Frequently Asked Questions

What is TENSANO?

TENSANO is a curated marketplace that makes it easy to book Luxury Event Vendors on short notice — typically within 88 days (just under three months). Finding premium vendors for last-minute events is usually difficult — TENSANO was built to simplify that process by connecting clients with top-tier professionals who are ready to deliver unforgettable experiences, even on a tight timeline.

How do I use this FAQ?

You can scroll down to browse frequently asked questions from both clients and vendors, or use your keyboard’s search function to quickly find specific topics.

On Windows, press CTRL + F
On Mac, press Command + F
Then type in a keyword related to your question (e.g., “payment”) and cycle through the matches.

Still can’t find what you’re looking for? Contact us or email us directly at info@tensano.com.

Client FAQ below — Vendor FAQ follows.

Client FAQ:

What type of Luxury Event Vendors can you find on TENSANO?

We're currently in the process of onboarding established vendors who can provide:

DJ Service
Luxury Restroom Service
MC/Emcee/Master of Ceremonies Service
Photo Booth Service
Photography and Videography Service
Professional Entertainment
Proposal Planning and Set Up
Tent Set up
Video Booth Service

Can't find your service on TENSANO? Let us know at info@tensano.com and we may add it to our platform!

How does it work?

If you've arrived here from a vendor's website or social media page, you can select the service that suits your needs from the vendor's profile, and jump to step 2 below.

Clients can browse from our vendor's listings, customize the search filters, and/or sort the listings to find what you're looking for.
Select a listing, pick the date, pick the time, and hit the 'Request to book' button. You will be prompted to create an account on TENSANO as a client (user type = 'Client') if you haven't done so already.
After creating the account, you will be redirected to complete the booking request and pay for the service. Please note - your card will only be charged when the vendor accepts the booking request.
The vendor will receive your booking request and may request additional information (e.g. location, primary point of contact, contract signing).
Once both parties are aligned on what is expected, the vendor will accept the booking and look forward to making your event memorable!

Why can't I book vendors further out?

As much as we'd love to open the calendar, TENSANO focuses on providing a marketplace for booking Luxury Event Vendors on short-notice (i.e. under three months of notice).

I'm looking for a vendor that has certain items included in their package - is there a way to filter vendors by the items in their packages?

Absolutely! That's one of the things that make TENSANO so great. You can:

Go to our listings page.
From the list of filters near the top of the page, select Category, select the category of the vendor you're looking for, and select the Apply button near the bottom right corner of the menu.
You will now notice an additional filter pop up in the same row as the 'Category' with the following name: Vendor Category - Package Specifications.
Select the Vendor Category - Package Specifications filter, select what you'd like to see from your ideal vendor, select Apply near the bottom right corner of the menu, and you will see a list of available vendors who are providing services with the items you're looking for.
Can't find a vendor with all of the customized filters you've used? Try reducing the number of filters.

How do clients pay on TENSANO?

TENSANO leverages Stripe secure payment solution, which supports American Express, Visa, Mastercard, Discover, and Interac payments in Canada. All transactions must be made in Canadian dollars (CAD).

What happens when I pay?

When you pay using Stripe as the payment processor, Stripe holds the money from the payment before a payout to the provider is triggered. Once your event has concluded, the payout is triggered to the vendor 2 days after the end of the booking period (i.e. if the booking ends on Monday, the payout is triggered on Wednesday).

What additional information should I include in the booking request?

The location, venue, primary point of contact, parking, exit/entry information — are just some of the many items that our clients choose to include in the booking request.

The goal is to ensure the vendor has all of the necessary information to deliver the experience you're expecting.

How can I change my saved payment method details on TENSANO?

Click your circular profile icon, located in the top right corner of the page.
Select Account settings from the dropdown menu.
Select Payment methods.
Hover over the saved card and select Remove payment card; you will be prompted to confirm the change—select Remove Card.
You will now be able to enter your new payment card details.
Once you've finished entering your payment card details, scroll down and select Save payment card to finalize the changes.

What does "near real-time" mean?

Our vendors are accepting booking requests at various intervals throughout the week. When they accept the booking request, their calendar on TENSANO updates.

The calendar availability is subject to the vendor's last calendar update — which can be as early as a few seconds prior to your booking request, or a few hours/days. We strongly encourage our vendors to update their calendar periodically to give you, our clients, the most accurate information.

I need to provide additional details to my vendor, but I already sent in my booking request — what can I do?

