Refund & Cancellation Policy
Last updated: 29 March 2026
1. How payments work
Tutti uses a two-stage payment system:
50%
Deposit on booking
Charged to Client
50%
On completion
Both parties confirm
8%
Service fee
From Musician payout
2. Cancellation by the Client
| Cancellation window | Refund amount |
|---|---|
| More than 7 days before the event | Full refund |
| 3–7 days before the event | 50% refund |
| Less than 3 days before the event | No refund |
If the remaining balance has already been charged, the same tiered refund applies to the total amount.
3. Cancellation by the Musician
If a Musician cancels, the Client always receives a full refund.
Additionally:
- The Musician's reliability score is affected.
- Repeated cancellations may result in reduced match priority or account suspension.
- Tutti will attempt to find a replacement accompanist where possible.
4. No-shows
Musician no-show
The Client receives a full refund. The Musician's account is flagged and may be suspended after repeated incidents.
Client no-show
No refund is issued. The Musician receives their full payout.
5. Rehearsal sessions
Rehearsal sessions arranged through Tutti follow the same cancellation tiers as bookings. Rehearsal payments are held in escrow and released to the Musician after the session is confirmed as complete by both parties.
6. Disputes
If you believe a refund is warranted outside the standard policy (e.g., the Musician did not perform as agreed), you can raise a dispute:
Raise a dispute within 48 hours of the event.
Both parties provide their account of what happened.
Tutti reviews and decides: full refund, partial refund, or no refund.
Tutti's decision on disputes is final.
7. How refunds are processed
- Refunds are processed through Stripe to the original payment method.
- Processing typically takes 5–10 business days depending on your bank.
- You will receive an email confirmation when a refund is initiated.
8. Contact us
For refund requests or questions, please contact us at support@tutti.app or refer to our Terms of Service.
Other policies