Dispute Resolution
We want every booking on Venunique to go smoothly. If something doesn't go to plan, here's how we help put it right.
1. Talk to each other first
Most issues — date changes, last-minute requests, questions about what's included — are sorted fastest by messaging the venue or vendor directly through your booking. They know their service best and can usually resolve things quickly.
2. Raise it with Venunique
If you can't reach an agreement, or the issue involves payment, cancellation, or a serious problem with the service provided, contact our support team at support@venunique.com with your booking reference and a description of the issue. We aim to acknowledge every dispute within 2 business days.
3. Review & investigation
We'll review the booking details, messages, and any evidence provided by both sides. We may ask the venue or vendor to respond, and may ask for photos, receipts, or other supporting information from the customer.
4. Resolution
Depending on the outcome, resolutions may include a full or partial refund, a re-booking, a credit toward a future booking, or no further action if the service was delivered as described. Refunds are processed back to the original payment method via Stripe.
5. Still not resolved?
If you're unhappy with the outcome, you can ask for the decision to be reviewed by a member of our team who wasn't involved in the original review. UK customers also have the right to use the EU Online Dispute Resolution platform or contact Citizens Advice for independent guidance.