As a client, you can log into TENSANO:

Locate the Inbox button on the top right corner of the page.
Click on "As a client".
Click on the booking request that requires additional information.
Scroll down until you see a text box.
Click on the textbox, write your message, and click the "Send message" button located under the textbox. Your vendor will now be notified that you've sent them a message!

I saw an available slot for a vendor, sent a booking request, and it got declined — why did that occur?

Our vendors' calendars are updated "near real-time". It's possible that someone else requested the same exact service and slot (time) prior to your request, and they proceeded forward with the first request that entered their queue.

I sent in my booking request 2 days ago and did not receive a response from the vendor yet — what can I do?

You can follow up with a vendor by clicking on the Inbox button, located at the top right corner of the page (after logging in) > Click "As a client" > Click on your booking request > Scroll down > Click on the text box > Type in your message > Click "Send message".

We encourage all of our vendors to reply as soon as they possibly can, but they have up to 5 days to accept a booking request before it expires.

My booking request expired — what now?

While we encourage our vendors to reply as soon as they possibly can, it's possible for some of our busiest vendors to miss a booking request.

We greatly value your time so if this happens twice with the same vendor, please send us a note at info@tensano.com with the subject "No Response From <Vendor Name> Vendor - Twice"

My vendor did not show up — what do I do?

TENSANO only provides the platform for facilitating the connection between the Client ("User") and any nearby VENDOR Service Provider. The User contracts directly with any VENDOR Service Provider for any Services. As such, TENSANO is not responsible for any Services rendered by any VENDOR Service Provider to a User.

When can I leave a review for my vendor?

You will be prompted via email to leave a review for your vendor approximately 2 days after the booking date.

What is the cancellation and refund policy?

Please inform your vendor via TENSANO if you need to cancel. If you're still in the early stages of the booking process, they will be able to decline the booking.

Moreover, we understand that sometimes, things just don't turn out the way they're supposed to. If you have already created a booking request and are unable to resolve it with the vendor, please send us a note at info@tensano.com with the subject: "Requesting Cancellation of Booking - <Vendor Name + Service Name + Booking Time and Date>"

Please ensure you send the email from the email connected to your TENSANO account, alongside the booking-specific details you provided the vendor, so we can validate the correct booking and terminate it.

For conflicts that occur at or closer to the booking date, we encourage you to reach out to the vendor and attempt to resolve the conflict.

Note: TENSANO shall not be held responsible for any cancellation fees, penalties, or charges incurred by the client in the event of a cancellation with the vendor. The client acknowledges that any such fees or costs resulting from the cancellation are the sole responsibility of the client, and TENSANO shall have no liability for these charges.

I am no longer able to access TENSANO to book additional vendors — what happened?

Our team works proactively to monitor threats to TENSANO; if you've been suspected of violating our Terms of Service, or if you book and request cancellation of 1 or more services within a short span of time — TENSANO may remove you from the platform to safeguard TENSANO from additional risk.

If you believe you were removed in error, please send us a note at info@tensano.com with the subject "Cannot access TENSANO Account - <Name + Email Address>"

Vendor FAQ:

Getting Started on TENSANO

Who can post a listing on TENSANO?

We currently only support established vendors who can provide the following services:

DJ Service

Luxury Restroom Service

MC/Emcee/Master of Ceremonies Service

Photo Booth Service

Photography and Videography Service

Professional Entertainment

Proposal Planning and Set Up

Tent Setup

Video Booth Service

How can I start posting on TENSANO?

Vendors can follow these steps to start posting on TENSANO:

Click the "Add new service" button from the top right corner. If you don’t have an account yet, you’ll be prompted to create one. Be sure to register as a vendor (user type = 'Vendor').

You’ll receive a verification email—check your junk folder and mark the sender as trusted.

Can’t find it? Email us with the subject:
"Cannot Find Verification Email - <Client Name + Email Address>"

Once verified, you can post a new listing and choose your service category.

Don’t see your category? Send a request with the subject:
"Category Request - <Category Name>"

Add a clear title, a detailed description of your service, what’s included in the package, and the areas you service.

Enter your business address or city (if remote).

Set your hourly rate. TENSANO supports hourly-based services. Any extras like travel fees can be discussed with the client after booking.

Upload at least 2 photos showcasing your service.

Click 'Publish Listing'.

You’ll be prompted to add your payout/bank details via Stripe.

Stripe may require identity verification—click 'Get Verified' to proceed to Stripe’s site.

After verification, return to TENSANO and click 'Publish Listing' again.

Once submitted, your listing will be reviewed by the TENSANO team (usually within 24 hours).

After approval, you’ll be able to share your listing on social platforms!

