Refund Policy

1. What this policy covers

This policy covers money you pay [LEGAL_ENTITY_NAME] for a Venuely subscription.

It does not cover money that moves between a venue and its own clients. Booking payments, security deposits and their refunds are governed by the contract between the venue and its client, not by us. Venuely records those amounts, it does not hold or move them.

2. The free trial

Every new venue starts with 7 days of the Pro plan free. No card is required and no charge is made, so there is nothing to refund. If you decide Venuely is not for you, do nothing and you will never be billed.

3. Refund window

If you are on a paid plan and ask within 14 days of a charge, we will refund that charge in full. Ask by emailing support@venuely.mena-x.com from the address on the account.

The refund window applies to the charge you are asking about, not to earlier ones.

4. Cancelling part way through a month

You can cancel at any time. Cancelling stops the next renewal. Your plan stays fully active until the end of the period you have already paid for, so you keep what you paid for.

Outside the refund window in section 3, we do not refund the unused part of a month. You are not charged again after you cancel.

5. Refunds outside the window

Even after the window has passed, write to us and we will refund you if:

• you were charged twice for the same period, or charged the wrong amount
• you were charged after you had already cancelled
• Venuely was unavailable for an extended period because of a fault on our side

6. What we do not refund

We will normally decline a refund where:

• the account was used normally through the period being claimed for
• the complaint is that a feature works as described but you wanted it to work differently
• the account was suspended or closed because the Terms of Service were broken
• a renewal went through because the plan was not cancelled in time, and the refund window has passed

7. How to ask for a refund

Email support@venuely.mena-x.com from the email address on the account, with the venue name, the date and amount of the charge, and the payment reference from your receipt. We will respond within 7 days with a decision and the reason for it.

8. How refunds are paid

Approved refunds go back to the card that was charged, through Paymob. We cannot send a refund to a different card or to a bank account.

Once we submit a refund it is with Paymob and your bank. How long it takes to appear on your statement is decided by them, not by us, and is commonly several working days.

9. Chargebacks

If something looks wrong on your statement, please contact us before asking your bank to reverse it. A chargeback locks the amount while the bank investigates, and we may suspend the account until it is resolved. Nearly every case is faster to fix by email.

10. Changes to this policy

We may update this policy. The version on this page at the time of your payment is the one that applies to that payment.

11. Contact

[LEGAL_ENTITY_NAME], [LEGAL_ENTITY_ADDRESS]. Email: support@venuely.mena-x.com.