Refund & Cancellation Policy

1. Song requests

When you request a song, the amount (base price plus any skip-queue, dedication or tip you add, less any coupon) is held or charged. What happens next:

• You cancel before it plays. You can cancel your own request while it is pending or approved and get the full amount back — to your wallet if you paid from your wallet, or to the original card if you paid by card. You cannot cancel once it is playing or has played.
• The artist declines it. A wallet-held amount is released back to your available balance straight away, and a request paid by card is refunded automatically to the original method, once, with a record kept.
• It is approved but never played. If your request was approved but not played by the end of the event, it is refunded automatically, once. If a request was skipped and you were not refunded, ask us through our contact form and we will refund it.
• The event ends and your request was never played (it expired). Every paid request that is still pending or approved when an event ends is refunded automatically, once.
• The event is cancelled by the host or an admin: you get a full refund of unplayed requests, in the same way.
• It was played. A played request is not refundable, because the artist has delivered it. Your rights under consumer law are not affected, and staff may still refund one as an exception (for example after a technical fault).

Subscription benefits: a Premium subscriber's “free” requests (wallet payments only) are not a payment, so when one is cancelled, declined or refunded you get the free credit back rather than money.

2. Event passes

• The host cancels the event. Passes that were paid for and have not been scanned at the door are refunded automatically to the original payment method. A payment still being confirmed when the event is cancelled is refunded as soon as it confirms. If a refund cannot be completed automatically it is flagged for support to resolve; you do not need to claim it again.
• The event is postponed or materially changed. You are entitled to a full refund of the pass. Ask us through our contact form with the event and the pass.
• You change your mind or cannot attend. You can ask for a refund up to 48 hours before the event starts. Ask us through our contact form with the event and the pass. After that point passes are not refundable unless the event is cancelled, postponed or materially changed, or consumer law says otherwise. Where the event allows it, you can instead transfer your pass to someone else in the app.
• Already scanned (used). Not refunded automatically. If an event is cut short after you were admitted, contact support; this is a manual decision.
• Free or invited entry. No money was paid, so nothing is refunded.
• If the host has already been settled for a pass sale, an automatic refund is not attempted and the case goes to support.

3. Wallet

• You add money to your wallet through our payment partner. Wallet balance is spent on song requests; money held for a pending request is shown separately and is returned to your available balance if the request is declined, cancelled or never played.
• Refunds of requests paid from the wallet go back to the wallet, not to your bank or card.
• Unused wallet balance is refundable on request: ask us through our contact form. Balances do not expire. Artists and hosts withdraw their earnings through payouts, which is a different process (see the Terms).
• A top-up you later change your mind about is treated the same way: the unused part is refundable on request.

4. Subscriptions (VIP and Premium)

VIP and Premium are billed monthly or annually through Stripe and renew automatically. You can cancel at any time. The cancellation takes effect at the end of the period you have already paid for; you keep the benefits until then and are not charged again.

If you would rather stop straight away, we refund the unused part of the period you have paid for, worked out pro rata, and your benefits end when the refund is made. Refunds for cancelled subscriptions are made by our team, not automatically: ask us through our contact form and tell us which subscription. Card refunds take 5 to 10 business days to reach you (Section 5). Prices are shown at checkout before you pay.

5. How refunds are paid, and how long they take

• Wallet refunds are credited immediately.
• Card refunds are sent to the original method through Stripe and usually appear within 5 to 10 business days; your bank decides the exact time.
• The refund is for what you actually paid after any coupon. We do not currently deduct a payment-gateway fee from a refund.
• Every refund is recorded against your account so a dispute can be traced.

6. If something went wrong

If you were charged and the request, pass or top-up did not go through, or you think a refund is missing, raise a support ticket from the app or use our contact form with the event, the time and the amount. Disputes are handled through the contact form. Staff can raise a dispute and issue a refund; the outcome and any refund are recorded. Disputes decided in your favour are refunded by staff as a separate step.

Chargebacks raised with your bank before contacting us may delay resolution and can lead to the account being restricted.

7. Your statutory rights