Cancellation and refund policy

Last updated 2026-11-11

This page explains how cancellations and refunds work on Venio. The exact rules for your booking are shown on the booking page before you pay and again when you start a cancellation.

Who decides

Every venue sets its own cancellation policy, and a venue can set a different policy for each of its venues. The venue’s policy for the venue you booked is the one that applies. Venio calculates the refund from it automatically so you and the venue see the same number.

How the refund is worked out

• The policy compares how far away the event is with refund tiers (for example: more than 30 days before the event, a larger share back; less than 7 days before, nothing back).
• The refund is a share of what you have actually paid, not of the full price.
• Some amounts can be non-refundable, such as a fixed booking fee, and are shown separately.
• If the venue cancels on you, you receive a full refund of what you paid.
• If you do not turn up (a no-show), the venue’s no-show rule applies.

Two ways a cancellation is handled

• Direct: you see the breakdown, confirm, and the cancellation takes effect at once.
• Request: you send a cancellation request, the venue reviews it and may approve it as calculated or offer a different amount. You can withdraw a request while it is pending.

Getting the money back

Venio does not hold your money, so refunds are paid by the venue. After a cancellation is approved a refund is requested in Venio, approved by the venue’s finance team and then marked as paid, with the method and, where relevant, a receipt. You can follow each step from your booking. Bank transfers usually take 1–5 working days to appear.

Rescheduling

A venue may propose a new date instead of a cancellation. You can accept or decline; declining keeps your original booking.

If you disagree

Use Get help on the booking, or raise a dispute if you and the venue cannot agree. Venio support reviews both sides and records a recommendation for the venue.

Custom requests

A custom-request quotation that you have not paid costs you nothing and simply expires. Once you have paid, the venue either confirms (and then the venue’s cancellation policy applies to each booking) or declines, in which case you are refunded in full.