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Help documents

Frequently Asked Questions (FAQ)

Welcome to the Zinnia FAQ! Find answers to common questions about using our wedding marketplace platform.

Table of Contents

For Couples:

For Vendors:

General:

For Couples

Getting Started (Couples)

Q: What is Zinnia?
A: Zinnia (Plan Zinnia, LLC) is a wedding marketplace platform that connects couples planning their weddings with professional wedding service vendors. We help you find, compare, and book photographers, florists, venues, DJs, caterers, and other wedding professionals all in one place.

Q: Is Plan Zinnia free to use for couples?
A: Yes! Creating an account and browsing vendor listings is completely free for couples. When you book a service, you'll pay the vendor's listed price plus a $3.99 Plan Zinnia platform fee, applicable taxes, and a payment processing fee (typically 2.9% + $0.30, charged by Stripe). If you choose a Buy Now, Pay Later option (Affirm or Klarna), a slightly higher processing rate applies. All fees are itemized at checkout — nothing is hidden.

Q: How do I create an account?
A: Click "Sign Up" in the top right corner, enter your email and create a password. You'll be asked for basic information about your wedding and yourself (date, location) to help us show you relevant vendors.

Q: Can non-wedding services be listed on Plan Zinnia?
A: Absolutely! Plan Zinnia is dedicated to making wedding planning seamless, but we know love doesn't stop at the altar. Vendors may offer services for other milestone events — just know that our couples are here with weddings on the mind.

Q: Do I need an account to browse vendors?
A: You can browse vendor listings without an account, but you'll need to create a free account to message vendors, request quotes, or make bookings.

Q: What types of wedding services can I find on Zinnia?
A: We have vendors across all major wedding categories including:

  • Photographers & Videographers
  • Venues
  • Florists
  • Hair & Makeup Artists
  • And more coming soon!

Searching and Booking

Q: How do I search for vendors?
A: Use the search bar on our homepage or browse by category. You can filter by location, price range, availability. Our search uses your wedding date and location to show you the most relevant vendors.

Q: What if a vendor isn't available on my date?
A: If a vendor's doesn't show up on a given day, then you can add them to your favorites and check back later, or browse similar vendors in the same category and price range.

Q: Can I contact vendors before booking?
A: Absolutely! Use our messaging system to ask questions, discuss your needs, and request custom quotes before committing to a booking. Most vendors respond within 24 hours.

Q: How does the booking process work?
A:

  1. Find a vendor and click "Book Now"
  2. Select your service package and date
  3. We'll provide your event details
  4. Submit payment
  5. Vendor will confirm the booking on their side within 24 hours.
  6. You're all set! The vendor will contact you to finalize details

Q: Is my booking confirmed immediately?
A: After you submit payment, the vendor has 24 hours to confirm. Most vendors confirm within a few hours. Once confirmed, you'll receive a confirmation email and your date is secured.

Q: Can I book multiple vendors
A: Yes! You can book as many vendors as you need for your wedding. Each booking is managed separately in your account dashboard.

Q: What happens if a vendor rejects my booking request?
A: If a vendor declines your request, your payment is immediately refunded. The vendor may provide a reason (such as unavailability or services not matching your needs). You can then search for and book another vendor.

Payments and Pricing (Couples)

Q: How do I pay for services?
A: All payments are securely processed through Stripe. We accept major credit cards, debit cards, and other payment methods supported by Stripe.

Q: When am I charged?
A: You're charged when you submit a booking request. The payment is held securely in escrow until the service is completed.

Q: Are there any fees for couples?
A: Your checkout shows an itemized breakdown: the vendor's service price, our $3.99 platform fee, applicable taxes, and a payment processing fee (typically 2.9% + $0.30, charged by Stripe). What you see at checkout is what you pay — no hidden charges.

Q: When does the vendor receive payment?
A: After your wedding event, you'll be asked to confirm that the service was completed. Once confirmed or after 24 hours with no action, the vendor receives their payment. This protects you in case of service issues.

Q: What if I'm not satisfied with the service?
A: If there's an issue with service delivery, don't confirm completion. Contact us immediately through info@planzinnia.co with details and evidence. We'll mediate the dispute and may issue a partial or full refund depending on the circumstances.

Q: Can I get an invoice or receipt?
A: Yes! You'll receive a receipt immediately after payment in your couple dashboard. You can also download invoices from your account dashboard under "My Payments."

Q: Is my payment information secure?
A: Absolutely. We use Stripe for payment processing, which is PCI-DSS compliant and uses industry-leading security. We never store your complete credit card information.

