1📋Acceptance of the terms
By accessing or using the Serenattia platform ("the Platform"), available at serenattia.com, you agree to be bound by these Terms and Conditions. If you do not agree, please do not use the Platform.
Serenattia reserves the right to modify these terms at any time with 30 days' notice before they take effect. Continued use of the Platform after the effective date of a change constitutes acceptance of the new terms.
These terms constitute the entire agreement between you and Serenattia and supersede any prior verbal or written agreement. Governing law: the United Mexican States. Jurisdiction: the courts of Mexico City.
2🎵Description of the service
Serenattia is a digital marketplace that connects clients looking to hire professional musicians with independent musicians who offer their services for events in Mexico.
Serenattia acts exclusively as a digital intermediary. It is NOT the musicians' employer, does NOT guarantee the artistic quality of performances, and is NOT a party to the service agreement between client and musician. The music service agreement is made directly between both parties.
Serenattia's responsibility is limited to: (a) facilitating the connection between musician and client; (b) processing payments securely under an escrow model; (c) acting as a neutral mediator in disputes; and (d) maintaining the security and integrity of the platform.
3👤Registration and users
To use the booking features, you must create an account. By registering, you warrant that: (a) you are at least 18 years old; (b) the information you provide is true and complete; (c) you will keep that information up to date; and (d) you are responsible for keeping your password confidential.
To complete a booking as a client, your profile must include: a verified full name, a verified phone number (OTP) and a confirmed email. This protects the musician and ensures legitimate bookings.
Serenattia may suspend or delete accounts that: violate these terms, provide false information, carry out fraudulent transactions, or whose conduct is harmful to other users. In case of unauthorized access, notify us immediately at hola@serenattia.com.
4🎸Musicians: requirements and profile review
To register as a musician on Serenattia you must: (a) be over 18 years old; (b) provide truthful information about your act, your city and your prices; (c) upload your own photo and video of you performing; and (d) have an active WhatsApp number to coordinate with clients.
Profile review: every profile is reviewed manually before it is published. Serenattia contacts the musician, checks that the photos and video belong to the act and that the information is consistent, and may request additional material. Serenattia may reject or unpublish a profile that does not meet these criteria, with no obligation to justify the decision.
Payout details: to receive payments processed through the Platform, the musician must provide a bank account (CLABE) in their name or in the name of the registered representative. This information is requested at the time of the first booking paid through Serenattia and is not required to publish the profile.
Musicians agree to: fulfill every confirmed booking on time; deliver the service described in their profile; communicate professionally; and give as much notice as possible in case of emergency. Repeated non-compliance may result in permanent suspension from the Platform.
5📅Bookings and the escrow payment flow
The booking and payment process works through an escrow model (a guarantee deposit) that protects both parties:
(1) The client sends a booking request with the date, location and type of event. (2) The musician accepts or declines within 24 hours ("Request" mode) or the booking is confirmed automatically ("Instant Booking" mode). (3) Once confirmed, the client pays the booking total through Stripe (the musician's rate plus the platform service fee), and that money is held by Serenattia, set aside in the musician's name. (4) The musician arrives at the event and generates a check-in QR code from their Backstage. (5) The client scans the QR code and confirms the arrival in the app, releasing the payment to the musician immediately. (6) If the client does not confirm, the musician can upload photo or video evidence that the service was delivered. With evidence plus the service hours elapsed, the payment is released automatically. Without evidence, the payment is frozen for administrative review.
A booking is legally and financially binding only once the payment has been processed successfully. Prior conversations or verbal commitments do not constitute a confirmed booking.
6💳Service fee and payments to musicians
The musician receives 100% of their rate. Serenattia does not deduct any commission, sign-up fee or monthly fee.
The platform is funded by a service fee paid by the CLIENT, separately and on top of the musician's rate. It is calculated as the GREATER of $200 MXN (minimum) and 10% of the musician's rate.
