Refund & Cancellation Policy

SoundHire bookings are 'services related to leisure activities on a specific date' under Article 16(l) of EU Directive 2011/83/EU, and are exempt from the 14-day right of withdrawal. Instead, the tiered cancellation terms below apply.

14 or more days before the event: 100% refund. Everything the Buyer paid, including SoundHire's platform fee, is returned.

Between 3 and 13 days before the event: 50% refund of everything the Buyer paid.

Fewer than 3 days before the event: no refund. The Artist has reserved the date and turned down other work.

Cancellations must be made in writing from the booking's dashboard or by email to info@soundhire.es.

If the Artist cancels for any reason not covered by section 4, the Buyer receives a full refund including the platform fee. SoundHire will help the Buyer find a replacement Artist where time allows.

If the event cannot go ahead because of a government restriction, natural disaster, serious illness with medical proof, or another event outside either party's reasonable control, the Buyer is refunded 100% and no cancellation fees apply to either side.

Every paid booking is protected until 7 days after the event ends. During that window the Buyer may open a dispute from the booking's dashboard ('Report a problem'). Opening a dispute pauses any pending payout to the Artist while SoundHire reviews the claim; no money moves at that point.

If the dispute is upheld, the Buyer receives a full refund and every issued factura for the booking is automatically corrected by a Spanish factura rectificativa (credit note). Where partial performance was delivered, a partial refund may be agreed.

On the Agent rail, if the Artist's funds have already left Stripe by the time the dispute is resolved, SoundHire recovers the amount from the Artist's future bookings or, where necessary, from the Artist's Stripe balance under the Artist's Connect terms. This is handled by SoundHire; it does not delay the Buyer's refund.

Refunds are issued to the original payment method. We instruct Stripe to release refunds within 5 business days of the decision, and no later than 14 days as required by EU consumer law. Your bank may take a few additional days to display the refund. Stripe's own processing fee (a small percentage of the transaction) is not returned by Stripe and is absorbed by SoundHire.

If you are not satisfied with how we handle a refund or dispute, contact info@soundhire.es. You may also use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr, or lodge a complaint with your local consumer authority. In Spain, the competent body is the Junta Arbitral de Consumo.