Listing & Booking Info

What type of listings can I post on TENSANO?

As a vendor, you can post unique listings for all services you offer.
Note: Each listing must have its own availability—no shared calendars.

Example:
If you're a solo photographer, you can post your top photography package as a listing.
But posting another listing (e.g. your second-most popular package) with identical availability may cause double bookings—each listing has its own separate calendar.

What information should I include in my listing?

Provide a detailed description of your service and clarify what’s included in the hourly rate.

Example (for photographers):

Number of photos per hour

Number of poses

Delivery method (USB, Online, CD)

Who picks the location

Lighting equipment

Camera details

How far out can a client book my services?

TENSANO’s calendar allows bookings up to 88 days in advance.

How can I update my listing’s availability / add a blackout period?

Click your profile icon (top right).

Select 'Your Listings'.

Hover over the listing you want to edit and click 'Manage Availability'.

Choose to:

Edit your default schedule, or

Add specific availability exceptions.

How can I edit my listing?

Click your profile icon (top right).

Select 'Your Listings' from the dropdown menu.

Hover over the listing/service you want to modify and click 'Edit Listing'.

Edit the Details, Headquarters, Pricing, Availability, and Photos by selecting the respective element on the left.

Payout & Payment Info

Why is the expected payout date 7-10 days after the booking is marked as completed?

While TENSANO works on faster payouts, Stripe requires this time to process payments securely.

What happens if I don’t get paid 7-10 days after the booking is marked as completed?

TENSANO uses Stripe, a trusted global payment processor that powers companies like Amazon Web Services and Salesforce. Payments are automated, secure, and processed efficiently to ensure vendors are paid on time.

In the rare event of a payment delay or outage, we’ll keep you informed with real-time updates.

If you don’t receive your payment within 10 days, please contact us at info@tensano.com with the subject:
"No Payment Received - <Vendor Name + Booking Date>".

We’ll investigate the issue and provide updates throughout the process.

Can I offer services in USD (US Dollar)?

TENSANO currently supports payments in CAD (Canadian Dollar) only, as we service the Ontario market.

I want to change my bank deposit (payout) details - what do I do?

Note: Deleting payout information with pending payouts may result in forfeiting those payouts. We recommend updating payout methods only when there are no pending payouts.

Follow these steps to edit your payout details:

Click your profile icon (top right).

Select Account Settings.

Select Payout Details.

Click Edit Stripe Account to update your details.

If you're unable to change your details, please reach out to TENSANO with the issue, and we can delete your payout info manually.

Why do I need to provide my payout/bank details upfront?

We want to ensure vendors are paid on time. Without payout details, you won’t be able to deliver services through TENSANO.

When do vendors get paid?

Vendors can expect payouts 7-10 days after a booking is marked as completed, which is 2 days after the booking date.

Listing & Booking Info (Continued)

How did my client's booking request expire?

A booking request expires at the earliest of the following:

If the provider doesn't respond within 6 days (when the booking start date is more than 6 days away).

One day after the booking start date.

When the booking period ends.

How can I cancel a booking or notify clients about changes?

You can message the client on TENSANO directly regarding any changes or updates to their booking.

If you haven’t accepted the booking, simply decline and politely inform the client.

If you’ve accepted the booking and need to cancel, politely inform the client and email us from the email connected to your TENSANO account, at info@tensano.com for the cancellation, with the subject:
"Requesting Cancellation of Booking - <Vendor Name + Service Name + Date/Time>"

TENSANO will process the cancellation and refund once we've received the details from the vendor.

I got multiple booking requests for the same service, at the same time - what do I do?

We encourage vendors to honor the first client’s booking to ensure fairness.

Miscellaneous Info

I am no longer able to access my TENSANO account - what do I do?

If your account was suspended for policy violations or suspicious behavior, please contact us with the subject:
"Cannot access TENSANO Account - <Name + Email Address>"

If you believe this was in error, we will help resolve the issue.

I cannot accept a TENSANO booking request - what do I do?

Booking requests expire after 5 days. If it’s been over 5 days, you cannot accept the request.
For issues within 5 days, contact us with the subject:
"Cannot access TENSANO Listing - <Listing Name + Email Address>"

Sharing Your Services

I have a lot of services to offer on my profile - is there a way to share them all with my clients?

Yes! Here’s how:

Click your profile icon (top right).

Select 'Profile Settings' and click 'View your profile'.

Copy the URL from your browser’s address bar to share with clients.

Post this link on social media or your website, and clients will be able to see all of your services!