Frequently Asked Questions

What is TENSANO?

TENSANO is a curated marketplace that makes it easy to book Ontario’s finest photographers and photo booths on short notice. We’ve solved the frustration of last-minute bookings by providing a seamless platform where you can access upfront pricing, real-time availability, and connect with top professionals who are ready to deliver an unforgettable experience.

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.

How does TENSANO work?

TENSANO is designed to help vendors secure short-term bookings with verified clients — fast. Here's how:

Set Up Your Profile
Create your vendor account and showcase your services with pricing, availability, and photos. You’ll be prompted to provide your payout details to Stripe Connect to enable secure payments.
List Your Services
Publish your services with live availability and fixed pricing. Clients submit booking requests, and you’ll chat to align on project scope before confirming.
Offer Custom Add-ons
Give clients the option to elevate their experience with premium extras. You can provide quotes before they confirm their booking, after the booking is secured, or even while delivering your service. Align on details and secure payment instantly through TENSANO.
Booking Window
Accept bookings up to 3 months ahead — the sweet spot for confirmed events and flexibility. Longer-term commitments? Keep managing those your way.
Manage Your Bookings
Track requests, update availability, and communicate with clients — all accessible through your vendor profile.
Get Paid Securely
Once a booking is marked complete, payouts are processed via Stripe and typically deposited to your account within 7–10 days.

Why Vendors Prefer TENSANO

For a high-level overview of how TENSANO helps vendors save time and secure bookings faster, watch the video here. For a deeper look, explore the five reasons outlined below.

Upfront Pricing & Availability
Clients see your pricing and availability before reaching out. You stay in control by accepting only the bookings that work for you.
Secure, Reliable Payouts
Payments are processed through Stripe and released to vendors 7–10 business days after the booking is marked completed. No chasing invoices, no uncertainty — just a streamlined process that protects both sides.
Low, Transparent Fees
We take a flat 2% commission on vendor payouts — far less than our competitors. No hidden costs.
Fast Booking Requests
Receive booking requests hours or months in advance. Fill your calendar with high-value opportunities, fast.
One Profile, Many Services
Create a shareable vendor profile that showcases all your services. Share it anywhere — clients can book directly from your link.
Built-In Messaging
Chat with clients directly on TENSANO to align on project scope and confirm bookings — all in one place.

Client FAQ below — Vendor FAQ follows.

Client FAQ:

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

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

Photo Booth Service
Photography 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?

1. Discover & Browse

Explore our curated network of photographers and photo booth vendors, all vetted for quality and style. Use filters to customize your search and find the perfect match.

2. Connect & Request

Select a listing, choose your date and time, and click Request to Book. If you haven’t already, you’ll be prompted to sign up.

3. Discuss & Refine

Once your request is submitted, a dedicated chat opens in your Inbox. Use it to align on project details and expectations before confirmation.

4. Book & Secure

After both parties agree on the scope, the vendor confirms the booking. Your card will only be charged at this point, ensuring a secure and effortless experience.

Important Notes

Payment Timing
After creating your account, you’ll complete the booking request and enter payment details. Your card is only charged when the vendor accepts the booking request.

Communication Tip for Hotmail Users
Messages from info@tensano.com may be routed to spam or junk folders. Add @tensano.com and info@tensano.com to your safe senders list to ensure uninterrupted communication.

Quick Steps Recap

Browse listings and apply filters.
Select a listing, pick your date and time, and click Request to Book.
Create your client account if needed.
Submit your booking request and payment details.
Align with the vendor in chat, then confirm the booking.

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 Service 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 through Stripe, the funds are held until your experience with the vendor is complete. The payout to the vendor is then triggered two days after the end of the booking period (e.g., if the booking ends on Monday, the payout is initiated 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 in near real-time. While the slot appeared available at the time of your request, it’s possible the vendor experienced an unexpected scheduling conflict or change in availability and was unable to proceed with the booking. We recommend submitting a new request or selecting an alternate time to ensure alignment.

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 directly with the vendor by navigating to your Inbox (top right corner after logging in).

