Refund Policy

Overview

Tips submitted through Encore are voluntary gratuities to performing musicians. Because tips are not payments for goods or services, they are generally non-refundable. However, we understand that mistakes happen, and we handle reasonable exceptions on a case-by-case basis.

When We May Issue a Refund

• Duplicate charges — You were charged more than once for the same request
• Technical errors — A payment was processed but the request was never received by the musician due to a system error
• Incorrect amount — You were charged a different amount than what was displayed at checkout
• Unauthorized transaction — You did not authorize the payment (please also contact your bank)

When Refunds Are Not Available

• You changed your mind about the tip after submitting it
• The musician did not play your requested song (song requests are not guaranteed)
• You are dissatisfied with the performance
• The session ended before your request was reached in the queue

How to Request a Refund

Processing Time

We review refund requests within 2-3 business days. Approved refunds are processed through Stripe and returned to your original payment method. Depending on your bank, it may take 5-10 business days for the refund to appear on your statement.

Chargebacks and Disputes

If you initiate a chargeback or dispute through your bank before contacting us, we will respond with transaction evidence through Stripe's dispute resolution process. We encourage you to reach out to us directly first, as we can often resolve issues faster than the formal dispute process.

Contact

Questions about refunds? Reach us at support@encoremusic.live or through our feedback form.