Cancellation Policy
Last Modified:
Introduction
This Cancellation Policy (“Cancellation Policy”) describes the terms and conditions under which cancellations and rebooking are permitted and handled. Together with our Terms of Service, this Cancellation Policy is a contract entered into between You (“you,” “your,” “yours”) and Veneo Inc., a Delaware corporation (collectively, “we,” “our,” “us,” or “Veneo”). Any defined terms used but not defined herein have the meaning assigned to them in the Terms of Service.
1. Grace Period
All Bookings are eligible for a full refund of all fees paid — including any Order Processing Fee — if the Event Organizer cancels within 24 hours of receiving Booking confirmation, provided the event's start time is more than 48 hours away at the time of cancellation.
Bookings confirmed within 48 hours of the event start time are not eligible for the Grace Period and are subject immediately to the Property Manager's selected cancellation tier.
2. Event Organizer-Initiated Cancellation
Property Managers select one of three cancellation tiers when creating or updating a Listing. The applicable tier is clearly displayed to Event Organizers before any Booking is confirmed. All cancellation deadlines are calculated based on local time at the venue's location.
- Flexible
| Time of Cancellation Before Event | Venue Fee Refund | Order Processing Fee |
|---|---|---|
| 7 or more days | 100% | Non-refundable |
| 2–6 days | 50% | Non-refundable |
| Less than 48 hours | No refund | Non-refundable |
Bookings made within 7 days of the event under a Flexible policy: if the Event Organizer cancels at least 48 hours before the event, a 50% venue fee refund applies. Cancellations within 48 hours of the event are non-refundable.
- Moderate
| Time of Cancellation Before Event | Venue Fee Refund | Order Processing Fee |
|---|---|---|
| 14 or more days | 100% | Non-refundable |
| 7–13 days | 50% | Non-refundable |
| Less than 7 days | No refund | Non-refundable |
Bookings made within 14 days of the event under a Moderate policy: if the Event Organizer cancels at least 7 days before the event, a 50% venue fee refund applies. Cancellations within 7 days of the event are non-refundable.
- Strict
| Time of Cancellation Before Event | Venue Fee Refund | Order Processing Fee |
|---|---|---|
| 30 or more days | 50% | Non-refundable |
| Less than 30 days | No refund | Non-refundable |
Bookings made within 30 days of the event under a Strict policy: if the Event Organizer cancels at least 7 days before the event, a 50% venue fee refund applies. Cancellations within 7 days of the event are non-refundable.
3. Property Manager-Initiated Cancellation
If a Property Manager cancels a confirmed Booking for any reason, the Event Organizer receives a full refund of all amounts paid, including the Order Processing Fee, to the original payment instrument. No exceptions.
In addition, Property Managers who cancel confirmed Bookings are subject to the following consequences based on how much notice is provided before the event start time:
| Notice Given | Platform Fee Assessed to Property Manager | Additional Consequences |
|---|---|---|
| More than 30 days | 10% of Booking subtotal | N/A |
| 2–30 days | 25% of Booking subtotal | N/A |
| Less than 48 hours | 50% of Booking subtotal | account placed under review; possible suspension |
"Booking subtotal" means the venue fee for the cancelled Booking, excluding taxes, cleaning fees, and the Order Processing Fee.
Platform fees assessed against Property Managers are withheld from the Property Manager's next payout(s). If no pending payout is available, Veneo may invoice the Property Manager directly.
Property Managers who cancel multiple confirmed Bookings within a rolling 6-month period may be subject to Listing suspension, removal of any preferred or verified status, or account termination.
Veneo will not encourage or solicit Event Organizers to cancel on a Property Manager's behalf. A cancellation is treated as Property Manager-initiated if Veneo determines the Property Manager's conduct or venue condition effectively forced the Event Organizer to cancel.
4. Excused Cancellation
Veneo may, at its reasonable discretion, designate a cancellation as "Excused" where circumstances beyond the cancelling party's reasonable control arise after the Booking was confirmed. Excused Cancellations by either party result in a full refund of all fees to the Event Organizer, with the applicable Property Manager cancellation penalty fee waived for the Property Manager.
Excused Cancellation status must be requested by contacting support@veneo.ai. Veneo may require documentation and will determine whether to grant Excused status after reviewing available evidence.
Circumstances that may qualify as Excused Cancellations include:
- Unexpected death or serious illness of a Property Manager, Event Organizer, or their immediate family member;
- Serious injury that directly prevents the Event Organizer from attending or the Property Manager from providing the venue;
- Natural disaster, severe weather event, or state of emergency declared by a government authority that directly impacts the venue or the Event Organizer's ability to travel to it;
- Government-issued travel restriction or security advisory issued after the Booking was confirmed;
- Severe property damage, fire, flooding, or unforeseen structural failure that renders the venue unusable;
- Government or regulatory order that legally prohibits use of the venue for the approved event type; or
- Utility failure or legal injunction directly preventing access to or use of the venue.
Misrepresentation in connection with an Excused Cancellation request is a violation of the Terms of Service and may result in account termination.
5. Veneo-Initiated Cancellation
Veneo may cancel a confirmed Booking at any time prior to the event start time. In such cases, the Event Organizer will receive a full refund of all amounts paid. Neither Veneo nor the other party to the cancelled Booking will have liability for a Veneo-initiated cancellation.
Circumstances in which Veneo may initiate a cancellation include:
- An Excused Cancellation applies and the parties cannot agree on rescheduling;
- The Property Manager's Listing is removed from the platform prior to the event start time;
- Actual or suspected fraud, misrepresentation, or unauthorized activity;
- Safety or security concerns at the venue or involving a User;
- Failure to provide required proof of insurance when requested;
- Violation of the Terms of Service or other Platform policies; or
- Any other circumstance Veneo reasonably determines warrants cancellation.
