Version 3.0 · Effective [DATE] · Replaces Version 2.0 (August 21, 2026)
This Payment, Cancellation & Refund Policy ("Policy") covers every payment, deposit, fee, cancellation, refund, payout and chargeback made through NContro ("NContro," "we," "us"). By booking or accepting a booking on NContro, Customers and Vendors agree to this Policy.
Summary
Customers pay the Vendor's price plus a 5% Booking Protection Fee. The total you see already includes it.
Vendors pay an 8% Vendor Service Fee, taken from each payment before payout.
NContro never adds a credit card surcharge. Tips go 100% to the Vendor with no fees.
If a Vendor cancels or doesn't show up, the Customer gets every dollar back, fees included.
If a Customer cancels, refunds follow the Vendor's cancellation policy shown at booking, and the Booking Protection Fee is not refunded.
1. NContro's Role
1.1 NContro is an online marketplace that connects Customers with independent Vendors.
1.2 NContro processes payments for bookings, but it does not provide the services booked. The contract for services is between the Customer and the Vendor.
2. Payment Processing
2.1 Payments are processed by our third-party payment processor, Stripe. By paying or accepting payment on NContro, you also agree to the processor's terms.
2.2 NContro does not store full payment card numbers.
2.3 NContro does not charge a separate credit or debit card processing fee or surcharge. Our fees in Section 3 cover payment processing.
3. Fees
3.1 Booking Protection Fee (paid by the Customer). NContro charges the Customer a fee equal to 5% of each payment for services (deposit, balance and any installment). It pays for secure payment handling, holding funds until the Vendor is paid, refund handling, customer support, and the protections in Section 9.
3.2 Vendor Service Fee (paid by the Vendor). NContro keeps 8% of each Customer payment for services before paying the Vendor.
3.3 Tips. Tips are passed to the Vendor in full. Neither fee applies to tips.
3.4 Fees are locked at booking. The fee rates in effect when a booking is confirmed apply to every payment on that booking, even if NContro changes its fees later.
3.5 Optional paid features. NContro may offer optional paid features to Vendors, such as premium listings or advertising. Their prices are shown before purchase and are separate from booking payments.
Example. A Vendor quotes $1,000. The Customer pays $1,050 in total ($1,000 + $50 Booking Protection Fee). The Vendor receives $920 ($1,000 − $80 Vendor Service Fee).
4. Prices Shown to Customers
4.1 Every price NContro shows a Customer for a Vendor's services includes the Booking Protection Fee. Sales tax, where it applies, is shown separately.
4.2 Some services are priced by quote, based on the Customer's choices (for example, guest count, hours or menu). For those, NContro shows the factors that set the price, the Booking Protection Fee, and that the final total may vary. The exact total is shown before the Customer accepts the quote.
5. Deposits and Payment Schedule
5.1 Each Vendor sets its own deposit (none, a fixed amount, or a percentage) and when the balance is due. These terms are shown to the Customer before the booking is confirmed.
5.2 A booking is confirmed only when (a) the Customer accepts the quote or booking agreement, (b) the deposit is successfully paid, and (c) NContro sends a booking confirmation.
5.3 If the Customer does not pay the balance by its due date, the Vendor may cancel. That cancellation is treated as a Customer cancellation under Section 8.
6. Vendor Payouts
6.1 NContro pays Vendors after the Customer's payment has cleared and any holding period has ended. Payouts are made through Stripe Connect or, where a Vendor is not yet set up for it, by manual transfer.
6.2 NContro may delay a payout when reasonably necessary to investigate fraud, resolve a chargeback or Customer dispute, verify Vendor information, handle a pending refund, comply with law, or address a suspected policy violation.
7. Cancellation Policies
7.1 Each Vendor chooses a cancellation policy for its bookings. The policy is shown to the Customer before booking and is saved in the Booking Agreement.
7.2 The cancellation policy, deposit terms and payment schedule in the Booking Agreement govern that booking. A Vendor's later changes do not apply to an existing booking unless both the Customer and Vendor agree on NContro, or the law requires it.
8. Customer Cancellations
8.1 If a Customer cancels, the refund of payments for services follows the Vendor's cancellation policy in the Booking Agreement.
8.2 The Booking Protection Fee is not refundable when the Customer cancels, unless the law requires a refund. It covers payment processing costs that NContro cannot recover, including on refunds.
