Help & Support / Resolving a dispute with a supplier or customer

Resolving a dispute with a supplier or customer

Most bookings go smoothly. When they don't, talking it through usually solves the problem faster than anything else. This article explains the steps to take if you're stuck in a disagreement.

Step 1: talk it through

The majority of disputes are misunderstandings that resolve in a single message.

Open the booking messages and write a clear, factual note about what you think has gone wrong.
Stick to facts: dates, amounts, what was agreed.
Ask specifically for what you need: a refund of X, a rescheduled date, a different start time.
Give the other side a reasonable chance to reply (24 hours for most things).

Keep the conversation on Gig Heaven. If it escalates, the in-site message history is what we review. See Why we ask you to keep communication on Gig Heaven.

Step 2: if that doesn't resolve it

If direct conversation isn't working, contact us. Include:

The event reference (for example, GH12345, shown in message subjects and emails).
A short summary of what's in dispute.
What you've tried so far.
What outcome you're hoping for.

We'll read the conversation history, speak to both sides if needed, and propose a fair resolution. Most issues resolve within a working day or two of us getting involved.

Types of disputes we help with

Money: deposit refunds, unpaid balance, over-charging, under-performance. See Refunds: how they work and Disputing a payment.
Performance: supplier didn't turn up, customer cancelled last-minute, set shorter than agreed.
Contract terms: one side says X was agreed, the other says Y. We look at the contract and the messages.
Behaviour: abusive language, harassment, off-platform pressure. See Reporting suspicious activity or a user.

What we won't do

Take sides without evidence. If the contract and messages don't support a claim, we can't create evidence that isn't there. Keep the record tidy on-site.
Force a refund. We can process one when both sides agree, or where the facts clearly support it, but we're not a court.
Mediate personal grievances. If the dispute isn't actually about the booking, that's between you and the other party.

Possible outcomes

Full or partial refund, if due.
A rescheduled date agreed between both parties.
Removal or editing of content that breaches our terms.
Account action on one side if we find repeated bad behaviour.
Sometimes, simply a clear explanation of what the contract actually says, which resolves the disagreement.

If you want to take it further

Gig Heaven mediation isn't a legal process. For high-value disputes that our mediation doesn't settle, you're welcome to pursue small-claims court or other formal routes. We can provide the contract and message history to support that, just ask.

Contact us about a dispute