Sometimes an event doesn't go ahead. Cancelling a confirmed Gig Heaven booking is a joint decision: the customer and the supplier agree the cancellation between them, then contact us so we can officially cancel the contract. This article explains what the contract says about cancelling, and the steps to take.
What the contract says about cancelling
Every booking contract includes our standard terms, and this is the one that covers cancellation:
If there is a cancellation policy specified by the supplier in the "Extra Terms For This Supplier" section of this contract then cancellation would be allowed in accordance with the supplier's cancellation policy. Otherwise, this agreement may not be modified or cancelled except by mutual consent, in writing signed by both the supplier and the customer.
In plain terms:
- If the supplier added a cancellation policy to the contract's extra terms, that policy sets out exactly what happens - check the contract first.
- If there's no cancellation policy, the booking can only be cancelled by mutual consent - so you'll need to discuss it with the other party and agree the terms between you.
How to cancel a booking
- Check the contract for a cancellation policy in the supplier's extra terms.
- Message the other party through your Gig Heaven account and agree the cancellation - including anything money-related, such as whether any of the balance already paid should be returned.
- Both parties contact us to confirm the cancellation has been mutually agreed. We'll then officially cancel the contract and remove the booking.
Date or venue changed, but keeping the same supplier? That's a reschedule, not a cancellation - see if plans change: reschedule or cancel.
Money, disagreements and what happens next
- The deposit - refund requests for the 10% deposit are reviewed individually: see refunds: how they work. Any balance already paid directly to the supplier is between the two of you, though we can help mediate.
- Can't agree? If you and the other party can't reach an agreement, see resolving a dispute - we'll review the situation and propose a fair resolution.
Contact us about a cancellation
If you have any trouble, please contact us.
