Cancellation & Refund Policy
Last updated: May 11, 2026
This policy governs cancellations and refunds for bookings made through the LiveGrid platform. All bookings are subject to these terms as well as the booking-specific details in our Terms of Service. Funds are held in escrow by Stripe until the show is confirmed complete or a dispute is resolved.
1. Cancellation timeline
The following schedule applies when a booking is cancelled. Timing is measured from the scheduled event date:
| When cancelled | Artist receives | Buyer refund | Platform fee |
|---|---|---|---|
| 30+ days before the event | Nothing | Full refund minus $250 admin fee | Non-refundable The $250 admin fee covers escrow setup, contract processing, and payment handling costs. |
| 15–29 days before the event | 50% of booking subtotal | 50% of booking subtotal | Non-refundable At this stage the artist has likely declined other bookings to hold the date. |
| Less than 15 days before the event | 100% of booking subtotal | Nothing | Non-refundable With less than two weeks to go, the artist has no realistic opportunity to rebook the date. |
2. Cancellation by the artist
- Full refund to venue. When an artist cancels a confirmed booking for any reason, the venue receives a 100% refund of the booking subtotal. The LiveGrid platform fee is also refunded in this case.
- Artist forfeits credit. The artist forfeits an amount equal to 20% of the booking subtotal as a credit that can be applied toward future LiveGrid bookings (it is not paid to LiveGrid as a fee). This credit encourages reliability without penalizing genuine emergencies.
- Repeat cancellations. An artist who initiates three or more cancellations within any rolling 12-month period will have their account flagged for review. LiveGrid may impose additional restrictions — including requiring a verified reason before future cancellations are accepted — or may suspend booking access.
3. Force majeure
When a show cannot proceed due to circumstances genuinely outside either party’s control, and cannot be rescheduled, the escrow is released back to the buyer in full. Neither party is penalized.
Qualifying events
- Natural disasters (hurricane, flood, earthquake, wildfire) affecting the venue city
- Government-ordered closures (curfew, public-health order, state of emergency) that make the show illegal or physically impossible
- Permanent venue closure or destruction of the venue facility
- Serious illness or injury of the artist that prevents performance, supported by a medical note
What happens
- Escrow is released back to the buyer in full if the show cannot be rescheduled.
- The LiveGrid platform fee is also refunded.
- Neither party is assessed a kill fee or forfeiture.
- Stripe processing fees may still apply at Stripe’s discretion; LiveGrid will not absorb third-party processing costs.
Force-majeure claims must be submitted through a dispute ticket within 48 hours of the scheduled show time and include supporting documentation (e.g., government order, news report, medical certificate).
4. Disputes
All disputes are handled through LiveGrid’s resolution process. We review submitted evidence from both parties and issue a binding determination for escrow purposes.
- 14-day window. Either party may open a dispute up to 14 days after the scheduled show end time by visiting dashboard › Support.
- Escrow hold. Funds remain in escrow while a dispute is active. No payouts are released until the dispute is resolved or the 14-day window closes without a claim.
- Admin review. LiveGrid staff will review submitted evidence (messages, contracts, venue check-in records, photos) and issue a determination within 5 business days. Both parties will be notified by email.
- Final for escrow purposes. LiveGrid’s determination is final for the purpose of releasing or refunding escrow funds. The underlying contractual dispute between venue and artist remains theirs to pursue through other channels.
5. Stripe processing and timelines
- All payments and refunds are processed by Stripe, Inc. via Stripe Connect. By using LiveGrid’s payment features, you also agree to the Stripe Connected Account Agreement.
- Approved refunds typically appear on the original payment method within 5–10 business days, depending on your bank or card issuer. Stripe does not guarantee delivery timelines beyond its own processing, which is usually 3–5 business days.
- Stripe processing fees (currently 2.9% + $0.30 per transaction) are non-refundable in all scenarios except force majeure, where Stripe’s own policy governs.
6. Platform fee (LiveGrid commission)
The LiveGrid platform fee is generally non-refundable, with these exceptions:
- Force-majeure cancellations (Section 3 above).
- Cancellations initiated by the artist — in this case the platform fee is refunded in full to the venue.
- Cancellations made 30 or more days before the event — in this case the platform fee is refunded in full to the venue (minus the $250 admin fee).
In all other cancellation scenarios, the platform fee is retained by LiveGrid.
7. No chargebacks — disputes must go through LiveGrid first
Filing a chargeback with your card issuer or bank for a booking that is still within LiveGrid’s dispute window is a violation of these Terms. Chargebacks bypass the dispute process, freeze both parties’ funds indefinitely, and impose additional costs on all parties. Any user who initiates a chargeback without first exhausting the LiveGrid dispute process may have their account suspended and any future bookings cancelled.
If a chargeback is the only remedy available (e.g., the 14-day dispute window has passed, or LiveGrid is unable to resolve the dispute), contact [email protected] before filing, and we will work with you.
8. Contact
LiveGrid Music Corp, LLC
State of Florida, United States
Support: [email protected]
See also: Terms of Service · Trust & Safety