No. You pay once the supplier has accepted: you get a payment link by email and choose how to pay. If the supplier cannot take the booking, you have not paid anything.
When do you pay, and where is your money until the event?
Customer · Updated 3 weeks ago
Contents
💳 You pay once the supplier has accepted your booking. You then get a payment link by email. The first payment is due within 48 hours. If there is a second instalment, it is taken or requested 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 you pay and where the money goes. 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 fill in the delivery address and your details. You don't pay anything yet.
The supplier accepts, usually within 24 hours. You get an email with a payment link. If your event is more than 9 days away, you pay instalment 1, a small part of the total, shown at checkout as "Instalment 1 · Due within 48 hours of approval". If your event is 9 days away or less, you pay the full amount instead. Either way it is due within 48 hours.
You choose how to pay on the payment page: card, Apple Pay or Google Pay where your device supports it, or bank transfer.
7 days before your event, instalment 2, the rest of the total, is due. If you paid instalment 1 by card, Apple Pay or Google Pay, the same card is charged automatically; the payment page tells you so before you pay. If you paid by bank transfer, you get a new payment link by email, with the due date in the message.
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
You have not paid anything, 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 payment is late or fails
If instalment 1 has not been paid within 48 hours, we send you a reminder with the same payment link. The supplier is told too, and may then cancel the booking. If it is still unpaid when instalment 2 is due, the two are combined into one payment for the full amount. If an automatic card charge fails, for example because the card has expired, we email you a payment link so you can pay by another card or by bank transfer. 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. Changes are never charged automatically, even if your card is saved for instalment 2; 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 paid yet.
If you cancel
You can cancel free of charge until 7 days before your event. Everything you have paid is refunded the way you paid it, normally within 5–10 working days. If you paid by bank transfer, our payment provider may email you to ask which account to send the money to. After the deadline the order is binding. See Cancellations, changes and refunds for the details.
Booking as a business
At checkout you can enter your company number or your VAT number in the same field. With a number we can verify, you pay by invoice: it is sent when the supplier accepts if your event is 35 days away or less, and otherwise 28 days before the event. The invoice is due 7 days before your event, always with at least 2 days to pay, and it has a payment link for card or bank transfer. Invoices are not split into instalments. Without one, or if we cannot verify it, you pay the same way as a private customer, through payment links. 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 | Nothing is paid | Nothing is paid |
When the supplier accepts | Payment link: instalment 1, a small part of the total, due within 48 hours | Payment link: the full amount, due within 48 hours |
7 days before the event | Instalment 2 (the rest): charged to your card, or a new payment link if you paid by bank transfer | — |
After the event | Supplier is paid | Supplier is paid |
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