Service Agreements for Performers
Last updated January 20th, 2025
Application and Precedence
This document shall be known as the Performer Terms and Conditions of Service (“P–TOS”) and shall apply to Performers 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 in this document unless specifically redefined herein (in which case said redefinition will take priority herein). Definitions in this document that do not appear in the G–TOS apply only to this document.
The Inclusive Pronoun Use Policy contained in the G–TOS applies equally to the P–TOS and this document shall be read, understood and applied accordingly.
By confirming any Booking on The ARRIVE Platform, you fully agree to be bound by the Performer Terms and Conditions of Service as outlined in this document.
Definitions
"Performer" – a Musician, a Music Group, a Talent, an Entertainer, or any performing Act(s) which has been booked for a gig through ARRIVE.
"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.
"Event" – the period of time when the Performer performs the Booking.
Terms
All Bookings documented electronically or in writing and 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 The Booking is confirmed when the Performer clicks the ‘Accept’ button from their Bookings dashboard.
1.2 By accepting a Booking Request the Performer is entering into a legally binding contract with the Client such that he/she/they is/are committed to carrying out the contracted performance.
1.3 By accepting a Booking Request the Performer also agrees to adhere to the ARRIVE Performer’s Code of Conduct (see s. 17 below).
1.4 If the Client is not personally able to serve as the point-of-contact (“POC”) for the Performer on the day of the Event, then the Performer should ensure in advance that the Client has designated an alternate POC such as a venue manager or wedding planner.
2. Direct Contact with Clients
If a Client uses the “Call Request” feature to arrange a phone call with the Performer, following the call the Performer must immediately inform ARRIVE of any booking details agreed upon during the conversation by replying to the automatic email sent to him/her/them from ARRIVE right after said phone call.
2.2 Any Booking details verbally agreed between the Performer and Client must be confirmed in writing with the Client via The ARRIVE Platform.
2.3 The Performer is responsible for ensuring the Client understands that a Booking is not confirmed until it is requested using a “Booking Request” on The ARRIVE Platform./p>
22.4 If a Booking initiated via The ARRIVE Platform is agreed off-platform and not confirmed using a “Booking Request” on The ARRIVE Platform, the Performer must still pay the applicable ARRIVE service fee. This fee must be paid to ARRIVE within 24 hours of the date of the Event./p>
22.5 If the Performer fails to pay the ARRIVE service fee then his/her/their account will be suspended until payment in full is received.
3. Receiving Payment On-Site
3.1 All payments which go through the ARRIVE site (on-site) are transferred using our third-party payment processor – either Stripe or PayPal.
3.2 By clicking “Save” and registering your account details, you agree to the PayPal Services Agreement and the PayPal Account Agreement.
3.3 Payment on-site takes place in two stages:
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3.3.1 A deposit equal to 15% of the Performer’s total fee is released to the Performer when he/she/they accept a Booking through ARRIVE (or shortly thereafter).
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3.3.2 ARRIVE deducts its share of the Total Performance Fee, as well as the deposit amount already paid and then releases the remainder, plus expenses (less any paid in advance) to the Performer. This final release of funds to the Performer is usually made five business days after the Event date, however, the exact timing may vary slightly.
3.4 ARRIVE charges a standard commission of 20% of the Total Performance Fee on ALL Bookings, including those agreed off-platform or via direct messages.
3.5 The Performer may withdraw released funds using his/her/their dashboard. Total Performance Fee, ARRIVE’s Commission, Performer’s Earnings and Reimbursed Expenses are all separately accounted for and viewable on the “Payments” dashboard.
4. Off-Site Payment
4.1 Though most Booking payments take place through the third-party payment processing system, when Clients submit their payment details they can choose to pay Performers using offline methods such as cash or cheque on the day of the Event.
4.2 The off-site payment option is made clear to the Performer when he/she/they accept(s) a Booking Request and by doing so the Performer also accepts responsibility for collecting the payment in full and on time. ARRIVE cannot enforce off-site payments.
4.3 If a Performer is unsure of the method of payment, they should clarify this with the Client as soon as possible. If the Performer is unable to do so, then ARRIVE must be advised immediately at support@arrivebooking.com
4.4 ARRIVE is unable to offer Performers deposits for Bookings where the payment is made off-site.
4.5 Off-site payments are not protected under ARRIVE's Terms of Service, policies, and guidelines.
4.6 If the Performer receives his/her/their fee for a job using an off-site payment, they remain responsible for paying the applicable service fee (commission) to ARRIVE.
4.6.1 The ARRIVE service fee must be paid using the link sent to the Performer when the Booking is accepted.
4.6.2 The ARRIVE service fee must be paid no later than 24 hours after the Event.
4.6.3 If an ARRIVE service fee remains unpaid more than 24 hours after the event, ARRIVE may suspend that Performer’s ARRIVE account until full payment is received.
