Customer booking terms

Who we are. SYNC-QUEST LTD (Company No. 15923335), trading as On The Playlist (“OTP”, “we”, “us” or “our”). Contact: hello@ontheplaylist.co.uk.

Weddings | Corporate Events | Private Events · Version 1.0 · Effective 18 August 2026

The important bits

• Your Booking is confirmed when we accept it and the Booking Payment shown in your Booking Confirmation has been received, unless we expressly agree otherwise in writing.
• Your Booking Confirmation sets out the event date, venue, services, timings, price and payment dates. It forms part of your contract with us.
• If you cancel, we may retain or charge only a fair amount reflecting our reasonable direct loss, subject to the cancellation limits in clause 8 and our duty to reduce avoidable loss.
• If your named DJ becomes unavailable, we may offer a suitably experienced replacement. If we cannot provide the materially agreed service, the remedies in clause 10 apply.
• Must Plays and Do Not Plays are instructions for the DJ. Guest Picks are suggestions, not a promise that every requested track will be played.
• Nothing in these Terms removes your statutory consumer rights.

Please read these Terms before paying your Booking Payment. Terms dealing with cancellation, changes, liability and venue/customer responsibilities are particularly important.

1. The contract

1.1 These Terms apply to consumer bookings made with OTP for DJ and any expressly booked related event services. The contract is between you and OTP; an individual DJ or other performer may be engaged by OTP as an independent supplier.

1.2 Your contract consists of these Terms, your Booking Confirmation, any written variation agreed by both parties, and any service description expressly incorporated into the Booking Confirmation. If there is a conflict, an expressly agreed event-specific term in the Booking Confirmation takes priority.

1.3 We will provide the services with reasonable care and skill and in accordance with the material details we have agreed with you. Nothing in these Terms affects rights you have under the Consumer Rights Act 2015 or other applicable consumer law.

2. Booking and payment

2.1 The total price, Booking Payment, balance due date and any agreed extras will be shown in your Booking Confirmation or invoice. We will not add optional charges without your agreement.

2.2 The Booking Payment reserves the agreed date and services and is credited against the total price. It is not described as automatically non-refundable: if you cancel, clause 8 determines what we may fairly retain or charge.

2.3 You must pay the balance by the due date shown in your Booking Confirmation. If payment is late, we will contact you and give a reasonable opportunity to put matters right before treating the Booking as cancelled, unless the event is imminent and delay makes performance impracticable.

2.4 If you ask for additional services, additional performance time, travel outside the agreed area or other material changes, we will tell you any additional price before it becomes payable.

3. Your event details

3.1 You are responsible for giving us accurate information that is reasonably needed to plan and deliver the Booking, including the venue, timings, access arrangements, approximate guest numbers, relevant venue restrictions and a reliable event contact.

3.2 Tell us promptly if important details change. A change is not automatically accepted merely because you request it. We will confirm whether we can accommodate it and whether the price or other arrangements need to change.

3.3 You are responsible for obtaining any permissions that are specifically your responsibility as organiser or venue hirer. We remain responsible for obligations that properly belong to us or our suppliers.

4. DJ, performers and service delivery

4.1 Where a particular DJ is named in the Booking Confirmation, we will use reasonable efforts to provide that DJ. Illness, accident, emergency or another circumstance outside reasonable control may occasionally make a replacement necessary.

4.2 If a replacement is required, we will seek a suitably experienced DJ who can deliver the material requirements of the Booking. We will tell you as soon as reasonably practicable.

4.3 Saxophone, bongos/percussion or any other additional performer is included only if expressly stated in the Booking Confirmation. We do not promise live musicians or performers that have not been specifically booked.

4.4 The DJ retains reasonable professional discretion over mixing, sequencing, reading the room and responding to the event, subject to the agreed Music Brief, Must Plays, Do Not Plays and any lawful venue restrictions.

5. Music and the playlist

5.1 Where included, OTP will provide access to the event music/Playlist process so you can communicate preferences and, where enabled, invite guest song suggestions.

