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).
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.
Related: Refunds: how they work, Disputing a payment.
