1. When a Booking is confirmed
A Hirer accepting a quote does not by itself confirm the Booking.
A Booking becomes confirmed only when GigWest records successful confirmation of the required GigWest Booking Fee payment, or where an authorised GigWest booking-protection credit fully satisfies the required Booking Fee and GigWest records the Booking as confirmed.
If the booking-fee deadline expires before confirmation, the Booking is not confirmed and contact details remain protected.
2. If the Hirer voluntarily cancels
If a Hirer voluntarily cancels or changes their mind after a Booking is confirmed, the GigWest Booking Fee is generally not refundable, because GigWest's booking-facilitation service has been supplied and the booking relationship has been confirmed.
This does not remove any refund, cancellation or other remedy required by the Australian Consumer Law or other applicable law.
The Performer Fee and any direct Performer retainer are separate. Their cancellation consequences are determined by the accepted Performance Agreement and applicable law.
3. If the Performer cancels
If the Performer cancels a confirmed Booking and the booked performance will not be supplied, the Hirer may be eligible for a remedy in relation to the GigWest Booking Fee.
Depending on the circumstances and the functionality available for that Booking, GigWest may offer the Hirer a choice between:
- a refund of the eligible GigWest Booking Fee amount; or
- a one-time GigWest Booking Protection credit to use toward an eligible replacement Booking.
GigWest may also provide replacement assistance, including Gig SOS or another suitable replacement workflow.
Direct money already paid to the Performer is not held by GigWest and must be addressed between the Hirer and Performer under the Performance Agreement and applicable law.
4. Performer no-show or failure to supply
Where a Performer is recorded as a no-show or otherwise does not supply the booked performance, GigWest may review the Booking record and provide an appropriate GigWest Booking Fee remedy, including a refund or eligible Booking Protection credit.
GigWest may request reasonably necessary information before determining the Platform remedy.
5. Replacement Bookings and Booking Protection credits
Where an eligible Booking Protection credit is used for a replacement Booking:
- if the replacement GigWest Booking Fee is equal to the credit, no additional Booking Fee is due;
- if the replacement Booking Fee is higher than the available credit, the Hirer pays only the difference through GigWest; and
- if the replacement Booking Fee is lower than the available credit, the unused eligible remainder may be returned through the original GigWest payment record where the Platform supports that remedy.
A replacement Performer must still provide a new quote and the replacement Booking must go through the ordinary GigWest confirmation process.
A Booking Protection credit relates only to the GigWest Booking Fee. It is not credit for the Performer Fee.
6. Rescheduling
A Booking is not rescheduled merely because one party requests a new date. Both the Hirer and Performer must agree through the available GigWest rescheduling process.
Where a reschedule is mutually accepted:
- GigWest retains the original booking history;
- the original first/repeat relationship classification is preserved for that Booking;
- if the Performer Fee and applicable Booking Fee do not change, no additional GigWest payment is required;
- if the relevant GigWest Booking Fee increases, the Platform may require the difference; and
- if it decreases, GigWest may refund the calculated eligible GigWest Booking Fee difference.
Any change to direct Performer Fee timing or other performance terms must be agreed between the Hirer and Performer.
7. Event cancellation, weather and circumstances outside either party's control
Events may be affected by weather, venue closure, illness, emergency, government action or other circumstances outside a party's control.
The treatment of the Performer Fee depends on the accepted Performance Agreement and applicable law. The GigWest Booking Fee remedy depends on the reason the Booking cannot proceed, what GigWest service has been supplied and any rights or remedies that apply by law.
GigWest will not automatically classify every external event as either refundable or non-refundable without considering the relevant circumstances.
8. Duplicate, incorrect or unauthorised GigWest charges
If GigWest or its payment provider duplicates a charge, processes an incorrect amount or otherwise processes a payment incorrectly, contact GigWest promptly. Where an error is verified, GigWest will arrange the appropriate correction or refund.
If you believe a payment was unauthorised, contact GigWest and your financial institution promptly. Nothing in this policy restricts legitimate rights you may have through your card issuer or applicable law.
9. Failed or late payment
A failed payment does not confirm a Booking.
If a payment is received by the payment provider after the recorded booking-fee deadline, GigWest may leave the Booking unconfirmed and arrange a refund of the late GigWest charge where required by the Platform process.
10. Direct Performer retainers and Performer Fees
A direct Performer retainer is part of the Performer Fee, not the GigWest Booking Fee.
GigWest does not collect or hold direct Performer retainers or the remaining Performer Fee. GigWest therefore cannot issue a Stripe refund for those amounts.
If a dispute arises about a direct Performer payment, the parties should refer to the accepted quote and Performance Agreement. GigWest may provide available Platform records and reasonable support but does not adjudicate the private payment dispute.
11. How refunds are paid
Where GigWest approves or is required to issue a Booking Fee refund, GigWest will ordinarily attempt to return the amount to the original payment method through its payment provider.
Payment-provider and financial-institution processing times may vary. GigWest does not control how long a bank or card issuer takes to display an approved refund after the provider has processed it.
12. Consumer rights
Nothing in this policy excludes or limits any guarantee, refund, cancellation right or other remedy that cannot lawfully be excluded under the Australian Consumer Law or another applicable law.
13. Requesting help
For a cancellation, payment or refund issue, use the GigWest support process or email gigwestsupport@gmail.com and provide the relevant Booking reference.