8.3 If a Customer fails to attend a booked event without notice, it is treated as a Customer cancellation on the event date.
9. Vendor Cancellations and No-Shows
9.1 If a Vendor cancels a confirmed booking, or fails to show up without a lawful or contractual excuse, the Customer receives a full refund of everything paid through NContro, including the Booking Protection Fee.
9.2 The Vendor will not receive payment for that booking. Any amount already paid out must be returned to NContro.
9.3 The Vendor owes NContro the cost of the cancellation, equal to the Booking Protection Fee refunded to the Customer. NContro may deduct it from the Vendor's future payouts.
9.4 NContro may also help the Customer find another Vendor, and may lower the Vendor's ranking, issue warnings, or suspend or close the Vendor's account for repeated cancellations or no-shows.
10. Refunds Issued by NContro
10.1 NContro may issue a refund in its discretion, for example to correct an error or resolve a problem. NContro will tell both the Customer and the Vendor.
10.2 When NContro issues a refund that is not caused by the Customer or the Vendor, NContro covers the processing cost.
11. How Refunds Work
11.1 Refunds go back to the original payment method. They usually appear within 5–10 business days, depending on the Customer's bank.
11.2 When a payment is partly refunded, the refunded amount is taken from the Vendor's share and NContro's fees in proportion to each.
11.3 The Vendor Service Fee is reversed on any amount refunded to the Customer. NContro keeps the Vendor Service Fee on any amount the Vendor keeps under its cancellation policy.
11.4 While a refund is being reviewed, NContro may hold the related Vendor payout.
12. Payments Outside NContro
12.1 Customers and Vendors who meet on NContro must book and pay through NContro. Vendors may not ask Customers to pay them directly for a booking that started on NContro.
12.2 Payments made outside NContro are not covered by this Policy or the protections in Section 9.
12.3 NContro may suspend or close the account of a Vendor who takes bookings off the platform to avoid fees.
13. Disputes
13.1 Customers and Vendors should first try to resolve disputes through NContro messages.
13.2 NContro may help by facilitating communication or reviewing records, but NContro is not a court, arbitrator, insurer or guarantor, and is not required to decide every dispute.
14. Chargebacks
14.1 If a Customer disputes a payment with their bank, NContro may hold the Vendor's related payout while the dispute is open.
14.2 Vendors must provide records NContro or the payment processor reasonably requests, such as contracts, quotes, invoices, messages, photos, receipts and proof of service.
14.3 If a chargeback is decided against the Vendor, NContro may recover the disputed amount and the processor's dispute fee from the Vendor's future payouts, as permitted by law.
15. Platform Records
15.1 To handle refunds, disputes, chargebacks, cancellations, no-shows, fraud or compliance matters, NContro may keep, review and, where legally permitted, share relevant records. These include booking agreements, cancellation policies, timestamps, payment and refund records, messages and uploaded documents.
15.2 NContro may share these records with payment processors, banks, regulators or law enforcement where permitted by law and our Privacy Policy.
16. Fraud Prevention
NContro may suspend payments, delay payouts or cancel transactions when reasonably necessary to investigate suspected fraud, unauthorized activity, payment abuse, identity theft or policy violations.
17. Taxes
17.1 Customers pay any taxes that apply to their purchases.
17.2 Vendors are responsible for reporting and paying taxes on their business income, unless the law requires NContro to collect, remit or report certain taxes.
18. Currency
All payments are in U.S. dollars. Any foreign exchange or bank fees are set by the user's bank or card issuer.
19. Payment Errors
Tell NContro promptly about any suspected payment error or unauthorized charge. We will investigate with our payment processor but cannot guarantee the result.
20. Changes to This Policy
20.1 NContro may update this Policy. We will post the new version with its effective date and notify users of material changes.
20.2 Changes do not apply to bookings already confirmed (see Sections 3.4 and 7.2).
21. Governing Law
21.1 This Policy is governed by the laws of the Commonwealth of Virginia, as set out in the NContro Terms of Service.
21.2 Nothing in this Policy limits any right a Customer has under the Virginia Consumer Protection Act or other law that cannot be waived by contract. Where this Policy says a fee or payment is not refundable, that applies except where the law requires a refund.
22. Contact
Questions about payments, refunds or cancellations:
NContro 2000 N Beauregard St #345, Alexandria, VA 22311 [email protected] · (901) 573-7661 https://www.ncontro.com