Select "As a client" → Click on your booking request → Scroll down → Use the message box to send a follow-up.

Vendors are expected to respond promptly, and most do. They have up to 5 days to accept or decline a booking request before it expires. If you haven’t received a reply yet, we recommend sending a message to confirm interest and keep the request active.

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 to you, 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?

We understand how frustrating this can be, and we're here to help.

TENSANO provides a trusted platform to connect you with incredible professionals. Your booking is a direct agreement between you and the vendor you selected, which allows them to deliver the custom, high-quality service you're looking for.

As the booking is a direct contract, TENSANO is not responsible for the services rendered by your vendor.

However, we are here to support you. Please contact our team immediately at info@tensano.com, and we will do our best to help you resolve the issue or find an alternative vendor for your needs.

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

Is there a cost or fee to join as a vendor?

Joining the platform is free, with no upfront fees or subscriptions. Vendors are free to list and manage their services without commitment; however, transactions completed through the platform are subject to our standard vendor fees.

Our vendors only pay a modest 2% fee on completed bookings, which is automatically deducted from your payout (for example, if you earn $100, you receive $98). Clients also contribute a separate service fee at checkout, which helps support the broader platform experience and ensures a smooth, high-quality booking process for everyone. Together, these fees help us maintain a premium, reliable platform by covering secure payments, vendor support, marketing efforts, and ongoing improvements.

Who can post a listing on TENSANO?

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

Photo Booth Service

Photography Service

How can I start posting on TENSANO?

Vendors can get started by following these steps:

Select the "Add New Service" button from the top right corner of the page. You will be prompted to create an account on TENSANO if you haven't done so already; please ensure you create an account as a vendor (user type = 'Vendor').

A Note for Hotmail Users

As a luxury vendor within the TENSANO marketplace, your experience is important to us. Please note that certain legacy email services, such as Hotmail, may not fully support the modern security and delivery standards used by our platform. As a result, messages from info@tensano.com or other @tensano.com addresses may be incorrectly routed to your spam or junk folder.

To ensure uninterrupted communication, we recommend adding @tensano.com and info@tensano.com to your safe senders list. This ensures you remain effortlessly connected to exclusive opportunities, client requests, and essential service notifications.

Thanks for taking a moment to help keep your TENSANO experience effortless and uninterrupted.

You will receive a verification email shortly after; please check your junk folder if you don't see it initially and ensure it's marked as a trusted sender going forward.

You can also contact us at info@tensano.com with the subject "Cannot Find Verification Email - <Client Name + Email Address>"

Once verified, you will be able to post a new listing and select the category of the service you will be providing.

Don’t see your category here? Send us a note at info@tensano.com with the subject "Category Request - <Category Name>"

Once you're on the "Add New Service" page, start by choosing your listing type—select hourly for services charged by time (for example, $200 per hour for photography services), or fixed for flat-rate packages (for example, $600 total for a 3-hour photo booth package).

If you offer multiple package options or add-ons, the fixed listing type is best for displaying them clearly. For hourly listings, you can still offer extras—just make sure to discuss any details like travel fees or service upgrades with the client while finalizing contract terms.

If a client requests something outside of what’s included in your listed packages—like a custom add-on or unique service need—you can continue handling those directly with the client during the booking or contract process, just as you do today. In the meantime, we're actively exploring ways to better support more flexible add-ons within the platform.

Next, add a clear title, write a detailed description of your service, outline what’s included in the package, and list the areas you service.
Next, you’ll set your pricing.

If you’ve chosen Fixed Booking:

Start by giving your package a name, like "Premium Package – 3 Hours – No Add-ons Included."

Then, enter the total price for the full session, for example, $600 for 3 hours.

Next, choose how long each session lasts.

If you offer extras, such as add-ons, you can list them here with their prices by selecting "+ Add Pricing Option." For example, if you want to add a "Backdrop Add-on," you would create a new pricing option like "Premium Package – 3 Hours + Backdrop Add-on" to reflect the updated package and price.
You can also include images or detailed descriptions of what each package includes directly in the listing description or by uploading photos—this helps clients better understand what they’re booking.

