1. Prices and fees
Before a customer pays, checkout shows the venue price, taxes where applicable, any customer booking fee, any fee for a booking completed with Henry's assistance, and the total. A concierge conversation is not itself charged; any applicable concierge fee is shown only when an assisted enquiry becomes a booking. Rates and caps are controlled by our server-side pricing configuration and may change for future bookings, but not after a booking is confirmed.
Venue partner commercial fees, payment-processing costs and payout deductions are shown separately in the partner portal or agreed commercial terms. A venue partner does not receive the customer booking or concierge fee.
2. Payment processing
Stripe processes online payments and may apply its own fraud, authentication and regulatory checks. Venues2U receives payment status, references and limited transaction information, not full card details. Test environments use Stripe test mode and have no power to create a real charge.
3. Deposits and final balances
A venue can enable a deposit for a venue, space or package and configure the amount or percentage, refund policy and final-payment deadline. The deadline must be shown before payment. The final balance is the confirmed total less the deposit and any other credited payment, adjusted only for agreed changes.
Payment reminders may be sent every two days during the final week before the due date. Reminders do not extend the deadline. A failed final payment does not automatically authorise a new payment method; the customer must complete any additional authentication the provider requires.
4. Venue payouts
Payouts are made to a verified Stripe connected account according to the displayed payout schedule and may be delayed while a payment, refund, dispute, compliance check or reserve is unresolved. A venue must complete required payout and verification information before its listing can accept live payment bookings.
Venue partners are responsible for their taxes, invoices and the accuracy of payout details. Stripe processing fees are explained in the partner payment area and may be deducted as disclosed.
5. Security and fraud
We or Stripe may decline, hold, reverse or ask for more information about a transaction where reasonably necessary for security, sanctions, fraud prevention, legal compliance or payment-network rules. Do not send card details in chat, email, support forms or venue messages.
6. Refunds, disputes and support
Refund eligibility is governed by the booking's displayed terms, our Refunds & Cancellation Policy and applicable law. Refunds and chargebacks can affect venue payouts and may be recovered from a connected account where the partner terms and law permit.
For payment support, contact [email protected].