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Coronavirus Support For Our Customers

We’re here to help and support our community of clients and artists during the challenges posed by the coronavirus crisis. 

As we navigate this situation together, we know you may have questions about how this could impact you and your event.  Below we’ve put together some useful information and FAQs that we hope will help.

As ever, if you need to get in touch we're here for you... even if our lines are busier than usual! Call us on 01782 740839, email enquiries@alivenetwork.com, or contact your dedicated Entertainment Coordinator directly.

Last updated: Thu 26 March, 13:08

Can I cancel or move my booking if it’s affected by COVID-19?

For clients making the difficult decision to cancel or postpone an event in the next 12 weeks, please give us a call on 01782 740839.

To minimise disruption for all, we are working with our clients and artists to arrange alternative dates or postponements rather than cancellations. To help, we’re happy to transfer your deposit to a new date in the next 18 months as soon as you're ready to do so. Simply call us on 01782 740839, or email your Entertainment Coordinator.

What if I’m forced to cancel?

If the current Government ban on social gatherings affects your event; if your venue is now closed on your event date; if you or your partner become ill with COVID-19; or if a third party event organiser cancels your event, such scenarios would be classed as a 'Force Majeure event’. Please be reassured that, in this scenario, you would not need to worry about cancellation fees as neither you nor the artist would be able to fulfil the contract.

If your cancellation does not fall under the terms of force majeure, an artist may pursue fees potentially due. However, we're doing everything we can to avoid this by helping clients and artists rearrange dates wherever possible.

To help couples, we’re also temporarily amending our policy on the deposit you pay at the time of booking, which covers our service. Usually this is non-refundable after 48 hours of booking, but as mentioned above, we will be happy to transfer your deposit against a new date within the next 18 months.

Supporting artists should you need to cancel

Sadly, loss of work due to the COVID-19 pandemic will result in serious financial hardship for many of our artists, who are mostly self-employed with no alternative income. That’s another reason why we’re asking our client community to consider re-booking their artist for an alternative date in the future, rather than cancelling completely. We are also asking you to consider paying 50% of the artist's fee in advance, as a ‘down payment’ on a future booking, to help artists get through this difficult period now.

If you have a new date, or know that you wish to postpone your event rather than cancel, we’d really appreciate it if you would consider this approach. This means you can be safe in the knowledge that you’ve secured your artist of choice at your initial price (as well as being a hero!).

I’ve got a new date for my event - what if my artist isn’t available?

If you’ve already rescheduled your event and your artist is not available on your new date, we will help you find a replacement. Our talent pool is one of the biggest and best in the business and we’ll be happy to help you find another fantastic artist that’s right for you.

If your cancellation is for an event in the next 12 weeks, it is likely that you will not owe any cancellation fees to the artist you originally booked.

To minimise the impact for clients, we are currently exploring ‘artist swaps’ where possible. This is where Artist A and Artist B may both have cancellations and are not available for their clients’ alternative dates but they are available for each other’s proposed date. In this instance, by mutual agreement, clients can effectively swap their artist with the available artist at no fee. Your Entertainment Coordinator will be happy to help you explore options - please give us a call on 01782 740839.

What if I have wedding or event insurance?

It’s a good idea to check your policy to see under what circumstances you are covered before cancelling. This may help recover some, if not all your costs.

What if things change?

If official restrictions do prevent your event from taking place, you would not be liable for any artist cancellation fees. We’ll edit this page daily, so do check back regularly for the latest updates. You might also want to keep tabs on any official restrictions imposed by the UK Government here.

What are my options? At-A-Glance

Here’s a grid of possible scenarios and suggested options that might give you some quick guidance:

Scenario Force Majeure? Options
"The UK Government ban on social gatherings means my event can't go ahead"

Yes.

This official decision means that you and your artist cannot fulfil the contract. Please be reassured that no cancellation fees would be due.

1. Consider transferring your booking and securing your artist for a new date. We'd be happy to help you arrange this - please call us on 01782 740839.

-or-

2. Cancel with no fees due.

“My venue is now closed on my event date” Yes.

