Service Agreements for Clients
Last updated January 20th, 2025
Application and Precedence
This document shall be known as the Client Terms and Conditions of Service (“C–TOS”) and shall apply to Clients only. It is additional and supplementary to the General Terms and Conditions of Use (“G–TOS”) which applies to all users of Our Platform. In the event of a conflict between this document and the G–TOS, this document shall prevail.
Any definitions contained in the G–TOS remain in effect and retain their identical meaning herein unless specifically redefined (in which case said redefinition will take priority). Definitions in this document that do not appear in the G–TOS apply only herein.
The inclusive pronoun use policy contained in the G–TOS applies equally to the C–TOS and this document shall be read, understood and applied accordingly.
Definitions
"Client" – any person, company, host, event planner, venue, vendor, or organization that utilizes ARRIVE to book and secure a Performer for a scheduled Event. The Client is responsible for the terms of the booking, including payment, event logistics, and adherence to ARRIVE’s policies.
"Performer" – a Musician, a Music Group, a Talent, an Entertainer, or any performing Act(s) which has been booked for a gig through ARRIVE.
"Event" – the period of time when the Performer performs the Booking.
Terms
All Bookings documented electronically or in writing – however or wherever negotiated and agreed – will be legally binding contracts subject to the following non-negotiable terms and conditions:
1. Confirming The Booking
1.1 By sending a Booking Request, the Client is offering to enter into a legally binding contract with the Performer such that when the Performer accepts or confirms the Request, the Client is committed to paying for the contracted performance.
1.2 Once the deposit has been paid, the Booking is considered to be “secured”.
1.3 Clients should ensure that they have communicated to the Performer in advance who their designated point-of-contact (“POC”) will be on the day of the Event.
2. Direct Contact With Performer
2.1 All details for any Booking agreed verbally must be confirmed in writing with the Performer using the Message feature on the ARRIVE platform.
2.2 A Booking is not agreed until it is formally requested using the “Book now” button on the Client’s ARRIVE enquiry page.
2.3 If a Booking initiated via The ARRIVE Platform is agreed in person but not completed via The ARRIVE Platform, then ARRIVE cannot be responsible for any cancellations or issues relating to the Booking, and no payment or Performer replacement guarantees will apply.
3. Paying On-Site
3.1 All payments which go through the ARRIVE site (on-site) are transferred using our payments provider, PayPal.
3.2 By clicking “Save” and registering your account details, you agree to the PayPal Services Agreement.
3.3 If a Booking is secured more than 28 days before the Event date, then payment is taken in two stages
3.3.1 Clients pay a 35% deposit when securing their booking.
3.3.2 The remaining 65% of the Performer’s fee and any travel expenses are automatically transferred from the Client to ARRIVE 28 days before the Event date and then released to the Performer five business days after the Event.
3.4 If a booking is secured less than 28 days before the Event date, then the full payment (including the deposit) is taken in a single stage, when the Client secures their booking.
3.5 If a Client books a Performer within 48 hours of the Event date, this is considered a ‘last minute booking’ and the Client agrees to pay a 15% surcharge to cover the increased administration cost.
3.6 If a Client books a Performer and indicates to Arrive by email or telephone that they would like to receive concierge service from a member of the Arrive team, then the Client agrees to pay a 15% surcharge to cover the increased administration cost.
4. Off-Site Payment
4.1 Though most Booking payments take place through the PayPal payment system, Clients can choose to pay Performers using off-site methods such as cash or cheque on the day of the Event.
4.2 If the Client chooses to pay the Performer off the site, they are responsible for ensuring that the Performer is aware of the payment method they have chosen.
4.3 Off-site payments are not protected under ARRIVE's Terms of Service, policies, and guidelines.
5. Travel Expenses
5.1 Travel Expenses include all expenses incurred by the Performer which are unrelated to the performance itself. For example, such expenses may include reasonable amounts for items like transportation, porterage and accommodation, as well as for food and drink.
5.2 Performers usually receive their travel expenses payment as part of their final payment, transferred to the Performer approximately five business days after the Event.
5.3 In some cases, such as if the Performer needs to book expensive airplane tickets, travel expenses may need to be paid to the Performer before the Event. In such a case, the Performer will inform ARRIVE who will work to ensure a solution is reached with the agreement of both parties.
5.4 In those cases for which travel expenses must be paid before the Event, the Client agrees to do so in order to smoothly facilitate the Booking.
6. Cancellation or Changes
6.1 If a Booking needs to be canceled or significantly changed, Clients must immediately inform ARRIVE of any changes to a booking at support@arrivebooking.com
6.2 If a Client needs to cancel they must inform ARRIVE before informing the Performer.
6.3 Merely informing the Performer of a cancellation is not a valid method of effecting the cancellation as far as Arrive is concerned. All communication regarding cancellations must be directed through Arrive and no Booking shall be considered canceled until Arrive has been notified.
