Why we ask you to keep communication on Gig Heaven

Before a booking is confirmed we ask both customers and suppliers to keep messages on Gig Heaven rather than moving to email, phone, or another platform. This article explains why, and what changes once a booking is confirmed.

The short version

• Protection. If something goes wrong, we can only help if the conversation happened here.
• Record. Every message is logged and timestamped, which helps both sides if a detail is later disputed.
• Moderation. Our systems check for scam patterns automatically. That only works when messages pass through the site.
• Fairness. Off-platform communication often means off-platform payment, which deprives the supplier of Gig Heaven's payment protection and leaves customers without any dispute route.

What we automatically filter

Before a booking is confirmed, messages that contain things like phone numbers, email addresses, website URLs, or references to external platforms may be redacted or flagged. You'll see a note explaining why, with a suggestion to keep the conversation on Gig Heaven until the contract is signed.

What changes when the booking is confirmed

Once the deposit is paid and the contract is Contract fully confirmed:

• Direct contact details (email and phone) are automatically shared between customer and supplier.
• The auto-moderation relaxes, so you can coordinate venue access, set lists, arrival times, and so on without redactions.
• You can still use Gig Heaven messages, and we recommend keeping anything contractual here, but day-to-day logistics can move to phone or email if it's easier.

See Understanding contract statuses for the full flow.

What it means for suppliers

• Your on-site response rate is a quality signal. Quick, thorough replies in the Gig Heaven messaging system build a track record.
• Anyone asking you to "email me directly" or "WhatsApp me" before a contract is almost always trying to dodge the booking flow. Politely redirect them back to the site.
• If you agree a booking off-platform, the deposit protection doesn't apply and we can't help if something goes wrong.

What it means for customers

• If a supplier asks you to send payment outside the site, it's a scam. Legitimate suppliers use the Gig Heaven deposit flow. See Spotting and avoiding scams.
• Keep the record of the conversation here until you're happy with everything. If the supplier goes quiet later, the record is what we work with.

Open your messages

Related: Sharing personal contact details, what's safe and Spotting and avoiding scams.

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