Payments and Payouts

Card payments and payouts are processed by Stripe, our regulated payment provider. We name them here because a payment disclosure requires it. Your card details are handled by Stripe and are not stored by Artistover.

The customer charge is created on Artistover’s Stripe platform account. After the booking settles, a separate transfer is made to the provider’s connected account. Artistover withholds its platform fee from that transfer and its platform balance is used for payment-processing fees, refunds and chargebacks, subject to the provider repayment obligations below.

To receive money, a provider or an organiser must complete payout setup with our payment provider, which includes identity and business checks required by financial regulation. We cannot release funds until that is complete and in good standing.

Where a booking starts more than 7 days away and the provider offers a deposit schedule, the customer pays 50% at confirmation and the balance is collected automatically 7 days before the booking starts.

Bookings confirmed within 7 days of the start are paid in full at confirmation.

By confirming a booking with a deposit schedule, the customer authorises the automatic collection of the balance from the same payment method at the stated time. We will tell the customer before we take it.

If a scheduled payment fails, we notify the customer and may retry over a short period. The provider is told that the balance is outstanding.

A booking whose balance is not paid may be cancelled by the provider under their cancellation policy, and amounts already paid are treated according to that policy.

Funds collected for a booking are held until the booking is complete and the 72 hour review window has passed without a dispute.

Released funds are paid out weekly. The exact arrival date depends on the receiving bank.

We may hold a payout for longer where there is an open dispute, a suspected breach of these terms, an incomplete verification, a legal requirement, or a reasonable suspicion of fraud. We will tell you when we do and what is needed to resolve it.

Refunds are made to the original payment method. Where the original method is no longer valid, we will work with the customer and the payment provider to find an alternative.

Where a refund is due after a payout has already been made, the amount is recovered from the provider under the recovery section below.

The Artistover platform fee on a refunded amount is refunded with it.

A chargeback is a customer asking their card issuer to reverse a payment. The issuer decides the outcome, not Artistover and not the provider.

Where a chargeback relates to a booking, the provider is responsible for the amount reversed, because the provider received the money for the service. We will ask the provider for evidence and submit a response on the booking record, but we cannot guarantee the outcome.

Artistover does not absorb chargebacks on completed bookings. Where the provider has already been paid out, the reversed amount and any fee charged by the card scheme become a debt owed by the provider and are recovered under the recovery section below.

A pattern of chargebacks against a provider may lead to a reserve, to holds on payouts, or to removal from the platform.

Where a provider presents an elevated risk of refunds or chargebacks, we may hold back a proportion of payouts as a reserve, or delay release. We will tell you the reason, the amount and the review point.

If refunds, chargebacks or recoveries exceed the money we hold for you, your Artistover balance goes negative. A negative balance is a debt owed to Artistover and to the customer whose money is being returned.

Where you owe money to Artistover or to a customer, we may recover it by:

We will tell you what is owed and why before we recover it, other than where the amount is simply a refund being returned to a customer under a policy you have already agreed.

Bookings on Artistover are priced and settled in GBP. Where a card is issued in another currency, the issuer sets the exchange rate and may charge its own fee, which is outside our control.

Payment for a booking arranged through Artistover must be made through Artistover. Requesting or making payment directly, sharing bank details in Messages, or splitting a booking to reduce the fee are breaches of these terms.

Off-platform payment removes the payment record, the automatic refund route and the dispute process, and leaves both sides without protection.

Questions about payments can be sent to contact@artistover.com.