MagicMeet

MagicMeet — Refund & Complaints Policy

MagicMeet — Refund & Complaints Policy

(effective 19 July 2025 – applies to all bookings made on MagicMeet’s Live marketplace)

1. Overview

MagicMeet holds every payment in escrow until a visit is completed. This protects both Parents/Planners (“Clients”) and Performers. If something goes wrong, this policy explains when you can cancel, how to request a refund, and how we resolve complaints.

2. Cancellation Windows

  • Who cancels | Deadline before visit | Client refund | Performer payout | Fee |

  • Client | ≥ 72 hrs | 100 % | 0 % | – |

  • Client | 72–24 hrs | 85 % | 0 % | $15 admin |

  • Client | < 24 hrs | 50 % | 50 % | – |

  • Performer| ≥ 72 hrs | 100 % | 0 % | – |

  • Performer | 72–24 hrs | 100 % + $15 credit | 0 % | Stripe fee only |

  • Performer | < 24 hrs or no‑show | 100 % + $25 credit | 0 % | Stripe fee only |

All fees are in USD; Stripe processing fees are non‑refundable once charged.

3. How to Cancel

  1. Log in → My Bookings.
  2. Click Cancel booking → choose reason.
  3. Confirmation email shows refund amount and expected timeline (usually 5‑10 bank days).

Performers cancel via My Dashboard → Upcoming gigs → Cancel.

4. Post‑Visit Complaints

Eligible issues

  • Performer did not arrive (no‑show).
  • Performer arrived ≥ 15 minutes late and the event couldn’t be extended.
  • Character was substantially different than advertised (e.g., wrong costume).
  • Inappropriate behavior or breach of child‑safety guidelines.

Timeline

File within 48 hours of scheduled end time to preserve evidence.

Process

  1. Go to Booking → Report an issue.
  2. Upload photos/video/screenshots if relevant.
  3. MagicMeet Support acknowledges within 1 business day.
  4. We contact the Performer for a response (deadline: 48 hrs).
  5. Resolution—refund, partial refund, or credit—issued within 7 days of receiving all info.

MagicMeet’s decision is final; repeated violations may lead to account removal.

5. Evidence & Partial‑Refund Criteria

| Issue severity | Typical remedy | | ---------------------------------------------- | ---------------------------------------- | | Minor costume deviation, still completed visit | 10–20 % partial refund | | Late arrival ≤ 15 min but full set delivered | 15 % partial refund | | Visit cut short by ≥ 25 % | Pro‑rata refund on lost minutes | | No‑show, unsafe behavior, or policy breach | 100 % refund, plus $25 credit to Client |

6. Stripe Disputes

Initiating a chargeback pauses our complaint process. We will submit evidence (chat logs, arrival GPS, photos). If the bank rules in Client’s favor, MagicMeet refunds immediately and may recover funds from the Performer.

7. Escalation & Regulatory Complaint

If you feel MagicMeet handled your case unfairly:

  • Email escalations@magicmeet.app (include ticket ID).
  • If unresolved after 30 days, you may contact the Wisconsin Department of Agriculture, Trade & Consumer Protection (DATCP) or, outside the U.S., your local consumer‑protection body.

8. Performer Conduct & Insurance

All Performers agree to maintain public‑liability coverage of at least $1 million and adhere to MagicMeet’s Child‑Safety Code of Conduct. Breaches void payout eligibility.

9. Updates to This Policy

We may revise terms for clarity or regulatory changes. We’ll email registered Users and post the new version at least 14 days before it takes effect, except urgent legal updates, which are immediate.

Questions? support@magicmeet.app | 920-312-5406 (Mon–Fri, 9 am–5 pm CST)