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: 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
The Client service fee is non-refundable, including where a booking is cancelled and the booking amount is refunded to the Client in whole or in part, except where a refund of the fee is required by law.
3. Performer-initiated cancellations
Where a Performer cancels a confirmed booking, the Host is refunded the full booking amount. 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.