Marketplace Booking Terms

A customer can send an enquiry, send a booking request for a published package, book instantly where the provider has enabled it, or ask for a custom quote built from an event brief.

An enquiry and a request are not bookings. Availability shown on a listing is an indication, not a reservation, until the booking is confirmed.

A booking is confirmed, and a contract exists between the customer and the provider, when the provider has accepted and the first payment has succeeded.

At that moment we record a snapshot of what was agreed: the date and times, the package or quote, the inclusions, the price breakdown, the payment schedule, the cancellation policy and any house rules. That snapshot is the reference point if there is a disagreement later.

For instant bookings, acceptance happens automatically when the customer completes payment, because the provider has already agreed to accept bookings on those terms.

A quote is an offer from the provider covering a specific brief. It must state what is included, the total, any itemised extras, and how long it stays open.

A quote expires at the time stated on it. An expired quote cannot be accepted, and the provider may issue a replacement at a different price.

A customer accepting a quote accepts it as a whole. Neither side can change part of an accepted quote without the other agreeing.

A provider should accept or decline a request promptly. A request that is not answered within the window shown to the customer expires, and no booking is created.

A provider may decline a request. A provider must not decline for a reason prohibited by our Acceptable Use and Community Standards policy, and must not accept a booking they do not intend or are not able to deliver.

Where a provider declines after an availability slot was shown as open, repeated instances are treated as an availability accuracy problem under our Listing Standards policy.

Either side can propose a change to a confirmed booking: timings, guest numbers, package contents, menu selections, add-ons or extra hours. A change takes effect only when both sides have agreed it in Artistover.

Where a change increases the amount payable, the additional amount is collected through the platform on the same terms as the original booking. Where a change reduces it, the difference is refunded according to the provider cancellation policy and the timing of the change.

A change that alters the nature of the booking, such as a different date, a different venue or a materially different service, may be handled as a cancellation and a new booking. That is agreed between the two sides, not imposed by us.

Where a package, a menu or a venue hire depends on guest numbers, the number confirmed at the point stated in the booking is the number charged, unless a later increase is agreed.

Minimum spends and minimum numbers must be published on the listing before booking to be enforceable against a customer.

A booking is complete when the service has been delivered or the venue hire has ended, and where applicable check-out has been recorded.

For service and venue bookings, Artistover shows the customer a rotating six-digit check-in code and, after check-in, a separate six-digit check-out code. The provider records attendance by entering the relevant code. Booking attendance does not use a QR code; event tickets use a separate QR ticket code at the door.

A 72 hour review window opens at completion. During it, either side can raise an issue with the booking. If nothing is raised, the booking settles and the provider payout is released on the next weekly run.

Raise it with the other side first, in Artistover Messages, so there is a record. Most problems are resolved directly.

If it cannot be resolved, either side can escalate to us during or shortly after the review window. We will look at the booking snapshot, the messages, the payment record and the evidence both sides provide, and reach a decision on what happens to the money held.

By accepting these terms, both sides agree that our decision is binding on how Artistover allocates money it is holding for the booking. It is not a court ruling on the underlying contract, and either side keeps whatever rights they have in law.

We keep the booking record, the payment record and the message history for as long as we need them for accounting, tax, dispute and legal purposes. Both sides can access their own booking history in their dashboard.

Questions about a booking can be sent to contact@artistover.com.