5. Travel Expenses
5.1 Travel Expenses include all expenses incurred by the Performer which are unrelated to the performance itself. Such expenses may include reasonable amounts for food and drink, transportation, porterage, accommodation, etc.
5.2 Travel Expenses are usually included in the final release of funds to the Performer, about five business days after the Event.
5.3 If the Performer requires travel expenses to be paid before the day of the Event (such as for expensive airplane tickets), this may be approved if the Performer contacts ARRIVE in a timely manner at support@arrivebooking.com
6. Cancellation and Changes
6.1 If a Performer absolutely needs to cancel or make any significant changes to a Booking, he/she/they must immediately inform ARRIVE at support@arrivebooking.com In all such cases the Performer must inform ARRIVE before informing the Client.
6.2 Merely informing a Client of a cancellation is not a valid method of effecting the cancellation as far as ARRIVE is concerned. No Booking shall be considered to have been canceled until ARRIVE has been notified.
6.3 Acceptable reasons for cancellation include unforeseen circumstances that result in the Performer being unable to get to the Event such as transportation accidents or failures, adverse weather, death, serious injury, natural disasters, riots or strikes.
6.4 If a Performer cancels a Booking, any deposit they have received must be immediately refunded to the Client.
6.5 If a Performer is using his/her/their own contract, that contract shall have this policy appended to it and shall incorporate said policy by reference.
6.6 If a Performer cancels a booking without an acceptable reason (as detailed in 6.3) that Performer will receive a warning that this is unacceptable conduct. A second cancellation without an acceptable reason will result in that Performer receiving a six-week suspension from The ARRIVE Platform.
7. No-Show Policy
7.1 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 Cancellation Policy at least 48 hours before the scheduled Event start time.
7.2 No-shows not only reflect badly on the Performer but also on ARRIVE. We reserve the right to remove a Performer who commits a no-show from The Platform and charge that Performer reasonable compensation of up to 70% of the performance fee applicable to the affected Booking.
7.3 If a Performer commits a no-show any deposit that Performer has received from the Client must be immediately refunded to the Client.
7.4 This policy will not apply to instances in which the Performer is unable to perform due to unforeseeable events beyond the Performer's control such as serious injury, death, transportation accidents or failures, natural disasters, riots or strikes.
7.5 If the Performer falls ill within 48 hours prior to an Event, said Performer must provide a doctor’s note for the cancellation to be deemed made for an acceptable reason under paragraph 6.3 above. The Performer also agrees to immediately take all reasonable steps to provide an alternate comparable Performer as a replacement.
8. Changes to Confirmed Booking Details
8.1 If a Performer needs to make significant changes to the details of a Booking before the Booking has been confirmed (such as the line-up, performance duration or fee amount) this must be done using The ARRIVE Platform or by sending email to support@arrivebooking.com and such changes must be accepted by the Client before the Booking is confirmed.
8.2 Once a Booking has been confirmed Performers should not communicate changes in Booking details to Clients without first contacting ARRIVE.
9. Delayed Event Schedules and Late Finish Fees
9.1 If an Event is delayed or interrupted due to no fault of the Performer and he/she/they cannot or will not perform past the originally scheduled end time there shall be no reduction of the amount owed to such Performer. The Performer may refuse to finish later than the originally scheduled end time without penalty.
9.2 If an Event is extended by more than 10 minutes beyond the originally scheduled end time and the Performer agrees to a request from the Client to continue performing, then he/she/they is/are 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.
9.3 If any other changes to the Booking occur on the day resulting in additional payment to the Performer, this payment must be declared to ARRIVE at support@arrivebooking.com within 24 hours after the Event.
10. Performance Conditions / Sound Limits
10.1 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, then the Client must make this limit known to the Performer before the Booking is confirmed.
10.2 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 to perform but the sound limit is lower than that of an acoustic drum kit. In such a case, the Performer is entitled to his/her/their full fee without having to perform and the failure to perform will not constitute a no-show (provided that evidence persuasive to ARRIVE of the sound limit conflict is produced).
10.3 The Performer may 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 amount owed to him/her/them (provided that evidence persuasive to ARRIVE of the generally unacceptable conditions is produced).
11. Using Alternative or Deputy Performers
11.1 If a Performer cannot perform as booked then he/she/they must contact ARRIVE immediately at support@arrivebooking.com
11.2 ARRIVE may grant the original Performer the right to use an alternative or deputy Performer, but only with the Client’s consent.
11.3 Any alternative or deputy Performer will be subject to the same contractual agreement as the original Performer.
12. Disintermediation and Circumvention
12.1 Performers 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 P–TOS and Performers who violate this provision may be penalized by having their ARRIVE account suspended or deleted.
