Secure Payments, Escrow & Cancellations

Everything you need to know about paying, getting paid, refunds and cancellations on Gigevate.

What is Trustap?

Trustap is a secure third-party escrow service used by Gigevate to handle all booking payments. Instead of transferring money directly between users, funds are held safely in escrow until the event is completed or a dispute is resolved. Trustap is independent, impartial and helps protect both organisers and artists from fraud or non-fulfilment.

Why Does Gigevate Use Escrow?

Escrow ensures funds are only released when both parties fulfil the booking agreement.

For Organisers:

  • No risk of no-shows
  • Disputes can be filed before funds are released
  • Transparent payment flow and refund potential if something goes wrong

For Artists:

  • Guaranteed payment after performing
  • Clear cancellation terms
  • Protection from last-minute cancellations

Why Trustap?

  • Your funds are protected until the artist performs
  • The artist doesn’t get paid until the event is complete
  • If issues arise, Gigevate and Trustap investigate fairly

How to Pay via Trustap on Gigevate

  1. Accept a Booking: Once agreed, the booking moves to payment phase.
  2. Receive Your Trustap Link: Automatically generated via platform.
  3. Make a Secure Payment: Pay via debit or credit card; funds held in escrow.
  4. Confirmation: Booking shows “Payment in Progress” or “Held in Escrow”.

Payment Status Stages:

  • Pending – not yet paid
  • Held in Escrow – payment confirmed
  • Released – payout sent
  • Disputed – under review

How Payouts Work for Artists

  • Trustap releases funds within 1–3 business days post-event (if no dispute).
  • Payout method is selected directly on Trustap (e.g. PayPal, bank).
  • If disputed, funds remain on hold until resolved.

Cancellations & Refunds

Organiser Cancellations

  • 14+ days before event: Full refund minus service fees.
  • <4 days before event: Partial refund, cancellation fee may apply.

Artist Cancellations

  • If cancelled within 14 days, organisers may file a complaint for refund.

What Happens if There’s a Dispute?

  1. Complaint Submitted: Booking marked “Under Review”.
  2. Resolution Window (3 Days): Users can resolve via in-app chat.
  3. Escalation: If unresolved, complaint is escalated to Trustap.
  4. Trustap Investigation: Evidence reviewed by Trustap + Gigevate.
  5. Final Ruling: Trustap issues Full / Partial / No refund.

Unsupported Complaint Types

The following complaints are not eligible for escalation:

  • Personal opinions or creative dissatisfaction
  • Disliking performance style
  • Technical faults not covered in agreement
  • Verbal-only or off-platform arrangements
  • Low attendance (unless specified contractually)

These complaints will be closed with a clear reason and option to leave feedback.

Fees Explained

Gigevate Booking Fee (Paid by Organisers)

Booking Value (€)Fee (%)
Up to €2508%
€250 to €1,00012%
€1,000 to €2,50015%
€2,500 to €5,00020%
€5,000 to €25,00025%
€25,000 to €50,00020%
Above €50,00012%

Trustap Escrow Fee

An average 3.5% fee is applied to manage secure transactions and dispute handling. Paid by the organiser, visible before checkout.

Artist Payout Fee

Depending on payout method (e.g. PayPal, bank), a 1–2% fee may apply. Managed directly via Trustap.

How to Update Your Payment Method

Payment and payout info is managed securely in Trustap. You’ll be redirected from Gigevate to Trustap to add or change card/bank details. Gigevate never stores payment credentials.

Need More Help?

For full details on how Trustap works, including dispute handling, security, account setup and transaction timelines, please visit the official Trustap Help Centre. These pages provide in-depth guidance directly from Trustap’s support team and are regularly updated with the latest processes and answers. Still stuck? Contact Gigevate support or open a ticket from your booking page

TRUSTAP HELP CENTRE
TRUSTAP FAQ PAGE

Your questions answered

Common questions

Trustap is a secure third-party Escrow service used by Gigevate to hold all booking payments until the event has successfully occurred or a dispute has been resolved. This ensures neither party can be scammed or lose money unfairly. Trustap is fully independent and impartial when it comes to dispute resolution.

