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It’s Your Venue Guest Refund Policy

Last Updated: 19th June 2019

These terms and conditions govern It’s Your Venue’s policy for Guest refunds (“Guest Refund Policy”) and the obligations of the Host and/or Supplier associated with the Guest Refund Policy. The Guest Refund Policy is available to Guests who book and pay for an Event through the It’s Your Venue Platform and suffer a Travel Issue (as defined below). The Guest’s rights under this Guest Refund Policy will supersede the Host’s cancellation policy.

All capitalised terms shall have the meaning set forth in the rest of It’s Your Venue’s Terms & Conditions unless otherwise defined in this Guest Refund Policy.

By using the It’s Your Venue Platform as a Host, Guest or Supplier, you are indicating that you have read and that you understand and agree to be bound by this Guest Refund Policy.

1. Travel Issue

A “Travel Issue” means any one of the following:

(a) the Host of the Venue or a Supplier (i) cancels a booking shortly before the scheduled start of the booking, or (ii) fails to provide the Guest with the reasonable ability to access the Venue (e.g. does not provide the keys and/or a security code) or (iii) fails to provide the materials, food, staff or beverages agreed during the time of booking.

(b) the Listing’s description or depiction of the Venue is materially inaccurate with respect to:

  • the size of the Venue (e.g. maximum capacity)
  • whether the booking for the Venue is for an entire home, private room, shared room, garden, and whether another party, including the Host, is staying at the Venue during the booking,
  • special amenities or features represented in the Listing are not provided or do not function, such as pools, hot tubs, work or kitchen station, or
  • the physical location of the Venue(proximity).

(c) the Supplier’s Listing’s description or depiction of what can be provided is materially inaccurate with respect to:

  • the quality of the food, beverages, staff or materials provided is below expectations
  • the agreed amount of food, beverages, materials or staff is not met
  • the Supplier is late, does not show or cannot provide the quality of service originally agreed.

(d) at the start of the Guest’s booking, the Venue: (i) is not generally clean and sanitary (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Guest’s stay at the Venue in It’s Your Venue’s judgement, or (iv) has vermin or contains pets not disclosed in the Listing.

2. The Guest Refund Policy

If you are a Guest and suffer a Travel Issue, we agree, at our discretion, to either (i) reimburse you up to the amount paid by you through the It’s Your Venue Platform (“Total Fees”) depending on the nature of the Travel Issue suffered, or (ii) use our reasonable efforts to find and book you another Venue or Supplier for any unused dates which is reasonably comparable to the Venue described in your original booking in terms of size, type of event, features and quality. All determinations of It’s Your Venue with respect to these Terms & Conditions, including without limitation the size of any refund and the comparability of alternate Venues or Suppliers, shall be in It’s Your Venue ‘s discretion, and final and binding on the Guests, Hosts and Suppliers.

It's Your Venue understands that the amount taken (5% of the total booking cost) is a minimal amount and, should a Guest require assistance retrieving any monies lost to a Venue or Supplier, It's Your Venue will endeavour to help. It's Your Venue cannot guarantee that monies lost to a Venue or Supplier can be retrieved.

3. Conditions to Claim a Travel Issue

To submit a valid claim for a Travel Issue and receive the benefits with respect to your booking, you are required to meet each of the following conditions:

(a) you must be the Guest that booked the Venue or Supplier;

(b) you must bring the Travel Issue to our attention via email and provide us with information (including photographs or other evidence) about the Venue or Supplier and the circumstances of the Travel Issue within 24 hours after the later of (i) the start of your booking or (ii) you discover the existence of the Travel Issue , and must respond to any requests by us for additional information or cooperation on the Travel Issue;

(c) you must not have directly or indirectly caused the Travel Issue (through your action, omission or negligence); and

(d) unless It’s Your Venue advises you that the Travel Issue cannot be re-mediated, you must have used reasonable efforts to try to remedy the circumstances of the Travel Issue with the Host or Supplier prior to making a claim for a Travel Issue.

4. Minimum Quality Standards, Host & Supplier Responsibilities and Reimbursement to Guests

4.1 If you are a Host or Supplier, you are responsible for ensuring that the Venue or Services you list on the It’s Your Venue Platform meet minimum quality standards regarding access, adequacy of the Listing description, safety, cleanliness, and do not present a Guest with Travel Issues. During a Guest’s booking at a Venue, Hosts and Suppliers should be available, or make a third-party available, in order to try, in good faith, to resolve any Guest issues.

4.2 If you are a Host or Supplier, and if (i) It’s Your Venue determines that a Guest has suffered a Travel Issue related to a Venue or Service listed by you and (ii) It’s Your Venue either reimburses that Guest (up to their Total Fees) or provides an alternative Venue or Service to the Guest, you agree to reimburse It’s Your Venue up to the amount paid by It’s Your Venue within 15 days of It’s Your Venue’s request. If the Guest is relocated to an alternative Venue or books an alternative Supplier, you also agree to reimburse It’s Your Venue for reasonable additional costs incurred to relocate the Guest. You authorize It’s Your Venue to collect any amounts owed to It’s Your Venue by reducing your Payout.

4.3 As a Host or Supplier, you understand that the rights of Guests under this Guest Refund Policy will supersede your selected cancellation policy. If you dispute the Travel Issue, you may notify us via email and provide us with information (including photographs or other evidence) disputing the claims regarding the Travel Issue, provided you must have used reasonable and good faith efforts to try to remedy the Travel Issue with the Guest and other Suppliers prior to disputing the Travel Issue claim.

5. General Provisions

5.1 No Assignment/No Insurance. This Guest Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Guest, and the Guest has not paid any premium in respect of the Guest Refund Policy. The benefits provided under this Guest Refund Policy are not assignable or transferable by you.

5.2 Modification or Termination. It’s Your Venue reserves the right to modify or terminate this Guest Refund Policy, at any time, in its sole discretion. If It’s Your Venue modifies this Guest Refund Policy, we will post the modification on the It’s Your Venue Platform or provide you with notice of the modification and It’s Your Venue will continue to process all claims for Travel Issues made prior to the effective date of the modification.

5.3 Entire Agreement. This Guest Refund Policy constitutes the entire and exclusive understanding and agreement between It’s Your Venue and you regarding the Guest Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between It’s Your Venue and you regarding the Guest Refund Policy.

Contacting It’s Your Venue. If you have any questions about the Guest Refund Policy, please email us.