12.2 ARRIVE is still entitled to its commission/service fee even if a Booking is paid for outside of The Platform.
12.3 If a Performer receives an offer for a subsequent booking as a result of a fulfilled Booking and if that subsequent booking is arranged in whole or in part through the ARRIVE Platform, then that Performer is entitled to an ARRIVE commission reduction of 10% on said subsequent Booking.
13. Dispute Resolution
13.1 The Performer must register any Client-related dispute by contacting ARRIVE as soon as possible at support@arrivebooking.com
13.2 Registering such a dispute will trigger an investigation lasting up to seven days, during which time we will ask both Client and Performer to provide evidence.
13.3 If the evidence is inconclusive the default decision is for the Performer to receive his/her/their fee according to the contract.
13.4 By accepting a Booking through The ARRIVE Platform, all Performers agree to adhere to the ARRIVE Performer’s Code of Conduct in section 17 below. 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.
14. Insurance
14.1 For Bookings where it is deemed necessary or desirable by the Client the Performer is required to have adequate Public Liability Insurance (PLI).
14.2 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.
15. Problems With The Platform
15.1 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.
15.2 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.
16. Trust and Security
16.1 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 – either Stripe or PayPal.
16.2 Any information ARRIVE does store is essential for the Booking process and industry-standard measures are taken to promote its security.
17. ARRIVE Performer's Code Of Conduct
17.1 By confirming a Booking all ARRIVE Performers agree to abide by the ARRIVE Performer’s Code of Conduct as outlined in this section.
17.2 The Performer agrees to fulfill the Booking to the best of his/her/their ability and in a manner that reflects the quality, skills and details advertised and/or represented to the Client via The ARRIVE Platform and its services and at all times while engaged in pre-confirmation Booking negotiations with the Client, however conducted. Relevant advertising/representations for the purposes of this section include but are not limited to the Performer’s Member Content, as well as direct communications with the Client.
17.3 The Performer will adhere to the Client’s wishes within reason and will always be polite and courteous toward the Client, as well as the Client’s guests/attendees and all of the venue staff and contractors.
17.4 The Performer should ensure that he/she/they are easily contactable by and responsive to the Client via phone and/or email.
17.5 The Performer should arrive at the Event with sufficient time to set-up and prepare for the performance. The Performer should also ensure that he/she/they know the necessary venue POCs and the location of all emergency exits.
17.6 The Performer agrees to supply all necessary equipment for his/her/their performance unless it has been expressly agreed that such will be provided by the Client or a third-party.
17.7 The Performer agrees to carry out all necessary tests (such as PAT tests) and checks on the equipment to ensure that it is in good working order.
17.8 The Performer agrees that they will not be under the influence of alcohol or recreational drugs during or shortly after the Booking or at any time when they are in the presence of the Client, the Client’s guests/attendees or venue staff/contractors. The taking of illegal drugs at any ARRIVE Booking is strictly prohibited and any prescription or over-the-counter medication taken by the Performer must not adversely affect his/her/their performance or behaviour.
17.9 The Performer agrees not to smoke or vape where it is prohibited at the venue.
17.10 The Performer will not engage in any behaviour that is illegal, reasonably deemed anti-social or may otherwise be considered to reflect badly upon ARRIVE, the venue or the Client.
17.11 The Performer agrees to dress in a manner customarily accepted and deemed appropriate by society in general for the kind of performance contracted, unless the Client has agreed otherwise or a different standard of attire is necessary to properly deliver the contracted performance.
18. Member Funds Held By ARRIVE
18.1 ARRIVE IS NOT A BANK and only holds funds for the purpose of facilitating a transaction related to a pending or recently fulfilled ARRIVE Booking. We strongly recommend that all Members do not leave balances on The Platform longer than necessary and in no case shall any Member be permitted to hold a dormant balance on The Platform for more than 30 days without penalty.
18.2 ARRIVE will neither pay nor owe interest on Client funds regardless of how long such funds are held and regardless of whether or not ARRIVE receives interest payments thereon from its financial institution. Further, ARRIVE reserves the right to apply reasonable administrative/custodial fees or write-downs to any balance left on The Platform longer than 30 days until such funds are withdrawn or fully depleted.
18.3 Although ARRIVE will always hold Member funds fully segregated from our own funds, Member funds held by ARRIVE are not insured nor guaranteed in any way and ARRIVE accepts no responsibility for Member funds that are abandoned, stolen by third-parties or rendered inaccessible for any reason.
19. Support
Help is available Monday through Friday, 9AM to 6PM PST (UTC-8). Requests are answered in the order they are received.
You can reach us from our Contact Us page.