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Cancellation terms

Last updated: 27 October 2026

Plans change. Trains get cancelled. Bodies need rest. Studios have emergencies. Sometimes life just gets in the way. Sh*t happens.

We get it.

Our cancellation policy is here to give artists some flexibility while protecting the studios that keep space open for them.

No tiny print. Here's how it works.

You booked a room. Now you can't make it.

The earlier you let the studio know, the more you get back. The clock runs to the confirmed start time of your booking.

When you cancelYou get backRetained
48 h or more before100%0%
24–48 h before75%25%
12–24 h before50%50%
Less than 12 h0%100%

Right on the line counts in your favour: exactly 48 h = 100%, exactly 24 h = 75%, exactly 12 h = 50%.

Try it

Example only. The written terms below apply.

60 h beforeYour refund: 100%

Start time12 h24 h48 h5 days

You paid

What you'll see before confirmingArtist
Amount paid€88
Refund€88
Amount retained€0

Full refund. Thanks for the notice.

If the studio cancels on you

You get 100% back. Always.

You shouldn't pay for a room you can't use. The studio gets nothing from that booking, and any charge STUDEO makes to the studio never comes out of your refund.

Why does the refund drop?

Your time leaves their calendar.

A late cancellation can mean an empty room someone else could have used, or an owner who planned the day around opening it for you.

Booked with a Reward Regulars discount?

The reward isn't refunded on its own.

  • Some studios take 10% off when you book 3 or more dates or a 6+ hour session. With several dates, the first one is full price and the 10% applies to the ones after it. From 6 hours in one session, every hour after the first is 10% off.
  • The discount lowered what you paid. It's not a separate amount we pay back. The refund table applies to what you paid for that date.
  • If cancelling leaves only two dates in that checkout, the reward on the dates you keep comes off this refund, because they no longer qualify. If you then cancel every date, you get that back.
  • Still 3 or more dates booked (even if you cancel the full-price one), or the reward came from a 6+ hour session? Your refund isn't reduced.
  • A refund is never below €0 and we never charge your card again.

Try it

Example only. The written terms below apply.

Dates in one checkoutateach

Cancel which date?

What you'll see before confirmingArtist
Paid for this date€40
Refund by the table (100%)€40
Reward on the 2 dates you keep−€8
Your refund€32
Stays on the booking (85% studio · 15% STUDEO)€8

Only 2 dates are left, so they lose the reward: €8 comes off.

Read clause 2 in full →

The written terms

Cancellation terms in full

Last updated 27 October 2026. These clauses are the terms that apply. The tools and examples above help explain them. If anything above seems to differ, these clauses prevail.

  1. Definitions

    1. Artist: the person who books a room through STUDEO.
    2. Studio: the studio owner or operator who lists a room on STUDEO.
    3. Booking: a room reservation that has been confirmed and paid through STUDEO.
    4. Event: an Open Class, Workshop, Masterclass, Jam, Intensive or any other class or event published on STUDEO for which tickets are sold. These terms use "event" for all of them.
    5. Organiser: the studio or artist who published the event. A ticket holder is a person who bought a ticket for it.
    6. Start time: the confirmed start time of the booking or event, as shown on STUDEO. All time limits in these terms are counted back from the start time.
    7. Amount paid: what the artist actually paid for the booking, after any discount.

  2. Artist cancels a room

    1. The artist receives a refund of the amount paid according to how long before the start time they cancel:
      Time before the start timeRefund to the artist
      48 hours or more100% of the amount paid
      24 hours or more, but less than 48 hours75% of the amount paid
      12 hours or more, but less than 24 hours50% of the amount paid
      Less than 12 hoursNo refund
    2. Cancelling exactly 48 hours before the start time gives a 100% refund. Exactly 24 hours gives 75%. Exactly 12 hours gives 50%.
    3. The part of the amount paid that is not refunded is retained.
    4. Reward Regulars. Some studios take 10% off when an artist books three or more dates, or a session of six hours or more, in one checkout. Across several dates, the first session is charged at full price and the 10% applies to the sessions after it. From 6 hours in one session, the first hour is charged at full price and every hour after it is 10% off. The discount lowers the price paid; it is not a separate amount and is not paid out or refunded.
    5. When an artist cancels a booking that received a Reward Regulars discount (or any other discount), the percentage in the table above applies to the amount paid for that booking.
    6. Cancelling one date can change a multi-date reward. If, after the cancellation, only two confirmed dates are left in that checkout, the remaining dates no longer qualify, and the multi-date discount given on those remaining dates is deducted from this refund. If every date in that checkout is then cancelled, that deduction is refunded to the same payment method.
    7. The refund is not reduced if three or more confirmed dates are still booked in that checkout, including when the artist cancels the original full-price date. A discount that came from a session of six hours or more is not changed by a cancellation.
    8. A refund is never less than zero, and STUDEO does not charge the artist's card again.
    9. Any amount that is not refunded stays on the booking and is split at the commission rate charged on that booking. For a booking charged at the current rate, that is 85% to the studio and 15% to STUDEO.
    10. The amount shown to the artist before they confirm the cancellation is the amount that applies (see clause 13).
    11. Why: once a room is booked, that time is removed from the studio's availability. A late cancellation can leave the studio empty, or mean the studio planned its day around opening for the artist.

