Cancellation & Refund Policy

This Cancellation & Refund Policy explains how cancellations and refunds are handled on Degigs. This Policy forms part of our Terms of Use and applies to all bookings made through the platform.

1. Overview

Degigs aims to provide a fair balance between Artists and Organizers while maintaining the integrity of the marketplace.

Where a cancellation is caused by one party, the other party should not be financially disadvantaged beyond any non-refundable third-party payment processing costs.

Refund eligibility depends on who cancels the booking and when the cancellation takes place.

2. Before Payment

Booking requests that are pending or have been accepted but have not yet been paid may be cancelled freely by either party through the platform.

As no payment has been processed, no refund or cancellation fees apply.

3. Platform Service Fees

Degigs charges platform service fees for the use of the marketplace.

Platform service fees help cover platform operations, payment processing, customer support and marketplace services.

Unless otherwise stated in this Policy, platform service fees are non-refundable once a confirmed booking has been cancelled.

Important: Payment processing fees charged and retained by third-party payment providers (such as Stripe) may not be refundable and therefore may not be included in the final refund, where applicable.

4. Organizer Cancellation

If the Organizer cancels a confirmed booking, the following refund policy applies.

90 days or more before the event

• Full refund of the booking amount.
• Full refund of applicable Degigs service fees.
• Payment processing fees charged by third-party providers (such as Stripe) may not be refundable.

Less than 90 days before the event

• 50% refund of the Artist's booking amount.
• Degigs service fees are non-refundable.
• Payment processing fees may not be refundable.

Less than 72 hours before the event

• 25% refund of the Artist's booking amount.
• Degigs service fees are non-refundable.
• Payment processing fees may not be refundable.

Less than 24 hours before the event

• No refund of the Artist's booking amount.
• Degigs service fees are non-refundable.
• Payment processing fees may not be refundable.

5. Artist Cancellation

If the Artist cancels a confirmed booking, the following refund policy applies.

90 days or more before the event

The Organizer will receive:

• Full refund of the booking amount.
• Full refund of applicable Degigs service fees.

Less than 90 days before the event

The Organizer will receive:

• Full refund of the booking amount.
• Full refund of applicable Degigs service fees.

Less than 72 hours before the event

The Organizer will receive:

• Full refund of the booking amount.
• Full refund of applicable Degigs service fees.
• Rebooking assistance where reasonably possible.

Less than 24 hours before the event

The Organizer will receive:

• Full refund of the booking amount.
• Full refund of applicable Degigs service fees.
• Priority rebooking assistance where reasonably possible.

Important

Payment processing fees charged and retained by third-party payment providers (such as Stripe) may not be refundable and therefore may not be included in the final refund, where applicable.

Artists who cancel confirmed bookings may also be subject to account penalties in accordance with the Degigs Terms of Use and applicable platform policies.

6. Extenuating Circumstances

Degigs may, at its sole discretion, waive or reduce cancellation penalties where exceptional circumstances beyond the reasonable control of the User prevent a booking from being fulfilled.

Such circumstances may include, but are not limited to:

• Serious illness or injury.
• Hospitalisation.
• Death of an immediate family member.
• Accidents.
• Government travel restrictions.
• Severe weather conditions preventing travel.
• Other exceptional circumstances supported by appropriate documentation.

Users requesting relief under this policy may be required to provide supporting evidence.

Degigs reserves the right to approve or reject any request at its sole discretion based on the information provided.

7. Refund Processing

Approved refunds follow this process:

1. Request Submission. Submit your refund request through the platform or contact our support team.
2. Review. Refund requests are typically reviewed within 2–5 business days.
3. Processing. Approved refunds are processed within 1–3 business days.
4. Bank Processing. Refunds generally appear on the original payment method within 3–10 business days, depending on your bank or card provider.

8. Refund Method

Approved refunds are always issued to the original payment method used during checkout.

Depending on your bank or card provider, refunds typically appear within 3–10 business days.

9. Disputes & Appeals

If you disagree with a refund decision, you may request a review.

The dispute process is as follows:

1. Attempt to resolve the issue directly through the Degigs messaging system.
2. Submit a formal dispute through the platform if no agreement is reached.
3. Degigs will review the available evidence and attempt to facilitate a fair resolution.
4. Where necessary, the case may be escalated for final internal review.

Nothing in this Policy limits the legal rights of either party.

10. Supporting Documentation

Where applicable, Degigs may request supporting documentation, including:

• Booking confirmations.
• Platform communications.
• Photos or videos.
• Medical certificates.
• Official documents.
• Any other relevant evidence.

Failure to provide requested documentation may affect the outcome of the review.

11. Policy Updates

Degigsmay update this Cancellation & Refund Policy from time to time to reflect changes in our services, legal requirements or platform operations.

When significant changes are made, we will:

• Publish the updated Policy on the platform.
• Update the “Last updated” date.
• Notify registered Users where appropriate.

Bookings confirmed before any update remain subject to the version of this Policy in force at the time the booking was confirmed, unless otherwise required by law.

12. Contact

For cancellation requests, refund enquiries or disputes, please contact us:

contact@degigs.com

Typical Response Times

• Urgent event-related issues: As soon as possible during business hours.
• General enquiries: Within 24 business hours.
• Refund requests: 3–5 business days.
• Complex disputes: 3–5 business days.

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