Cancellations and Refunds (Couples)

Q: Can I cancel a booking?
A: Yes. Refund eligibility for the service amount depends on timing:

  • 6 or more months before the event: Full refund of the service amount.
  • 3 to 6 months before the event: 50% refund of the service amount; 50% retained by the vendor.
  • Less than 3 months before the event: No refund. The full service amount is paid to the vendor.

The $3.99 Plan Zinnia platform fee is non-refundable in all cases except when the vendor cancels or fails to confirm. Individual vendors may offer more generous cancellation terms; check the vendor's listing.

Q: Is there a grace period right after I book?
A: Yes. If you book at least 30 days before your event, you have 24 hours from the time of booking to cancel for a full refund of the service amount — no questions asked. The $3.99 platform fee is non-refundable. This grace period does not apply to bookings made within 30 days of the event. To use it, email info@planzinnia.co within 24 hours of booking.

Q: How do I cancel a booking?
A: Email info@planzinnia.co with your booking reference and the reason for cancellation. We'll process your cancellation according to the tiers above and send email confirmation with refund details. A self-service cancellation flow is in development.

Q: How long do refunds take?
A: Refunds are issued to the original payment method and are processed within 5–10 business days of approval. Your bank may take additional time to credit your account. You'll receive email confirmation when the refund is processed.

Q: What if the vendor cancels on me?
A: If a vendor cancels your booking, you receive a full refund immediately, regardless of timing. We'll also help you find a replacement vendor if possible.

Q: Can I reschedule instead of canceling?
A: Yes! Contact your vendor through the messaging system to discuss rescheduling. Both you and the vendor must agree to the new date. There's no fee for rescheduling if both parties agree.

Q: What if there's bad weather on my wedding day?
A: Typical weather (rain, wind) is not grounds for cancellation. However, in cases of severe weather events (hurricanes, blizzards, government-mandated evacuations), we may grant exceptions. Contact info@planzinnia.co with documentation.

Reviews and Communication

Q: Can I leave a review for a vendor?
A: Yes! After your wedding event and service completion, you'll be invited to leave a review. Reviews help other couples make informed decisions.

Q: Are reviews verified?
A: Yes. Only couples who have actually booked and completed a service through Plan Zinnia can leave reviews for that vendor.

Q: Can vendors delete negative reviews?
A: No. Vendors cannot delete or edit your review. However, they can respond publicly to explain their side. We only remove reviews that violate our policies (fake reviews, abusive language, etc.).

Q: How do I communicate with vendors?
A: Use our built-in messaging system. All business communication should happen through Plan Zinnia to protect both parties and keep a record of agreements.

Q: Will vendors have my contact information?
A: After a booking is confirmed, vendors receive your name, email, and phone number to coordinate service details.

Q: What if a vendor asks me to pay outside the platform?
A: Never pay vendors outside of Plan Zinnia for services booked on our platform. This violates our Terms and removes your payment protection. Report this behavior to info@planzinnia.co.

For Vendors

Getting Started (Vendors)

Q: What is Plan Zinnia and how does it work?
A: Plan Zinnia is a marketplace that connects wedding service professionals with couples planning their weddings. We help you reach more clients, manage bookings, and get paid securely—all in one platform.

Q: How do I become a vendor on Plan Zinnia?
A: When you sign up select "I'm a Vendor" and complete your business profile, set up your Stripe Connect account for payments, and create your service listings. Our team will review and approve your storefront and Services, usually within 1-2 business days.

Q: What are the requirements to join?
A: You must:

  • Be at least 18 years old
  • Have appropriate licenses and insurance for your services
  • Provide accurate business information
  • Set up a Stripe Connect account
  • Agree to our Vendor Agreement and Terms

Q: Is there a cost to join?
A: Creating a vendor account is free! We offer Free, Solo, and Team tiers with progressively enhanced features. See "Fees and Pricing" below for details.

Q: How long does approval take?
A: Most vendor profiles are reviewed and approved within 1-2 business days. You'll receive an email notification when your account is approved and you can start accepting bookings.

Q: Can I offer multiple types of services?
A: Yes! You can create listings for different service types. For example, if you're both a photographer and videographer, you can have separate Services under your storefront.