  • Payments are never released until the gig is completed or resolved Artists are protected against fake bookings or payment fraud
  • Organisers are protected from non-performance or last-minute cancellations All disputes are handled impartially by Trustap based on evidence
  • Escalated disputes are handled impartially by Trustap’s 24/7 support team

Once a booking is accepted, the organiser will receive a secure Trustap payment link. Payment is made by card, and funds are immediately held in Escrow. The booking status in Gigevate will show “Payment in Progress.”

You don’t need to confirm the payment. Once the organiser pays and the event is completed without any issues, your payout is automatically released within 1–3 business days after the verification window.

 

Navigate to the Payments tab in your dashboard. Statuses include:

  • Pending – Payment not yet made
  • Held in Escrow – Payment secured but not yet released
  • Released – Payout completed
  • Disputed – Complaint filed and under review

 

If you experience an issue, submit a complaint via the Gigevate platform immediately. This triggers the following process:

  1. The booking is marked as “Under Review.”

  2. Both parties are notified and encouraged to resolve it via in-app chat within 3 days.

  3. If unresolved, the complaint can be escalated to Trustap.

Trustap then reviews all evidence and issues a final ruling (Full Refund, Partial Refund, or No Refund), which Gigevate enforces.

Artists can submit complaints if:

  • Payment was not received
  • The event was cancelled without notice
  • Event details changed significantly
  • Promised deliverables were not received
  • Legal or safety issues occurred

Organisers can submit complaints if:

  • The artist did not show up
  • The artist cancelled last-minute
  • Performance did not meet agreed standards
  • The artist misrepresented themselves
  • There was a breach of code of conduct

Either party may complain if:

  • A technical error or payment issue occurred The other party is unresponsive
  • A scam attempt is suspected
  • Only part of the performance was delivered

The following unsupported complaint types cannot be formally escalated to Trustap:

  • Personal disagreements or clashing styles
  • Subjective dissatisfaction (e.g. “didn’t like the set”)
  • Verbal agreements not confirmed through the platform
  • Issues with event promotion or crowd size (unless contractually agreed)
  • Technical problems caused by external/venue factors
  • Late arrivals that did not affect the performance

These are marked as “Unsupported” in Gigevate and redirected to private feedback channels.

 

If private resolution fails after 3 days, the user can escalate the complaint via Gigevate. Trustap then:

  • Reviews the entire case file (messages, documents, booking agreement)
  • Issues a decision: Full Refund, Partial Refund, or No Refund
  • Gigevate applies the outcome and completes the appropriate payout or refund

All actions are time-stamped and visible to both users for transparency.

 

If unresolved within 3 days, complaints are escalated to Trustap, which:

  • Reviews evidence (chats, agreements, etc.)
    Issues a final ruling: Full Refund, Partial Refund, or No Refund
  • Communicates outcome via Gigevate
    Makes a decision within 3–5 business days

Organiser cancellations made 14+ days before the event receive a full refund

  • Cancellations made within 4 days may result in a partial refund only
  • Gigevate and Trustap fees are non-refundable

Artists may still be offered a cancellation fee (optional)

  • Artist cancellations within 14 days allow the organiser to open a complaint and request a refund via Trustap

If no complaint is submitted, payment is automatically released 24 hours after the event ends. Trustap processes the release within 1–3 business days, depending on the payout method.

 

How do disputes and resolutions work with Trustap?

 

Payment methods are managed directly on Trustap’s secure platform.

When you receive a booking or payout link, you’ll be redirected to Trustap where you can:

Add or remove cards
Change your payout method (e.g. PayPal, bank account)

Gigevate does not store any payment data.