Cancellation & Refund Policy
Last updated: May 8, 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 by the venue
When a venue cancels a confirmed booking, the following refund schedule applies to the booking subtotal (excluding the LiveGrid platform fee and Stripe processing fees unless noted):
| When venue cancels | Artist receives | Venue refund | Platform fee |
|---|---|---|---|
| More than 7 days before the show | Nothing | 100% of booking subtotal | Non-refundable Stripe processing fees are also non-refundable per Stripe's policy. |
| 2–7 days before the show | 50% of booking subtotal (kill fee) | 50% of booking subtotal | Non-refundable The kill fee compensates the artist for lost alternative booking opportunities. |
| Within 48 hours of the show | 100% of booking subtotal | Nothing | Non-refundable At this point the artist has turned down other bookings and the venue bears the full cost. |
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 booking cannot proceed due to circumstances genuinely outside either party’s control, 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
- The venue receives a full refund of the booking subtotal.
- 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
- 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).
- Venue-initiated cancellations more than 7 days before the show — in this case the platform fee is refunded in full to the venue.
- Artist-initiated cancellations — in this case the platform fee is refunded in full to the venue (the artist absorbs the cost through the forfeiture credit).
In all other cancellation scenarios (venue cancels within 7 days), 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 support@livegrid.alldayautomations.ai before filing, and we will work with you.
8. Contact
LiveGrid Music Corp, LLC
State of Florida, United States
Support: support@livegrid.alldayautomations.ai
See also: Terms of Service · Trust & Safety