Annex B – Payment, Cancellations and Changes (Own Orders)

1. Purpose

1.1 This Annex sets out the cancellation policies and payment models the Supplier may choose for own orders created via Supplier-specific flows (app, direct link, QR code, etc.).

1.2 The chosen policy must be shown clearly to the Customer at the time of booking and forms the basis for any refunds, changes and cancellations.

2. General Principles

2.1 Order changes. The Customer may always request changes to their order (number of guests, timing, menu, etc.) up to 7 days before the event date. The Supplier shall use reasonable endeavours to accommodate such changes but is not obliged to do so where they would materially increase scope or create logistical difficulties.

2.2 Force majeure and Supplier illness. In cases of documented force majeure or serious illness affecting the Supplier, both parties may cancel the Booking Contract without liability, in line with the main Supplier Terms. Any refunds will be handled by the Supplier or via Nuento where agreed.

2.3 Communication. Changes and cancellations must be made in writing via Nuento’s systems, email or another verifiable channel. The time at which the Supplier (or the system) receives the notice determines which policy applies.

2.4 Fairness towards consumers. These policies are designed to reflect the Supplier’s reasonable losses and the possibility of re-selling the date. For consumer bookings, Nuento may require the Supplier to apply a more lenient outcome, or to deviate from the chosen policy in individual cases, where strict application would in Nuento’s reasonable opinion be unfair or unlawful under the UK Consumer Rights Act 2015 or relevant guidance (e.g. CMA advice on venue cancellation terms).

2.5 The Supplier must not impose additional “non-refundable” terms on Nuento bookings beyond what follows from the policies in this Annex, unless expressly agreed with Nuento in writing.

3. Choice of Cancellation Policy (Own Orders)

3.1 The Supplier may choose one of the following cancellation policies for its own orders:

• Policy A – Flexible
• Policy B – Standard
• Policy C – Restrictive

3.2 The choice is made in the Supplier control panel and can be changed with forward-looking effect.

Policy A – Flexible

• Free cancellation: Up to 7 days before the event date.
• No refund: For cancellations less than 7 days before the event date.
• Order changes: Possible up to 7 days before the event date, subject to capacity. The Supplier may voluntarily accept changes after this cut-off.

This policy mirrors Nuento’s standard marketplace terms and is suitable for most Suppliers.

Policy B – Standard

• Free cancellation: Up to 14 days before the event date.
• Partial refund: For cancellations between 14 and 7 days before the event date, 50% of the order amount is refunded.
• No refund: For cancellations less than 7 days before the event date.
• Order changes: Possible up to 7 days before the event date, subject to capacity. The Supplier may voluntarily accept changes after this cut-off.

Recommended for Suppliers with moderate planning needs or external costs.

Policy C – Restrictive

• Free cancellation: Up to 30 days before the event date.
• Partial refund: For cancellations between 30 and 14 days before the event date, 50% of the order amount is refunded.
• No refund: For cancellations less than 14 days before the event date.
• Order changes: Possible up to 14 days before the event date, subject to capacity. The Supplier may voluntarily accept changes after this cut-off.

Recommended for Suppliers with high planning intensity, large up-front purchases or external staffing (e.g. large buffets, whole-animal roasts, sizeable events).

4. Payment Models and Instalments

4.1 The Supplier may choose whether Customer payment is collected in two instalments or as a single payment, depending on booking horizon and Supplier preference.

Model 1 – Two instalments

• Instalment 1: Paid when the Supplier accepts the order.
• Instalment 2: Paid at the time when the order can no longer be cancelled free of charge under the chosen cancellation policy.

Instalment 1 is non-refundable, unless the Supplier voluntarily decides to refund it (for example as a goodwill gesture). This instalment primarily functions as a commitment fee and to cover payment processing costs.

This model is recommended for longer booking horizons where the Supplier wishes to secure the Customer’s commitment early.

Model 2 – Single payment

The entire order amount is paid at the time when the order can no longer be cancelled free of charge under the chosen cancellation policy.

This model is recommended for Suppliers who wish to avoid pre-payments and potential refunds.

4.2 The chosen payment model must be made clear to the Customer at the time of booking.

4.3 Nuento (and its payment provider) handles collection and payout of both instalments on behalf of the Supplier, in accordance with the main Supplier Terms and Stripe’s rules.

5. Refunds and Payouts

5.1 Any refunds under the chosen cancellation policy are processed via Nuento to the Customer’s original payment method, unless the Supplier handles the payment entirely outside Nuento (which requires Nuento’s prior written consent).

5.2 Refunds typically take a few banking days from the time they are approved but may take up to 10 banking days depending on payment provider processing times.

5.3 Nuento reserves the right, acting as the Supplier’s agent, to withhold payouts in cases where there is uncertainty about the correct handling of a cancellation or refund, or where an objective dispute under Annex A is pending.

6. Changes to this Annex

6.1 Nuento may adjust or supplement the available cancellation and payment policies in order to ensure transparency, legal compliance and consistent customer handling. Changes will take effect with 30 days’ notice to the Supplier.

This Annex forms an integral part of the Supplier Terms.