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Caterino Protect
How Protect works
With Protect, you pay for your order in advance. In the regular process, the provider receives the money after entering your release code.
- Select Protect when making your request.
- Accept a provider with a binding commitment.
- The provider specifies the order amount and event day.
- Pay the order amount and Protect fee.
- Give the provider your release code once you have received the service.
Costs
As a customer, you pay 1.9% of the order value plus €0.35, up to a maximum of €49. This fee is added to the order amount. The agreed order amount is paid to the provider without deductions for Protect.
For a €100.00 order, the fee is €2.25. You pay €102.25 in total.
Questions about Protect
Why use Protect?
In the normal process, you release the payment after receiving the service.
Which providers offer Protect?
Caterers and venue providers with a verified profile who offer Protect.
What is the minimum order amount for Protect?
From €100.
How far in advance must I arrange Protect?
You must make a binding acceptance of the provider at least nine full days before the start of the event day.
How can I pay?
By bank transfer, or by card for orders up to €500.
What if a bank transfer arrives late?
Transfers already sent may arrive within two banking business days after the payment deadline, but before the start of the day before the event. Without full payment on time, Protect ends. Partial amounts or later payments assigned to the order are authorised for a refund.
Can I agree on a lower amount with my provider?
During a resolution, you can propose a lower amount to your provider. Your provider can accept or make a counterproposal.
What should I do if there is a problem with my provider’s service?
Keep your release code and open a resolution from the event day, before a decision has been made about the money. Upload your evidence. You have seven days to reach an agreement. Without an agreement, Caterino reviews the case and decides on payment and refund.
What happens if my provider cancels or I cancel?
If the provider cancels before a resolution and before a decision about the money, your order amount and Protect fee are refunded. If you cancel, the cancellation deadline recorded when you paid applies. After that deadline, you can request cancellation. The Protect fee is not refunded if you cancel.
