Payments and Refund Policy
Last Modified:
Introduction
This Payments and Refund Policy (“Payments Policy”) describes the terms and conditions under which Event Organizers make payments, Property Managers receive payouts, and refunds are permitted. Together with our Terms of Service, this Payments 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. Fee structure. Veneo charges fees as follows:
- Event Organizers are charged an Order Processing Fee on each confirmed Booking. This fee will always appear as an itemized line item in the Event Organizer's checkout summary.
- Property Managers at non-subscribing venues are charged a per-Booking platform fee. This fee is never displayed as a line item to Event Organizers — it is incorporated into the structure of Veneo's compensation.
- Property Managers at subscribing venues may be charged a reduced or modified platform fee as set forth in their applicable subscription agreement.
2. Payment processing. Payment processing is provided by Stripe or a similar third-party payment processor. By using the Services, you agree to be bound by the applicable payment processor's terms of service (currently, the Stripe Connected Account Agreement). Veneo does not store your full card or bank account credentials on its own servers. As a condition of using payment features, you must provide accurate information to our payment processor and authorize Veneo to share that information with that processor.
3. Limited collection agency. Each Property Manager that collects payment through the Services hereby appoints Veneo as the Property Manager's limited payment collection agent solely for the purpose of accepting Booking funds from Event Organizers on the Property Manager's behalf. Once an Event Organizer's payment is received by Veneo, the Event Organizer's payment obligation to the Property Manager for that amount is extinguished. Veneo is then obligated to remit applicable funds to the Property Manager in accordance with these Terms.
4. Payout timing. Veneo releases payment for a confirmed Booking — net of applicable Order Processing Fees, Property Manager platform fees, and any other deductions permitted under these Terms — to the Property Manager shortly after the event takes place. Specific timing will be stated in the payout terms available through the Property Manager account dashboard.
Users further agree that:
- payment obligations become due as stated in the applicable checkout flow, invoice, order summary, or commercial agreement;
- Veneo may withhold, reverse, offset, or recover funds to address refunds, chargebacks, fraud, unpaid balances, policy violations, or damage claims where permitted by law and platform policy; and
- each User is responsible for its own taxes except where Veneo is required by law to collect or remit them.
Property Managers are solely responsible for determining, collecting, reporting, and remitting taxes applicable to their venue operations unless Veneo expressly agrees otherwise in writing.
5. Event Organizer-initiated cancellations. Refund amounts available to an Event Organizer upon cancellation depend on which cancellation tier the Property Manager has selected for a given Listing: Flexible, Moderate, or Strict. The specific refund schedule for each tier is set forth in the Cancellation Policy. Property Managers choose their cancellation tier when creating or updating a Listing, and the applicable tier will be disclosed to Event Organizers before any Booking is confirmed.
6. Property Manager-initiated cancellations. If a Property Manager cancels a confirmed Booking for any reason, the Event Organizer will receive a full refund to the original payment instrument used to complete the Booking. No exceptions. In addition, Property Managers who cancel confirmed Bookings may be subject to the following consequences, depending on how close to the event the cancellation occurs:
- Cancellation more than 30 days before the event: Veneo may assess a platform fee equal to a percentage of the Booking amount, as set forth in the Cancellation Policy.
- Cancellation between 2 and 30 days before the event: A higher platform fee applies.
- Cancellation within 48 hours of the event, or after the event start time: The highest platform fee tier applies. Veneo may additionally suspend or restrict the Property Manager's account pending review.
Cancellation fees assessed to Property Managers may be withheld from future payouts. Force majeure events — including natural disasters, government-mandated closures, or venue damage rendering the Venue unusable — may qualify for fee waivers at Veneo's reasonable discretion. Property Managers seeking a force majeure waiver must provide documentation and contact Veneo support promptly.
Veneo will not encourage or solicit Event Organizers to cancel in order to avoid applicable Property Manager cancellation obligations.
7. Force majeure for events. If an event is prevented, materially interrupted, or rendered illegal by a force majeure event beyond either party's reasonable control, Event Organizers will receive a full refund regardless of the Property Manager's selected cancellation tier. The Cancellation Policy will describe the documentation and notification process for force majeure claims.
8. Order Processing Fees. Order Processing Fees charged to Event Organizers are non-refundable in the event of an Event Organizer-initiated cancellation unless the applicable cancellation tier provides otherwise or unless the cancellation results from a Property Manager-initiated cancellation or a force majeure event.