  3. Studio cancels a room

    1. If the studio cancels a booking, the artist always receives a refund of 100% of the amount paid, whenever the studio cancels.
    2. The studio receives no income from the cancelled booking.
    3. STUDEO applies a cancellation charge to the studio, calculated as a percentage of the booking amount:
      Time before the start timeCharge to the studio
      15 days or moreNo charge
      More than 7 days, but less than 15 days5% of the booking amount
      More than 48 hours, up to and including 7 days10% of the booking amount
      24 hours or more, up to and including 48 hours25% of the booking amount
      Less than 24 hours50% of the booking amount
    4. Cancelling exactly 15 days before the start time carries no charge. Exactly 7 days carries 10%. Exactly 48 hours carries 25%. Exactly 24 hours carries 25%.
    5. The cancellation charge is separate from the artist's refund and never reduces it.
    6. STUDEO charges it to the card the studio saved for cancellation charges in Payments and billing, right after the cancellation. The studio authorises these charges when it saves the card, and a studio needs a saved card to publish its spaces.
    7. If the card cannot be charged, STUDEO tries again at least once a day. Until the charge is paid, the studio's payouts are held. The studio can change the card in Payments and billing at any time.
    8. STUDEO does not take the charge from the studio's Stripe balance, its payouts or its bank account.

  4. Studio cancels its own event

    1. This clause applies when a studio cancels an event it published in its own space.
    2. Every ticket holder who paid online receives a refund of 100% of the ticket price, to their original payment method.
    3. Ticket sales close immediately and no further tickets can be sold.
    4. The studio receives no revenue from the cancelled event.
    5. STUDEO's 8% fee on tickets already sold is refunded with those ticket refunds. The studio is then charged a separate amount equal to 8% of the tickets it had sold. For example: €100 in ticket sales means the studio is charged €8. €300 means €24. If no tickets were sold, nothing applies. Ticket holders still receive 100%.
    6. That 8% is charged to the studio's saved card in the same way as the charge in clause 3.
    7. Refunds to ticket holders always come first and are never reduced by STUDEO's fee.
    8. A ticket holder's bank or card issuer may take extra time to show the refund.
    9. The studio can also keep everything: the event is not cancelled and its time stays reserved for it. Nothing changes and nobody is contacted.

  5. Artist cancels an event they published

    1. This clause applies when an artist cancels an event they published in a room they booked through STUDEO. Cancelling the event always cancels its tickets. For the room, the artist chooses to keep it or to cancel it too (see 5.6 and 5.7).
    2. Tickets. Every ticket holder who paid online receives a refund of 100% of the ticket price, to their original payment method. Ticket payments for events organised by artists are received in the artist's Stripe account and STUDEO's ticket fee on them is 0%, so the refunds are made from the artist's Stripe balance. STUDEO does not pay them.
    3. Stripe's processing fee on each ticket sale is not returned (see clause 8).
    4. Payments made outside STUDEO (for example in cash or by bank transfer) are not refunded by STUDEO. The artist is responsible for refunding those ticket holders directly, and STUDEO will remind them to do so.
    5. Checkouts that were not paid are cancelled and nothing is charged.
    6. The room: keep it. If the artist cancels only the event, the room stays booked and paid, so the artist can still use that time. No cancellation rule applies to the room and there is no room refund. The artist cannot publish a new event on that same booking. If the artist cancels that room later from Bookings, clause 2 applies.
    7. The room: cancel it too. If the artist cancels the event and the room booking together, the artist receives a refund of the room price according to how long before the start of the room booking they cancel:
      Time before the room booking startsRefund to the artistKept by the studio
      21 days or more70% of the room price30%
      14 days or more, but less than 21 days40% of the room price60%
      7 days or more, but less than 14 days20% of the room price80%
      Less than 7 daysNo refund100%
    8. For a room booking linked to a published event, this table applies instead of the table in clause 2. For an event that was never published, the room follows clause 2.
    9. The refunded part is a refund of the original room payment: it leaves the studio's Stripe balance and returns to the artist. The part kept by the studio stays with the studio.
    10. STUDEO's fee on the room booking is refunded in the same proportion as the room price. When nothing is refunded (less than 7 days), STUDEO's fee is not refunded either.
    11. No other cancellation charge applies to the artist or to the studio for this cancellation.
    12. The artist can also keep everything: neither the event nor the room booking is cancelled. Nothing changes and nobody is contacted.
    13. An event that has already taken place can no longer be cancelled.

