Yes, in full. The refund is issued when the order is cancelled and normally shows on your card within 5–10 working days.
What if the supplier doesn't turn up?
Customer · Updated yesterday
Contents
🛡️ If the supplier doesn't deliver, you don't pay. Everything you have paid is refunded in full, and the supplier is not paid. Your money is held by Nuento until after your event, so it is never in the supplier's hands.
It is the fear behind every first booking: you have paid, the guests are arriving, and no van appears. It is rare, and the way a Nuento booking is set up is designed so that it costs you nothing if it does happen.
Why it is rare
Every booking is accepted personally by the supplier. Nothing is confirmed until they have looked at your date, address and order and said yes.
The whole agreement is in writing. Menu, guest count, serving time, address and price are all on the order. Nothing rests on a phone call.
You have a named contact. After acceptance you see the supplier's service manager and their phone number on your order page, and you can message them directly.
The conversation happens on the order, and both sides are notified. Every order has its own chat. When you write, the supplier is emailed; when they write, you are. Nothing depends on one person remembering to check an inbox, and the exchange stays on the order where we can see it if you need us to step in.
We prompt the conversation before the day. Ahead of your event we email you the supplier's own answers to the practical questions their listing covers, with a button that opens the chat with them. Ten days before, we remind you to message the supplier if the two of you have not spoken yet. It is the nudge that catches the details, access, parking, power, timings, while there is still time to sort them out.
Suppliers keep their calendars up to date, and declining or cancelling bookings affects where they appear in search results. They have every reason to show up.
Almost every problem we see was visible days earlier as silence: a supplier who never confirmed the access details, or a customer who assumed something that was never agreed. Keeping the conversation in one place, and prompting it before the day, is how most of those turn into a two-line exchange instead of a bad Saturday.
Before the event
The supplier declines your booking
It is almost always the date: their calendar was not quite up to date, or another booking for the same day landed first. It is never your address — you can only book a supplier who has said they cover your postcode, which is checked before you reach the payment page.
Nothing has been charged, because your card is only saved when you book. You are told straight away, and our team helps you find another supplier for your date, often a better fit.
The supplier cancels after accepting
Everything you have paid is refunded in full. The refund is issued when the order is cancelled and normally shows on your card within 5–10 working days. We help you find a replacement for your date, and the cancellation counts against the supplier.
You can't get hold of the supplier
You have two ways to reach them, and both are on your order page. The chat keeps everything in writing, which is what you want for menus, timings and access details, and suppliers usually reply within 24 hours — you get an email when they do. Their phone number is there too, right next to their name, so you can simply ring them if it is quicker or the event is close.
If you have tried both and still hear nothing as the day approaches, write to us. We contact the supplier on our side and, if needed, start looking for an alternative before the day.
On the day
Running late happens — traffic, a slow set-up — and in most cases the supplier rings you themselves to say so and give you a new time. They have your number from the order, and letting the host know is part of the job.
If serving time is approaching and you have not heard anything, call them on the number on your order page. A phone call usually settles it.
If the supplier does not turn up at all, message us right away with your order number, via live chat or email. You receive a full refund of everything you have paid, and the supplier is not paid. You do not have to argue your case with the supplier first.
After the event
Sometimes the supplier turns up but something is wrong: fewer covers than ordered, food that was not as described, or service that started far too late. Write to us as soon as possible after the event, ideally within 48 hours, and include photos if you have them. We take it up with the supplier and agree what is fair. The sooner we hear from you, the more we can do.
How to reach us
Live chat is the quickest way, and it is open around the clock: our assistant answers first and hands over to the team when it cannot help. You can also email contact@nuento.co.uk. Our response hours are shown in the footer of every page.
Book with the protection built in
Payment held until you have been served, free cancellation until 7 days before, and someone to write to if anything goes wrong.