CANCELLATION BY THE CLIENT

Before the artist accepts your request
What happens if you cancel your booking request?
When hiring the services of an artist, a hiring request is automatically generated, which consists of a notification sent to the artist so that they may accept or reject said request within a maximum period of 24 hours.
In the event that the artist does not respond to the request within the indicated time, you will have the possibility to cancel the booking at no cost. The amount paid at the time of booking will be fully refunded within a maximum period of 7 days.

Once the artist has accepted your request
What happens if you cancel a service?
In case of cancelling a service, the corresponding refund will be processed according to the following timeframes:

Up to 48h before the start of the service: 95% refund
From 48h to 24h before the start of the service: 50% refund
From 24h to 12h before the start of the service: 25% refund
From 12h before the start of the service: no refund

In the event that it is the client who cancels the contracted service, no penalty will be applied to the professional. Likewise, as compensatory measure, the professional will be paid, depending on the moment the client has made the cancellation and provided that it has not been made for a justified reason, the following amounts:

From 48h to 24h before the start of the service: compensation of 50% of the contracted service amount
From 24h to 12h before the start of the service: compensation of 75% of the contracted service amount
12h before the start of the service: compensation of 95% of the contracted service amount

The compensated amount will be deposited into the bank account designated by the professional during their registration on the platform.
In the event that the service cannot be carried out because the client does not have the necessary materials for its execution, and has not previously informed the artist (for example, hiring a DJ without having a mixing console), the Cancellation Policy corresponding to the unjustified cancellation of the service will be applied.
There are justified circumstances in which the previously described cancellation policy does not apply. If you believe that your situation corresponds to one of these justified causes, please detail it in the text field enabled on the service cancellation screen. The Link&Play support team will review your request and, if it determines that it is duly justified, the corresponding refund will be processed. The amount to be refunded will be determined at the discretion of Link&Play, acting as an independent party in the resolution of the dispute.
The cancellation policy applies to all types of services, each service being treated as an independent service.

JUSTIFIED CANCELLATION CAUSES

There are circumstances in which the cancellation of a service may be considered duly justified, which could imply the total refund of the amount paid for said service.
The Link&Play team will evaluate in each case the reason presented by the requesting person for the cancellation of the service and will determine whether said reason can be considered justified.
The reasons alleged by the requesting person will be evaluated by the Link&Play support team, which may request additional documentation or evidence for proper verification.
The possible justified causes for cancellation are:

• Death of the applicant, a direct family member up to the third degree, or the applicant’s guardian or legal representative
• A serious, unforeseen, and not self-caused event that, in the judgment of Link&Play, prevents the contracted service from being carried out
• Unexpected serious illness or injury of the applicant, which prevents the execution of the service
• Existence of a sufficiently justified cause or circumstance that determines the existence of a risk to oneself or to third parties, which implies the requirement or advisability of not providing the service
• That the requested service contradicts mandatory legal provisions or is contrary to any administrative order or action that determines the impossibility or illegality of its execution

After Receiving the Contracted Service

Can the performance of the service be claimed?
You can file a claim regarding the performance of a service whenever you believe there is a justified cause for doing so. The following cases will be considered by Link&Play as Justified Claim Causes:

• That the professional did not carry out all or part of the services for which they were hired.
• That the professional is not who they claim to be or lacks the skills listed on their profile.
• That the professional did not show up to provide the service.
• That the professional arrived late, thereby preventing the correct performance of the service.
• That an issue beyond the organization’s control arose during the execution of the service.
• That it was not possible to carry out the service.
• That the professional suggested making the payment for the service outside the platform.
• That the result of the service provided is very poor or does not meet the previously agreed conditions for its execution.
• That the agreed service involves, has involved, or has caused any damage as a result of its execution.
• Any other cases that, after being analyzed by the Link&Play support team, are considered sufficiently justified for a claim.