Example A, small service: the musician charges $1,000 MXN. The service fee is $200 MXN (the minimum, because 10% would be $100). The client pays $1,200 MXN in total and the musician receives their full $1,000.
Example B, standard service: the musician charges $8,000 MXN. The service fee is $800 MXN (10%). The client pays $8,800 MXN in total and the musician receives their full $8,000.
The Stripe processing fee (~3.6%) is absorbed by Serenattia out of its own service fee: it is NOT deducted from the musician. The service fee covers payment processing, the escrow protection model, customer support, musician verification and the platform guarantee.
Musicians receive their payment by SPEI transfer to their registered CLABE, or to their PayPal/Stripe account, once the check-in is confirmed or the service hours have elapsed. Serenattia does not hold payments beyond the verification period except in cases of an active dispute.
7🔄Cancellations and refunds
When a musician accepts a booking, they block that date and stop selling it. That's why the split depends on one thing only: how much time is left before the event. The closer it is, the less the musician can recover that day, and the more they are owed.
IF THE CLIENT CANCELS, split of the musician's rate (the two percentages always add up to 100%; Serenattia keeps none of the musician's rate):
• More than 30 days before the event: the client gets 100% back. The musician receives nothing, because there is plenty of time to resell the date.
• Between 15 and 30 days: the client gets 75% back and the musician receives 25%.
• Between 7 and 14 days: the client gets 50% back and the musician receives 50%.
• Between 48 hours and 7 days: the client gets 25% back and the musician receives 75%.
• Less than 48 hours: no refund, and the musician receives 100%. The date is already lost.
The platform service fee is non-refundable when the client cancels, regardless of notice. That service was already provided at the time of booking: the charge was processed, the money was held in escrow in the musician's name and the date was blocked on their calendar. The Stripe fee (~3.6%) is not refunded by the payment processor either. The percentages in the table above apply to the musician's rate, which is the part that does get split.
RESCHEDULING INSTEAD OF CANCELING: if the client reschedules more than 7 days in advance and the musician is free on the new date, there is no penalty for anyone and the money moves intact to the new date. One reschedule is allowed per booking. If the musician is not available on the new date, it is treated as a cancellation under the table above.
IF THE MUSICIAN CANCELS: the client receives 100% of their money, including the service fee. When a booking falls through because of the musician and not the client, the platform does not keep its share either. If the cancellation happens less than 7 days before the event, we also find the client a replacement in the same category, and the musician drops in search results for 30 days. Repeated cancellations result in suspension.
IF THE MUSICIAN DOES NOT SHOW UP (a no-show confirmed by the client within the event window): full refund to the client, including the service fee, and immediate suspension of the musician. The musician may open an appeal ticket within the following 72 hours.
FORCE MAJEURE: in the event of a verifiable hurricane, civil protection alert, serious illness or bereavement, the client is refunded in full and the musician receives no penalty. Each case is reviewed individually.
Instant Booking policy (a mode turned on by the musician): NO REFUND under any circumstances. The musician knowingly turns on this mode and the client explicitly accepts it when booking.
To request a refund, contact soporte@serenattia.com within 48 hours after the event. Approved refunds are processed in 3 to 5 business days through Stripe.
8⚖️Limitation of liability
The Platform and its content are provided "as is". Serenattia will NOT be liable for: (a) the artistic quality, punctuality or behavior of musicians; (b) disputes between musicians and clients about the content or outcome of the service; (c) indirect, incidental or consequential losses; (d) temporary service interruptions due to technical maintenance; or (e) damages caused by misuse of the Platform.
Serenattia's maximum liability for any claim is limited to the total amount paid by the user to Serenattia in the last 6 months. This limitation does not apply in cases of willful misconduct or documented gross negligence by Serenattia.
Serenattia guarantees only the intermediary function: connecting musician and client, holding the payment securely, and releasing it once the service conditions are met. Serenattia's guarantee does NOT cover: the artistic quality of the performance, the musician's sound equipment, or the musician's performance beyond their presence at the event.