If a client cancels a confirmed booking, ARRIVE's cancellation policy decides how much is refunded to them — and protects you for the work you committed to. The earlier the cancellation, the larger the client's refund.
Refund tiers
How much the client is refunded depends on how far ahead of the event they cancel:
- 7+ days before — 100% refund
- 2 to 6 days before — 75% refund
- 24 to 48 hours before — 50% refund
- Under 24 hours before — 25% refund
- Client no-show — 0% refund
The tiers that apply are locked in when a booking is confirmed. Any amount not refunded to the client is paid out to you, so a late cancellation still recognizes the time you set aside.
How it affects your payout
When a cancellation happens, your payout is adjusted to match the refund tier. See How ARRIVE payouts work.
If a booking doesn’t go ahead because it wasn’t performed, ARRIVE Support reviews the report from the client or organization and tries to reach you first. If Support confirms it, the client or organization is refunded in full, including the ARRIVE service fee, and no payout is due for that booking — if you think that’s a mistake, contact ARRIVE Support.
Need to cancel a confirmed booking yourself? See If you have to cancel a confirmed booking.
ARRIVE can update these tiers over time; the current policy always applies to new bookings. For the full terms, see the Cancellation Policy. Questions about a specific booking? Contact ARRIVE Support.