Overview
JamzPro™ provides a structured dispute resolution process designed to resolve disagreements between performers and event buyers fairly, efficiently, and without requiring costly litigation in the vast majority of cases.
By using JamzPro™, all users agree to attempt resolution through the process described in this document before pursuing external legal remedies, subject to the exceptions described in Section 6 (Arbitration).
Step 1: Direct Resolution
Before involving JamzPro™, the parties to a booking dispute should attempt to resolve the issue directly.
Both parties have 48 hours after an issue arises to communicate through the JamzPro™ messaging system and reach a mutually acceptable resolution. Direct resolution is the fastest path to resolution and is strongly encouraged.
To initiate direct resolution: log in to your account, navigate to the affected booking, and use the booking's messaging thread to discuss the issue with the other party. Keep all communications within the platform to ensure they are documented.
If direct resolution is unsuccessful after 48 hours, or if the other party is unresponsive, proceed to Step 2.
Step 2: JamzPro™ Mediation
If direct resolution is not successful, either party may submit a formal dispute to JamzPro™ for mediation review.
How to submit a dispute: 1. Log in to your JamzPro™ account 2. Navigate to the affected booking in your dashboard 3. Select "Open Dispute" and complete the dispute submission form 4. Or contact bookings@jamzpro.com directly with "Booking Dispute — [Booking ID]" in the subject line
What to include in your dispute: • Your account name and booking ID • A clear description of the dispute, including dates and amounts involved • Any evidence you have (messages, photos, contracts, receipts, communications) • The resolution you are seeking (refund, partial refund, apology, performance delivery, etc.)
JamzPro™ will acknowledge receipt of your dispute within 24 hours. Our review team will investigate the matter — reviewing platform communications, booking records, payment history, and submitted documentation — and issue a determination within 5 business days.
Both parties are required to cooperate with the JamzPro™ review process, including responding to requests for information within 48 hours.
Step 3: Final Determination
JamzPro™'s written determination following the mediation review is final and binding on both parties under the Terms of Service.
JamzPro™'s determination may include: • Full refund to the event buyer • Partial refund to the event buyer • Release of held funds to the performer • No action (dispute not substantiated) • Account warnings or restrictions for the party found to be at fault
JamzPro™ will communicate the determination to both parties via email. If a refund is determined to be appropriate, it will be processed within 5 business days of the determination.
Appeals: Users who believe a determination was made in error due to factual inaccuracies may submit a written appeal within 7 days to bookings@jamzpro.com with "Dispute Appeal — [Booking ID]" in the subject line. Appeals are reviewed by a different member of the JamzPro™ team. Appeal decisions are final.
Arbitration Clause
For disputes that exceed the scope of JamzPro™'s mediation process — or disputes between a user and JamzPro™ itself (rather than between two users) — the following mandatory arbitration provision applies.
PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS.
Any dispute, controversy, or claim arising out of or relating to your use of JamzPro™, these Terms of Service, or any JamzPro™ policies — including questions of arbitrability — that cannot be resolved through the internal dispute resolution process described above shall be resolved exclusively by binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, except as otherwise provided herein.
The arbitration shall take place in Broward County, Florida, or by telephone or videoconference at the parties' agreement. The arbitrator shall apply Florida law consistent with the Federal Arbitration Act (9 U.S.C. §§ 1 et seq.).
The arbitrator's award shall be final and binding on both parties and may be entered as a judgment in any court of competent jurisdiction. The parties shall each bear their own costs and fees in arbitration, except where the arbitrator determines that the allocation of fees would be inappropriate given the circumstances.
Class Action Waiver
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, ALL DISPUTES MUST BE BROUGHT IN THE PARTIES' INDIVIDUAL CAPACITIES, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, REPRESENTATIVE, OR COLLECTIVE PROCEEDING.
Neither you nor JamzPro™ may participate in a class action, class arbitration, private attorney general action, or any other representative proceeding with respect to any dispute covered by this agreement. The arbitrator may not consolidate more than one person's claims and may not otherwise preside over any form of representative or class proceeding.
If this class action waiver is found to be unenforceable with respect to a particular claim, that claim shall be severed from the arbitration agreement and may be pursued in court.
What Information to Submit in a Dispute
To expedite review of your dispute, please include the following information when submitting to JamzPro™:
Required: • Booking ID (found in your dashboard or confirmation email) • Your account email address • The other party's username or profile name (if known) • Date of the event or booking confirmation • Amount of money in dispute • A clear, factual description of the issue in chronological order
Strongly recommended: • Screenshots of platform communications • Photos or videos documenting the issue • Any written agreements or contracts related to the booking • Receipts, invoices, or financial records related to the dispute • Names and contact information of any third-party witnesses
Disputes submitted with complete information are resolved significantly faster than those requiring JamzPro™ to gather supporting documentation independently.
Prohibited Conduct During Disputes
While a dispute is under active review by JamzPro™, the following conduct is prohibited:
No harassment: Do not contact the other party outside of the JamzPro™ platform messaging system. Do not attempt to pressure, threaten, or harass the other party into a settlement.
No chargebacks during active disputes: Do not initiate a credit card chargeback or payment dispute with your financial institution while a JamzPro™ dispute is under active review. Doing so will result in the immediate closure of your JamzPro™ dispute and may result in account suspension. You will lose access to JamzPro™'s dispute resolution protections.
No public defamation: Do not post about the dispute on social media, review platforms, or public forums in a way that is factually inaccurate or intended to harm the other party. Public defamation during an active dispute is a violation of the Marketplace Rules.
No evidence destruction: Do not delete or alter communications, records, or evidence related to the dispute while it is under review.
Violation of these conduct standards during a dispute will result in the immediate determination being rendered against the violating party.
Dispute Contact Information
For all dispute-related communications:
JamzPro™ Dispute Resolution Team Email: bookings@jamzpro.com Subject line format: "Booking Dispute — [Your Booking ID]"
We acknowledge all dispute submissions within 24 hours and issue a final determination within 5 business days in most cases. For urgent situations involving same-day events or active performer no-shows, contact support@jamzpro.com with "URGENT" in the subject line.
Open a dispute
Submit your dispute via your booking dashboard or email our dispute resolution team at bookings@jamzpro.com