Client Cancellation Policy and Refund Process

This policy balances fair treatment for clients who need to cancel with protection for musicians who have committed their time and may have incurred preparation expenses.

1. Client Cancellation Timeline & Penalties

The following penalties apply when the client cancels a confirmed booking. The penalty amount depends on how far in advance the cancellation is made relative to the event start time.

2. Late Cancellation Process (Under 24 Hours)

When a cancellation occurs less than 24 hours before the event, the expense coverage process begins immediately. The refund is calculated in the following order:

1. Total booking amount is used as the starting point.
2. Verified musician expenses are deducted from the total.
3. 50% penalty is applied to the remaining amount.
4. Final refund is the remaining balance returned to the client.

Example

Booking cancelled 12 hours before the event — total booking amount: €1,000.

• Total booking amount: €1,000
• Musician expenses deducted: €200
• Remaining amount: €800
• 50% penalty applied: €400
• Final refund to client: €400

Covered Expense Types

Musicians may claim reimbursement for expenses directly incurred in preparation for the event, including:

• Travel arrangements that cannot be cancelled.
• Equipment rentals committed for the event.
• Accompanist or additional musician fees.
• Venue-specific equipment or setup costs.

3. Refund Processing

• Processing time: Refunds are typically processed within 3–5 business days after cancellation confirmation and expense determination.
• Payment method: Refunds are returned to the same payment method used for the original booking.
• Receipt time: Actual time to receive funds may vary depending on your bank or financial institution.

4. Musician Protection

Musicians must provide documentation for any expenses they claim. The expense coverage process is designed to resolve quickly, minimising delays for clients while ensuring musicians are fairly compensated. In cases of disagreement over expense coverage or refund calculations, our moderation team provides impartial resolution.

5. Tips for Clients

• Confirm event details well in advance to avoid last-minute cancellations.
• Communicate early with your musician if you anticipate any changes — rescheduling is often a better option than cancelling.
• Factor the cancellation policy into your event budget, especially for events at higher risk of change.
• Consider event insurance for large or critical events.

For questions about a specific cancellation or refund, contact our support team directly from your dashboard.