Refund Policy

This Refund Policy explains how cancellations and refunds work on DeGigs. It applies in addition to the Terms of Use.

1. Overview

As a marketplace connecting artists and organizers, refund policies may vary depending on the type of transaction and the specific circumstances involved. DeGigs aims to be fair to both artists and organizers while maintaining the integrity of the platform and encouraging professional conduct from all users.

2. Before payment

Booking requests that are still pending or have been accepted but not yet paid can be cancelled freely by either party from the dashboard. No money has changed hands at this point.

3. Types of transactions

Platform subscriptions

• Monthly subscriptions. Cancel anytime; no refund for the current month.
• Annual subscriptions. Pro-rated refund for unused months.
• Downgrade. Takes effect immediately, with credit applied to future billing.

Artist booking payments

Refund policies for artist booking payments are determined by:

• Time of cancellation relative to the event date
• Specific terms agreed between artist and organizer
• Reason for cancellation
• DeGigs platform fee policies

Platform service fees

• Service fees are generally non-refundable once services are rendered.
• They may be refundable if the booking is cancelled within an acceptable timeframe.
• Processing fees may apply to refund transactions.

4. Booking cancellation timeline

The applicable refund depends on how close to the event the booking is cancelled by either party.

90+ days before the event

• Full refund of all payments
• Platform fees refunded
• No penalties applied

Less than 90 days before the event

• 50% refund of artist payment
• Platform fees non-refundable

Less than 72 hours before the event

• 75% refund of artist payment
• Platform fees non-refundable

Less than 24 hours before the event

• 100% refund of artist payment
• Platform fees non-refundable

5. Emergency cancellations

We understand that emergencies happen. The following situations may qualify for special consideration, regardless of timing.

Force majeure events

• Natural disasters (earthquakes, floods, severe weather)
• Government restrictions or venue closures
• Public health emergencies
• Travel restrictions or lockdowns
• Venue safety issues beyond control

Medical emergencies

• Serious illness or hospitalisation (documentation required)
• Family emergency requiring immediate attention
• Doctor-ordered quarantine or isolation
• Mental health crisis requiring professional intervention

Technical issues

• Major equipment failure that cannot be resolved
• Venue technical problems making performance impossible
• Transportation failures beyond reasonable control

Important: emergency cancellations require documentation and are reviewed case-by-case. Contact our support team immediately in such situations.

6. Refund processing

Approved refunds follow this timeline:

1. Request submission. Submit the refund request through the platform or contact support.
2. Review (2–5 business days). We review the request against our policies and any special circumstances.
3. Decision and processing (1–3 business days). Approved refunds are processed back to the original payment method.
4. Bank processing (3–10 business days). Time for the refund to appear in your account varies by bank and card issuer.

Refund methods

Credit and debit card payments are refunded to the original card and typically appear within 3–10 business days.

7. Disputes and appeals

If you disagree with a refund decision, you can appeal through our dispute resolution process:

1. Direct communication. First, try to resolve the issue directly with the other party through our messaging system.
2. Formal dispute. If direct communication fails, file a formal dispute through your account dashboard.
3. Mediation. Our support team will review the case and attempt to mediate a fair resolution.
4. Final review. If mediation fails, the case goes to our senior team for final determination.
5. External resolution. For significant disputes, parties may pursue external arbitration or legal action.

Required documentation

For dispute resolution, you may need to provide:

• Original booking agreement and communications
• Evidence of the issue or emergency
• Photos, videos or other supporting materials
• Medical certificates or official documents (if applicable)
• Correspondence with the other party

8. Special considerations

Multi-date bookings

Each date may be cancelled separately, following the same cancellation timeline.

International bookings

• Currency conversion rates apply at the time of refund
• Additional processing time may apply for international transfers
• Compliance with local regulations is required

Platform credits

• Alternative to cash refunds in some cases
• May include bonus credit value
• Valid for 12 months from issue date
• Can be used for any platform services

9. Platform fees

Platform fees may be retained or refunded depending on the cancellation reason. The breakdown will be shown when the refund is initiated.

10. Policy updates

This Refund Policy may be updated to reflect changes in our services, legal requirements or industry standards. When we make significant changes:

• We will notify all users via email
• Changes will be announced on the platform
• Existing bookings remain under the previous terms
• New bookings are subject to the updated policies

11. Contact

For refund requests, questions or disputes, contact our support team:

contact@degigs.com

Response times. Cancellations: typically within 24 hours during business days. Standard refund requests: 3–5 business days. Complex disputes: 3–5 business days.

If you disagree with a refund decision, contact us within 14 days of receiving it.