"Artist" - a Musician or Group which has been booked for a gig through Encore. "Event" - the period of time when the Artist performs the Booking.
Any booking verbally, electronically or in writing will be a legally binding contract subject to the following non-negotiable terms and conditions of booking:
Confirming the booking
By sending a Booking Request, the Client is entering into a legally binding contract with the Artist, in which the Client is committed to carrying out the booking.
Once the deposit has been made, the booking is known as “secured”.
Clients should ensure that they have communicated to the Artist in advance who their designated point of contact will be on the day of the Event.
Direct Contact with Musicians
All details for any Booking agreed verbally must be confirmed in writing with the Artist using the Message feature on the Encore platform.
A Booking is not agreed until it is formally requested using the “Book now” button on the Client's Encore enquiry page.
If a Booking initiated via the Encore website is agreed in person but not completed via the Encore website, Encore cannot be responsible for any cancellations or issues relating to the Booking, and no payment or musician replacement guarantees will apply.
All payments which go through the Encore site (on-site) are transferred using our payments provider, Stripe. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.
If a booking is secured more than 28 days before the Event date, then payment is taken in two stages.
Clients pay a 30% deposit when securing their booking.
The remaining 70% of the Artist’s fee and any travel expenses are automatically transferred from the Client to Encore 28 days before the Event date and then released to the Artist 5 working days after the Event.
If a booking is secured less than 28 days before the Event date, then the full payment (including the deposit) is taken in a single stage, when the Client secures their booking.
If a Client books an Artist having agreed with Encore by email or telephone that they would like to receive concierge service from a member of the Encore team, the Client agrees to pay a 15% surcharge to cover the increased administration cost.
Non-payment: If a deposit or remainder payment is not received within the required timeframe (given at checkout and in subsequent email and on-page communications), Encore reserves the right to cancel your booking. This will only be done as a last resort and following repeated attempts to remind you and request payment. At this point the booking will be subject to the cancellation policy as per clause 6.4.
Please note the following for payments made via bank transfer to Encore:
Encore shall not be liable for any error made by the Client in transferring money to an incorrect destination account. Encore shall only deem the payment as successful if money is received to the Encore bank account specified at booking. Please be careful to enter the bank details exactly as shown in your booking email.
All bank transfers must use the reference number provided in the booking email. Note that deposits and remainder balance payments use different reference numbers.
Though most booking payments take place through the Stripe payment system, Clients can choose to pay Artists using off-site methods such as cash or cheque on the day of the Event.
If the Client chooses to pay an Artist off the site, they are responsible for ensuring that the Artist is aware of the payment method they have chosen.
Off-site payments cannot be protected by the Encore Cancellation Policy.
Travel expenses include all expenses incurred by the Artist which are unrelated to the performance itself - these can include, travel, porterage, accommodation, or food and drink.
Artists receive their travel expenses payment within the final payment, transferred to the Artist within 5 working days of the Event date.
In some cases, such as if the Artist needs to book aeroplane tickets, travel expenses may need to be paid to the Artist before the Event. In such a case the Artist will inform Encore who will ensure a solution is reached with the agreement of both parties.
In cases of travel expenses paid before the Event, the Client agrees to take on the risk paying the travel.
If a booking needs to be cancelled, Clients must immediately inform Encore of any changes to a booking at [email protected].
If a Client needs to cancel they must inform Encore before informing the Artist.
Informing an Artist of a cancellation is not a valid form of cancellation. All communication regarding cancellations must be directed through Encore.
In the event that an Artist is using their own contract, the Encore Ts&Cs and Encore cancellation policy will take precedence.
For any booking paid by credit or debit card, Clients will have the option to purchase Encore Cover for a small additional fee. This is a replacement service which offers peace of mind in the unlikely event that a booked Artist cancels.
If an Artist cancels (having previously accepted a Booking Request) and a Client has previously purchased Encore Cover, Encore agrees to offer the Client a replacement Artist of the same standard and style as the Artist which was originally booked. If this Artist requires payment greater than what has already been paid for the booking, Encore will cover the difference up to a maximum of 10% of the original booking value. The Client will be required to cover any remaining additional expense.
If Encore is unable to source a replacement act matching the original requirements of the booking, the Client shall be entitled to a full refund plus an additional £100.
If Encore is able to provide a replacement, the Client may nevertheless choose at their discretion to instead receive a full refund of the original amount paid.
Regardless of Encore's provision of cancellation protection services, the contract for a booking remains solely between Client and Artist.
If a replacement Artist is found and accepted by the Client, the original terms of the booking between the Client and original Artist will apply to the replacement Artist, and the established booking details will be considered to form a contract between the Client and replacement Artist.
Refunds of purchased protection policies may be provided subject to the cancellation policy in place for the booking, or if not otherwise specified, at Encore's discretion. Clients should contact their bookings assistant for further information.
