Annex A – Refund & Mediation Policy for Suppliers

1. Purpose

1.1 This Annex sets out how Nuento, acting as the Supplier’s commercial agent, handles refunds, withholding of payouts and limited mediation in objective cases such as Supplier no-shows or late cancellations.

1.2 The Annex clarifies Nuento’s role as a neutral payment intermediary and mediator in objectively verifiable situations, and confirms that Nuento does not take on the Supplier’s substantive obligations under the Booking Contract.

2. Nuento’s Role

2.1 Nuento acts as a neutral payment intermediary with decision-making powers only in objective, verifiable cases defined in section 3.

2.2 Nuento does not assess subjective experiences or quality issues (such as taste, service, style, atmosphere or minor delays) and does not decide disputes that depend on judgement or opinion.

2.3 Nuento’s mediation activities are solely aimed at facilitating an amicable resolution on behalf of the Supplier and do not amount to Nuento assuming any independent duty to resolve the dispute. The Supplier remains the responsible party in the Customer contract.

2.4 Nuento does not represent the Customer in disputes and at no point acts as an agent for the Customer. All actions under this Annex are carried out as a disclosed agent for the Supplier, even where Nuento communicates directly with the Customer.

3. Objective Refund Criteria

3.1 A refund or withholding of payouts under this Annex can only take place where one of the following objective situations is documented:

a. No-show – the Supplier does not attend at the agreed time and place, and this can be verified (e.g. photos, communication logs, GPS or system data); or

b. Late cancellation by the Supplier – the Supplier cancels the order later than allowed under the applicable Supplier Terms and cancellation policy, without documented force majeure.

3.2 All other issues – including disagreements about taste, portion sizes, quality, timing (other than complete non-attendance), equipment, presentation or service level – fall outside Nuento’s decision-making competence. Nuento may at most act as a contact point without making a binding decision.

4. Process and Authority

4.1 When Nuento receives a complaint, it first assesses whether the case falls within the objective criteria in section 3.

4.2 If the case meets the criteria, Nuento may, on behalf of the Supplier:

a. stop or withhold payouts in Stripe or equivalent systems;

b. issue a credit note in the Supplier’s name and on the Supplier’s behalf; and

c. refund the Customer directly through the original payment method.

4.3 Any refund or credit note processed under this Annex is issued by Nuento in the Supplier’s name and authority and is deemed to be carried out on the Supplier’s behalf.

4.4 The Supplier is informed promptly and may submit objections or documentation within 7 days of being notified.

4.5 Nuento’s decision in objective cases is final for Platform payment purposes, meaning Nuento and the payment provider will implement that decision in terms of payments and payouts. This is an administrative conclusion for the purpose of facilitating payment and does not make Nuento a party to the underlying dispute between Customer and Supplier. It is without prejudice to the Customer’s and Supplier’s contractual and statutory rights against each other.

5. Communication and Timelines

5.1 The Supplier must respond to Nuento’s enquiries in refund cases within 24 hours.

5.2 Lack of timely response may result in temporary withholding of payouts and may affect Supplier status.

5.3 Nuento aims to resolve objective cases as quickly as reasonably possible, typically within a few working days, provided adequate documentation is available.

6. Financial Adjustments and “Compensation”

6.1 Where Nuento refunds a Customer under this Annex, the refund is treated as a payment made on the Supplier’s behalf.

6.2 Nuento may set off the refunded amount and related costs (including chargeback fees and reasonable administrative costs) against the Supplier’s current or future payouts.

6.3 For the purposes of the Supplier Terms and this Annex, any “compensation” (such as goodwill gestures, alternative arrangements or payments for inconvenience) provided by Nuento to a Customer in connection with a booking shall be deemed made on the Supplier’s behalf and with the Supplier’s authorisation, unless expressly stated otherwise in writing. Nuento may recover such compensation from the Supplier via set-off in payouts.

7. Relationship with Customers

7.1 Nuento does not act as Customer’s representative in disputes. Nuento functions as a technical and administrative contact point in objective cases and, in subjective cases, at most as a communication channel.

7.2 Customers are informed of the outcome once the case has been assessed and decided.

7.3 Customers remain free to pursue any legal remedies they may have against the Supplier, irrespective of Nuento’s administrative decision under this Annex.

8. Changes to this Annex

8.1 Nuento may amend this Annex with 30 days’ notice to Suppliers, unless a shorter period is required to ensure compliance with law or payment provider rules.

8.2 Updated versions will be made available on Nuento’s legal pages and/or in the Supplier dashboard.

This Annex forms an integral part of the Supplier Terms.