Damage, Deposits and Claims

A damage deposit is a refundable amount held against damage. It must be published on the listing, with the amount and the conditions, before the customer books.

A deposit is not revenue and is not part of the price. It is returned in full unless a valid claim is made within the window below.

A provider must not use a deposit to cover an unpaid balance, a service the customer declined, or a cost that should have been in the price.

Damage means physical harm to the venue, its fixtures, its equipment or the provider equipment, caused during the booking by the customer, their guests or their suppliers, beyond ordinary wear and tear.

It also covers specialist cleaning genuinely required beyond a normal clean, the cost of replacing an item removed without permission, and a direct financial loss caused by a breach of the house rules, such as a licensing penalty caused by the customer.

A provider must report damage within 72 hours of the booking ending, through the booking in their Artistover dashboard. A claim raised after that window is not supported by the platform, because the evidence becomes unreliable once other people have used the space.

The report must identify what was damaged, when it was discovered, and what it will cost to put right.

A claim must be evidenced. We expect dated photographs or video of the damage, and where the amount claimed is significant, a quotation, an invoice or a repair receipt.

Photographs of the space in good condition before the booking make a claim much easier to support. Providers who take deposits are encouraged to keep them.

A claim without evidence of the damage and of the cost will not be supported.

The customer is told about the claim and can respond with their own account and evidence. Most claims are settled between the two sides once the evidence is exchanged.

Where the two sides agree, the agreed amount is deducted from the deposit and the rest is returned.

Where the two sides cannot agree, either can ask us to decide what happens to the deposit we hold. We look at the listing, the house rules, the booking record, the messages and the evidence from both sides.

We will release the deposit, release part of it, or apply it to the provider claim. By accepting these terms, both sides agree that our decision is binding on how Artistover allocates the deposit it holds. It is not a court ruling and neither side loses any right they have in law to pursue the matter further.

Where the damage exceeds the deposit, the balance is a matter between the customer and the provider. Artistover does not collect it, and will not charge a customer beyond the deposit they agreed to.

Providers are expected to hold appropriate insurance for their premises and their work. Customers running larger events should consider event insurance.

Artistover does not provide insurance, does not act as an insurance intermediary, and does not guarantee that any loss will be covered.

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