We work hard to make every booking flawless, but if something does go wrong, here is how to get it resolved quickly.
Step 1 — Tell us as soon as possible
Contact us on live chat or email bookings@soulartists.net, ideally during or immediately after the event. Our support team is available 24/7 by chat and phone. The sooner we know, the more options we have — including finding an immediate replacement artist.
Step 2 — Share the details
Include your booking reference, what was agreed, and what happened. Keeping your communication with the artist inside the Soul Artists Messenger really helps here: our team can review the conversation and step in on your behalf, which is one of the key protections of booking through the platform.
Step 3 — Resolution
Artist no-show or cancellation — you receive a full refund or a replacement artist, under our Worry-Free Guarantee.
Late arrival — if an artist arrives more than 15 minutes after the agreed time, you may choose a 25% reduction or, in serious cases, have it treated as a no-show cancellation.
Performance not as described — our Customer Happiness team will review the booking details, the artist's profile, and the Messenger history, and work with you on a fair outcome.
Because payments are held in escrow and released after the event, your money is protected while any issue is investigated.