This is a third party decision that will prevent your event from taking place, so we can assume you would not be liable for any cancellation costs.
1. Consider transferring your booking and securing your artist for a new date. We'd be happy to help you arrange this - please call us on 01782 740839.

-or-

2. Cancel with no fees due.
"My event is in July but my venue is currently closed."

Possibly no.

This is difficult to determine given the current uncertainty. In theory, if government restrictions affecting events now have been lifted in time for you to have your event in July, then a cancellation now may not fall within force majeure.

1. If you don't wish to go ahead with your event, please chat to us. We can work with you and your artist to agree a new date. Please call us on 01782 740839.

-or-

2. Cancel your booking. Whether an artist may be entitled to claim cancellation fees or not is currently unclear. However, we will be happy to transfer your deposit to any new date in the next 18 months.

-or-

3. Check any wedding or event insurance policies you may have should they help you cover cancellation costs.

“The event organiser has cancelled the trade show I’m exhibiting at” Yes.

If your event cannot take place due to a third party forcing cancellation, then you are not liable for fees.

1. Consider transferring your booking and securing your artist for a new date. We'd be happy to help you arrange this - please call us on 01782 740839..


-or-

2. Cancel with no fees due.

“We’re based in the US and can’t fly to the UK” Probably no.

If you are unable to travel to your event due to external (non-UK) travel restrictions, it is likely that force majeure does not apply.

However, force majeure probably would apply if the travel restrictions affecting you are imposed by the UK Government.

1. If you don't wish to go ahead with your event, please chat to us. We can work with you and your artist to agree a new date rather than pay potential cancellation fees. Please call us on 01782 740839.

-or-

2. Cancel your booking. Cancellation fees may be due to your artist.


-or-

3. Check any wedding or event insurance policies you may have should they help you cover cancellation costs.

“We are showing symptoms of COVID-19 and are having to self-isolate” Yes.

1. Consider transferring your booking and securing your artist for a new date. We'd be happy to help you arrange this - please call us on 01782 740839.


-or-

2. Cancel with no fees due.

How we're ensuring continued support for our clients and artists

  • We'll be open as usual to support our clients and artists throughout the coronavirus crisis.
  • The welfare of our staff, customers and artists is our top priority, and we will be following the guidance laid out by the government to help protect everyone.
  • Currently, 90% of staff are working remotely from home using the same phone and administrative systems we use in the office.
  • There should be no disruption or changes in how you can contact us or individual members of staff, though we are busier than usual.
  • Members of our management, marketing, artist liaison and administrative teams are working alongside our entertainment coordinators to support our client and artist communities in navigating this difficult and changing situation.
  • Where individual entertainment coordinators may become ill, the rest of the team has immediate access to support their events through our cloud based booking management system.
  • We will use our own bespoke cloud based CMS / CRM systems to continue managing enquiries, bookings and artist profile information as normal.
  • We are using video conferencing and chat software to facilitate immediate and efficient communication between all staff and teams.
  • We are using project management software to coordinate and develop contingency plans across our teams.
  • Our recording and video production studios will continue to operate until we're told otherwise by the government.
  • Studio sessions are adhering to strict hygiene and social distancing protocols, and artists are being asked not to share instruments, vocal microphones, nor use the studio's own instruments, in order to avoid cross contamination.
  • Visitors to our offices and studios are being asked to stay away if they feel unwell with any coronavirus symptoms.
  • Visitors are being asked to wash their hands on arrival, regularly whilst on site for more than an hour, and to observe the recommended personal hygiene and social distancing measures.
  • We are cleaning surfaces and high frequency contact points around the office and studios daily.

If you need more help, please don’t hesitate to drop your Entertainment Coordinator an email, or give us a call on 01782 740839. We’re here to help wherever we can.

Useful resources:

UK government response
UK travel advice

For all our clients with events affected by COVID-19, we’re happy to transfer your deposit to a new date in the next 18 months, with no amendment fee.

Simply call us on 01782 740839, or drop your Entertainment Coordinator an email.