Account and Listings

Q: What's the difference between Free, Solo, and Team tiers?
A:

  • Free ($0/month + 5% booking fee): Unlimited listings, calendar and availability management, direct bookings, secure payments via Stripe, in-app messaging, and reviews.
  • Solo ($29/month + 1% booking fee): Everything in Free, plus a lower 1% booking fee that pays for itself on a single $725 booking.
  • Team ($59/month + 1% booking fee): Everything in Solo, plus team member accounts, shared calendar across staff, multi-listing management, and team availability coordination. Pays for itself on a single $1,475 booking.

Q: How do I create a compelling listing?
A:

  • Use high-quality photos of your actual work
  • Write detailed, accurate service descriptions
  • Set clear pricing
  • Specify what's included in each package
  • Keep your availability calendar up to date
  • Respond quickly to inquiries

Q: Can I edit my listings after they're published?
A: Yes! You can update your listings, pricing, photos, and availability anytime through your vendor dashboard.

Q: How does the calendar work?
A: Your calendar shows your availability. Mark dates as unavailable to prevent double-bookings. When someone books you through Zinnia, that date is automatically blocked.

Q: Can I add team members to my account?
A: Yes, with a Team tier account! You can add assistants, second shooters, coordinators, etc. They'll have limited access to help manage bookings and communications.

Q: How do I stand out from other vendors?
A:

  • Upload stunning portfolio photos
  • Get great reviews from clients
  • Respond quickly to messages (within a few hours)
  • Keep your calendar updated
  • Offer competitive pricing
  • Consider upgrading to Solo or Team for a lower booking fee

Bookings and Payments (Vendors)

Q: How do bookings work?
A:

  1. Couple requests a booking
  2. You receive a notification
  3. You have 24 hours to accept or decline
  4. Once accepted, the booking is confirmed
  5. You provide the service
  6. After completion confirmation, you receive payment

Q: When do I get paid?
A: After the wedding event, the couple confirms service completion. Once confirmed or after 24 hours, payment is transferred to your Stripe account minus our platform fee. From Stripe, it typically takes 2-3 business days to reach your bank.

Q: Why is the payment held in escrow?
A: When a couple books you, their payment is held securely by Zinnia until service completion. This protects both you (guaranteed payment) and the couple (ensures service delivery).

Q: How do I set up payments?
A: You'll connect a Stripe Connect account during registration. Stripe handles all payment processing. You'll need to provide:

  • Bank account information
  • Tax information (W-9 or W-8)
  • Business verification details

Q: What if a couple doesn't confirm service completion?
A: If the couple doesn't take action within 24 hours after the event date, completion is automatically confirmed and you receive payment.

Q: What if there's a dispute?
A: If a couple disputes service quality, payment may be held while we mediate. Provide all evidence (contract details, communications, photos). We'll make a fair determination. Most disputes are resolved in 14 business days.

Fees and Pricing (Vendors)

Q: What does Zinnia charge?
A:

  • Free: $0/month + 5% booking fee on completed bookings
  • Solo: $29/month + 1% booking fee on completed bookings
  • Team: $59/month + 1% booking fee on completed bookings

The booking fee covers payment processing, customer support, marketing, and platform infrastructure.

Q: Are there any other fees?
A: Stripe charges payment processing fees (typically 2.9% + $0.30 per transaction). The couple pays this directly at checkout — it's shown as a separate "Processing fee" line on their order summary. It's not deducted from your payout. Buy Now, Pay Later options (Affirm, Klarna) carry a higher processing rate, which is also passed to the couple.

Q: When are fees charged?
A: Booking fees are automatically deducted when we release payment to you after service completion. Solo and Team monthly subscriptions are charged on the anniversary of your upgrade.

Q: Can I pass fees on to customers?
A: No. Your listed price is what couples pay. You should factor our booking fee into your pricing when creating listings.

Q: Are Solo and Team worth it?
A: If you're booking regularly, yes! The lower 1% booking fee (a 4% savings) often pays for itself quickly — Solo on a single $725 booking, Team on a single $1,475 booking. Team also unlocks team member accounts, shared calendar across staff, multi-listing management, and team availability coordination.

Q: How do I upgrade to Solo or Team?
A: Go to your vendor dashboard and choose your tier. You'll be charged immediately and get instant access to the upgraded features.

Q: Can I cancel my subscription?
A: Yes, anytime. Your paid features continue until the end of your billing period, then you'll revert to the Free tier. No refunds for partial months.

Q: Am I responsible for my own taxes?
A: Yes. You are an independent contractor, not an employee of Plan Zinnia, LLC. This means:

  • You are responsible for all income taxes on earnings from the platform
  • Zinnia does not withhold taxes from your payments
  • You will receive a 1099-K form if you earn over the IRS threshold (typically $600/year)
  • You should set aside money for quarterly estimated tax payments
  • Consult a tax professional or accountant for guidance on your specific situation
  • You may be able to deduct business expenses (equipment, travel, marketing, etc.)

