Annex A - Refund & Mediation Policy for Customers

Purpose. This Annex A sets out how Nuento administers a structured refund and dispute-handling process between Customers and Suppliers for Platform payment purposes. It is intended to be fair, evidence-based and consistent. This process does not constitute legal advice or a court decision and does not remove any party’s statutory rights or legal remedies.

1. Key principles

1.1. Evidence-first. Decisions (where Nuento may decide) are based on verifiable evidence such as order details, Platform messages, timestamps, GPS/delivery logs (if available), photos/videos, venue confirmations, and Supplier communications.

1.2. Objective vs subjective complaints (important).

(a) Objective cases. Nuento may make a determination for Platform payment purposes in objective cases where the issue is clearly measurable/verifiable (examples: Supplier no-show, Supplier late cancellation, confirmed non-delivery, materially missing paid items, materially reduced quantities compared to the confirmed order).

(b) Subjective complaints. For subjective complaints (including taste, perceived quality, perceived service level or “minor delays”), Nuento does not adjudicate fault or refund entitlement. The dispute remains between Customer and Supplier. Nuento may facilitate communication and share evidence, but does not decide.

1.3. Proportionality. Where an objective shortfall is proven, any refund is proportionate to the part of the service not delivered or materially defective.

1.4. Duty to mitigate. Customers and Suppliers should take reasonable steps to reduce loss (e.g., prompt communication, allowing reasonable opportunity to remedy where feasible).

1.5. No prejudice. Nuento’s handling for payment purposes is without prejudice to any statutory rights or court/ADR outcomes.

1.6. Discretion / exceptional cases. Nuento may, in its discretion, deviate from these guidelines in exceptional circumstances or where required by law.

2. How to raise an issue (time limits and process)

2.1. Contact window. The Customer should contact Nuento via the Platform or support within 72 hours after the Event Date (or after the scheduled start time for no-show/non-delivery), otherwise Nuento may be unable to investigate and/or process payment adjustments.

This timing guideline does not waive or limit any statutory consumer rights.

2.2. What to provide. The Customer should provide: booking reference, description of the issue, and evidence (photos/videos, timestamps, venue contact confirmation where relevant).

2.3. Supplier response. The Supplier will be asked to respond within a reasonable timeframe (normally 48 hours) with their account and evidence.

2.4. Temporary holds. Nuento may place a temporary hold on Supplier payout while investigating an objective case.

3. Customer cancellation (standard marketplace bookings)

3.1. Free cancellation window. For standard marketplace bookings, cancellation ≥ 7 days before the Event Date: full refund.

3.2. Late cancellation. Cancellation < 7 days before the Event Date: no refund by default, unless:

• the Supplier cancels (see section 4), or
• a material Supplier change is rejected (see section 5), or
• force majeure prevents performance (see section 6), or
• mandatory statutory rights require otherwise.

3.3. How to cancel. Cancellations must be made via the Platform order page or by contacting support.

3.4. Payments and instalments. If instalments apply, future instalments will be cancelled upon valid cancellation; any refund is calculated according to this Annex A.

4. Supplier cancellation and no-show (objective)

4.1. Supplier cancellation. If the Supplier cancels a confirmed booking at any time: full refund to the Customer.

4.2. No-show / non-delivery. If the Supplier does not arrive and does not deliver the booked service within a reasonable grace period (taking into account the nature of the booking), and this is objectively supported by evidence: full refund.

4.3. Major delay (objective). If the Supplier arrives so late that the core service cannot reasonably be delivered as booked (and this is objectively verifiable): full or partial refund proportionate to the lost service. Minor delays are treated as subjective unless they cause an objectively verifiable loss of a specific paid element.

5. Material changes proposed by Supplier (objective)

5.1. Material change definition. A “material change” includes (non-exhaustive): significant time shift, major reduction in scope, substitution that materially affects what was booked, or cancellation of key paid elements.

5.2. Customer rejection. If a material change is proposed and the Customer rejects it within a reasonable time, the Customer is entitled to a full refund.

6. Force majeure

6.1. Where performance is prevented due to events outside reasonable control (e.g., extreme weather, government restrictions, venue shutdown, widespread outages), Nuento will assess outcomes based on evidence and proportionality.

6.2. Refunds may be full, partial, or none depending on whether the Supplier has already incurred unavoidable costs and whether any part-performance occurred, always subject to statutory rights.

7. Missing items, reduced quantities, and objectively verifiable shortfalls

7.1. Missing paid add-ons / items. If the Customer paid for specific items/add-ons and they were not delivered, and the shortfall is objectively verifiable: partial refund equal to the value of missing elements (or proportionate reduction).

7.2. Materially reduced quantities. If delivered quantities are materially below the confirmed order and evidence supports this: partial refund proportionate to the shortfall.

7.3. Remedy where feasible. If the shortfall can reasonably be remedied on the day (e.g., replacing missing items) and the Supplier offers a timely remedy, the Customer should cooperate where reasonable.

8. Quality, taste, service level and other subjective complaints

8.1. Complaints about taste, perceived quality, perceived service level, or similar subjective matters are handled directly between Customer and Supplier. Nuento may facilitate communications, feedback exchange and evidence-sharing, and encourage a goodwill resolution, but does not determine refund entitlement for subjective matters.

8.2. Nothing in this section affects any non-excludable statutory rights a consumer may have.

9. Access, power and venue issues (customer-side obstacles)

9.1. If the Supplier cannot perform due to Customer/venue-side issues (e.g., no access, insufficient space, no required power where power was the Customer’s responsibility), and the Supplier was ready and able to perform, this may be treated as late cancellation under section 3.2, subject to evidence and proportionality.

9.2. If responsibility is shared or unclear, Nuento may facilitate evidence exchange; determinations are only made where the facts are objective and verifiable.

10. Refund method and timing

10.1. Approved refunds are processed back to the original payment method via the Payment Processor, unless legally required otherwise.

10.2. Refund processing times vary by bank/payment method. Nuento will initiate approved refunds promptly after conclusion of an objective-case investigation or confirmation of Supplier cancellation.

11. Chargebacks and payment disputes

11.1. If a Customer initiates a chargeback, the dispute will be handled under the Payment Processor’s rules. The Customer may be asked to provide evidence.

11.2. Where a chargeback is raised before Annex A concludes, Nuento may pause the Annex A process pending the chargeback outcome.

12. Final notes

12.1. Platform payment purposes only. Any Nuento determination in an objective case is made solely for Platform payment administration (e.g., refunds, payout adjustments).

12.2. No waiver of rights. This Annex A does not waive or limit any statutory consumer rights.