6. Rebooking
Either party may request rescheduling of a Booking. A reschedule is not a cancellation and does not trigger refunds or penalties, provided:
- both parties agree to the new date in writing through Veneo platform messaging before the original event start time; and
- the rescheduled date is confirmed through the Veneo platform.
If the rescheduled Booking is later cancelled, the applicable cancellation tier and deadlines will be calculated based on the rescheduled event date, not the original date. Veneo reserves the right to review the circumstances of any post-reschedule cancellation and may apply discretionary adjustments to refund eligibility where the sequence of events suggests manipulation of the policy.
Rescheduling may result in adjustments to pricing, Veneo fees, or both, which will be disclosed before the reschedule is confirmed.
7. Refunds
Refund method. Eligible refunds are returned to the original payment instrument used to complete the Booking. Veneo does not issue refunds by check, wire transfer, or to a different card or account.
Refund timing. Veneo will initiate eligible refunds within 5–10 business days of the cancellation being confirmed through the platform. Processing time after initiation depends on the Event Organizer's card issuer or bank and is outside Veneo's control.
Order Processing Fees. The Order Processing Fee charged to the Event Organizer is:
- Non-refundable on Event Organizer-initiated cancellations, regardless of tier or timing.
- Fully refunded on Property Manager-initiated cancellations, Excused Cancellations, Veneo-initiated cancellations, and Grace Period cancellations.
Cleaning fees. Any cleaning fee charged as part of the Booking is fully refunded if the cancellation is confirmed before the event start time, regardless of the applicable cancellation tier.
Taxes. Veneo will refund any taxes collected on refunded amounts. Taxes attributable to non-refundable portions of a Booking will be remitted to the applicable tax authority as required by law.
8. Payouts
When an Event Organizer cancels under a policy that entitles the Property Manager to retain some or all of the venue fee:
- The Property Manager's payout will equal the refund-retained portion of the venue fee, minus Veneo's applicable platform fee for the transaction.
- Cleaning fees refunded to the Event Organizer are not included in the Property Manager payout.
- Payouts for cancellations are typically processed within 3–7 business days of the cancellation being confirmed.
9. Damage Deposits
Some Listings require a refundable damage deposit or security deposit to protect the Property Manager against physical damage, excessive cleaning, or other covered costs caused by the Event Organizer or the Event Organizer's attendees, vendors, or Event Organizers. Where a Property Manager requires a Damage Deposit, the amount is set by the Property Manager and clearly displayed to the Event Organizer before the Booking is confirmed.
- Collection. The Damage Deposit is collected at checkout at the same time as the Booking payment. It is held by Veneo and is separate from, and in addition to, the venue fee, any cleaning fee, taxes, and the Order Processing Fee. The Damage Deposit is not part of the Property Manager's payout and is not released to the Property Manager as part of normal payout.
- Return of the Deposit. If no claim is submitted within the Claim Window, Veneo will refund the full Damage Deposit to the Event Organizer's original payment instrument within 5–10 business days after the Claim Window closes.
- Damage Claims. A Property Manager who wishes to make a claim against the Damage Deposit must submit the claim through the Veneo platform within 72 hours after the event's scheduled end time (the "Claim Window"), together with any supporting evidence Veneo requires, such as photographs, receipts, or repair estimates. Claims submitted after the Claim Window, or by email, phone, chat, or any other method, will not be processed against the Damage Deposit.
- Review and Resolution. Veneo will review submitted claims in accordance with the damage-claim procedures set out in the Terms of Service. Where Veneo approves a claim in whole or in part, Veneo may deduct the approved amount from the Damage Deposit, remit it to the Property Manager, and refund any remaining balance to the Event Organizer. Where an approved claim exceeds the Damage Deposit, the additional amounts are governed by the damage-claim and liability provisions of the Terms of Service, and Veneo may pursue recovery of such amounts from the Event Organizer.
- Effect on Property Manager Payout. To allow time for any claim, the Property Manager's payout for a Booking that includes a Damage Deposit is released only after the Claim Window has closed, in accordance with Section 8 and the Terms of Service.
- Cancellations. If a Booking is cancelled before the event for any reason, the Damage Deposit is refunded in full regardless of the applicable cancellation tier. A Damage Deposit is applied only where the event takes place and a valid claim is approved.
- No interest. Damage Deposits are held on a non-interest-bearing basis, and no interest is payable to the Event Organizer or Property Manager on any Damage Deposit.
10. Chargebacks
If an Event Organizer initiates a credit card chargeback rather than requesting a cancellation through the platform, the Event Organizer's account will be suspended pending resolution of the dispute. Veneo will respond to chargebacks in accordance with Stripe's dispute process and the Terms of Service. Chargebacks that Veneo determines to be invalid may result in account termination and recovery of costs.
11. Multi-Day and Non-Consecutive Bookings
For Bookings that span multiple days or non-consecutive dates, the cancellation deadline for each day is calculated separately based on that day's event start time. A partial cancellation (cancelling one day of a multi-day Booking) is subject to the applicable tier's refund schedule based on the start time of the cancelled day.
12. Cancellation Deadlines
All cancellation deadlines are calculated in local time at the venue's physical location, based on the event start time as confirmed in the Booking. It is the Event Organizer's responsibility to ensure any cancellation request is submitted with sufficient lead time to meet the applicable deadline.
A Booking is officially cancelled only when the Event Organizer receives a confirmation notification from Veneo via email or in-platform notification. Cancellation requests submitted by email, phone, or chat are not valid and will not be processed.