Cancellation, Rescheduling & Refund Policy

1. Purpose and Scope

This Cancellation, Rescheduling & Refund Policy ("Policy") governs bookings and related transactions initiated through the Venuefy website, mobile application, authorised representatives, WhatsApp, payment links, email or any other channel formally operated by Venuefy.

Venuefy™ is owned and operated by Amazonis IT Services Pvt. Ltd. ("Venuefy", "we", "us" or "our"). By requesting a booking, making a payment, accepting a quotation or confirming an event, the customer ("Customer" or "you") agrees to this Policy, Venuefy's Terms and Conditions, the booking confirmation and the applicable Venue Partner terms.

2. Definitions

Booking Confirmation: the final written confirmation, invoice, quotation, payment receipt, agreement or electronic record identifying the venue, event date and accepted commercial terms.

Customer: the person or entity requesting, paying for, attending or benefiting from the booking.

Platform Fee: any convenience, assistance, processing, service, documentation or facilitation fee charged by Venuefy.

Venue Partner: an independently owned or operated venue, vendor or service provider listed, introduced or booked through Venuefy.

Venue-Specific Terms: the cancellation, rescheduling, refund, payment and event conditions issued for a particular Venue Partner or booking.

3. Venuefy's Limited Role

Venuefy operates as a discovery, enquiry, communication and booking-facilitation platform. Unless expressly stated in a signed writing issued by Amazonis IT Services Pvt. Ltd., Venuefy does not own, lease, control, manage or operate a Venue Partner and does not act as the Venue Partner's insurer or guarantor.

Each Venue Partner remains independently responsible for:

Availability and acceptance of the booking;

Accuracy of venue information, pricing, capacity, licences and representations;

Quality, safety, legality and delivery of all venue and event services;

On-ground operations, staff, food, decor, equipment, parking and third-party vendors; and

Cancellation, rescheduling, refund and compensation obligations arising from services under its control.

4. Order of Precedence and Acceptance

For each booking, the following documents will apply in descending order of specificity: (a) a signed booking agreement or Booking Confirmation; (b) Venue-Specific Terms disclosed before payment; (c) this Policy; and (d) Venuefy's general Terms and Conditions. A more specific written term will prevail over a general term only for that booking.

Acceptance may be recorded through a signature, OTP, checkbox, click-wrap acceptance, payment, email, WhatsApp confirmation or other electronic action reasonably showing consent. Venuefy may retain the applicable policy version, timestamp, device or transaction data and communications as evidence of acceptance, subject to applicable privacy law.

5. Booking Formation and Date Blocking

An enquiry, tentative hold, quotation or payment request is not a confirmed booking unless the Venue Partner has accepted the booking and a Booking Confirmation has been issued. Venue availability may change until confirmation.

A token or advance may be used to block the event date. Unless the Booking Confirmation expressly states otherwise, the token may become non-refundable after the Venue Partner accepts and blocks the date, subject to applicable law. Failure to pay the balance or provide required information within the agreed timeline may cause the hold or booking to expire without liability to Venuefy.

6. How to Request Cancellation

The Customer must submit a cancellation request through an official Venuefy support channel and include:

Booking ID and registered Customer details;

Venue Partner name and event date;

Reason for cancellation;

Payment proof; and

Supporting documents where the Customer relies on exceptional circumstances.

A request is effective only when received through an official channel. Acknowledgement of receipt does not constitute acceptance of cancellation or approval of a refund. The effective cancellation date is the date on which the complete request is received, unless the Booking Confirmation provides otherwise.

7. Customer-Initiated Cancellation

Where the Customer cancels, refund eligibility and deductions will be determined by the Venue-Specific Terms, the stage of booking, the time remaining before the event, amounts already committed or transferred, and applicable law.

Unless the Booking Confirmation expressly provides otherwise:

The token, date-blocking amount or booking fee may be non-refundable after acceptance by the Venue Partner;

Venuefy cannot guarantee recovery of money already paid or transferred to a Venue Partner or third party;

Platform Fees and payment-processing costs may be non-refundable to the extent permitted by law;

Costs already incurred or irrevocably committed for food, decor, staff, inventory, vendors or event preparation may be deducted;

Promotional discounts, credits, cashback, coupons and complimentary benefits may be reversed; and

No refund will ordinarily arise solely because of a change of plan, budget, guest count, preference, personal schedule, failure to attend or failure to obtain Customer-controlled permissions.

