Cancellations & refunds
Customer cancellation, refunds and rights when a service cannot be delivered as agreed.
Version: 2026-11-01-v1
How to request cancellation
Write to team@catr.io with your order reference. CATR must review and confirm the cancellation and any credit note or refund. An overdue payment does not itself cancel an order.
Deposit treatment
The deposit is 10% of the accepted total including VAT and delivery. It counts towards the cancellation charge for voluntary customer cancellation, rather than being an extra administration fee. Mandatory rights and required reductions for saved costs or replacement sales take precedence.
Cancellation schedule
More than 14 days before the accepted start: the standard charge is 10% of the total. From 14 days down to and including 7 days: 55%. Less than 7 days: 100%. The refund is payments received minus the lawful cancellation charge, never below zero; any remaining cancellation amount is payable after deducting payments already received. Cut-offs use the event’s accepted start time and timezone (Europe/Copenhagen by default).
CATR cancellation or defective delivery
If CATR cannot supply the agreed service and no suitable replacement is accepted, payment for the undelivered part is refunded in full, including its deposit. Defects, partial delivery and force majeure are assessed individually without removing statutory rights. Moving a date requires a written agreement; otherwise the original order remains. CATR initiates an established refund within 14 calendar days to the original payment method, subject to mandatory shorter deadlines.