Refund & Cancellation Policy

Effective date: May 2026 Operator: GigFinder · our Contact page (https://gigfinder.co.za/contact/)

TL;DR

All refunds are paid back to the original card / payment method via Paystack. Bank clearance typically takes 5–10 business days.

1. Scope

This Policy applies to all bookings made and paid for on the GigFinder Platform (gigfinder.co.za). It forms part of, and is incorporated by reference into, our Terms of Service.

It governs:

• Cancellations by the Organizer.
• Cancellations or no-shows by the Artist / Label.
• Refund disputes.

2. How the Organizer cancels

The Organizer can cancel any booking that has been paid for from the booking detail page (`/booking/{id}/`) or from the booking’s chat page. A clear refund amount is shown on the cancellation card before you confirm.

The refund amount is calculated automatically based on the elapsed time from the moment payment was received:

2.1 Within 48 hours of payment

A full 100% refund is issued to the original payment method. No fees are retained.

This window starts at the timestamp recorded by our system when Paystack confirms the payment, not when you initially clicked Pay. The exact cut-off is shown on the cancellation card before you confirm.

2.2 More than 48 hours after payment

An 85% refund is issued; GigFinder retains the 15% platform fee to cover payment-gateway costs, dispute reserves, escrow administration, and the platform services already rendered.

2.3 Special-circumstances cancellations

At our reasonable discretion, we may waive the 15% platform fee in exceptional circumstances (e.g. force majeure events affecting the venue, documented medical emergencies, or material misrepresentation by the Artist / Label). Email our Contact page (https://gigfinder.co.za/contact/) with documentation if you believe your case qualifies.

3. Cancellation by the Artist / Label

If a Label cancels a confirmed booking (booking_status moves to declined or cancelled by the Label):

• The Organizer receives a 100% refund regardless of timing.
• GigFinder also retains nothing — the 15% platform fee is refunded too, since the platform did not deliver the gig.
• Depending on circumstances, the Label account may be subject to reduced standing or suspension under our Terms.

4. No-show by the Artist

If the Artist fails to perform at the agreed date / time without prior agreement to reschedule:

• The Organizer must report the no-show within 14 days via our Contact page (https://gigfinder.co.za/contact/).
• GigFinder will investigate (chat history, evidence from both parties, venue records).
• If the no-show is confirmed, a 100% refund is issued from the funds still in escrow.
• If funds have already been released to the Label (via OTP), GigFinder will recover the funds from the Label’s next payout(s) or via legal process if necessary.

5. After the gig has started or finished

Refunds for partial performance or post-event complaints are handled on a case-by-case basis. Factors include: chat history, length of performance delivered, severity of any breach of the booking terms, evidence from both parties.

Submit a claim to our Contact page (https://gigfinder.co.za/contact/) within 14 days of the event date.

6. How refunds are processed

1. The cancellation is triggered (either by the Organizer clicking “Cancel booking” or by GigFinder on a Label-initiated cancellation / approved dispute).
2. GigFinder issues a refund instruction via WooCommerce to Paystack.
3. Paystack processes the refund to the original card. Clearance time depends on the bank — typically 5–10 business days. For some bank-account funded payments, the timeline may be longer.
4. The booking is marked `cancelled`. Both parties see the updated status and a system message in the chat thread.
5. The Organizer receives an email confirmation of the refund.

GigFinder does not refund the Organizer in cash or to a different account, except in the rare case that Paystack confirms the original payment method has been closed and refund-to-original is impossible. In that case we will request alternative details from the Organizer.

7. Currency and amounts

All amounts are denominated in South African Rand (ZAR). The refund is the ZAR amount originally charged — exchange-rate movements (if you paid from outside ZA) are not adjusted for.

8. What we don’t refund

The 15% platform fee retained on after-48h cancellations is non-refundable in the ordinary course. Other payment-gateway-level fees that Paystack may charge on the original transaction are absorbed by GigFinder — you receive the refund amount on your card as calculated in Section 2 above.

9. Disputes

If you believe the refund amount calculated by the Platform is incorrect, or if you wish to challenge a refund decision:

1. Email our Contact page (https://gigfinder.co.za/contact/) with the booking number and a summary of your position.
2. We aim to respond within 5 business days.
3. If unresolved, you may escalate to mediation under our Terms of Service (Section 11).

10. Consumer-law rights

This Policy is intended to comply with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). Nothing in this Policy excludes rights you may have under those Acts. If any provision of this Policy conflicts with a non-excludable right under those Acts, the statutory right prevails.

11. Contact

Refund enquiries: our Contact page (https://gigfinder.co.za/contact/) General support: our Contact page (https://gigfinder.co.za/contact/) Postal: South Africa