Cancellation & Refund Policy

1. Booking Confirmation

A booking is considered confirmed ONLY when: (a) the required advance payment has been received by ArtizenLive, AND (b) the Artist's availability has been secured. Until both conditions are met, no booking is considered confirmed.

2. Cancellation Procedure

All cancellation requests must be submitted in writing via email to: [email protected].

Verbal or WhatsApp cancellations are NOT accepted as official cancellations. Refund eligibility is calculated from the date of the written cancellation request to the scheduled event date.

3. Refund Structure (Advance Amount Only)

Refund eligibility is governed by this Refund & Cancellation Policy. Refund percentages apply only to the advance amount payable to the Artist. In case of cancellation, any platform, service, or convenience fee charged by ArtizenLive is non-refundable. Any applicable refund will be calculated after deducting such fees, and the remaining amount will be refunded to the customer.

Note: Refund applies ONLY to the advance amount collected. Balance amounts paid directly to the artist are outside ArtizenLive's refund scope.

4. Refund Processing Timeline

Refunds are processed within 15 business days from the date of the approved cancellation request and are credited to the original payment method. ArtizenLive is not responsible for bank or payment gateway processing delays.

5. Force Majeure

In case of natural disasters, government restrictions, pandemics, or declared public emergencies, rescheduling will be attempted as a first option. If rescheduling is not possible, refunds will be decided after coordination with the Artist. ArtizenLive shall not be held liable for events beyond its reasonable control.

6. Artist Cancellation

If the Artist cancels due to genuine reasons, the Client may choose either:

• A replacement Artist of equal or higher quality, OR
• A full 100% refund of the advance amount paid.

If the Artist cancels without a valid force majeure reason, the Artist is liable under the Master Artist Agreement.

7. Non-Refundable Situations

Refunds are not applicable in the following situations:

• Client cancellations made less than 72 hours before the scheduled event.
• Advance payments for performances that have already been delivered.
• Platform service fees (once invoiced to the Artist) are non-refundable.
• No-shows by the Client on the day of the event.

8. Policy Modification

This policy may be updated from time to time. Updates apply only to new bookings. Confirmed bookings remain governed by the policy version in effect at the time of booking, unless mutually agreed otherwise in writing.