Cancellation & Refund Policy

Gem Stone Music Consultants Limited provides booking and ticketing services for its own events and for approved third-party promoters. The event listing and the booking agreement identify the relevant provider.

Nothing in this policy removes mandatory consumer protections, or your right to raise a payment dispute with your card issuer or bank.

No live payment gateway is connected at the date of this version. Only sandbox (simulated) payments are available.

Sandbox payments do not involve real funds. A simulated refund is therefore processed only inside the platform as a status change, and no money moves. Where a sandbox payment is reversed, the platform adjusts its own records so that no commission, entitlement or payout balance is left standing.

When live processing is enabled, this policy applies to real charges, and the platform will identify the payment provider in the checkout flow and receipt.

Tickets are not normally refundable for a change of mind, non-attendance or late arrival. That does not affect rights arising from cancellation, postponement, material change, payment error or applicable law.

Tickets obtained through unauthorised resale, duplicated, or transferred against these terms are not valid and are not refundable.

Where an event has a specific admission condition or age restriction that was disclosed before purchase, failure to meet it at the venue is not a ground for refund.

If an event is cancelled without an accepted replacement date, customers receive a full refund of the affected purchase, including mandatory checkout fees. Refunds are not conditional on the promoter first repaying Gem Stone.

Where tickets were bought for a group in one order, the refund is processed against that order and its ticket categories.

Customers may accept the revised event or request a full refund within 14 calendar days after notification of a postponement or material change.

Material changes include a substantially different date, a different location, or the removal of the advertised headline performance. Minor changes to support acts, running order or set length are not, on their own, material changes.

This period does not restrict mandatory legal or card-dispute rights.

Payments for bookings are requested only after negotiation, a signed agreement and Gem Stone approval. The standard deposit is 50% unless the agreement specifies another amount, and the agreement states the balance and its deadline. Payment alone does not confirm a booking; Gem Stone must issue written confirmation.

If Gem Stone or the contracted talent cannot provide the agreed service, the client may accept an agreed replacement or rescheduling, or receive a refund of the amount paid for the unperformed service, including related mandatory fees.

Where talent is unable to perform for a reason outside their control that was disclosed as a risk in the agreement, the parties may agree a rescheduled date instead of a refund. A rescheduled date is always offered before a refund is refused.

Cancellation charges must be disclosed in the signed agreement before payment. Only agreed, itemised charges for work already performed, and reasonable documented non-recoverable commitments, may be deducted, without double recovery. Unused balances are refunded.

Deposits are not automatically forfeited and no universal cancellation penalty applies to bookings. Each booking agreement states its own position, and where it states nothing, the client is charged only what the paragraph above permits.

Where a client cancels after contact details have been released and confirmed work has begun, the deduction is limited to documented, non-recoverable commitments already incurred.

If contracted talent fails to appear or to perform the agreed service, Gem Stone investigates and the client is entitled to a refund of the unperformed portion. Where the failure results from a disclosed risk outside the talent’s control, a replacement or rescheduled date is offered first.

Repeated or unjustified non-performance is handled with the talent or management account as a separate matter and does not delay the client’s entitlement to a resolution.

The marketplace commission is 5% of the full agreed booking price, collected from the initial deposit. When a booking is cancelled or refunded, the commission and the talent allocation are reversed together, against the amount actually refunded, so that no party retains commission on a service that was not delivered.

A reversal adjusts the platform’s ledger entries and the talent’s allocation; it does not create a new charge. Where commission was collected from a deposit that is refunded only in part, the reversal is proportionate to the refunded amount.

Processing charges already incurred with the payment provider are separate from commission and are not refunded where the provider does not return them; where they relate to a cancelled event, we pursue their return first.

Contact us promptly about duplicate, incorrect or unrecognised charges. Verified duplicate or excess payments are refunded.

If you are charged twice because a page was refreshed or a retry was made, the platform’s duplicate-protection records are used to confirm which payment succeeded; do not pay for the same ticket or booking again while that check is in progress.

Please contact us before raising a chargeback, so the matter can be resolved directly. Where a chargeback is raised:

• We provide the issuer with the order or booking record, the acceptance records and the delivery records.
• A chargeback against a ticket or booking that was delivered and used may be disputed with that evidence.
• Any commission or talent allocation connected to the disputed amount is held, and reversed if the payment is reversed.
• Ticket validity may be suspended while a chargeback is investigated, and reinstated if the dispute is resolved in your favour.

Raising a chargeback never prevents you from contacting us, and we do not retaliate against a customer for exercising a legal right.

Email support@gemstonemusicja.com with the purchaser’s name, the order or booking reference and the reason. Never send full card details or a card security code.

We aim to acknowledge requests within two business days. Approved refunds are initiated within seven business days to the original payment method. The bank or provider may need additional time to post the credit. If the original method is unavailable, we agree an approved alternative after verifying ownership.

Refunds are processed in the original charged currency. Exchange-rate movements and issuer charges may affect the amount that appears in your account.

Where an event is cancelled, refunds are issued to customers first. The promoter’s settlement is then adjusted under the approved Event Commercial Schedule for that event, which sets out how refunds, processing charges and chargebacks are allocated.

No universal fee allocation applies between events. A promoter is not required to repay amounts that the approved schedule places elsewhere, and Gem Stone is not entitled to retain amounts the schedule allocates to the promoter.

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