Q: What tax documents will I receive?
A: If your annual earnings through Zinnia meet the IRS reporting threshold, you'll receive a 1099-K form by January 31st. This form reports your gross payment volume to you and the IRS. Keep good records of your expenses throughout the year for tax deductions.

Cancellations and Policies (Vendors)

Q: What if I need to cancel a booking?
A: Vendors are expected to fulfill all confirmed bookings. Cancellation by a vendor is treated as a serious breach of trust and may result in account warnings, suspension, or termination. If you must cancel a confirmed booking, contact info@planzinnia.co immediately with a detailed explanation. The couple will receive a full refund (including the platform fee). Account consequences are determined by Plan Zinnia based on circumstances and history. A self-service vendor cancellation flow is in development.

Q: What if I have an emergency?
A: In extraordinary circumstances beyond your control (natural disasters, medical emergencies, military deployment, government-mandated event restrictions), Plan Zinnia may grant exceptions on a case-by-case basis. Contact info@planzinnia.co with documentation as soon as possible.

Q: What if a couple cancels?
A: Your compensation depends on how far in advance the couple cancels:

  • 6 or more months before the event: Full refund to the couple; vendor receives nothing.
  • 3 to 6 months before the event: 50% retained by the vendor; 50% refunded to the couple.
  • Less than 3 months before the event: Full service amount paid to the vendor; no refund to the couple.

Q: Can I set my own cancellation policy?
A: You can set policies within our guidelines. You cannot have more restrictive policies than our standard terms, but you can be more lenient if you choose.

Q: What if a couple doesn't show up on the wedding day?
A: If a couple fails to provide access or cancels same-day, you receive full payment and keep the date.

Q: How do I handle difficult clients?
A: Document all communications through the Zinnia messaging system. If there's a serious issue, contact support@planzinnia.com. We can mediate and, in extreme cases, remove abusive users from the platform.

General

Platform and Security

Q: Is Zinnia safe to use?
A: Yes! We use industry-standard security measures:

  • SSL encryption for all data transmission
  • Secure payment processing through Stripe (PCI-DSS compliant)
  • We never store complete credit card information
  • Regular security audits

Q: How do I know vendors are legitimate?
A: We verify all vendor accounts before approval. However, we recommend:

  • Reading reviews from other couples
  • Checking their portfolio
  • Communicating through our messaging system
  • Meeting vendors before booking when possible

Q: What if I encounter fraud or scams?
A: Report suspicious activity immediately to info@planzinnia.co. Never pay vendors outside the platform or share sensitive financial information through messages.

Q: How is my personal information protected?
A: See our Privacy Policy for complete details. We never sell your personal information and only share it as necessary to facilitate bookings.

Q: Can I delete my account?
A: Yes. Go to Account Settings > Delete Account. You must fulfill any outstanding bookings first. Your data will be deleted within 30 days (subject to legal retention requirements).

Q: Does Zinnia work on mobile?
A: Yes! Our platform is fully responsive and works on all devices.

Support and Contact

Q: How do I contact customer support?
A: Send all inquiries to info@planzinnia.co. Response time is within 24 hours.

Q: Where can I find help articles and guides?
A: Visit our Help Center at planzinnia.com/help for detailed guides on using the platform, best practices, and troubleshooting.

Q: Can I suggest new features?
A: Absolutely! We love feedback. Email suggestions to info@planzinnia.co or use the feedback button in your account dashboard.

Q: Do you offer phone support?
A: Currently we offer email support only, but we respond quickly!

Q: What if my question isn't answered here?
A: Contact our support team at info@planzinnia.co. We're here to help!

Q: How can I report a bug or technical issue?
A: Email info@planzinnia.co with details about the issue, including:

  • What you were trying to do
  • What happened instead
  • Browser and device information
  • Screenshots if possible

Q: Do you have social media?
A: Yes! Follow us for wedding inspiration, vendor spotlights, and platform updates:

  • Instagram: [INSERT HANDLE]
  • Facebook: [INSERT PAGE]
  • Pinterest: [INSERT PROFILE]
  • TikTok: [INSERT HANDLE]

Still Have Questions?

If you didn't find what you were looking for, we're here to help!

Contact Us:

  • Email: info@planzinnia.co
  • Visit: planzinnia.com/help-documents
  • Response time: Typically Within 24 hours

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