Frequently Asked Questions

What is TENSANO?

TENSANO is a marketplace for booking Luxury Event Vendors on short-notice (i.e. under three months (88 days) of notice). Luxury Event Vendors are typically booked out months in advance and our goal at TENSANO is to bridge the gap, and allow Luxury Event Vendors to provide services on short-notice.

How do I use this FAQ?

You can scroll down and browse questions frequently asked by our clients and vendors, or if you have a specific question in mind, you can search for your question(s) by holding CTRL+F on Windows/Command+F on Mac, and enter key words related to your question.

For example, if you have a question related to payment, you can select CTRL+F/Command+F, type "payment" in the search bar that pops up, and cycle through the list of results.

Can't find what you're looking for? Contact us here or send an email to 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
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 vendor's 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 vendor's by the item's 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 vendor's 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 the 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 vendor's 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 on 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 vendor's calendar's are updated "near real-time". It's possible that someone else requested for 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 vendor's 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 - Twice".

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

TENSANO takes no-show's seriously. Please send us a note at info@tensano.com with the subject "URGENT - Vendor No-Show - <Vendor Name + Your email address + Booking time>", alongside any other details of the booking in the message body, so we can look up your request swiftly and reach out to the vendor.

Moreover, TENSANO will provide you a full refund for the service you booked after validating the information with the vendor; sometimes the vendor may be lost or at a different entrance - TENSANO will try to get the vendor to your location swiftly but in the event of a true no-show, TENSANO will provide you a full refund for the service you booked.

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?

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 would like to terminate it, please send us a note at info@tensano.com with the subject "Requesting Cancellation of Booking - <Vendor Name + Service Name + Booking Time>". Please ensure you also provide the email address of 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 during the booking date, we encourage you to reach out to the vendor and attempt to resolve the conflict.
If the conflict could not be resolved with the vendor, please send us a note no later than 24 hours after the completed booking date at info@tensano.com with the subject "Service Conflict - <Vendor Name + Service Name + Booking Time>".

Conflicts raised with TENSANO more than 24 hours after the booking date may not be eligible for a refund.

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 for a 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:

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
Tent Setup
Video Booth Service

What type of listings can I post on TENSANO?

As a vendor, you can post unique listings for all of the services you offer. Note - the availability of each listing should not conflict with your other listings.

For example, a photography company can post a listing which can highlight their most sold photography package. However, if you are the sole photographer in your business, posting an identical listing (e.g. your second most sold package) with the same availability may double book clients as the listing calendars do not sync with each other—each listing's calendar is unique to the listing.

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 hourly rate.

For example, if you are a photographer, you may want to include how many pictures will be taken per hour, the number of different poses, 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 far out can a client book my service(s) on TENSANO?####

TENSANO's calendar supports booking request made up to 88 days in advance.

When creating my listing, I was asked about "payout preferences" - why is this needed and what do I select?

TENSANO leverages Stripe to facilitate the payout to our vendors. Vendors will be required to complete the Stripe onboarding process, ensuring their account is ready to take deposits.

If you filed documentation to register your business with a government agency, your Business Type is likely to be Company, and your Business Structure would depend on the specific documents you filed.

If you have not filed paperwork to register as a business entity, your Business Type is likely to be Individual, and you won't need to select a Business Structure.

If you are unsure of your Business Structure, refer to the documents you filed to register your business, or consult your lawyer or tax professional.

My listing got removed or rejected - why is that?

TENSANO reserves the right to remove and reject any listing that may pose a risk to the business. Possible reasons for the removal or rejection of your listing may include, but is not limited to, the following:

Listing is incomplete (e.g. does not elaborate on the services is being provided).
Listing contains content deemed "not-safe-for-work".
Listing does not appear to be legitimate.
The vendor does not have a visible track record of providing luxury services.
The vendor may be too big (or small) for us at the moment!

How can I start posting on TENSANO?

Vendors can follow the following steps to start posting on TENSANO:

Select the "Post a new listing" 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').
You will then receive a verification email shortly after; please check your junk folder if you do not 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>" if you do not see it.
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 - " and your category may be considered in a future update!
Add a clear listing title that highlights the service you will be providing, alongside a detailed description of the service, what's included in the service's package, and the areas you are able to service.
Add your office's address (or the city you are based out of if your team is remote).
Add how much your services cost per hour. TENSANO currently focuses on providing clients services on an hourly basis; please ensure your services and packages can be tailored to hourly bookings. You can discuss additional details with the client (e.g. travel compensation) when they request a booking.
Add photos that highlight the service you are offering. We suggest adding at least 2 photos.
Once you've added your photo's, scroll down and select the 'Publish Listing' button.
You will now be prompted to provide your bank details to ensure you get paid on time. TENSANO leverage's Stripe's secure payment solution so rest assured - you're in good hands!
Stripe may ask for additional details to ensure that you are who you say you are. Select the 'Get Verified' button to continue onto Stripe's website and follow the instructions provided by Stripe to get verified.
You will then be redirected to TENSANO where you will need to select the 'Publish Listing' button again.
You will now see how your listing will look on TENSANO. The team at TENSANO will validate your listing and approve the listing (typically) within 24 hours (may take longer or shorter depending on the volume of listings on TENSANO).
Once the listing is approved, you will be able to share the listing on your social media platforms so clients have a direct link to purchase your best selling service!