8. Rescheduling

Rescheduling is not automatic and requires written approval from the Venue Partner. Approval may be subject to availability, revised rates, seasonal differences, taxes, vendor costs, administrative charges and a deadline for selecting the new date.

Until written rescheduling confirmation is issued, the original event date and payment obligations remain effective. If the requested date is unavailable, the request may be treated as a Customer-initiated cancellation. Amounts paid for one Venue Partner cannot automatically be transferred to another Venue Partner. A rescheduled booking may be non-refundable if this is disclosed and accepted in writing.

9. Cancellation or Non-Performance by Venue Partner

If a Venue Partner cancels a confirmed booking or cannot provide the contracted service, that Venue Partner remains responsible for the refund, replacement or other remedy required by the Booking Confirmation and applicable law.

Venuefy may use reasonable efforts to facilitate communication or identify an alternative venue, but does not guarantee equivalent availability, location, facilities, services, pricing or confirmation. Unless required by applicable law or caused by Venuefy's own breach, Venuefy is not responsible for any price difference or consequential expense associated with an alternative booking.

If an eligible amount remains in Venuefy's possession and has not been transferred or irrevocably committed, Venuefy may process that amount after verification. If funds have already been transferred to the Venue Partner, processing may depend on recovery from that Venue Partner. This does not affect rights that cannot legally be excluded.

10. No-Show, Customer Default and Event Violations

A booking may be treated as a no-show or Customer default where the Customer fails to attend, pay on time, provide accurate information, obtain Customer-controlled permissions, follow lawful venue rules, observe capacity limits, or comply with the confirmed event scope.

Subject to the Booking Confirmation and applicable law, the booking may be cancelled without refund and the Customer may remain responsible for unpaid charges, property damage, penalties or documented losses caused by the Customer, guests, invitees or Customer-appointed vendors.

11. Force Majeure

Neither Venuefy nor a Venue Partner will be liable for delay or failure caused by events beyond reasonable control, including natural disasters, fire, flood, severe weather, epidemic, pandemic, war, terrorism, civil unrest, strikes, government orders, curfew, transport disruption, utility failure or similar events.

The parties should first attempt rescheduling. Any refund will depend on the Venue-Specific Terms, amounts recoverable, unavoidable costs already incurred and applicable law. Force majeure does not automatically create a right to a full refund where services, materials or third-party commitments have already been supplied or irrevocably incurred.

12. Refund Calculation

An approved refund may be reduced by amounts permitted under the Booking Confirmation and applicable law, including:

Venue Partner cancellation charges;

Non-refundable token or date-blocking amounts;

Services already performed and documented expenses already incurred;

Third-party commitments and vendor charges;

Platform Fees and payment gateway or banking charges;

Taxes, withholding and statutory deductions; and

Previously granted discounts, credits, cashback or promotional benefits.

Venuefy will not be required to refund more than the amount actually received and retained by Venuefy for the disputed booking, except where applicable law requires otherwise. Any goodwill credit or discretionary payment will not constitute an admission of liability or a precedent for another claim.

13. Refund Method and Timeline

After final approval and, where relevant, receipt of the refundable amount from the Venue Partner, Venuefy will ordinarily initiate the refund to the original payment method. Venuefy may use another verified method where the original method is unavailable or where compliance checks require it.

Refunds are generally reflected within 7-10 business days after initiation. Banks, card issuers, UPI providers and payment gateways may require additional time. Venuefy is not responsible for delay caused by a financial institution, compliance review or incorrect payment information supplied by the Customer.

A refund will be treated as initiated when Venuefy issues a valid transaction reference, bank instruction or transfer confirmation. The Customer must promptly notify Venuefy if the amount is not reflected after the relevant financial institution's processing period.

14. Service Complaints and Evidence

A complaint about food, decor, staff, capacity, safety, facilities, access, misrepresentation or non-performance should be raised with the Venue Partner immediately and reported to Venuefy as soon as reasonably possible. The Customer should preserve the Booking Confirmation, invoices, receipts, photographs, videos and written communications.

