Trust, Safety & Support
Platform rules, reporting, cancellation responsibilities, and how to reach support.
Keeping Communication and Payments on DJfindr
Communication and payment for a DJfindr booking are expected to stay on DJfindr. Moving them off can lead to account strikes, suspension, or termination. That's the rule. Here's why it's also in your interest. What you give up by going off-platform The proposal. A written, itemised offer the client accepted. Without it, "we agreed £600 including lighting" is one person's word against another's. The signed documents. Your cancellation terms, timestamped, with the client's name, email, and IP address against them. Without it, your cancellation policy is a message they can claim not to have read. The cancellation deadline. Enforced automatically. Off-platform, it's a conversation you have to win. The payment record. Proof of what was paid and when. Recourse. If a client refuses to pay after the event, an on-platform booking is a case. A cash arrangement is a bad evening. The maths people get wrong The reasoning is usually the platform fee. Take a booking off-platform and you keep another 20%. Until one client in ten cancels the week before with nothing signed, or refuses to pay the balance, or claims you agreed to something you didn't. One of those wipes out the fee saving on many bookings — and you carry the risk on every single one to save it. The fee buys the structure. That's the trade. What's fine Swapping phone numbers for the day itself on a confirmed booking. Practical and expected. Your social handles on your profile. That's what those fields are for. Talking about the event anywhere. Songs, timings, load-in. The line is moving the deal — terms, agreements, and money — not talking to a client you've booked. When a client suggests it Some will, usually to save money. Keep replying inside DJfindr and say plainly that you handle bookings through the platform. Most accept that immediately. If they push, report it. See Reporting a Problem With a Client. That conversation is also your evidence if the booking later goes wrong. What gets flagged Messages are screened, and contact or payment details early in a conversation can be blocked. See What Gets Flagged in Messages. If you found the client yourself You don't have to run them off-platform. A sourced event brings them into the full flow — proposal, documents, payment. See Sourced Events: Inviting an Off-Platform Client.
Account Strikes and What Triggers Them
Strikes are how we track breaches of platform rules. Most DJs never get one. How they work A strike is added when something on your account breaks our terms. Accumulating enough of them moves your account to Restricted, which blocks login until it's resolved with support. You're told when a strike is added, and what caused it. What earns one Moving bookings off-platform. Taking payment outside DJfindr, or pushing a client to cancel and pay directly. See Keeping Communication and Payments on DJfindr. Messages that breach the terms. Abuse, harassment, or harmful content. Messages are screened, and a blocked message can carry a strike. Failing to perform. Not turning up to a confirmed booking, or cancelling confirmed events repeatedly. Penalties here can also include a fine and a mandatory refund to the client. Misrepresenting yourself. False claims on your profile, or content you don't have the rights to. Fraud or abuse of the platform. What doesn't earn one - Declining requests, however many - A poor review - A client cancelling on you - Disagreeing with a client, as long as it stays civil - Pricing your work however you choose If you get one Read what it says. It names the cause. If it was a misunderstanding — a phone number shared for a confirmed event that read as an off-platform attempt — contact [email protected] and explain. Strikes are reviewable. If it was fair, the useful response is not repeating it. If your account is restricted You'll be told to contact support. Email [email protected] from the account address, ask what caused it, and what's needed to resolve it. Don't create a second account. It doesn't work, it makes things worse, and you lose your reviews, completed events, client history, and handle. Your bookings if you're restricted Clients have paid for confirmed dates. If you can't get into your account, contact support urgently so those clients aren't left without a DJ. Staying clear of it Keep bookings on the platform, honour confirmed events, and keep messages professional. That covers essentially all of it.
Reporting a Problem With a Client
Most bookings go fine. When one doesn't, reporting it is what lets us act — and it's better than absorbing it quietly or arguing in messages. When to report - Abuse, harassment, or threats in messages or at the event - Pressure to take payment or the whole booking off-platform - A client misrepresenting the event — a very different crowd, venue, or finish time from what was agreed - Anything that felt unsafe on site - A review describing something that didn't happen From a conversation Open the conversation in Inbox, use the action menu, and select Report User. Best for anything that happened in messages — we can see the thread. After an event When an event completes, the Progress tab asks whether anything went wrong with the client and offers to let you report it. This is the right route for something that happened on the day rather than in messages. Through support From Help, choose Report Misuse. Be specific about where it happened and include any context we'd need. Misuse reports are treated as urgent. For abusive content on a public profile or post, the Report Abuse form in the footer takes the URL directly. See Reporting Abuse and Submitting a DMCA Request. What helps - The event name or Event Proposal ID - Dates and times - What was said or done, as specifically as you can - Screenshots if it happened outside DJfindr "The client was difficult" gives us nothing to act on. "The client asked me to cancel the DJfindr booking and take cash instead, on 12 March in the conversation" does. Keep it in messages while it's happening If a client starts pushing you off-platform, keep replying inside DJfindr. Moving to text loses the record — and the record is the thing that protects you. What happens next We review the report and act on the account where it's warranted. Accounts accumulate strikes for breaking platform rules, and enough of them restricts the account. We don't share the outcome of a report about another user with you. Payment disagreements If the dispute is about money rather than conduct, the payment records and your proposal terms are the starting point. Email [email protected] with the Event Proposal ID and what's in dispute.
