Terms and Conditions for Customers

These Terms and Conditions (“Customer Terms”) apply to customers in the United Kingdom who use Nuento’s website, apps and related services (together, the “Platform”) to find and book catering, drinks, staffing and other event services.

If you are a consumer, nothing in these Customer Terms affects your mandatory statutory rights under UK law (including the Consumer Rights Act 2015).

Key points

• Marketplace model: Nuento is an online marketplace. Your contract for the event services is with the Supplier, not with Nuento.
• Agency role: Nuento provides the Platform and (where applicable) acts on behalf of the Supplier to help form your booking and to accept payment through our payment partner.
• Pay once through the Platform: If your payment is successfully processed through the Platform, you should not pay the Supplier again for the same booking. If a Supplier asks you to pay again, contact us.
• Cancellation (standard marketplace bookings): Free cancellation until 7 days before the Event Date. After that, refunds are limited and mainly governed by Annex A and any mandatory rights.
• No 14‑day cooling‑off for date-specific event services (typical): Because these are date-specific event services, the usual 14‑day “cooling‑off” cancellation right generally does not apply.
• Problems: Contact us within 72 hours after the Event Date so we can investigate and, where relevant, administer Annex A.

1. About Nuento and what we do

1.1. Who we are. Nuento Denmark ApS (CVR 39000725) (“Nuento”, “we”, “us”) operates an online marketplace where independent suppliers offer event services to private and business customers (each a “Customer”, “you”).

1.2. What these Customer Terms cover. These Customer Terms govern:

• your access to and use of the Platform, and
• the digital service provided by Nuento (the “Platform Service”).

1.3. Supplier Services and Booking Contract (important). The event services you book (food, drinks, bar service, staffing, equipment and other event services) (the “Supplier Services”) are supplied by the independent supplier you choose (the “Supplier”). When a booking is confirmed, a legally binding contract for Supplier Services (the “Booking Contract”) is formed between you and the Supplier.

Nuento is not a party to the Booking Contract and is not the supplier of the Supplier Services.

1.4. Supplier details and pre‑contract information. Before you place a booking, we will display:

• the Supplier’s business identity and contact details (including, where provided to us, their legal/trading name and address), and
• key booking information (service description, date/time, location, and the total price including any mandatory charges/taxes).

If any of this information is missing or unclear, contact us before booking.

1.5. Confirmation in durable form. Your order confirmation will include the Supplier identity and key booking details (and, where available, the Supplier’s contact details) so you can reach the Supplier on the day.

Scope note. These Customer Terms apply to standard marketplace bookings placed through Nuento’s general checkout. For supplier-created / direct-link / QR bookings, the applicable cancellation policy and any additional terms are those shown in that supplier-specific booking flow and in your confirmation.

2. Definitions

• Platform: Nuento’s marketplace (including any UK-facing domain and apps).
• Platform Service: the digital service provided by Nuento (search, listing pages, messaging, booking flow, payment facilitation, customer support and related features).
• Supplier: the business that offers and performs the Supplier Services (and may perform using its staff or subcontractors).
• Order / Booking: a booking confirmed via the Platform, including the selected services, quantities, add-ons, location, date and time.
• Booking Contract: the contract for Supplier Services formed between you and the Supplier when the Supplier confirms the booking.
• Event Date: the specific date/time (or period) on which Supplier Services are to be delivered/performed.
• Payment Processor / PSP: the regulated payment service provider used to process payments on the Platform (currently Stripe group entities, as applicable).
• Annex A: “Refund & Mediation Policy”, a structured process administered by Nuento to help handle certain disputes between Customer and Supplier for Platform payment purposes.
• Consumer: an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.
• Business Customer: a Customer who is not a Consumer.

3. Nuento’s role (marketplace + agency)

3.1. Marketplace. The Platform is a marketplace where Suppliers list Supplier Services. Suppliers control their listings, availability, and the prices they offer.

