What happens if something goes wrong with your booking

A no-show means a Bartender doesn't arrive for a confirmed booking and doesn't let you know. Once your event's scheduled start time has passed, the booking can't be cancelled. Instead, use Report an issue on your event. We review the report under our Dispute Resolution Policy. Under our policies, a Bartender who doesn't show up is not paid for that booking, and the Host is refunded for it. A no-show is a serious breach, and we may end that Bartender's access to the platform.

• Report it with Report an issue as soon as you can.
• Keep your booking messages and note the time.
• If you still need a Bartender, you can send a request to another one. See Finding another Bartender below.

If a Bartender can't make it, they're asked to tell you and us right away. That counts as a Bartender cancellation, not a no-show. When a Bartender cancels a confirmed booking, you get a full refund of all payments, including service fees. Refunds go back to your original payment method and are processed within 5–10 business days. On a team booking, if a non-Captain Bartender cancels, you get a full refund for that Bartender's spot, and the rest of your team stays booked.

• Send a request to another Bartender. See Finding another Bartender below.

Before a Bartender can request or accept events, they must verify their identity with a government-issued ID through Stripe Identity. That confirms an identity document. It is not a check of a Bartender's skill, character or credentials. We don't verify certifications, licenses, training or insurance. Certifications shown on a profile, such as RBS (Responsible Beverage Service), are self-reported by the Bartender. We don't run background checks.

• Ask your Bartender for proof before your event. Bartenders agree to provide proof of credentials when asked.
• If proof of insurance matters to you or your venue, ask for a Certificate of Insurance and check it yourself. Our Host Insurance Verification Guide shows what to look for.
• If you need a certification, set it on your event before a Bartender accepts. After a Bartender accepts, you may not be able to add it, and cancelling the booking falls under the standard cancellation rules.
• If the person who arrives is not the Bartender you booked, report it right away through the platform or to safety@bartendersnow.com. The Bartender who accepts a booking must do the work personally. They can't send someone else in their place unless that person is also registered and identity-verified on bartendersNow™ and booked for your event through the platform.
• Faking or altering a credential, license or insurance document is a zero-tolerance violation of our User Agreement and can end a Bartender's access to the platform.
• If your Bartender arrives without a certification you required, or with one that has expired, use Report an issue on your event or email disputes@bartendersnow.com. We review it under our Dispute Resolution Policy, and the outcome depends on that review.

Bartenders should complete the service unless safety is at risk, and Hosts shouldn't dismiss a Bartender without cause. Leaving early without approval is something you can report to us. If your Bartender left early, or you think you were charged for time that wasn't worked, use Report an issue on your event. If your Bartender has to stop because they're ill or have an emergency, report it the same way. We review the report under our Dispute Resolution Policy, and the outcome depends on that review.

• Talk with your Bartender calmly, if you can.
• Write down the times, what happened, and anyone who saw it.
• Use Report an issue, or email disputes@bartendersnow.com.
• If anyone is hurt or in danger, call 911 first.

We're a marketplace, not a party to your agreement with your Bartender, so we can't decide contract disputes between you or give legal determinations. We help you communicate and follow a set process, and we enforce our platform policies.

For a no-show, an early departure, or a charge for time that wasn't worked, use Report an issue right away instead (see above). For other disagreements:

1. Message your Bartender first, through the platform, within 7 days, and give them 48 hours to reply.
2. If that doesn't solve it within 7 days, email disputes@bartendersnow.com with "Dispute – [Booking ID] – [short description]" and your evidence.
3. If it's still not solved, you may be able to ask for mediation, for example for claims of $500 or more, by emailing appeals@bartendersnow.com. Mediation isn't binding unless you both agree in writing.
4. Final step: under our Terms of Service, disputes that aren't resolved go to individual binding arbitration instead of court, with some exceptions. Before starting arbitration, you must send a written Notice of Dispute to legal@bartendersnow.com. Section 12 of our Terms of Service has the full rules.

• Service quality (for example, drink preferences or small timing issues): we don't give refunds or credits for general dissatisfaction with service quality.
• Conduct or policy problems (for example, harassment, a no-show, or leaving early without approval): use Report an issue on your event or email disputes@bartendersnow.com within 7 days of the event, with your booking ID and any photos or messages.
• A billing error: contact support@bartendersnow.com within 30 days with your booking ID.
• Before you call your bank: contact disputes@bartendersnow.com before filing a chargeback, so we can try to resolve it. This doesn't waive any right you have with your card issuer.
• Property damage or injury: we can't decide personal-injury or insurance claims. For an injury claim, talk to a lawyer. For an insurance claim, contact the insurance provider. Our Terms of Service explain the limits of our responsibility.

bartendersNow™ gives you self-service tools to look for a replacement. You can browse Bartenders' profiles, send a request for your event date and time, and book directly through the platform. Finding a replacement isn't guaranteed and depends on availability.

• Search and send a new request from the app.
• For a booking made less than 48 hours before your event, your card is charged when the booking is confirmed, not when you send a request.
• If the Bartender you asked declines or doesn't reply in time, you're not charged, and you can ask someone else.

• Read your Bartender's profile before you book.
• Ask for proof of any certification or insurance you or your venue need.
• Keep your messages in the app and save your booking confirmation.
• Keep records for at least a year after the event.

• Something went wrong at or after your event: Report an issue on your event, or disputes@bartendersnow.com.
• Safety or alcohol-service concerns: if anyone is in immediate danger or needs medical help, call 911 first, then email safety@bartendersnow.com (not monitored around the clock).
• Cancellation, payment or general questions: support@bartendersnow.com.
• Extraordinary circumstances before your event (such as a natural disaster, a government order or a medical emergency): contact support@bartendersnow.com right away. We review these case by case and may ask for documentation.
• Phone: (888) 548-9469 — voicemail only, not for urgent safety issues.