1. How this policy works
Venues2U is operated by JLME LTD, a company registered in England and Wales under company number 17445352, with its registered office at 27 Cranleigh Close, South Croydon, England, CR2 9LH("Venues2U", "we", "us" or "our").
This policy applies to bookings paid through Venues2U. It explains the platform process; the venue's cancellation terms shown before checkout form part of the booking contract. Nothing here limits your statutory rights or makes an unfair cancellation charge enforceable.
2. Venue-specific cancellation terms
A venue may configure a booking or deposit as refundable, partially refundable (with the percentage stated) or non-refundable. The checkout must show the applicable policy, important deadlines and amount due before payment. Your confirmation preserves the terms that applied when you booked.
A label such as “non-refundable” does not override consumer law. Any retained amount or cancellation charge must be lawful and fair in the circumstances, including the venue's reasonably recoverable loss and any savings or replacement booking where relevant.
A general statutory cooling-off period does not apply to every venue booking. In particular, certain accommodation, catering or leisure services supplied on a specific date or during a specific period may be exempt. Where a statutory cancellation right applies, the checkout or confirmation will explain it and any request to begin a service during that period.
3. Deposits and final balances
If a deposit is offered, the checkout will show the deposit, its refund policy, the outstanding balance and the venue's final-payment deadline. A deposit reserves the confirmed booking; it is not a separate guarantee that every requested extra is included.
If the balance is not paid by the deadline, the venue may cancel under the disclosed terms. We may send reminders during the week before payment is due, but failure to receive a reminder does not change the due date. Before cancellation, we or the venue may contact you about a payment failure or reasonable next step.
4. If the venue cancels or cannot perform
If the venue cancels and you do not accept a suitable alternative, you will receive a full refund of amounts paid for the cancelled booking, including the deposit and customer-facing booking or concierge fees. This does not limit any further remedy available under law.
5. If the customer cancels or changes the booking
Submit the cancellation through the app or contact [email protected]as soon as possible. The recorded submission time is used to apply the disclosed deadline. A date, space, package or guest-number change requires the venue's agreement and may change the price or terms.
Any refund is calculated using the booking's applicable policy and the law. Customer-facing platform fees are refundable where the checkout or confirmation says so, where the underlying booking is cancelled by the venue, or where required by law.
6. Refund processing
Approved refunds are normally sent to the original payment method. Provider and bank processing times vary and are outside our direct control. If the original method cannot receive the refund, we may ask for additional information through a secure channel.
A partial refund calculation and any deductions will be explained. A promotional credit is not a cash refund unless its terms or the law require otherwise.
7. Disputes, chargebacks and statutory rights
Contact us first so we can review the confirmation, messages, venue policy and payment record. We may ask both parties for evidence. An unauthorised or duplicate charge should be reported promptly. Using a chargeback does not remove valid contractual obligations, and we may provide relevant evidence to the payment provider.
Contact [email protected]. These rules do not affect rights or remedies that cannot be excluded under consumer law.