3.2. What we do (plain English). Nuento provides the Platform Service and helps you place bookings with Suppliers. In particular, Suppliers authorise Nuento to:

• transmit your booking request to the Supplier and receive the Supplier’s acceptance/confirmation; and
• accept and process payment for the Supplier through the Payment Processor (see section 7).

3.3. Who you contract with. Your Booking Contract for Supplier Services is with the Supplier. Claims about quality, delay, shortages, food safety, performance and delivery of Supplier Services should be addressed to the Supplier in the first instance, with Nuento assisting under Annex A where applicable.

3.4. Payments and “no financial agency” for the Customer.

• Payments are processed via the Payment Processor.
• Nuento does not provide regulated payment services and does not hold customer funds as a bank; payments are handled through the Payment Processor’s regulated payment flows.
• Nuento acts only on behalf of the Supplier (payee) in relation to accepting payment and does not act on behalf of the Customer (payer) in relation to payment.

3.5. Pay once through the Platform (discharge of payment obligation). Suppliers who use the Platform agree (under their contract with Nuento) that when you pay through the Platform via the Payment Processor, that payment is treated as payment to the Supplier for that Booking. This means you should not be asked to pay the Supplier again for the same Booking. If a Supplier claims they have not received payment, you must not pay again without contacting us.

3.6. Invoices. Where invoicing is available, invoices are issued in the Supplier’s name (and, where relevant, on the Supplier’s behalf). Any fee charged by Nuento (if applicable) will be shown separately at checkout.

4. Accounts, communications and marketing

4.1. You may place an order as a guest or via an account. You are responsible for keeping your contact details accurate.

4.2. We and/or the Supplier may contact you by email, phone or SMS regarding confirmations, practical arrangements, invoices, payment reminders and service updates.

4.3. Platform messaging and contact details. To protect Customers and Suppliers and to prevent fraud/off-platform circumvention, we may provide a messaging feature and may technically limit or redact direct contact details in Platform messages until a booking is confirmed.

4.4. Marketing. Marketing messages (newsletters, promotions) will only be sent where we have a lawful basis to do so (e.g., your consent, or another basis permitted under applicable UK privacy/marketing rules). You can opt out at any time using the link in the message or by contacting support.

5. Booking, availability and delivery

5.1. Confirmation. The Platform shows services that can be filtered by location and date. The Supplier controls availability. A booking becomes binding when the Supplier confirms the order on the Platform (or you receive confirmation).

5.2. Times. Delivery/performance times are estimates unless expressly agreed in the Booking Contract. Traffic, weather and access conditions may affect arrival.

5.3. Accurate event details. You must provide accurate event details (address, access, parking/loading, power requirements, timing, and contacts).

5.4. Permits and permissions. You are responsible for obtaining any permits/permissions required for the event venue and event operation. The Supplier is responsible for its own licences/permissions relevant to its business operations and, where applicable, responsible service obligations.

6. Prices, fees and transparency

6.1. Prices and VAT. Prices shown on the Platform will be presented clearly before checkout. Where VAT applies, it will be shown in a way that makes clear whether prices are VAT-inclusive or VAT-exclusive (especially relevant where you book as a business).

6.2. How Nuento is funded. The Platform is typically funded via a Supplier-paid platform fee. By using the Platform you acknowledge that Nuento may receive such a fee from the Supplier in connection with your Booking. Nuento never charges the Customer any service fee.

6.3. Total price and add-ons. You will see the total price (including any mandatory charges) before placing your order. Optional add-ons will be clearly identified.

7. Payment and invoicing

7.1. Prepayment. Customers generally pay in advance via the Payment Processor. Payment may be split into instalments (e.g., deposit + balance) where shown at checkout.

7.2. Cards and instalments. If instalments apply, you authorise the Payment Processor to take future instalments automatically on the dates shown at checkout.

7.3. Invoices (business customers). Where invoice payment is offered, invoice timing and due dates will be shown in the checkout/order confirmation.

7.4. Security and chargebacks. Card payments are handled by the Payment Processor under applicable security standards. We do not store your full card details. Chargebacks may trigger a dispute process under Annex A and may require documentation from you.