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

We want to ensure all of the vendors on our platform are paid on time; vendors without their payout information will be unable to deliver any services on TENSANO.

Can I offer services in USD (US Dollar)?

TENSANO only services the Canadian market (just Ontario for now!) and can only accommodate payments and payouts in CAD (Canadian Dollar).

What information do I need from my client to ensure I can deliver the best experience?

We believe the vendors on TENSANO know the answer to this better than us, but essentially, we want to ensure both parties, especially the vendor, are aware of the following - before accepting a booking request:

What's being asked of the vendor?
What's the client expecting?
Where's the client being serviced?
How are additional/impromptu add-ons/reimbursements/travel being facilitated?

When do vendors get paid?

The booking is marked completed 2 days after the booking date, and vendors can expect to be paid 7-10 days after the booking is marked completed. However, you may notice faster payouts as you continue using TENSANO.

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

Note: Deleting payout information while pending payouts exist may result in the forfeiture of those payouts, and TENSANO will not be liable for any resulting losses. We strongly recommend updating your payout method only when there are no pending payouts.

Please follow the steps below to edit your payout details:

Click your circular profile icon, located at the top right corner of the page.
Select Account settings from the dropdown menu.
Select Payout details.
Select Edit Stripe account and you'll now be able to edit your payout details.

If you are unable to change your payout details, please reach out to TENSANO with the error you are encountering and we'll be able to delete your payout information manually.

You can reach out to TENSANO at info@tensano.com with the subject "Payout Details Change Request - <Vendor Name + Email Address>", and elaborate on why the change is requested. We may contact you via phone to confirm the change.

Once your information is deleted manually, TENSANO will inform you of the change and you'll now be able to re-enter your payout information.

Why is the expected payout date 7-10 days after the booking is marked as completed? Why can't TENSANO payout earlier?

As TENSANO continues to grow, we look forward to providing a faster payout to all vendors on TENSANO.

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

While we do not foresee this being a concern on TENSANO, we understand the anxiety around not getting paid on time. We also acknowledge that a system outage with our payment processor Stripe can be possible, albeit - extremely rare. If you do not get paid 7-10 days after the booking is marked completed (i.e. 12 days after the booking date), please send us a note at info@tensano.com with the subject "No Payment Received after 12 days - <Vendor Name + Email Address + Booking Date>"., and TENSANO will provide you an update on the payout timing.

Our payment processor Stripe supports some of the largest organizations across the globe (e.g. Amazon Web Services, Salesforce), so rest assured, they will be working around the clock to ensure things get back up and running.

TENSANO will aim to keep all vendor's in the loop regarding any Stripe Connect outages that may affect their experience. Depending on the length of the outage/payout delay, TENSANO may also provide monetary compensation (a percentage of the total expected payout) via Interac e-Transfer or cheque as a token of appreciation for your continued support and trust in TENSANO.

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

Absolutely!

Select the circular profile icon (located on the top right corner of the page).
Select 'Profile Settings' from the list.
Near the top of the page, select the 'View your profile' button.
Go to the address bar of the browser you are using and copy the link in the address bar. This will be your link to share with your clients!
Using the copied link, upload it to your social media pages/website and clients will now be able to see all of your unique, best-selling services - right on TENSANO!

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

We encourage all of our vendors to accept the booking of the first client that entered their queue - ensuring everyone receives a fair experience at TENSANO.

I got a booking request but can no longer accommodate it due to a scheduling conflict - what do I do?

We encourage all of our vendor's to keep their calendar up to date periodically. We understand conflicts can arise when we least expect it so in the event of an unforeseeable conflict, we recommend providing a courtesy note (via the messaging feature on TENSANO) to the client, and decline the booking.

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

Our team works proactively to monitor threats; if you violate our Terms and Services, or suspicious behavior was detected from your account, TENSANO may suspend or remove your account from the platform - depending on the severity.

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>".

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

TENSANO's booking requests expire 5 days after the client submits the request. If it's been over 5 days, the listing has now been expired and you will be unable to accept the booking request.

If it's been under 5 days and you are unable to access the booking request, please contact us immediately at info@tensano.com with the subject "Cannot access TENSANO Listing - <Name + Email Address>".

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

Select the circular profile icon (located on the top right corner of the page).
Select 'Your Listings' from the list.
Hover over to the listing you want to change and select 'Manage Availability.'
You can now either change the default schedule by selecting 'Edit default schedule', or you can scroll down and add availability exception to certain days by selecting 'Add an availability exception.'

How can I edit the details on my listing?

Click on your circulate profile icon, located on the top right corner of the page. A dropdown menu should pop up.
From the dropdown menu, select 'Your Listings'. All your listings (i.e. the services you are offering) will now be visible.
Hover over the listing/service you would like to modify and select 'Edit Listing' (located underneath the listing).
You will now able able to edit the Details, Headquarters, Pricing, Availability, and Photos of the listing/service by selecting the respective element on the left.