Finally, choose when clients can book your service to start: either "every hour," "every half hour," or "every quarter hour." Most people pick "every hour," but you can also select "every half hour" or "every quarter hour" if those options work better for your service.

If you’ve chosen Hourly Booking:

Simply enter how much you charge per hour (e.g, $200/hr).

Now that you've curated your pricing, your next step is to manage your availability. You have complete control over when your exceptional services are available.

Start by setting up your default weekly schedule using the "Set default schedule" button. Think of this as your regular rhythm. From there, you can easily fine-tune your availability for specific dates.

No regular schedule? No problem. Just leave all default options unselected and save your schedule. The 'Add an Availability Exception' button will then appear at the bottom, allowing you to specify each individual time slot you wish to open. Do this for all the times you're available.
Need to block out time? If you have a default schedule but need to mark off periods when you're unavailable (like for an exclusive event or personal time), use availability exceptions to smoothly reserve those moments.
Offering services beyond your usual hours? Availability exceptions are perfect for this too! They let you set exact dates and times when you are or aren't available, seamlessly overriding your standard calendar for those special arrangements.

Add photos that highlight the service you're offering. We suggest adding at least 2 photos.
Once you've added your photos, scroll down and select the 'Publish Listing' button.
After clicking ‘Publish Listing’, your listing will not go live just yet.

You’ll be prompted on TENSANO to verify your business before your listing can be published.

Click the ‘Get Verified’ button to begin the verification process.

Clicking ‘Get Verified’ will take you to Stripe’s secure platform.

You’ll start by selecting your account type:

Choose Individual if you're a freelancer, sole proprietor, or operating under your personal name.

Choose Company if you're registering on behalf of a legally incorporated business.

Stripe may ask for additional information to confirm your identity or business.
You’ll then securely enter your bank details to ensure you get paid on time.

TENSANO partners with Stripe for secure, reliable payouts — rest assured, you’re in good hands.

After completing the verification, you will be redirected back to TENSANO, where you’ll need to select the ‘Publish Listing’ button once more to finalize your submission.
You will then be able to preview exactly how your listing will appear on TENSANO. Our dedicated team will carefully review and approve your listing, typically within 24 hours (approval times may vary depending on submission volume).
Once approved, your listing will go live. Feel free to share it across your social media channels to showcase your premier services and attract new clients with ease.

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?

Please ensure you provide a detailed description of the service you will be providing, explicitly indicating what's included in the rate. This should clearly define the deliverables for either a fixed-rate package or a specific hourly service.

For example, if you are a photographer, you may want to include details like the number of pictures taken per hour, the number of different poses, the photograph(s) delivery method (e.g., USB, Online, CD), whether or not you're picking the location, lighting equipment, the camera that will be used, etc.

How do Add-ons work on TENSANO?

As a vendor, you can create an Add-ons listing to offer premium extras alongside your main services. Clients can request these add-ons before confirming a booking, after the booking is secured, or even while you’re delivering the service.

Example:

If you’re a photographer, you can list extras like an additional hour of coverage or luxury backdrops.

When a client requests an add-on, you’ll send a quote through TENSANO, align on details, and confirm delivery after the service.

Once the client accepts delivery, your payout is initiated and typically arrives in 7–10 business days.

Creating an Add-ons Listing

Step 1: Start Your Add-ons Listing

Position your business for premium extras. Click Add New Service at the top right of your screen to begin creating your Add-ons listing. This opens the service creation page where you define your extras.

Step 2: Select Listing Type

Choose Custom Add-ons as your listing type. This option is designed for bespoke enhancements that elevate your client’s experience beyond standard packages.