7.5. Failed or late payment. If payment fails, we may send a payment link and reminders. If payment is not completed, the Supplier may request cancellation of the booking and Annex A will apply.

7.6. Refunds. Approved refunds are returned to the original payment method unless otherwise required by law or agreed.

8. Changes, cancellation and refunds

8.1. Change requests. You may request changes (e.g., headcount, time, location, menu) up to 7 days before the Event Date. Minor changes may be accepted automatically, while material changes require Supplier approval. Price adjustments are settled through the Platform.

8.2. Customer cancellation (standard policy). For standard marketplace bookings, you may cancel free of charge up to 7 days before the Event Date for a full refund.

8.3. Late cancellation. Cancellation later than 7 days before the Event Date normally does not entitle you to a refund, unless:

• Annex A applies,
• you have mandatory statutory rights, or
• a force majeure situation applies.

8.4. No 14-day “cooling-off” right for date-specific event services (important). Where Supplier Services are booked for a specific date or period (typical for events/catering), the statutory 14-day cancellation right that can apply to distance contracts generally does not apply. We will highlight this at checkout and in your confirmation.

8.5. How to cancel/change. All changes and cancellations must be made via the Platform (order page) or by contacting support. Refunds are typically processed within a reasonable time after approval (processing time can depend on your bank/payment method).

9. Supplier cancellation, no-show, material changes

9.1. Suppliers should not cancel confirmed bookings without valid reason. If the Supplier cancels, you will receive a full refund and we may help you find an alternative Supplier.

9.2. Nuento may apply Annex A (including withholding Supplier payout where applicable) to facilitate a fair resolution. Annex A is not a court decision and does not remove your right to pursue legal remedies.

9.3. If a Supplier proposes a material change (e.g., different unit/vehicle, major time shift), you may reject the change and receive a full refund (subject to Annex A).

10. Your obligations on the day

10.1. You must ensure:

• access for the Supplier (and any required passes/permissions),
• sufficient space at the venue,
• required power (or a booked generator) and safe connection points, and
• that the venue permits the booked setup.

If Supplier Services cannot be performed due to missing conditions, this may be treated as late cancellation (subject to Annex A and proportionality).

10.2. Your nominated contact must be reachable from 2 hours before and throughout service.

10.3. Where alcohol is served, you are responsible as event organiser for the event framework (entry rules, age policy, order/security), while the Supplier is responsible for lawful service practices and age checks where applicable.

11. Allergens, diets and special requests

11.1. Many Suppliers can accommodate common allergens/diets if informed during booking and no later than 7 days before the Event Date. Very extensive or late changes may be refused or incur additional cost.

11.2. The Supplier may refuse requests that cannot be delivered safely.

12. Reviews and moderation

12.1. After completion, you may be invited to leave a review. Reviews may be public. We moderate reviews under objective guidelines (e.g., removing defamatory content or content unrelated to the order).

12.2. Where we reasonably suspect fake or manipulated reviews, we may request proof of participation/purchase and remove the review if not substantiated.

12.3. By submitting a review, you grant Nuento a non-exclusive licence to use, display and (where relevant) anonymise the review for marketing and public display.

12.4. Honest reviews only. You must not submit reviews that are false, misleading, incentivised without disclosure, or intended to manipulate ratings. We may remove such reviews and take appropriate action (including account suspension in serious cases).

13. Misuse of the Platform

13.1. You must not misuse the Platform (fraud, spam, circumventing payment flows, unauthorised access attempts, review manipulation, harassment).

13.2. We may suspend or close accounts for serious misuse and may report suspected illegal activity to relevant authorities.

13.3. Off-platform circumvention. If you attempt to bypass the Platform’s booking/payment flows after using the Platform to find or engage a Supplier (for example, to avoid platform fees), you may cause Nuento loss. Where permitted by law, we may seek to recover our reasonable costs and losses resulting from the circumvention and may restrict further use of the Platform.

