates a marketplace that connects event planners with independent vendors in Kansas City, St. Louis, Columbia, Springfield, and Jefferson City, Missouri. When you book a vendor, you pay a 50% deposit through PayPal. From every deposit, Build My Moment retains a flat $25 booking fee. The remainder of the deposit is paid out to the vendor through the PayPal Payouts API. The remaining 50% balance is paid by the planner directly to the vendor at the event. This page explains how refunds are handled across these flows.
The $25 booking fee is non-refundable
The $25 booking fee compensates Build My Moment for matchmaking, payment processing, customer support, and platform operations. It is non-refundable except where the vendor cancels the booking, the cancellation is caused by a confirmed vendor error, or applicable law requires refund. In those cases, the booking fee is waived in full and you receive a complete refund of your deposit.
Planner-initiated cancellations
Each vendor sets and publishes its own cancellation policy in its service packages. The general framework below applies unless the individual vendor terms are more generous:
- 30 or more days before the event: the vendor decides at its discretion whether to refund part or all of its share of the deposit. Many vendors offer a partial refund or transfer your deposit to a future date. The $25 booking fee is not refunded.
- 15 to 29 days before the event: deposits are typically retained by the vendor to compensate for held dates and lost bookings. The $25 booking fee is not refunded.
- Less than 15 days before the event: deposits are generally non-refundable, although some vendors will allow a date change subject to availability. The $25 booking fee is not refunded.
Always review the specific cancellation terms shown on the vendor profile and your booking confirmation. Those terms control where they are stricter or more generous than the framework above.
Vendor-initiated cancellations
If a vendor cancels a booking for any reason other than a documented force majeure event, the planner receives a 100% refund of the deposit and the $25 booking fee is waived. We will refund the full amount to the planner's original PayPal account and help locate a replacement vendor where possible. Vendors who cancel without justification may be subject to suspension or removal under our Vendor Policy.
Weather and force majeure
Severe weather, natural disasters, public health emergencies, civil unrest, government orders, and similar events outside the control of either party are handled by the vendor under its published policy. Common outcomes include rescheduling at no cost, partial credit toward a future booking, or partial refund. Build My Moment does not unilaterally override a vendor's force-majeure terms; we do, however, mediate any unresolved dispute and act in good faith to reach a fair outcome for both parties.
How to request a refund
- Contact your vendor directly through the booking thread to confirm the cancellation reason and timing.
- Email buildmymoment@gmail.com with your booking ID, vendor name, event date, and a brief explanation. Attach any supporting documentation.
- Our team will review the request, confirm the applicable refund amount with the vendor, and respond within five business days.
- If a refund is approved, we issue it through PayPal back to the original payment account.
Processing time
Approved refunds are typically processed within 5 to 10 business days from the date of approval. The funds are returned to the original PayPal account used for the deposit. PayPal may take additional time to release the funds to a linked bank account or card depending on its own policies and your bank.
Vendor subscription refunds
Vendors pay $10 per month, with the first month free. Subscription cancellations take effect at the end of the current billing period and no proration applies. Refunds for subscription charges are issued only where we have charged you in error or where required by law. Email buildmymoment@gmail.com to request review.
Chargebacks and disputes
We strongly discourage opening a PayPal dispute or initiating a chargeback before contacting us. Most issues can be resolved quickly through our support team. Initiating a chargeback while a booking is active or under review may result in suspension of your account and forfeiture of platform protections. We respond to and contest unwarranted chargebacks with full evidence, including booking records and communications.