5.2 A Must Play is a track you identify as important and which the DJ should make reasonable efforts to play, subject to availability, timing, venue restrictions and any unforeseen technical issue. A Do Not Play is a track the DJ should not intentionally play unless you later change that instruction.

5.3 Guest Picks are suggestions for the DJ to review. They do not create a requirement to play every submission. This protects the flow of the event and prevents the DJ from being obliged to play an excessive request list.

5.4 You should complete or materially finalise your music brief by the deadline shown in your Booking Confirmation. Late changes will be considered but cannot always be guaranteed.

6. Venue, access, equipment and sound restrictions

6.1 You must use reasonable efforts to ensure the venue provides safe and timely access, a suitable performance area and the facilities expressly stated as required in the Booking Confirmation.

6.2 The Booking Confirmation should identify who is supplying the principal DJ equipment. Where OTP or its DJ supplier provides equipment, we are responsible for arranging equipment appropriate to the agreed service. We are not responsible for pre-existing defects in equipment or infrastructure supplied by the venue or another third party outside our control.

6.3 Sound limiters, curfews, noise restrictions, power limitations, access delays or venue rules can affect the service. We will comply with lawful venue requirements. We are not responsible for a reduction in volume or performance time caused solely by restrictions or delays outside our reasonable control, but we will take reasonable steps to minimise the impact.

6.4 If the venue imposes a supplier requirement, including a particular level of public liability insurance, tell us as early as possible. We will confirm whether the allocated supplier can meet it or whether another arrangement is required.

7. Timings and overtime

7.1 The agreed setup/access time, performance start and performance finish will be shown in the Booking Confirmation.

7.2 Additional performance time is not guaranteed. If the event runs late and you ask the DJ to continue, this is subject to the DJ’s availability, venue permission and any additional price agreed at the time or stated in the Booking Confirmation.

7.3 Where performance time is materially reduced because of our failure to attend or be ready as agreed, your rights under clause 10 and applicable consumer law are unaffected.

8. If you cancel

8.1 You may cancel by emailing hello@ontheplaylist.co.uk. Cancellation takes effect when we receive clear written notice.

8.2 Because we reserve a specific date and may commit suppliers and turn away other work, cancellation can cause genuine loss. The maximum cancellation charge will normally be limited by the following scale: more than 90 days before the event — up to the Booking Payment; 31 to 90 days — up to 25% of the total Booking price; 15 to 30 days — up to 50%; 14 days or fewer — up to 100%.

8.3 The percentages above are caps, not automatic penalties. We will not retain or charge more than our reasonable direct loss caused by your cancellation. We will take reasonable steps to reduce avoidable loss, including taking account of supplier costs saved and any replacement booking we are reasonably able to secure for the date.

8.4 If the amount you have already paid is more than the fair cancellation amount, we will refund the difference. If it is less, we may ask you to pay the difference, but never more than the applicable cap in clause 8.2 or our reasonable direct loss, whichever is lower.

8.5 For many contracts for services related to leisure activities on a specific date or period, the statutory 14-day distance-contract cancellation right does not apply. Where a statutory cancellation right does apply to your Booking, nothing in these Terms removes or restricts it.

9. Postponements and date changes

9.1 If you need to move the event, contact us as soon as possible. We will try to transfer the Booking to the new date rather than treat it as a cancellation.

9.2 A transfer depends on supplier availability and the new venue, timings and requirements. If the original DJ is unavailable, we may offer a suitable replacement.

9.3 We will tell you about any reasonable additional cost caused by the change before you agree to it. We will not charge an arbitrary rebooking penalty.

9.4 If we cannot accommodate the requested new date and the original date remains capable of performance, the request may need to be treated as a customer cancellation under clause 8. We will explain the position before doing so.

10. If we cancel or something goes wrong

10.1 We will not cancel an accepted Booking without a legitimate reason. If we cannot provide the named DJ, we may provide a suitable replacement in accordance with clause 4.