The support team will analyze the reason for the claim, as well as the facts described therein, and may request from both the client and the professional any justifications, explanations, or evidence necessary to resolve the dispute. If the Link&Play support team determines that your claim is justified, the service fee will be refunded.

CANCELLATION BY THE ARTIST

Before Accepting the Service Request

What happens if a booking request is rejected?
Rejecting a request can significantly impact users’ trust in the platform. For this reason, if a rejection is not duly justified or if the justification provided is not included in the list of Justified Rejection Causes, a penalty will be applied. This penalty will consist of reduced visibility of your profile in search results, which could decrease your chances of being hired by future clients.
It is important to note that, even though rejecting a booking request may result in a penalty, failure to respond to such a request will be subject to a Greater Penalty. For this reason, it is recommended that, as soon as you become aware that you will not be able to carry out a requested service, you promptly reject the request.

When rejecting a request, you will have the option to provide a justification for the rejection, if you deem it appropriate. If you do, this justification may:

• Be accepted by the support team, in which case there will be no penalty for rejecting the request.
• Not be accepted by the support team, in which case your profile’s visibility in search results will be reduced.

CAUSES OF JUSTIFIED REJECTION 

There are reasons for rejecting a request that will not result in any penalties to your profile. If you justify your cancellation, it will be analyzed by the Link&Play support team, which may request evidence for verification.

The possible causes of justified rejection are:

• Own death, or that of a direct relative or caregiver.
• An unforeseen event, unexpected and not caused by the person rejecting the request, preventing the requested service from being carried out.
• A serious, unexpected illness or injury that prevents the service from being performed.
• Signs indicating a risk to the execution of the service or a justified fear of performing the service.
• The client requests services that the professional does not offer or sexual content services.
• Any other cases that the Link&Play support team deems appropriate.

What happens if a service request is not responded to? Failing to respond to a service request within the established 24-hour period from its receipt can not only negatively affect user trust in the platform but also project an image of lack of seriousness and professionalism on the part of the artist.

For this reason, not responding to a request within the established time frame will result in a penalty that will reduce your profile’s visibility in search results. This will have a direct and negative impact on the chances that future clients will choose to hire the services of that professional.

Additionally, if a professional repeatedly fails to respond to booking requests, Link&Play reserves the right to terminate any existing contractual relationship with the professional, which will result in their permanent removal from the platform.

Consequently, Link&Play requests that the professional, as soon as they become aware that it will not be possible to perform a service, proceed to reject the received request. This action will not only result in a lesser penalty to the professional’s visibility, compared to not responding to the request, but it will also help maintain trust within the community.

Once the service has been accepted What happens if a service is canceled? As mentioned earlier, service cancellations significantly impact the trust both of customers towards the platform and of professionals offering their services through it.

For this reason, if a service cancellation is not properly justified or the reason provided is not covered within the Justified Cancellation Causes, a penalty will be applied. This penalty will consist of a reduction in the professional’s profile visibility in search results, which will directly and negatively affect the likelihood that future clients will hire the services offered by that professional.

It should be remembered that, while canceling a service results in a penalty, failure to attend without prior notice will lead to an even greater penalty, which could result in expulsion from the Link&Play community. Therefore, if it is not possible to fulfill the service, it is recommended to cancel it immediately. It is important to note that the sooner the cancellation is made, the lesser the penalty applied.

It should also be emphasized that if it is detected that a service has been canceled with the intent to carry it out outside the platform, thus avoiding the management fee, the professional will be immediately expelled from the platform permanently.

At the time of canceling a service, the requester has the option to provide a justification for the cancellation, if deemed appropriate. If they do, this justification may:

• Be accepted by the support team, in which case no penalty will be applied for canceling the service.
• Not be accepted by the support team, in which case a reduction in the professional’s profile visibility in search results will be applied.

If it is the professional who cancels the contracted service, the full amount of the service will be refunded to the requester.

