Enkore customer cancellation policy

  • What happens if I cancel my booking?

    We’ll always do our best to help out in the unfortunate event you decide to cancel a booking made through Enkore. Whilst we’ll try to facilitate refunds where possible, the musician you’ve booked may be entitled to retain a portion of your payment, with the amount depending on: (i) when you booked, and (ii) how long before your event date you’re cancelling. This document explains our cancellation policy, which forms a part of the contract for all bookings made through Enkore.

  • Refunds summary

    • If you booked more than 4 weeks (28 days) before your event:

      If you cancel more than 4 weeks before the event, your 10% Service Fee will be retained by the musician, and all additional fee will be refunded If you cancel more than 4 weeks before the event, you’ll receive a refund of 100% of the Performance Fee.

    • If you booked within 4 weeks (28 days) inclusive of your event date:

      If you cancel more than 2 weeks before the event, you’ll receive a refund of 80% of the Performance Fee and Service Fee will be retained If you cancel within 2 weeks of your event, you’ll receive a refund of 50% of the Performance Fee and Service Fee will be retained

General notes

  • Free cancellations: You may cancel within 48 hours of making your booking and receive a full refund. The only exception is if you cancel within 48 hours of the event start time, in which case you will only be eligible for a 50% refund

  • Short notice cancellations: Cancellations made within 48 hours of the event start time will not be eligible for refunds, except if the booking was made within the 48 hours prior to cancellation (see above), in force majeure cases (see below), or at the musician’s sole discretion.

  • Enkore Cover: Any fees paid for Enkore Cover will be refunded in the event of a cancellation, except for cancellations made within 48 hours of the event start time

  • Travel expenses: Musicians’ travel expenses will be refunded to you in full, except in the case where either (a) you are cancelling within 48 hours of the event start time, or (b) the musician has proof of pre-paid travel expenses which are non-refundable. These scenarios will be handled on a case-by-case basis. Any travel expenses paid by special arrangement to the musician outside the standard payment schedule will also be handled on a case-by-case basis. All other aspects of this cancellation policy relate solely to the musician Performance Fee.

  • Bank transfer / cash payments: This cancellation policy only covers payments made through Enkore’s automated payment system (“Enkore Pay”), which applies to all card payments and some bank transfer payments (depending on the date of your booking). If you select a non-card payment method at checkout, then refunds in these cases must be handled directly with the musician, and Enkore is unable to enforce any agreement made for a payment outside of this policy.

Examples

James booked a pianist for $200 at 7pm on 1st July 2021 to perform for an event in September 2021. At 2pm on 3rd July 2021, James cancels his booking. Since he cancelled within 48 hours of booking, and the event is over 48 hours away, so refunded the full $200. On 16th September 2021, April cancelled her $200 Opera (Soprano) booking for 1st December 2021. Pays $220 ( Performance Fee+Service Fee ).The event was both booked and cancelled more than 4 weeks in advance, so Enkore retains the Service Fee of $20 , but April has not made any other payments, and is refunded $200 performance fee . On 1st October 2021, Sue makes a $200 booking for 26th October 2021. Pays $220 ( Performance Fee+Service Fee ) She then cancels the booking on 23rd October 2021, so she receives a refund of $0 and the musicians retains $200.

Exceptions

In instances where a performance cannot take place due to a “Force Majeure Event”, this agreement will be null and void. A Force Majeure Event, under Enkore’s terms, occurs where a party is unable to comply with its obligations for reasons out of its control including natural disasters, severe weather conditions, government actions, war, terrorism, riots, strikes, death and acts of God. Under such circumstances, we will endeavour to assist in the resolution of any payment disputes, but will be unable to enforce the transfer of funds between parties.

Musician cancellations

In the rare instance that a musician is forced to cancel a booking, one of our team will be in touch to discuss alternative options with you. In most cases, we are able to find a perfect replacement and the performance can go ahead as planned. However, you will also have the option of a full refund.

Refund calculations

Refund due Notice period
More than 4 weeks Less than 4 weeks More than 2 weeks Less than 2 weeks Less than 48 hours
Contract duration
More than 4 weeks 100% Performance fee + Service fee refunded 100% Performance fee refunded , 100% (Full Service Fee retained) 80% Performance fee refunded(Full Service Fee retained) 80% Performance fee refunded(Full Service Fee retained) 0%
Less than 4 weeks - - 80% Performance fee refunded(Full Service Fee retained) 50% Performance fee refunded(Full Service Fee retained) 0%
Less than 48 hours 100% 100% 100% 100% 50% Performance fee refunded 100%(Full Service Fee retained)
In the case of a Force Majeure cancellation, these figures will serve as the minimum guaranteed refund amount, and we will work closely with you and the musician to find an arrangement which works for both parties

Bookings made on or after 14 October 2021

Events after 1st October 2021 You will be eligible for a 100% refund if any of the following is true:

  1. Government enforced restrictions mean your event cannot legally take place.
  2. Government enforced restrictions legally prohibit your musician from performing at your event.
  3. You or somebody you have been in recent contact with contract COVID-19*
  4. Government enforced restrictions legally prohibit you or members of your wedding party from travelling to your event location.
  5. In the event that your date needs to change due to COVID-19 we offer free date changes on your booking.
  6. If your new date isn’t available for the musician, you will not lose any money on the booking and will receive 100% credit to the value of the amount you have paid. This can be used towards any future booking with Enkore.
*A copy of your test result or track & trace instruction to self-isolate will be required

Enkore musician cancellation policy

  • What happens if a customer cancels my booking?

