Cancellation and Refund Policy
Last updated January 20th, 2025
1. Introduction
This Cancellation and Refund Policy (“Cancellation Policy”) is incorporated into the Performer Service Agreement and Client Service Agreement and applies to all bookings made through the ARRIVE platform. By using ARRIVE’s services, Clients (those booking Performers) and Performers (those accepting bookings) agree to abide by this policy.
ARRIVE is designed to streamline performance bookings, making the process efficient and fair for both Clients and Performers. Every booking represents a commitment between the Client and the Performer. Cancellations can significantly impact the other party, potentially leading to lost revenue, disrupted schedules, or logistical challenges.
We reserve the right to amend this Cancellation Policy at any time by posting an updated version to our website. The terms applicable to any cancellation are those in effect at the time of booking or as amended in any subsequent modifications to the booking.
2. Grace Period for Cancellations
- Clients or Performers who cancel within 24 hours of receiving a Booking Confirmation and no later than 48 hours before the performance start time will receive a full refund.
- Bookings confirmed less than 48 hours before the performance start time do not qualify for this Grace Period.
3. Cancellation Policy Options for Bookings
Very Flexible
- Clients may cancel up to 24 hours before the performance start time for a full refund (including all fees).
- Cancellations made less than 24 hours before the performance start time are not refundable.
Flexible
- Clients may cancel up to 7 days before the performance for a full refund (including fees).
- Cancellations between 7 days and 24 hours before the performance qualify for a 50% refund (excluding fees).
- Cancellations less than 24 hours before the performance are not refundable.
Standard 30-Day
- Clients may cancel up to 30 days before the performance for a full refund (including fees).
- Cancellations between 30 days and 7 days before the performance qualify for a 50% refund (excluding fees).
- Cancellations less than 7 days before the performance are not refundable.
Standard 90-Day
- Clients may cancel up to 90 days before the performance for a full refund (including fees).
- Cancellations between 90 days and 14 days before the performance qualify for a 50% refund(excluding fees).
- Cancellations less than 14 days before the performance are not refundable.
4. Additional Terms
Cancellations of Bookings Using Split Payment Feature
If a Client chooses to use ARRIVE’s split payment “Book Now, Pay Later” feature for a Booking, it is understood that if ARRIVE cannot process the second payment for any reason, such as due to insufficient funds or expired payment methods, the Booking and any future scheduled charges, including the second payment, will be canceled. Any applicable refund, based on the Booking's agreed-upon refund policy, will be calculated from the total Booking Price. This refund may be issued through such cancellation of future booking charges that would otherwise have been owed and/or a partial or full refund (as applicable) of a previously paid installment. For instance, if a Booking is only 50% refundable upon cancellation, and the Client has previously paid only the first 50% installment, they will not owe further payments in connection with the Booking, but they will not receive a refund for the non-refundable portion already paid.
Cancellation Process & Confirmation:
A booking is officially canceled only when the Performer or Client receives confirmation from ARRIVE Platform via account notification or email.
Credit Card Chargeback Disputes
In the event of a credit card chargeback dispute deemed valid by ARRIVE, the applicable user’s Account will be suspended from the Platform until the dispute is fully resolved either with ARRIVE or the applicable credit card company.
Multi-Day Bookings
For multi-day and nonconsecutive-day Bookings, the deadline for cancellation set forth in the applicable cancellation policy shall apply to the Event start time for each day in which the event is booked.
Calculating Cancellation Deadlines
All cancellation periods are calculated based upon the local time of the event.
5. Refunds & Payouts for Clients
- If a Performer cancels, Clients receive a full refund, including all fees.
- Performer payouts depend on the cancellation policy selected by the Client.
- Refunds typically take 3 to 7 days to process.
6. Performer-Initiated Cancellations & Penalties
Performer who cancel a confirmed booking without valid reasonsmay face the following penalties:
- Payment of displacement costs for the Performer.
- A fine of $100 or 30% of the total booking price.
- Delisting or suspension if multiple cancellations occur within 6 months.
7. ARRIVE-Initiated Cancellations
ARRIVE reserves the right to cancel a booking at any time due to:
- Fraud, unauthorized activity, or violations of ARRIVE’s policies.
- Safety concerns or risk of harm.
8. ARRIVE Credits & Rescheduled Bookings
ARRIVE may issue Credits instead of refunds in certain cases. These can be used for future bookings but are not exchangeable for cash.
9. Final Notes
By using ARRIVE, all Clients and Performers agree to adhere to this Cancellation and Refund Policy. For questions, please contact ARRIVE Support at: support@arrivebooking.com