Because there is none. We only verify and save your card when you book. The first charge happens when the supplier accepts your booking, and you receive an email when it does.
When are you charged, and where is your money until the event?
Customer · Updated yesterday
Contents
💳 Nothing is taken when you book. Your card is verified and saved. The first charge happens when the supplier accepts your booking, and the balance is charged 7 days before your event.
Booking catering for an event is a bigger commitment than most online purchases, so it is fair to want to know exactly when money leaves your account. This article walks through every step, from the moment you place the booking to the day the supplier is paid.
Step by step
You place your booking. You enter your card details on the payment page. We verify the card and save it for later. No money is taken and nothing is reserved. Your bank may ask you to confirm the card with 3-D Secure; that is a check, not a charge.
The supplier accepts, usually within 24 hours. If your event is more than 9 days away, we charge instalment 1 now. It is a small part of the total, and the exact amount is shown on the payment page as "Instalment 1 · Pay on approval". If your event is 9 days away or less, the full amount is charged now instead.
7 days before your event, instalment 2, which is the rest of the total, is charged automatically to the same card. The date is shown at checkout and on your order page, so it never comes as a surprise.
After your event, the money is released to the supplier.
Why the supplier is not paid up front
Your agreement is with the supplier, but the payment goes through Nuento. We hold the payment and release it to the supplier after your event has taken place. That is what makes it possible to refund you in full if the supplier cancels or does not deliver, and it is why a supplier should never ask you to pay them directly.
If the supplier declines your booking
Nothing has been charged, so there is nothing to refund. You will be told straight away, and our team will help you find an alternative for your date.
If a charge fails
If a card has expired or been blocked by the time instalment 2 is due, we email you with two options: update your card and we retry the charge, or pay the amount by bank transfer using the details in the message. Please do not pay the supplier directly; a payment made outside Nuento is not registered on your order.
If you change your order
If a change makes the total higher, for example more guests or an extra add-on, you receive a separate invoice for the difference with a payment link. We do not charge your saved card automatically for changes; you complete that payment yourself. If a change makes the total lower, the difference is refunded, or deducted from the balance if it has not been charged yet.
If you cancel
You can cancel free of charge until 7 days before your event. Everything you have paid is refunded to the same card, normally within 5–10 working days. After the deadline the order is binding. See Cancellations, changes and refunds for the details.
Booking as a business
Businesses pay by card in the same way. At checkout you can enter your company registration number, and we fill in the company name and address from Companies House. The field is optional, and you do not need a VAT number to book. Receipts and invoices are sent to the invoice email you give us, so your finance team gets them directly.
At a glance
| Event more than 9 days away | Event within 9 days | |
|---|---|---|
When you book | Card verified and saved, nothing charged | Card verified and saved, nothing charged |
When the supplier accepts | Instalment 1, a small part of the total, is charged | The full amount is charged |
7 days before the event | Instalment 2 (the rest) is charged | — |
After the event | Supplier is paid | Supplier is paid |
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