This Cancellation Policy explains how cancellations and refunds are handled for bookings made through ARRIVE (operated by ARRIVE Booking Agency). It supplements, and should be read together with, the ARRIVE Terms of Service and Payment Terms. The specific cancellation terms for any booking are those shown on that booking's agreement at the time it was made, which prevail over any later change to this general policy.
1. Host-initiated cancellations
Where a Host (client) cancels a confirmed booking, the refund of the booking amount is determined by how far before the scheduled event start the cancellation is made:
- 7 or more days before the event: 100% of the booking amount.
- 2 to 6 days before the event: 75% of the booking amount.
- 24 to 48 hours before the event: 50% of the booking amount.
- Less than 24 hours before the event: 25% of the booking amount.
- No-show by the Host: no refund of the booking amount.
The applicable tier is fixed at the time the booking is created and recorded on the booking agreement. ARRIVE may adjust the standard tiers from time to time; any change applies only to bookings made after the change takes effect.
2. The ARRIVE service fee
When the Client cancels a booking, or does not show, the Client service fee is not refunded, whatever part of the booking amount is refunded under section 1. The Client is refunded in full — the booking amount and the service fee — when (a) the Performer cancels the booking, (b) the Performer does not carry out the booking (a Performer no-show), or (c) ARRIVE cancels the booking on the Performer's behalf because the Performer cannot perform it. The service fee is also refunded where the law requires it. This applies to every booking, whoever makes it.
3. Performer-initiated cancellations
Where a Performer cancels a confirmed booking, or ARRIVE cancels it on the Performer's behalf because the Performer cannot perform it, the Host is refunded in full: the booking amount and the service fee. Where a Performer does not carry out a confirmed booking (a Performer no-show), the Host is refunded in full, including the service fee, once ARRIVE has reviewed the Host's report. Performers are expected to honor confirmed bookings; repeated or last-minute cancellations may affect a Performer's standing on the platform.
4. Refund method and timing
Refunds are issued to the original payment method. Processing times depend on the payment provider and typically take several business days to appear.
5. Disputes and payout release
For completed bookings, funds are released to the Performer automatically 72 hours after the event unless a dispute is opened within that period. Disputes are reviewed by ARRIVE on a case-by-case basis.
6. Statutory rights
Nothing in this policy limits any non-waivable rights you may have under applicable consumer-protection law. Where such law requires a different outcome, that law prevails.