Frequently asked questions

Search by music genre and city at /en/search, browse profiles with audio samples, choose your musician and pick a date and time. You pay 100% securely through Stripe, and the money is held in escrow until the musician arrives at your event. When they arrive, you confirm in the app and the musician gets paid instantly.

Searching and browsing profiles is 100% free. When you book, you pay the musician's rate plus a 10% service fee (minimum $200 MXN), which is added separately and shown itemized before you pay. That fee covers secure escrow payment, musician verification, support and Stripe processing. The musician receives 100% of their rate.

We review every profile by hand before it goes live: we talk to the musician on WhatsApp and check that the photos and video are really theirs. If you booked and paid through Serenattia and the musician doesn't show up, we refund 100% of your payment, including the service fee, and the profile is taken down. This guarantee only applies to bookings paid on the platform, not to deals closed outside it.

When the musician arrives at the event, they generate a QR code from their Backstage. You scan it with your phone and confirm their arrival with one tap. At that moment, the payment is automatically released to the musician. It works like Uber's 'start trip' and protects both sides.

Don't worry. The musician can upload photo or video evidence that the service was delivered. Once the booked hours have passed, the system releases the payment automatically. Serenattia always protects honest musicians.

We recommend at least 2 weeks ahead for weddings and quinceañeras. For smaller events, many musicians accept requests with 48 to 72 hours' notice. Check availability on the profile. Some musicians have 'Instant Booking' turned on, which confirms automatically if the date is open.

Yes. The earlier you cancel, the more you get back, because the musician blocked that date and stopped selling it. More than 30 days out you get 100% back; between 15 and 30 days, 75%; between 7 and 14 days, 50%; between 48 hours and 7 days, 25%; and with less than 48 hours there is no refund. Those percentages apply to the musician's rate: the platform service fee isn't refunded if you're the one who cancels, because the charge, the escrow and the date hold have already happened. If the musician cancels, you get everything back. Instant bookings are non-refundable, and the musician states this on their profile.

Yes, and it works out better for everyone. If you reschedule more than 7 days in advance and the musician is free on the new date, there's no penalty: your full payment moves to the new date. One reschedule is allowed per booking. If the musician isn't available that day, the regular cancellation policy applies.

You get 100% of your money back, including the service fee. And if they cancel less than 7 days before the event, we also find you a replacement in the same category so you're not left without music. The musician drops in search results for 30 days, and repeat offenders are suspended.

Go to serenattia.com/en/musician-signup and fill out the form with your information, music genre, hourly rate and city. Our team reviews and approves your profile within 24 to 48 hours. You'll get a confirmation email with access to your Backstage.

No paperwork: your act's name, your city, your starting price, your WhatsApp, a photo of you performing and a one-minute video. We review every profile by hand before publishing it. We only ask for your CLABE (Mexican bank account number) once your first booking paid through the platform comes in; it isn't required to go live.

Nothing. You receive 100% of your rate, with no commission, no sign-up fee and no monthly fee. The platform service fee (10%, minimum $200 MXN) is paid by the client separately, on top of your rate, and the Stripe fee also comes out of it: nothing is deducted from you. Example: you charge $2,000/hr × 4 hrs = $8,000 MXN. The client pays $8,800 and you receive your full $8,000.

Your payment is released the moment the client confirms your arrival with the QR check-in. If the client doesn't confirm, you can upload evidence that the service was delivered and the system releases it automatically once the booked hours are over. You receive the money by SPEI transfer to your registered CLABE.

No. The closer to the event they cancel, the more you get, because you already blocked that date. If they cancel less than 48 hours out you get 100% of your rate; between 2 and 7 days, 75%; between 7 and 14 days, 50%; between 15 and 30 days, 25%. Only if they cancel more than 30 days in advance do you get nothing, because you still have time to sell that day.

The client gets their money back in full. If you cancel more than 7 days out, a note goes on your record; with less than 7 days you drop in search results for 30 days and we find the client a replacement. Canceling often leads to suspension. In verifiable force majeure cases (hurricane, civil protection alert, serious illness or bereavement) there is no penalty at all.

It's an option you turn on in your Backstage. With Instant Booking, when a client picks an open date on your calendar, the booking is confirmed automatically without you having to approve it. It's ideal for musicians with a busy schedule. Note: with Instant Booking on, clients get no refund if they cancel.

Yes. In your Backstage you can choose ONE of two options: (1) Specific cities, where you select the cities you play in; or (2) Entire state, where you cover every municipality in a state. You can't combine both options at the same time.

You have 72 hours to open an appeal ticket from your Backstage. You can upload evidence: photos, videos, messages, GPS coordinates. Our admin team responds within 72 hours. If the appeal is upheld, your account is reactivated with a note on your record.

We accept credit and debit cards (Visa, Mastercard, American Express), with OXXO Pay coming soon. All payments are processed by Stripe with TLS 1.3 encryption. Serenattia never stores card data.

When you confirm a booking, you pay 100% of the total to Serenattia. The money is held securely. When the musician arrives and the check-in is confirmed, the money is released to the musician right away. If something goes wrong, Serenattia acts as a neutral referee. It's the same model Airbnb and Amazon use.

Absolutely. Serenattia doesn't store card data: Stripe does, under PCI DSS Level 1 certification (the highest level). Musicians' bank details (CLABE) are stored encrypted with AES-256 in Supabase Vault. No employee can see this data without explicit payment permission.

That fee (minimum $200 MXN) is paid by the client separately and it's the only thing the platform charges: the musician receives 100% of their rate. It covers secure escrow payment processing, the hand review of every profile, the no-show guarantee (we refund you if the musician doesn't arrive), customer support and infrastructure. It's transparent: you see it itemized before you pay.

Serenattia is currently in a growth phase. To request a proof of payment, email facturacion@serenattia.com with your tax details within 5 business days after your booking.

We operate in all 32 state capitals plus Mexico City and Cancún: Mexico City, Guadalajara, Monterrey, Puebla, Mérida, Querétaro, Cancún, San Luis Potosí, Hermosillo, Chihuahua and many more. If your city isn't listed, you can request it directly in the search page.

Mariachi, Banda, Norteño, Jazz, DJ, String quartet, Trio, Solo singer, Marimba, Classical music, Salsa, Cumbia, live Pop/Rock, regional folk music and more. If you're looking for a specific genre that isn't listed, contact us.

In the search page you can select 'Request a new city'. Your request goes to our team, who activates the city and creates its directory page. We make sure it's a real city before activating it. If there are already musicians registered in that area, they'll show up right away.