Refund & Cancellation Policy
Last updated: 3 July 2026. Part of cue-play's Terms of Service.
1. How a booking is paid
A Hiree and DJ agree a total amount in chat and the Hiree picks the event date. Payment happens in two parts, both handled securely through Stripe:
- 25% deposit — paid up front to confirm the booking and lock the date on the DJ's calendar.
- 75% balance — paid by the Hiree after the event.
cue-play retains an 8% platform fee on each payment; the remainder is paid out to the DJ. The deposit reserves the DJ's time, which is why it is treated differently from the balance if a booking is cancelled.
2. Cancellation by the Hiree
- More than 14 days before the event: the deposit is refunded in full.
- Within 14 days of the event: the deposit is non-refundable and is kept by the DJ as compensation for holding the date. The balance is not charged, so nothing further is owed.
- After the balance has been paid (i.e. on or after the event): the booking is complete. Any refund is handled case by case — see section 4.
3. Cancellation by the DJ
If a DJ cancels a booking at any time, the Hiree receives a full refund of everything paid (deposit and, where applicable, balance), including the platform fee. A DJ never keeps a deposit on a booking they cancelled. Repeated DJ cancellations may lead to removal from the Platform.
4. No-shows & disputes
If a DJ does not perform, or there is a serious problem with a booking, the Hiree should contact us within 7 days of the event at support@cue-play.com with details. We will review in good faith and may issue a partial or full refund, including of a deposit that would otherwise be non-refundable. cue-play is a platform, not a party to the booking, so outcomes are assessed case by case.
5. How refunds are issued
Approved refunds are made through Stripe to the Hiree's original payment method. When a refund is issued, the corresponding 8% platform fee is refunded too. Banks typically take 5–10 business days to show the refund.
6. Changing an amount or date
Before the deposit is paid, either party can propose a different amount and the other agrees to it in chat, and the Hiree can change the event date freely. Once the deposit is paid, the amount and date are locked; changing them means cancelling (subject to the rules above) and creating a new booking.
7. Statutory rights
Nothing here affects any non-waivable consumer rights you have under the law of your country.
8. Contact
See also: Terms of Service · Privacy Policy