6.4 All cancellations are subject to ARRIVE's cancellation policy and said policy must be followed regardless of whether the Performer also has his/her/their own cancellation policy.
7. ARRIVE Cover
7.1 For any Booking paid by credit or debit card, Clients will have the option to purchase ARRIVE Cover for a small additional fee. This is a replacement service which offers peace of mind in the unlikely event that a Booked Performer cancels.
7.2 If a Performer cancels and the Client has previously purchased ARRIVE Cover, ARRIVE agrees to offer the Client a replacement Performer of the same general quality, standard and style as the Performer who was originally booked. If this Performer requires payment greater than what had been agreed upon for the original Booking, then ARRIVE will cover the difference up to a maximum of 10% of the original Booking value. The Client will be required to cover any remaining additional expense.
7.3 If ARRIVE is unable to find a replacement act suitably matching the original requirements of the Booking, then the Client shall be entitled to a full refund plus an additional $100.
7.4 Even if ARRIVE is able to find a replacement act, the Client may choose to decline the replacement, cancel the Booking without penalty and receive a full refund of any amount already paid.
7.5 Regardless of ARRIVE’s provision of cancellation protection services, the contract for a Booking remains solely between the Client and the Performer.
7.6 If a replacement Performer is found and accepted by the Client, then the original terms of the Booking contract agreed between the Client and the original Performer will apply to the contract formed between the Client and the replacement Performer.
7.7 Refunds of purchased protection policies may be provided subject to the cancellation policy in place for the Booking, or if not otherwise specified, at ARRIVE’s discretion. Clients should contact their Bookings assistant for further information.
8. No Show Policy
8.1 A no-show occurs when a Performer does not carry out a Booking without first having validly canceled said Booking in accordance with the ARRIVE Performer Cancelation Policy at least 48 hours before the scheduled job/gig start time.
8.2 If a Performer no-shows, any deposit he/she/they have received must be immediately refunded to the Client.
9. Changes To Booking Details
9.1 If a Client needs to make changes to the details of a Booking before it has been confirmed (such as the line-up, performance duration or fee amount), this must be done using The ARRIVE Platform and must be accepted by both parties before the Booking is confirmed.
9.2 Once a Booking has been confirmed, Clients should not communicate changes in Booking details to the Performer without first notifying ARRIVE by email sent to support@arrivebooking.com
10. Delayed Event Schedules And Late Finish Fees
10.1 If an Event is delayed or interrupted through no fault of the Performer and he/she/they cannot or will not perform beyond the originally scheduled end time, this will not affect the performance fee applicable. The Performer has the right to refuse to finish later than the originally scheduled end time without penalty, and doing so shall not be considered misconduct.
10.2 If an Event is extended beyond the originally scheduled end time and the Performer agrees to continue performing at the request of the Client, then the Performer is entitled to negotiate and receive additional payment from the Client at the Performer’s discretion. This additional payment must be declared to ARRIVE at support@arrivebooking.com within 24 hours after the Event.
10.3 If any other changes to the Booking occur on the day of the Event and result in additional payment made or owed to the Performer, this additional payment must be declared to ARRIVE at support@arrivebooking.com within 24 hours after the Event.
11. Performance Conditions and Sound Limits
11.1 Relevant performance conditions should be made known to the Performer by the Client before a Booking is confirmed. If the Event venue has a sound limit, the Client must make this limit known to the Performer before the Booking is confirmed.
11.2 Examples of relevant performance conditions other than sound limits include: (i) the size of the performance space available; (ii) contingency plans in the event of rain or adverse weather conditions (for outdoor performances only): (iii) timings for sound checks; (iv) the size, condition and availability of dressing rooms; and, (v) availability of food and drink.
11.3 The Performer may refuse to perform if the Client does not make the sound limit known to the Performer before the Booking is confirmed and/or the sound limit for the Booking is below a reasonable level for the style of performance booked. For example, if a rock band is booked to perform but the sound limit is lower than that of an acoustic drum kit. In such a case, failure to perform will not constitute misconduct or a no-show, by the Performer and the performance fee applicable will not be affected, provided that evidence persuasive to ARRIVE of the sound limit conflict is produced.
11.4 The Performer may similarly refuse to perform if general performance conditions at the venue are lower than agreed with the Client, or if the conditions are objectively unacceptable. Such refusal shall not be considered misconduct or a no-show by the Performer, and shall not affect the performance fee applicable for the Booking, provided that evidence persuasive to ARRIVE of the generally unacceptable conditions is produced.
12. Using Alternative Or Deputy Performers
12.1 ARRIVE may grant the Performer the right to use an alternative or deputy performer, but only given the Client’s consent.
12.2 Any alternative or deputy performers will be subject to the same contractual agreement as the original Performer.
13. Disintermediation And Circumvention
13.1 Clients agree not to take Bookings originating on ARRIVE outside of The Platform or use ARRIVE to arrange for jobs/gigs outside of The Platform. Doing so is against both the G–TOS and the C–TOS and Clients who violate this provision may be penalized by having their ARRIVE account suspended or deleted.