CASES OF JUSTIFIED CANCELLATION 

There are circumstances in which the cancellation of a service can be considered justified. In such cases, the corresponding penalties associated with the cancellation will not be applied. The justified cancellation causes presented will be evaluated by the Link&Play support team, who may request additional documentation or evidence to carry out the verification.

The possible causes of justified cancellation are:

• Death of the professional, a direct relative up to the third degree, or their representative.
• A serious unforeseen event, unexpected and not caused by the person canceling the service, that prevents the service from being performed, in Link&Play’s judgment.
• A serious unexpected illness or injury of the requester that prevents the service from being performed.
• Cancellations of transport or unexpected events that prevent attending the service location.
• Existence of a sufficient and justified cause or circumstance that determines the existence of a risk to oneself or others, which requires or makes it advisable not to perform the service.
• The requested service contradicts imperative laws or is contrary to any administrative order that makes it impossible or illegal to perform the service.
• The client requests a service that the professional does not offer or services of inappropriate or sexual content.
• Any other cases that the Link&Play support team deems appropriate.

SERVICES RELATED TO WEDDING CELEBRATIONS BETWEEN OCTOBER AND APRIL (BOTH INCLUDED)

Before the artist accepts the request What happens if the booking request is canceled by the client? Once the service is contracted with an artist, an automatic booking request is sent to them. This request constitutes a notification of the intention to hire their services, which must be accepted or rejected by the artist within a maximum of 10 days from receipt.

If the artist has not accepted the booking request, it will be automatically canceled, with the corresponding consequences for the artist for failing to respond to the client.

Once the artist accepts the booking request What happens if a service is canceled by the client? If a service is canceled, the refund amount will be subject to the following deadlines:

Up to 6 months before the service starts: A refund of 85% of the amount paid by the client will be issued.

Up to 5 months before the service starts: A refund of 75% of the amount paid by the client will be issued.

Up to 3 months before the service starts: A refund of 50% of the amount paid by the client will be issued.

Less than 3 months before the service: No refund will be issued for the amount paid by the client as a reservation.

What happens if the artist unilaterally cancels the service? Once the artist has accepted the service request, they cannot reject it afterward, except for serious cancellation reasons that are properly justified. In the case of a justified cancellation, a penalty will be applied to the artist within the platform. Additionally, the client will be refunded 100% of the amount paid for the contracted service, and Link&Play will do its best to offer an equivalent alternative to the service originally requested by the client.

FORCE MAJEURE EVENTS

In exceptional situations, such as natural disasters, serious medical emergencies, civil conflicts, pandemics, or any other event beyond the control of the parties, the force majeure clause will apply. In these cases:

• The client may choose to reschedule the event at no additional cost.
• If rescheduling is not possible, the client will receive a full refund minus non-refundable administrative costs, such as bank fees.
• Artists will be exempt from penalties if they justify the cancellation under these circumstances.

DISPUTE RESOLUTION

If a client or artist believes this policy has been applied unfairly or has a disagreement related to a cancellation, they can file a formal complaint through the platform’s support system. Our team will review:

• The terms of the reservation and the cancellation conditions.
• The communications between both parties.
• Any relevant evidence supporting the complaint. 

The dispute resolution process may take up to 10 business days, and the final decision will be binding.

UPDATES TO THE CANCELLATION POLICY 

This policy may be modified or updated at any time to reflect changes in our operations, local laws, or the needs of our users. In case of significant changes, we will notify all users at least 15 days in advance. The modifications will not affect confirmed reservations made before the new policy’s effective date.

CONTACT FOR INQUIRIES

If you have any questions, concerns, or need assistance managing a cancellation, please feel free to contact us. Our support team will be happy to assist you. Email: contacto@linkandplay.es

ACCEPTANCE OF TERMS 

By making a reservation or registering on the platform, users accept this cancellation policy and agree to comply with its terms. We recommend reading it carefully before confirming any reservation. Link&Play is constantly working to provide a quality service that respects the needs of all users and fosters relationships based on trust and professionalism.