Cancellations, Refunds and Rescheduling

Providers choose one of three cancellation policies for each listing. The chosen policy is displayed to the customer before booking.

The policy and the actual deadline for your booking are shown on the listing and again at checkout, so you see the real date rather than a general rule.

A refund is calculated from what the customer has actually paid at the time of cancellation, which may be a deposit only or the full amount.

There is no separate cancellation fee. The refund is either the amount captured, or nothing, according to the policy and the timing.

Where the platform fee is refunded to the customer as part of a refund, Artistover returns its fee too. Neither side profits from a cancellation.

If a provider cancels a confirmed booking, the customer receives a full refund of everything they have paid for it, whatever the policy on the listing says.

Provider cancellations are recorded. Repeated or late cancellations may lead to reduced visibility, removal of a listing, or account closure under our Listing Standards policy.

Where a provider cancels close to the date and the customer incurs unavoidable costs as a direct result, that is a matter between the customer and the provider. Artistover can provide the booking record and the message history.

If the customer does not attend, or the service cannot be delivered because of something the customer was responsible for, such as access not being provided or the venue conditions not being met, the provider cancellation policy applies and no additional refund is due.

A provider must still make reasonable efforts to contact the customer and to deliver what was agreed before treating a booking as a no-show.

Rescheduling is agreed between the customer and the provider. Where both agree a new date, the booking moves and the money already paid moves with it. Nothing is refunded and nothing extra is charged unless the price changes.

A provider is not obliged to reschedule. If no new date is agreed, the cancellation policy applies as normal.

A rescheduled booking keeps the fee treatment and the cancellation policy of the original booking.

Some events make a booking impossible or unlawful to deliver through no fault of either side. Examples include a government restriction that prohibits the event, a natural disaster, a fire or flood at the venue, a death in the immediate family of the person contracted to perform, a serious illness preventing performance, or the withdrawal of a licence the venue needs, through no fault of the venue.

Where this happens, neither side is treated as having cancelled at fault. The parties should first try to reschedule. Where rescheduling is not possible, the customer is refunded what they have paid, less any costs the provider has already and unavoidably incurred and can evidence.

Bad weather that does not prevent the event, a change of mind, a lower guest count, a competing commitment, and an ordinary business difficulty are not serious disruption for this purpose.

Where the provider knew or should have known of the risk and could have insured against it, we expect them to bear it rather than pass it to the customer.

A refundable damage deposit is separate from the booking price and is returned in full unless a valid claim is made under our Damage, Deposits and Claims policy.

Cancel through the booking in your Artistover dashboard so the cancellation is recorded and any refund is processed automatically. A cancellation agreed only in conversation is difficult to evidence later.

Refunds are returned to the original payment method and typically appear within a few working days, depending on the card issuer.

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