13.2 Clients agree not to process payments to ARRIVE’s members through payment systems that are external to the ARRIVE platform.
13.3 If a Client wishes to offer a Performer further work as a result of an ARRIVE Booking, the Client should contact ARRIVE at support@arrivebooking.com with the details.
14. Dispute Resolution
14.1 If a dispute arises as a result of a Booking, the Client must register the dispute by contacting ARRIVE as soon as possible at support@arrivebooking.com
14.2 Registering a dispute will freeze any payment transactions for a period of up to seven days during which time we will ask both the Client and the Performer to provide evidence.
14.3 If the evidence is inconclusive, the default decision is for the Performer to receive his/her/their fee.
14.4 By accepting a Booking through the ARRIVE Platform, all Performers agree to adhere to the ARRIVE Performer’s Code of Conduct. If a Client feels that a Performer has behaved inappropriately and so informs ARRIVE, we may suspend, remove, or otherwise penalize that Performer if we reasonably deem it appropriate to do so.
15. Insurance
15.1 For Bookings where it is necessary or desirable for the Performer to have adequate Public Liability Insurance (PLI), the Client is responsible for communicating this requirement to the Performer well ahead of the Event date.
15.2 Neither ARRIVE, nor its directors, officers, affiliates, subsidiaries, partners, agents, employees or contractors shall be liable for any personal injury or property damage however caused, occurring at or resulting from an ARRIVE Booking.
16. Problems With The Platform
16.1 Though our tests show that the ARRIVE Platform has approximately 99.99% uptime, we cannot guarantee that it will be accessible at all times or at any given time.
16.2 Anyone accessing The Platform with older versions of Internet browsers may experience connectivity problems and so for optimal experience it is recommended that you always use the latest version of your browser.
17. Trust And Security
17.1 ARRIVE adheres to the highest standards of security and protection when handling the data of Members.
17.2 ARRIVE never stores sensitive payment method details such as credit card, debit card or bank account numbers. This information is stored by our third-party payment processor, PayPal.
17.3 Any information ARRIVE does store is essential for the Booking process and industry-standard measures are taken to ensure its security.
18. Misc. Booking and Financial Issues
18.1 Members are solely responsible for honoring any confirmed Bookings made through The ARRIVE Platform in full recognition that such Bookings are legally binding contracts for the parties involved. The parties involved are solely the Client and the Performer; ARRIVE is not a party to those contracts. Accordingly, ARRIVE expressly disclaims all liability connected with or arising out of said contracts to the maximum extent permitted by law.
18.2 The Total Amount Payable will be displayed to a Client before the Client sends a Booking Request to a Performer. The Performer is required to either confirm or reject the Booking Request within the Booking Request Period; otherwise, the request will be automatically canceled. If a Booking Request is canceled, any amounts collected by ARRIVE will be refunded.
18.3 While a Booking Request is still pending, you understand and agree that ARRIVE, on behalf of the Performer, may: (i) obtain a pre-authorization from your credit or debit card for the Total Amount Payable; or, (ii) charge your credit or debit card a nominal amount, not to exceed one dollar ($1) or a similar sum in the currency in which you are transacting, to verify your credit or debit card. You hereby approve and authorize such payment method verification processes being conducted by ARRIVE and/or its third-party payment processor PayPal. You may be charged fees by your financial institution as a result of this card verification process, and ARRIVE has no obligation to reimburse you for such fees and accepts no liability for any damage or harm suffered by you as a result.
18.4 You agree to pay ARRIVE the Total Amount Payable for any confirmed Booking you make via the ARRIVE Platform by one of the approved payment methods listed thereon, and you further agree that ARRIVE may collect the total amount from you (i) all at once; or (ii) by by two or more payments as may be required by ARRIVE and made known to you at the time that your Booking Request is submitted. You hereby authorize such charges to your credit card, debit card, or other approved payment method as listed on The ARRIVE Platform. You may be charged fees by your financial institution as a result of this card verification process, and ARRIVE has no obligation to reimburse you for such fees and accepts no liability for any damage or harm suffered by you as a result.
18.5 You acknowledge and agree that you are also subject to PayPal’s terms of service / user agreement and privacy policy in connection with your authorized payments to ARRIVE, as well as any payment method verification processes carried out by ARRIVE and/or PayPal. Please carefully review such terms and conditions / service agreement and privacy policy before attempting any transaction. ARRIVE accepts no liability for any loss or harm suffered by you as a result of your relationship with Paypal or your use of its services.
18.6 Once your Booking is confirmed, you will receive an email from ARRIVE summarizing your transaction.
19. Support
Support is available Monday through Friday, 9AM to 6PM PST (UTC-8). Support requests are answered in the order they are received.You can reach us from our Contact Us page, or by email at: support@arrivebooking.com