Because there isn't one. When you book, we only verify and save your card. The first charge happens when the supplier accepts your order, and you get an email when it does.
When are you charged, and where is your money until the event?
Customer · Updated 3 weeks ago
Contents
💳 Nothing is charged when you book. You pay once the supplier has accepted your order, and the rest 7 days before your event.
Booking food for an event is a bigger decision than most online purchases, so it is fair to want to know exactly when the money leaves your account. This article walks through every step, from the moment you place your order to the day the supplier is paid.
If you entered your card when you booked
You place your order. You enter your card when you book. We verify the card and save it. Nothing is charged or 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 smaller 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, the rest of the total, is charged automatically to the same card. The date is shown when you book and on your order page, so it never comes as a surprise.
After your event, the money is paid out to the supplier.
Weren't asked for a card when you booked?
Then you pay once the supplier has accepted your order. You get an email with a payment link, and instalment 1 — or the full amount if your event is 9 days away or less — is due within 48 hours of approval. You choose whether to pay by card, online banking or FIK.
If you pay instalment 1 by card, instalment 2 is charged automatically to the same card 7 days before your event; the payment page tells you so before you pay. If you pay another way, you get a new payment link for instalment 2. If instalment 1 is not paid on time, we remind you, and if it is still unpaid when instalment 2 is due, the two are combined into one payment. If you book as a business with an active CVR number, you are invoiced as described below.
Why the supplier is not paid up front
Your agreement is with the supplier, but the payment goes through Nuento. The supplier is not paid in advance: we hold the payment and pay it out to the supplier once 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 order
Nothing has been charged, so there is nothing to refund. You are told straight away, and our team helps you find an alternative for your date.
If a charge fails
If your card cannot be charged, for example because it has expired or been blocked, we email you a payment link so you can pay with another card. The deadline is in the email. Please do not pay the supplier directly; a payment made outside Nuento is not registered on your order.
Businesses: invoice and EAN
If you book as a business, you can choose invoice (bank transfer) or EAN invoice as well as card. Enter your company registration number (CVR) and we fill in the company name and address for you. Then add the email that should receive the invoice, and a requisition number if you have one.
The invoice is sent when the supplier accepts your order, or 28 days before the event if it is more than 35 days away. It is due 7 days before your event, always with at least 2 days to pay from the day it is sent. The due date is shown clearly on the invoice.
You pay through the payment link in the email, by card, online banking or FIK. The payment is registered on your order automatically. If you pay by ordinary bank transfer, enter the reference exactly as shown, so the payment can be matched to your order.
EAN invoices are sent electronically to the EAN number you give, and you pay them the way you normally would.
If you change your order
If a change makes the total higher, for example more covers or an extra add-on, you receive a separate invoice for the difference with a payment link. Changes are never charged to your saved card automatically; you pay them yourself through the link. 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, normally within 5–10 working days. After the deadline the order is binding. See Cancellations, changes and refunds for the details.
At a glance: paying by card
| 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 smaller 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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