FAQ for vendors

As soon as your profile is complete (price, minimum spend, travel zones, mandatory fields), active, and you've accepted the current T&Cs, the automatic matching (Top Match) adds you to the pool. When a customer fills out the planner, they see all complete profiles within reach in their dashboard – including yours – each with a total price calculated from your profile data, sorted by best price. If they choose you as one of up to three favourites, a quote with a fixed price is created immediately in your name. If the customer accepts it, they reserve it: their payment is only authorised for now, and you have 24 hours to accept or decline the booking before it becomes fixed and the money is charged. The customer also gets an automatic welcome message from eisbuchen.de explaining how they book and that they can ask you questions here in the chat. You'll be notified by email, and can reply in the chat, adjust the quote and resend it, or cancel if the date doesn't suit you.

A customer has accepted an automatically created quote and thereby reserved it – their payment is authorised but not yet charged. You'll see the reservation in the Requests area and decide with one click: Accept charges the payment and books the date firmly, Decline cancels the authorisation for the customer without anything being charged. You have 24 hours to do this.

The reservation lapses automatically: the customer’s payment hold is cancelled, they are not charged, and they can turn to other vendors in their dashboard. After 12 hours you get a reminder so this does not happen to you – please respond promptly, the customer is waiting for your confirmation.

Because in this case you wrote the quote yourself, for example after a chat conversation – which means you've already committed. The booking then becomes binding as soon as the customer pays, with no 24-hour deadline. The deadline only applies to quotes automatically created from your profile that the customer accepts as a reservation.

Cancel in the chat if a date does not suit you. If the customer’s payment was only held (reservation), the hold is cancelled – nothing is charged. If it had already been collected, for example because you wrote a quote yourself, the customer is refunded. For dates when you cannot do it anyway, it is best to enter them in the calendar as time off beforehand: then no quote will be sent in your name for those days at all.

You set your price per scoop or tub, your minimum spend and your travel zones under Edit profile. The platform uses exactly this information to automatically calculate the total price for every matching request and sends a binding quote in your name straight away – you don't need to calculate anything yourself. If you don't like the quote, you can adjust it in the chat and resend it.

Your profile is shown once it's marked as complete (photo, description, location, at least one flavour) and counts as active. You can control your visibility at any time under Settings → Show / hide profile.

A profile is free for as long as the platform hasn't brought you 2,500 € in turnover through referred bookings yet – no subscription, no credit card. Only once you cross this threshold does a partner subscription become due: 240 € a year, cancellable at any time. The idea behind it: you only pay once the platform has already paid off for you. The subscription also lowers the service fee for your customers from 16 % to 13 % – making your quote cheaper and ranking it higher in search.

We take 0 % commission on your ice cream revenue – today, tomorrow and for ever. The total price in the quote is a fixed price for the included quantity and is just as binding for you as for the customer: only if guests really consume more at the event than the quote states do you settle that extra quantity directly with the customer at your own unit prices – this does not go through the platform. Your share is 100 % yours. The platform is funded by a service fee that the customer pays on top of your price, and by the partner subscription (€240 a year), which only becomes due once the platform has brought you more than €2,500 in annual revenue. A commission on your revenue is and remains excluded.

Your ice cream revenue does not go through eisbuchen.de: the customer pays you directly after the event, against your invoice, by bank transfer or in cash. Only the service fee, which the customer pays on top of your price, goes through the platform – it goes to eisbuchen.de, not to you. If you have activated a deposit, it lands in your Stripe account but is initially frozen there: it is paid out automatically as soon as the customer has rated you with at least 3 stars, at the latest 14 days after the event; you deduct it from your final invoice.

Yes, optionally. In the “Deposit” section of your dashboard you can activate a deposit level of 20, 30, 40, or 50 % of your share – for this you need a Stripe payout account (one-off identity check), complete invoicing details and your permission for us to create the deposit invoice in your name. Once the level is active, the customer automatically pays the deposit together with the service fee for every new booking. The amount lands in your Stripe account straight away but is frozen there: it is paid out automatically as soon as the customer has rated you with at least 3 stars, at the latest 14 days after the event; you deduct it from your final invoice. Without an active level there is no deposit.

If you cancel a confirmed booking, the customer always gets the service fee and any deposit back in full – let them know as soon as possible via the chat. If the customer cancels instead, a fixed scale applies: 100 % refund from 14 days before the event, 50 % 7–13 days before (you then receive the remaining 50 % of a deposit as compensation for the cancellation), no refund less than 7 days before – a deposit then goes to you in full as compensation. You discuss date changes in the chat: after the booking you confirm change requests directly, before the booking you create a new quote with a new total price if needed. More details in §4a of our T&Cs.

Yes. Under Edit profile → Travel area you can set a maximum radius in kilometres. Requests outside this area are still shown to you – you then decide for yourself whether to accept them.

After a completed booking, eisbuchen.de automatically sends the customer a review request. You don't need to do anything. Reviews appear on your profile and improve your ranking.

Email us at hallo@eisbuchen.de or use the Help Centre. We usually reply within one working day.