No show policy
A “no show” is when an Artist does not let Encore know that they do not intend to carry out a booking or lets Encore know they wish to cancel less than 48 hours before the job start time, meaning that Encore does not have sufficient time to find a replacement artist.
If an Artist “no shows”, any deposit they have received must be immediately refunded to the Client.
If an Artist “no shows”, Encore reserves the right to remove them from the platform and charge reasonable compensation of up to 50% of the Performance fee for the event.
This policy will not apply to instances when the Artist is unable to perform due to events of force majeure.
Changes to booking details
If a Client needs to make changes to the details of the booking before the booking has been secured, such as the line-up, performance duration or fee amount, this must be done using the Encore site and must be accepted by both parties before the booking is confirmed.
Once a booking has been secured, Clients should not communicate changes to booking details to the Artist without first contacting Encore.
If a Client needs to make changes to the details of the booking after the booking has been secured, such as the line-up, performance duration or the quote, this must be communicated to Encore at [email protected].
Delayed event schedules and late finish fees
If the Event runs over through no fault of the Artist and they cannot perform until the end, there is no reduction of fee.
If an Event is extended beyond the original finishing time and the Artist is asked by the Client and agrees to continue performing, they are entitled to organise additional payment from the Client at their discretion. This payment must be declared to Encore at [email protected] within 24 hours of the Event.
If any other changes to the booking occur on the day resulting in additional payment to the Artist, this payment must be declared to Encore at [email protected] within 24 hours of the Event. .
The Artist has the right to refuse to finish later than the finish time without penalty.
Communication and Performance Conditions
The Client is responsible for ensuring that the Artist is given accurate and thorough details relating to the event location and timings. If these details were not communicated in the initial enquiry, they should be confirmed with the Artist in writing using the Message feature on the Encore platform. Failure to do so may result in the Artist not knowing at what time they are expected to be performing or being unable to find the venue at which the event is being held on the day. In such cases, the Artist may be owed full payment and the Client shall not be automatically entitled to a refund on any monies previously paid.
Relevant performance conditions and provisions should be made known to the Artist by the Client before a booking is confirmed.
Examples of performance conditions include:
Size of performance space
For outdoor performances, contingency plans in the event of rain or adverse weather conditions
Sound limits and timings of sound checks
Provision of food and drink
The Artist can refuse to perform if performance conditions are lower than agreed with the Client, or if the conditions are objectively unacceptable for a live musical performance.
In the case where conditions are confirmed in advance and not adhered to by the Client, the Artist is entitled to their full fee provided they show evidence of unacceptable conditions.
The Client is responsible for ensuring the venue and performing area are safe for the Artist’s performance. This includes ensuring they are not harassed, insulted or put in danger by guests.
The Artist has the right to leave if they are threatened or endangered by continuing to perform.
The Artist has the right to cancel a booking if they are threatened or perceive a threat in the course of their communication with a Client ahead of the event, or if it becomes clear that undertaking the booking would be a safety or security risk for the Artist. Such cases and the associated refunds owed shall be handled at Encore’s sole discretion, and the Client shall not be automatically entitled to a refund on any monies previously paid.
Using alternative or deputy performers
Encore may grant the Artist the right to use an alternative or deputy performer, but only given the Client’s consent.
Any alternative or deputy performers will be subject to the same contractual agreement as the original Artist.
Disintermediation and Circumvention
By booking an Artist through Encore and benefitting from Encore’s service, Clients agree not to take bookings originating on Encore outside of the platform or use the service to generate further bookings outside of the platform. This is against our terms and Clients who do may be banned from using Encore in future.
If a Client wishes to offer an Artist further work as a result of an Encore booking, they should contact the Encore team with the details.
If a dispute arises as a result of a booking, the Client must register the dispute by contacting Encore as soon as possible at [email protected].
Registering a dispute will freeze any payment transactions for a window of up to 7 days during which time we will ask both the Client and Artist to provide evidence.
If the evidence is inconclusive, the default position is for Artists to receive their fee.
By accepting a booking through Encore all Artists agree to adhere to the Encore Code of Conduct. If a Client feels an Artist has behaved inappropriately, Encore will take due measures to ensure this is resolved.
For bookings where it is necessary, the Client is responsible for ensuring that the Artist has Public Liability Insurance.
Encore is not liable for any damages to people or their personal property which take place at an Encore booking.
Problems with the site
Though our tests show that the Encore site has approximately 99.99% uptime, we cannot guarantee that it will be accessible at all times.
Clients accessing the site from older versions of internet browsers may experience connectivity problems and so for optimal experience it is recommended that you ensure you are always using the latest version of your browser.
Trust and Security
Encore follows the highest standards of security and protection when handling the data of Clients.
Encore never holds card details or bank account numbers. These are stored by our payment provider, Stripe, which has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.
Any information Encore does store is essential for the booking process and industry-standard measures are taken to ensure its security.