Step 3: Configure Your Listing

After selecting Custom Add-ons, complete these steps:

Choose Category (Photographer or Photo Booth).
Enter your Listing Title: “Add-ons by [Your Business Name]”.
Add your Listing Description: “Request custom extras such as additional coverage, premium backdrops, or extra prints. Quotes will be provided directly through TENSANO for secure payment.”
Include examples of popular add-ons:
- Additional hour of coverage
- Premium backdrop upgrade
- Extra print sets
- Custom props for photo booths

Next, click Next and select a Style for your listing. Choose from the available background colours to define how your listing will be displayed.

Finally, click Publish listing to finalize and make your Add-ons listing live.

Step 4: Keep Your Listing URL Handy

Keep your Add-ons listing within easy reach for every client interaction whether through TENSANO or your own booking flow. Follow these quick steps to secure seamless access whenever clients request additional services:

Click the circle profile icon at the top right corner.
Select Your listings from the dropdown menu.
Click on the image of your Add-ons listing to open it.
Copy the URL and store it somewhere convenient (e.g., your CRM or notes).

Step 5: When and How to Use Add-ons

Your Add-ons listing is a versatile tool for maximizing revenue:

When a client requests extras during a booking conversation.
After confirming a booking and the client wants to add something later.
On the fly at the event date if new requests arise.
Even for bookings outside TENSANO use this feature to supplement your existing workflow and secure payment in minutes.

Step 6: Client Actions

Clients viewing your Add-ons listing can:

Click Request a quote to submit a quote request.
Click Withdraw request if they decide to cancel after submitting.

Step 7: Vendor Actions

When you receive a quote request:

Review the details carefully.
Choose Submit an offer or Reject request.
If submitting an offer, enter the price in the Quote area and include any relevant notes.

Step 8: After Submitting an Offer

Once you submit a quote:

The client can either accept and proceed with payment or propose a counter-offer if they reached out before any discussion.
If the client accepts the quote, mark the services as delivered via the quote message in your inbox after completing the work.

Step 9: Delivery Confirmation

The client must accept the delivery or request changes.
Ensure the client accepts delivery while you’re still engaging with them. Include this expectation in your contract.
After the client marks the quote as delivered, the payout will be triggered. Expect the funds to arrive in your bank account within 7–10 business days.

Additional Information

How soon after the client accepts the quote and confirms final delivery does the vendor get paid?
Once the client marks the quote as delivered, your payout is initiated. Funds typically arrive in your bank account within 7–10 business days.
Do customer quote requests expire after 5–6 days like other booking requests?
At the moment, quote requests do not expire.
What happens if the customer does not take any action after I confirm delivery of the order?
If the customer does not take any action within 14 days after you confirm delivery through your quote inbox by selecting the delivery confirmation option, the transaction will automatically be marked as completed, and your payout will be triggered. Essentially, the order gets automatically accepted. The customer also receives an email reminder to accept the order or request changes.
Can the customer cancel or reject the order after payment in a price negotiation transaction?
No. Once an order has been paid for in a price negotiation transaction, the customer cannot cancel the transaction or reject the order. Only TENSANO can cancel the order, which would refund the payment to the customer.

How far out can a client book my services?

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

How far in advance can I update my calendar on TENSANO?

You can manage your availability on TENSANO up to 364 days in advance. For example, if today is June 28, 2025, you're able to set your calendar through June 27, 2026—giving you nearly a full year of forward-planning flexibility.

How do I accept or decline a client booking request on TENSANO?

When a client submits a request for your service, you'll receive an email notification prompting you to review the booking request and respond. Simply click the Accept or Decline the booking button in that email to view the request and take action.

You can also manage client requests directly on TENSANO. Click the Inbox tab at the top right of your screen, then select the As a vendor mailbox. From there, you'll see all booking requests labeled Requested—these require your confirmation to accept the listing and move forward with the booking process.

How can I edit my listing's availability / add an "Out-Of-Office" blackout period?

Select your circular profile icon.
Select 'Your Listings'.
Hover over the listing and select 'Manage Availability'.
You can either select Edit Default Schedule to update your regular availability, or scroll down to use the Add an Availability Exception option to mark yourself as Available or Not Available on specific days—regardless of your usual schedule.

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 business 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 business 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 business 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!