10.2 If we cannot provide the materially agreed service and you do not accept a reasonable substitute, we will refund amounts paid for the service we cannot provide. This does not limit any further remedy you may have under applicable consumer law.

10.3 If a problem affects only part of the service, we will consider an appropriate proportionate remedy rather than automatically treating the whole Booking as failed.

10.4 We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

11. Events outside reasonable control

11.1 Neither party will be treated as at fault for a failure caused by an event genuinely outside that party’s reasonable control, such as a serious emergency, extreme weather making travel unsafe, venue closure, major transport disruption or government/legal restriction.

11.2 The affected party must tell the other as soon as reasonably practicable. We will first try to find a practical solution, such as a replacement supplier, revised timing or postponement.

11.3 If the Booking cannot lawfully or practically go ahead and no reasonable alternative is agreed, the contract may be ended. Any refund or amount retained will reflect services already provided, irrecoverable reasonable costs and applicable consumer law; we will not use this clause to obtain a windfall.

12. Customer and guest conduct and safety

12.1 You are responsible for taking reasonable steps as event organiser to ensure guests do not abuse, threaten or deliberately endanger our staff/suppliers or damage equipment.

12.2 A DJ or performer may pause or stop performance where they reasonably believe there is a serious or immediate safety risk, unlawful conduct, violence, credible threats or serious abuse. Where reasonably possible, we will give the organiser or venue an opportunity to resolve the issue first.

12.3 We will not treat minor inconvenience, ordinary guest requests or reasonable criticism as grounds to stop the event.

13. Photos, marketing and privacy

13.1 We will handle personal data in accordance with applicable data-protection law and our Privacy Notice. Event and Playlist information may be shared with DJs, performers, venues or service providers only where reasonably necessary to administer and deliver the Booking or as otherwise permitted by law.

13.2 Guest song submissions should be limited to information reasonably needed for the Playlist. Guests should not submit sensitive or unnecessary personal information.

13.3 We will not use identifiable photographs or video of you or your guests for marketing merely because you booked us. Where consent or another lawful basis is required, we will obtain or rely on it appropriately.

14. Complaints

14.1 If something is wrong before or during the event, tell us as soon as reasonably possible so we have a fair opportunity to put it right.

14.2 For post-event complaints, contact hello@ontheplaylist.co.uk with the Booking reference and a clear description of the issue. We will investigate reasonably, including obtaining the DJ’s account where relevant, and respond as soon as reasonably practicable.

14.3 A delay in complaining does not remove statutory rights, although an unreasonable delay may make an issue harder to investigate.

15. Price changes and contract variations

15.1 We will not increase the agreed price simply because our own costs rise after the Booking is confirmed.

15.2 The price may change only where you request or agree a material change, where a clearly identified third-party cost changes because of your requested change, or where another lawful basis has been expressly agreed. We will explain the change before you are bound by it.

15.3 Any material variation to the Booking should be confirmed in writing, including by email or through the OTP booking system.

16. Legal rights and governing law

16.1 If any part of these Terms is found unlawful or unenforceable, the remaining provisions continue so far as they can do so lawfully.

16.2 These Terms are governed by the law of England and Wales. If you are a consumer resident elsewhere in the UK, you retain any mandatory protections and rights to bring proceedings that applicable law gives you.

16.3 Nothing in these Terms excludes or restricts any consumer right that cannot lawfully be excluded or restricted.

Booking checklist

Before you pay the Booking Payment, your Booking Confirmation should clearly show:

• event date and venue
• service booked and any named DJ
• setup/access and performance times
• who is supplying DJ equipment
• any saxophone, bongos/percussion or other expressly booked add-on
• total price, Booking Payment and balance due date
• known travel/parking charges or agreed extras
• important venue or sound restrictions
• how the OTP Event Music Brief / Playlist will be used

Questions before booking? Email hello@ontheplaylist.co.uk and we will explain any part of these Terms before you commit.