Refund & Cancellation Policy

1. Before a DJ responds

When you submit a request, your card is authorised, not charged. Nothing is taken from your account at this stage.

• If the DJ declines your request, the authorisation is released automatically and you’re not charged.
• If the DJ doesn’t respond within 2 hours, the authorisation is released automatically and you’re not charged, either. (As a backstop, Stripe also expires any authorisation on its own after 7 days regardless.)

In both cases there’s nothing to refund, because nothing was ever taken.

2. Once a DJ accepts

Accepting a request charges your card immediately, and pays the DJ their share at the same time. This is treated as a completed purchase. The DJ has committed to add your song to their queue and play it during their set.

This isn’t reversible just because you change your mind, ask the DJ to skip it, or their set runs differently than you hoped. Once accepted, a request is final in the ordinary course of events. The one exception, covered in section 3, is if your song is never actually played at all. This doesn’t affect any statutory rights you may have that can’t be excluded by agreement, or your right to raise a dispute with your card issuer (see section 6).

The 50p guest service fee is non-refundable in every case, as it covers payment processing costs already incurred.

3. If your song was never played

Playing Next isn’t present at your event and can’t verify what a DJ actually plays through their speakers. So we don’t take a guest’s word for it automatically, and we don’t take a DJ’s word for it automatically either.

If your request was accepted, or even marked “Played”, but you’re confident you never actually heard it, you can report it as “This wasn’t played” from My Requests or your confirmation page, any time after it’s been accepted. You can only report a given request once.

Reporting a request doesn’t issue an automatic refund — it flags the request for us to look into. We weigh things like whether the DJ’s session ended with your request still unplayed, and how often that DJ gets reported this way, alongside your report itself. If we determine a claim is legitimate, we may refund you and reclaim the DJ’s share of that payment (see our DJ Terms). If we don’t, we may decline to refund it.

We do this specifically because a DJ is paid the instant they accept a request: reviewing genuine “never played” claims is the real check against a DJ accepting requests with no intention of playing them, without turning every accepted request into something either side can walk back on a whim.

4. Cancelling a request yourself

While a request is still pending, you can cancel it yourself from the confirmation page or My Requests. This releases the card authorisation immediately and you’re not charged. This is your last chance to change your mind before the DJ responds: once they accept, see sections 2 and 3 for what applies instead.

5. Card declines or payment issues

If your card is declined at checkout, your request simply isn’t submitted. Nothing is charged, and you’re free to try again with a different card.

6. Disputes and chargebacks

Nothing in this policy affects your right to raise a dispute or chargeback directly with your card issuer or bank under their own rules.

7. DJs

This policy covers guest payments and refunds. If a refund is issued for a request that was never played, the DJ’s share of that specific payment may be reclaimed from a future payout, the same way a card chargeback is handled. DJ payouts more broadly, once transferred, follow Stripe’s own terms for connected accounts. See our DJ Terms.

8. Contact

For anything refund-related, contact info@playingnextapp.com.