  6. Cancelling sessions of a series

    1. An event can run as a series of sessions, for example every week. The organiser, whether a studio or an artist, can cancel a single session, several sessions, or the whole series.
    2. Each cancelled session is treated as a cancelled event on its own date. Clause 4 applies when the organiser is a studio and clause 5 when the organiser is an artist. All time limits are counted back from the start time of each cancelled session.
    3. Sessions that are not cancelled carry on as published. Ticket holders for those sessions are not affected.
    4. Studios. The separate 8% charge in clause 4 applies only to tickets already sold for the cancelled sessions. The ticket fee is refunded with those refunds. A cancelled session with no tickets sold has nothing applied.
    5. Artists. Ticket holders for the cancelled sessions are refunded as set out in clause 5. For the room booked for each cancelled session, the artist chooses one of two options:
      OptionWhat happens to the room
      Cancel the session and its room bookingThe room booking is cancelled and refunded according to the table in clause 5.
      Cancel the session and keep the room bookingThe room stays booked and paid, and no room refund applies. The artist cannot publish a new event on that same booking. If the artist cancels it later from Bookings, clause 2 applies.
    6. Before confirming, STUDEO shows the sessions selected and the quote for each of them (see clause 13).

  7. Ticket holder can't attend

    1. For now, tickets are not refundable when a ticket holder cancels or can't attend.
    2. Ticket holders can contact the organiser directly through the contact option on the event page.
    3. At this moment, STUDEO is not responsible for attendee cancellations of Open Classes, Workshops, Masterclasses, Jams, Intensives or any other events published on STUDEO. We are developing these policies together with the community and will update these terms when they are ready.

  8. Payment processing fees

    1. Payments are processed by Stripe. Stripe's processing fees are separate from STUDEO's fees.
    2. Stripe may not return its processing fee when a payment is refunded. This means a cancelled booking or event can still leave a processing cost for the studio or for the artist who organised the event, even when the customer receives a full refund.
    3. Where Stripe makes the information available, STUDEO shows the actual outcome.

  9. Refunds

    1. Refunds are made to the original payment method.
    2. A refund shows as processing until the payment provider confirms it. How long it takes to appear depends on the bank or card issuer.
    3. If a refund fails, the booking or event stays cancelled. The refund is tracked separately and handled by STUDEO; nobody needs to cancel again.

  10. After the start time

    1. Once a session or event has started, the cancellation rules in clauses 2 to 6 no longer apply.
    2. If there is a problem, for example the artist could not access the room, the room was materially different from its listing, or the service was not provided, contact STUDEO Support. STUDEO reviews these as booking issues.

  11. No-shows

    1. An artist who does not attend a confirmed booking without cancelling is not entitled to a refund under these terms.
    2. A missing check-in alone does not label anyone a no-show. If you disagree about what happened, contact STUDEO.

  12. Unpaid or unconfirmed bookings

    1. A request that is declined or expires, an abandoned checkout, or an unpaid booking is not a confirmed booking.
    2. Ending one of these is not a cancellation under these terms, so no refund percentages or cancellation charges apply.

  13. The cancellation quote

    1. Before anyone confirms a cancellation, STUDEO shows a quote based on the real start time and the terms attached to the booking.
    2. An artist sees the amount paid, the refund, any Reward Regulars adjustment, and the amount retained.
    3. A studio sees the artist's refund, the studio's income after cancellation, and any cancellation charge.
    4. A studio cancelling its own event sees the gross ticket sales, the total refunded to ticket holders, the ticket fee refunded with that refund, and the separate 8% of tickets sold charged to the studio.
    5. An artist cancelling their event sees the total refunded to ticket holders from their Stripe balance, the room refund, and the part of the room price kept by the studio.
    6. When sessions of a series are cancelled, the quote lists each selected session and, for artists, whether each room booking is cancelled or kept.
    7. If a time limit is crossed while the quote is open, STUDEO recalculates it before the cancellation can be confirmed. The confirmed quote is final.

  14. Which version applies

    1. A booking or ticket is governed by the cancellation terms in force when it was made. If these terms change later, the change does not apply to existing bookings or tickets.

  15. Contact

    1. For access problems, emergencies, duplicate charges, failed refunds or disagreements, email [email protected] or use Report a problem in Reports.

The short version

Artist cancels a roomEarlier = more back
Studio cancels your room100% back
Organiser cancels an eventTicket holders 100%
Artist cancels their event and the roomLess than a no-event booking
Artist keeps the roomNo refund, no charge
Cancelling part of a seriesSame rules, per date
Studio cancellationsCharged to the studio's card
Stripe processing feesNot refundable
After the start timeTalk to us

SH*T HAPPENS. We just want what happens next to be clear.

Access problems, emergencies, duplicate charges, disagreements: that's what humans are for.

STUDEO Support