Cancellations, No-Shows, and What They Cost You
A confirmed booking is an agreement with a client who has paid and stopped looking for anyone else. This is the honest account of what happens if you don't fulfil one. The expectation DJs may not cancel confirmed events except in exceptional circumstances. It isn't a booking you can drop because something better came along. The penalties for failing to perform If you don't turn up or don't deliver what was agreed, penalties can include: - A fine equal to 50% of the total event amount, or the deposit amount, whichever is greater - A mandatory refund of what the client paid - Account restrictions, suspension, or termination So a no-show on a £1,000 booking can cost you £500 on top of refunding the client in full. Exceptional circumstances Genuine emergencies happen — illness, an accident, a bereavement. The route is to tell the client and DJfindr as early as you possibly can. In those cases you may be asked to have the client initiate the cancellation. Contact [email protected] with the Event Proposal ID rather than handling it alone. Early, honest, and documented is treated very differently from silence and a missed event. Before it becomes a crisis Keep your calendar accurate. Most DJ cancellations are double-bookings from a gig taken elsewhere that was never blocked. See Creating a Busy Block. Don't overcommit on travel. Two events in one day with a long drive between them is one traffic jam from a no-show. Set realistic cancellation windows. If you need flexibility, build it into your terms rather than relying on being able to cancel later. Have a fallback. Knowing a DJ you'd trust to cover you is worth arranging before you need it. If you're going to be late Message the client immediately, in DJfindr. A client told at 6pm that you'll arrive at 8:30 rather than 8:00 can adapt. One who finds out at 8:15 can't. Keep it in messages — it's a record that you communicated. The client's side Clients have their own cancellation terms, set by you in the proposal. When a client cancels late, you keep what your terms say. See When a Client Drops or Cancels. Why the rules are firm A client hiring a DJ for a wedding is making a decision they can't easily undo. The whole platform relies on a confirmed booking meaning something. Reliability is also what GigGuard points at. See What GigGuard Is.
Reporting Abuse and Submitting a DMCA Request
Two separate forms, for two separate problems. Both are linked in the footer of any DJfindr page. Report Abuse For content or behaviour that breaks our terms — abusive messages, an offensive profile or post, impersonation, fraud, or anything harmful. The form asks for: - Full Name and Email — so we can follow up - Entity — the profile, post, or account involved - Abuse URL — the exact page. The single most useful field on the form - Explanation — what's wrong. Be as detailed as you can A report that names a page and describes the specific problem gets acted on. One that says "this DJ is a scammer" with no URL usually can't be. Submit DMCA Request For material on DJfindr that infringes copyright you hold — most often one of your mixes uploaded to someone else's profile. The form asks for: - Full Name and Email - Infringed Content URL — the page hosting the material - Additional Details — what the work is and why it's yours - Copyright Holder's Full Name, Email, and Address If you own the work yourself, the copyright holder details are your own. If you're acting for someone else, they're theirs. Requests go to our legal team at DJfindr LLC, 30 N Gould Street, Suite R, Sheridan, WY 82801 and [email protected]. We review each one and act in line with the Digital Millennium Copyright Act. Which form to use | Situation | Form | |---|---| | Someone reuploaded your mix | DMCA | | Someone is using your photos or bio | DMCA | | A profile is abusive or offensive | Report Abuse | | Someone is impersonating you | Report Abuse | | A client is harassing you in messages | Report User in the conversation | See Reporting a Problem With a Client for anything happening inside a booking. Your own uploads The same rules apply to you. Only upload mixes you own or have the right to stream and share. If someone files a DMCA request against something on your profile, the content comes down while we review it — and repeat cases can affect your account. What happens next We review every submission. We don't share the outcome of a report about someone else, but you'll hear from us if we need more from you.
Contacting Support: Which Request Type to Pick
Support lives at Help in your dashboard sidebar. There are three ways through. The three channels Chat — select Chat with us for live chat. Fastest for something blocking you right now. Email — [email protected]. Best when you need to attach screenshots or describe something complicated. Articles — Help & Guides opens this help centre. The five request types Picking the right one routes your message correctly and sets its priority. | Type | Use it for | |---|---| | Request Help | Something isn't working or you're stuck. What can we help you with? | | Report Misuse | Someone is breaking the rules — abuse, scams, off-platform pressure | | Report Bug | Something in the app is behaving incorrectly | | Request Feature | Something you'd like DJfindr to do | | Submit Feedback | Thoughts on how something could be better | Request Help and Report Misuse are treated as urgent. Bugs are next. Feature requests and feedback are read but not answered on the same clock — so if you're actually blocked, use Request Help even if a bug caused it. What to include Most requests come back with the same follow-up questions. Answering them upfront usually saves a day: - The Event Proposal ID, Payment ID, or Transfer ID — every one of these is copyable from its screen - What you were trying to do - What happened instead, including any exact error message - When it happened - A screenshot if it's visual What never to send Card numbers, bank details, passwords, or ID documents. We'll never ask for them in a support conversation. If someone claiming to be DJfindr does, report it. Faster than support A few things you can resolve yourself: - Payout not arrived — check the plan payout delay first. See Payout Timing by Plan - Payment stuck at Payment Received — that's normal. It means collected but not yet released - Can't take payments — check Finance → Settings for outstanding requirements - Not appearing in searches — check your service areas, occasions, and genres Account-specific questions Anything about your own account — reactivation, a held payout, a plan question — needs to come from the email address on the account. We can't discuss an account with someone we can't identify.