Terms and Conditions for Customers

Host · Updated this week

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.

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).

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.

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).

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.

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.