    Enkore is fully committed to fair pay for musicians. Our cancellation policy aims to ensure fair recompense in the event of a customer cancelling a booking, which reflects the time involved in organising the booking and the decreasing probability of being able to find alternative work at short notice. This document explains our cancellation policy, which forms a part of the contract for all bookings made through Enkore. For all cancellations, the portion of your fee you are entitled to retain will depend on: (i) when the customer booked, and (ii) how long before the event date they cancel.

  • General notes

    • Free cancellations: A customer can cancel within 48 hours of making a booking and receive a full refund. The following exceptions apply: If the cancellation is within 48 hours of the event start time, you will receive 80% of the Performance Fee.

    • Short notice cancellations: You will retain 80% of the full fee for cancellations made within 48 hours of the event start time, except if the booking was made within the 48 hours prior to cancellation (see above), or in force majeure cases (see below).

    • Travel expenses: Travel expenses will be refunded to a customer in full, except in the case where either (a) the cancellation is within 48 hours of the event start time, or (b) you have proof of pre-paid travel expenses which are non-refundable. For this reason, we strongly recommend retaining all receipts for travel expenses paid. These scenarios will be handled on a case-by-case basis. Any travel expenses paid by special arrangement outside the standard payment schedule will also be handled on a case-by-case basis. All other aspects of this cancellation policy relate solely to the Performance Fee.

    • Bank transfer / cash payments: Payments made by any method other than through the Enkore platform will not be covered by this cancellation policy. You will be informed when accepting a booking if this is the case. Enkore Payment portal is used whenever a customer pays by card, and is sometimes available for bank transfer payments (in such cases, the payment will appear as normal on the platform and be automatically paid into your chosen account). Any other bank transfer payment or cash payment organised directly with the customer is deemed to fall outside Enkore Payment portal, and not covered by this policy. Refunds in these cases must be handled directly with the customer, and Enkore is unable to enforce any agreement made for a payment outside of this policy.

  • Examples

    Mira is booked for $200 at 7pm on 1st July 2021 to perform for an event in September 2021. At 2pm on 3rd July 2021, the customer cancels their booking. Since the cancellation is within 48 hours of booking, and the event is over 48 hours away, the customer is refunded the full $200. Mira receives no payment from Enkore. On 16th September 2021, a customer cancels their $200 booking for Belinda for 1st December 2021. The event was both booked and cancelled more than 4 weeks in advance, so Lucy does not get any payment in this instance. Amy is booked for 1st December 2021, but the customer cancels their $200 booking the week before, on 25th November. The booking was originally made in July, so Amy receives $100 (50%) of the Performance Fee.

  • Exceptions

    In instances where a performance cannot take place due to a “Force Majeure Event”, this agreement will be null and void. A Force Majeure Event, under Enkore’s terms, occurs where a party is unable to comply with its obligations for reasons out of its control including natural disasters, severe weather conditions, government actions, war, terrorism, riots, strikes, death and acts of God. Under such circumstances, we will endeavour to assist in the resolution of any payment disputes, but will be unable to enforce the transfer of funds between parties.

  • Frequently asked questions

    • How are cancellation timings calculated?

      All cancellation timings use exact times across all calendar days. For example, “within 2 weeks” of 7:00pm 1st September 2021 shall be all times up to and including 6:59pm 15th September 2021. The booking time is the time at which the customer completed the checkout process and Enkore sent a “Booking request” notification (via email or SMS). The cancellation time used will be the earliest point at which Enkore was notified of the cancellation.

    • What if I was paid directly via cash or bank transfer?

      Since these bookings are not covered by our cancellation policy (with the exception of Enkore Pay bank transfers), we strongly recommend using your own cancellation policy and communicating this clearly to the customer as soon as possible. For cancellations in these scenarios, Enkore will be unable to enforce any particular terms, since payment has been facilitated outside our system.

    • What if the customer changes the time, date or location of my booking?

      If the customer needs to reschedule or relocate your booking, and you are unable to perform at the new time or place, this will be treated as a cancellation of the original booking agreement and the Cancellation Policy will apply as normal.

Retained fee calculations

Note: values shown are percentages of the Performance Fee, and have the Enkore service fee deducted. For instance, 100% is equivalent to the entire take-home earnings on a booking.

Fee retained Notice period
More than 4 weeks Less than 4 weeks More than 2 weeks Less than 2 weeks Less than 48 hours
Contract duration
More than 4 weeks 0% 0% 0% 0% 0%
Less than 4 weeks 0% 0% 0% 0% 40%
Less than 48 hours 0% 0% 0% 0% 80%
In the case of a Force Majeure cancellation, bookings are handled on a case-by-case basis.

Bookings made on or after 15th October 2021

In the instance where the event you are booked for falls under one of the following criteria and in line with CMA guidelines, we will require a refund of your 10% deposit to the customer:

  1. Government enforced restrictions mean the event cannot legally take place.
  2. Government-enforced restrictions legally prohibit you from performing at the event.
  3. The customer or somebody they have been in recent contact with contract COVID-19*
  4. Government enforced restrictions legally prohibit travel to your event location.
*we require proof via test result or track & trace instruction from the customer We are currently offering full refunds to these customers and will be refunding our own commission as well.