14. Data protection and privacy

14.1. Nuento (Platform operation) and the Supplier (order fulfilment) typically act as independent controllers for personal data they each process. We share only what is necessary to fulfil the booking and comply with legal requirements (e.g., invoicing).

14.2. Suppliers may use Customer contact details only for matters directly related to the Booking. Suppliers must not use Customer data for unrelated marketing unless they have a lawful basis to do so.

14.3. Suppliers must delete or anonymise Customer personal data when it is no longer needed for booking fulfilment, compliance (e.g., accounting/tax) or legitimate legal purposes (e.g., handling disputes).

14.4. For privacy questions, contact support@nuento.dk and mark your message “Privacy”.

15. Liability and disclaimers

15.1. Supplier responsibility. The Supplier is responsible for providing the Supplier Services and for all obligations under the Booking Contract. We act solely as an intermediary; we do not provide or supervise the Supplier Services, and therefore we cannot accept liability for their quality or performance.

15.2. Nuento’s responsibility for the Platform Service. We will provide the Platform Service with reasonable care and skill. Nothing in these Customer Terms excludes or limits liability that cannot legally be excluded (including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation).

15.3. If you are a Consumer. If we fail to comply with these Customer Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Customer Terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable. This does not affect your statutory rights.

15.4. If you are a Business Customer. To the fullest extent permitted by law:

• we are not liable for indirect or consequential loss, loss of profit, loss of revenue, loss of business, business interruption, or loss of goodwill; and
• our total aggregate liability to you arising out of or in connection with the Platform Service and these Customer Terms is limited to the greater of £1,500 and the total amount you paid for the relevant Booking giving rise to the claim.

15.5. Supplier insurance. Suppliers are required to maintain appropriate licences and insurance for their activities. Any claims for injury, damage or loss caused during performance of Supplier Services should be directed to the Supplier in the first instance. Nuento may assist in providing Supplier details where appropriate.

16. Force majeure

16.1. No party is liable for delay or failure caused by events outside reasonable control (e.g., extreme weather, government restrictions, strike, war, fire, widespread outages).

16.2. Obligations are suspended during force majeure. Refund outcomes may depend on circumstances and Annex A, and mandatory consumer rights are not affected.

17. Changes to these Customer Terms, and ranking/advertising transparency

17.1. Material changes will be notified at least 30 days before taking effect and will not apply to already confirmed bookings unless required by law or necessary for security/compliance.

17.2. Minor changes (clarifications, formatting, non-material feature updates) may be made without notice.

17.3. How search results are ranked. Results on the Platform are generally ranked using factors such as (non-exhaustive):

• relevance to your search and event requirements,
• availability for your dates/location,
• Supplier responsiveness/acceptance rate,
• quality signals such as customer reviews and fulfilment history.

17.4. Sponsored/paid placements. Where listings are promoted due to paid advertising or commercial arrangements, this will be labelled clearly (e.g., “Sponsored”, “Ad”, “Featured”) where applicable.

17.5. Acceptance of updates. By continuing to use the Platform after updated Customer Terms take effect, you agree to the updated Customer Terms (except that updated terms will not apply to already confirmed bookings as set out in 17.1).

18. Governing law and disputes

18.1. These Customer Terms are governed by the laws of England and Wales.

18.2. If you are a consumer and live in Scotland or Northern Ireland, you may also be able to bring proceedings in your local courts, and your mandatory local consumer protections remain unaffected.

18.3. We encourage resolving disputes using Annex A first, but Annex A does not remove your right to bring a claim in court.

18.4. If you are a Business Customer, the courts of England and Wales will have exclusive jurisdiction over any dispute or claim arising out of or in connection with these Customer Terms.

19. Intellectual property

19.1. All content on the Platform (text, images, logos, software) belongs to Nuento or partners. You receive a limited, non-transferable licence to use the Platform in accordance with these Customer Terms.

19.2. The following Annexes form an integral part of this Agreement:

Annex A — Refund & Mediation Policy