Venuefy may facilitate communication or review available records but does not independently assume liability for services controlled and delivered by a Venue Partner. Delay in reporting may make verification difficult, but does not remove rights that cannot legally be waived.

15. Chargebacks, Fraud and Duplicate Claims

Nothing in this Policy prevents a lawful payment dispute or consumer remedy. However, the Customer must not knowingly submit a false, duplicate, misleading or unauthorised refund or chargeback claim.

Venuefy may provide banks, payment providers, Venue Partners and competent authorities with relevant booking records, acceptance logs, payment confirmations, communications and service evidence when investigating or contesting a claim, subject to applicable law.

Where fraud or abuse is reasonably suspected, Venuefy may pause processing, request additional verification, suspend the account or booking, recover documented losses and take lawful action. This clause does not restrict any non-waivable statutory right.

16. Customer Responsibility and Indemnity

The Customer is responsible for the conduct of guests, invitees and Customer-appointed vendors and for obtaining permissions, licences or approvals allocated to the Customer under the Booking Confirmation.

To the extent permitted by law, the Customer will indemnify Amazonis IT Services Pvt. Ltd., Venuefy and their officers and personnel against third-party claims, penalties, property damage and reasonable costs directly resulting from the Customer's unlawful act, material breach, fraud, wilful misconduct or violation of venue rules. This indemnity does not apply to the extent a loss is caused by Venuefy's own negligence, breach or unlawful conduct.

17. Limitation of Liability

To the maximum extent permitted by law, Venuefy will not be liable for acts or omissions of an independent Venue Partner; service quality or non-delivery controlled by that Venue Partner; theft, personal injury or property damage occurring at the venue; or indirect, incidental, special, punitive or consequential loss, including travel, accommodation, invitation, vendor, profit, opportunity or reputation loss.

Where Venuefy is held directly liable, Venuefy's aggregate liability arising from the relevant booking will not exceed the Platform Fee actually received and retained by Venuefy for that booking. This cap does not apply where a different liability cannot lawfully be excluded or limited, including liability arising from Venuefy's fraud, wilful misconduct or any other non-excludable obligation.

18. Electronic Records and Communications

The Customer agrees that quotations, Booking Confirmations, invoices, OTP logs, emails, WhatsApp messages, payment records, click-wrap acceptance and other electronic records may be used to establish the booking terms, consent, cancellation timing and payment history, subject to applicable law.

The Customer must keep registered contact information current and protect OTPs and account access. Venuefy is not responsible for instructions sent from a compromised account where Venuefy acted reasonably and without notice of compromise, except where liability cannot legally be excluded.

19. No Waiver, Severability and Entire Policy

Failure or delay by Venuefy in enforcing a right does not waive that right. If any provision is held invalid or unenforceable, it will be limited or severed only to the minimum extent necessary, and the remaining provisions will continue in effect.

This Policy must be read with the Booking Confirmation, Venue-Specific Terms and Venuefy's Terms and Conditions. No oral assurance will modify a written booking term unless confirmed through an authorised written communication.

20. Policy Updates

Venuefy may update this Policy from time to time. The version accepted or made available at the time of Booking Confirmation will ordinarily govern that booking, unless a later change is required by law or expressly accepted by the parties. Updated versions will be published with a revised effective date.

21. Governing Law, Grievance Redressal and Jurisdiction

This Policy is governed by the laws of India. A Customer should first submit a complaint to the Grievance Officer using the official details below. Venuefy will acknowledge a consumer complaint within 48 hours of receipt and endeavour to resolve it within one month, or within any shorter period required by applicable law.

Subject to applicable consumer law and any mandatory forum, disputes will be subject to the competent courts at Gautam Buddha Nagar, Uttar Pradesh. Nothing in this clause restricts a consumer from approaching a forum that has mandatory jurisdiction under applicable law.

22. Statutory Rights

Nothing in this Policy excludes, limits or overrides any consumer right, refund obligation, remedy, liability or jurisdiction that cannot lawfully be excluded under applicable Indian law. If a provision conflicts with a mandatory legal requirement, that requirement will prevail only to the extent of the conflict.

ANNEXURE A

Mandatory Booking-Specific Disclosures

Before payment, the Customer should receive the following booking-specific information through the quotation, Booking Confirmation, payment screen or other durable electronic communication. These disclosures form part of this Policy for the relevant booking.