How does Cueup make sure that DJs get paid?
Customers pay the full amount when they book you on Cueup. Then we'll hold the funds until the event is finished. Once the event is over we'll initiate the payout to your bank account, and the funds should arrive within 2 business days (read more about payout time here).
The exception is if the customer chooses to pay using the direct method. In this case you're solely responsible for collecting the payment, handling any disputes, and issuing refunds.
If you don't want this, you can simply remove the Direct payout method from your settings and only enable bank payouts. (Update your payout methods here.)
What happens if the customer cancels?
If a customer cancels everything is handled according to your cancellation policy. Because we hold the funds, we'll make sure you still get compensated in case of any last minute cancellations.
What happens if the customer complains?
If a customer complains and wants a refund within 1 day after the event, we most likely will reach out to you to get your side of the story. We will keep the funds until we've reached a resolution or made a judgement.
Every complaint is handled on er per case basis, but here are a few examples:
- In most cases we can reach an agreement between the DJ and organizer and no further actions is needed.
- In case the DJ never showed up, the customer will get a refund.
- In case we don't get a response from the DJ, the customer will get a refund.
- In cases where we can't reach an agreement, Cueup will cover the refund up to 1.200 USD. For example, the organizer didn't feel the DJ fulfilled the task, but the DJ disagrees.
What happens if a customer gets a refund?
First, it's worth mentioning that refunds after a job is completed are extremely rare. The customers on Cueup have chosen you for a reason, and they most likely know what perfomance you're bringing based on your profile.
In the rare case of a refund, we'll discuss what you think it's fair, and worst case we'll cover the refund up to 1.200 USD. See some more examples in the section above.
Does Cueup make chargebacks or invoice DJs after events?
Cueup never makes chargebacks or request payments from you. Once the funds have reached your bank account, they won't leave.
In case of disputes we'll keep the funds until the dispute has been resolved.