Customer Terms & Conditions

These Customer Terms & Conditions ("Terms") govern your access to and use of venuebook.in, including its website, applications and related services (collectively, the "Platform"), insofar as they relate to searching for, requesting, reserving and booking event Venues.

The Platform is operated by SYFTE Market Services Private Limited ("venuebook.in", "we", "us" or "our"). By creating an account, submitting a booking request, confirming a reservation, making a payment, or otherwise expressly accepting these Terms, you agree to be bound by them.

venuebook.in provides a digital marketplace through which independent Venue Partners can list Venues and Customers can discover, compare and book them. Unless a listing expressly states otherwise, venuebook.in does not own, lease, operate, manage, control or supervise the physical Venue.

The Venue Partner is responsible for the Venue, its availability, condition, lawful operation, staff, amenities, Venue-specific services and performance of the confirmed booking. venuebook.in remains responsible for its own Platform services and for obligations that applicable law places on an e-commerce marketplace.

Nothing in these Terms excludes or limits any right or remedy that cannot lawfully be excluded under the Consumer Protection Act, 2019 or other applicable law.

• "Customer", "User", "you" or "your" means the person or entity using the Platform or making a Booking.
• "Venue Partner", "Partner" or "Venue Owner" means the person or entity that lists, controls or is authorised to offer a Venue for booking.
• "Venue" means an event space listed on the Platform, including a banquet hall, convention or community hall, lawn, auditorium, meeting or corporate event space, celebration space or similar venue.
• "Booking Request" means a request submitted by you for a particular Venue, date, time, guest count and selected services.
• "Confirmed Booking" means a Booking Request accepted by the Venue Partner after the applicable payment or required advance has been successfully processed, and for which confirmation is made available through the Platform.
• "Venue Charges" means the amounts charged for use of the Venue and any Partner-provided add-ons or services.
• "Convenience Fee" or "Platform Fee" means a fee, if any, charged by venuebook.in for Platform-related services and disclosed before payment.
• "Security Deposit" means a separate amount, if any, collected to secure obligations relating to damage, overtime, rule violations or other stated risks. A Security Deposit is not the same as a reservation amount or booking advance.

You must be at least 18 years old and legally capable of entering into a binding contract. If you book on behalf of another person, company, association or organisation, you represent that you are authorised to act for and bind that person or entity in relation to the Booking.

Your electronic acceptance, including by selecting an acceptance checkbox or clicking a button such as "Book", "Confirm", "Pay", or a similar action, may create a binding electronic agreement. venuebook.in may maintain electronic records of your acceptance, Booking, payment status, communications and changes to the Booking.

Merely browsing the Platform does not by itself create a Confirmed Booking.

• You must provide accurate, current and complete information and keep it updated.
• You are responsible for safeguarding OTPs, login credentials and access to your registered email address and mobile number.
• Tell us promptly if you reasonably suspect unauthorised access to your account.
• We may temporarily restrict an account where reasonably necessary to investigate fraud, misuse, security incidents or material violations of these Terms.

Venue descriptions, prices, photographs, videos, 3D tours, capacity, amenities, policies and other Venue-specific information are generally supplied by the Venue Partner. We may perform identity, KYC, document or listing checks, but such checks do not amount to a warranty of title, licensing status, safety, suitability, service quality or continued accuracy of every listing detail.

Where a Venue or Partner is described as "verified", that description refers only to the verification steps actually carried out by venuebook.in at the relevant time and should not be understood as a guarantee of the Venue or event outcome.

You should review the listing carefully and raise material requirements with the Partner before the event, especially accessibility, capacity, food, decoration, parking, alcohol, sound, timing and equipment requirements.

Search results may be organised using factors such as location, availability, relevance, price, guest capacity, customer ratings, popularity, listing quality, response history, commercial arrangements and other Platform parameters. Where required by law, we will make the main ranking parameters available in a clear and accessible manner.

Sponsored, promoted or paid placements will be identified in accordance with applicable law. A higher ranking or sponsored position is not a warranty that a Venue is more suitable for your event.

• Submitting a Booking Request does not guarantee availability or confirmation.
• A Booking remains pending until the Venue Partner accepts it and the payment condition shown at checkout has been successfully met.
• If the Partner rejects the request, does not confirm within the applicable time, or the Venue becomes unavailable before confirmation, any amount successfully collected through the Platform for that unconfirmed Booking will be refunded in accordance with Clause 18.
• The booking confirmation will identify the Venue, date, time, guest count and key commercial details. You must review it promptly and report any apparent error.

You must provide accurate event information, including event type, date, timings, expected guest count and material requirements. If you materially change the event type, guest count, timing, layout or required services, the Partner may require revised pricing, additional conditions or fresh approval.

Accessibility, dietary, religious, cultural, technical or other special requirements should be communicated before confirmation. A requirement is binding on the Partner only if it is expressly accepted as part of the Booking.

• Prices shown before confirmation may vary based on date, time, demand, guest count, package, add-ons and Partner pricing rules.
• Before you make payment, the Platform will display the material charges applicable to the transaction, including Venue Charges, Platform/Convenience Fee, taxes and any Security Deposit collected online, to the extent known and applicable.
• Once a Booking is confirmed, the agreed Venue Charges will not be increased solely because the Partner later changes its standard price. Additional amounts may still become payable for Customer-requested changes, additional guests or services, overtime, damage, statutory tax changes, or other charges expressly agreed or disclosed under the Booking terms.
• If an obvious technical or pricing error is discovered before confirmation, the Booking may be corrected or cancelled and any amount collected for that unconfirmed Booking will be refunded.

Taxes will be charged only as applicable under law. The party legally responsible for a taxable supply is responsible for the corresponding tax invoice. venuebook.in may issue an invoice for its own Platform/Convenience Fee and may make Partner invoices, receipts or consolidated booking documents available through the Platform for convenience.

The appearance of multiple charges in a single booking summary or document does not change the identity of the legal supplier or the applicable tax treatment.

Online payments are processed through integrated third-party payment gateways or payment aggregators. Their processing, security and settlement systems are subject to their own terms and applicable regulatory requirements.

venuebook.in may facilitate collection of amounts payable to the Venue Partner and settlement to the Partner under the Partner arrangement. Such facilitation does not make venuebook.in the supplier of the Venue.

You may use only a payment instrument that you are authorised to use. Payment is treated as successful only when the Platform or relevant payment provider confirms successful processing.

A Partner may permit a Booking to be confirmed against a stated reservation amount or advance rather than full payment. The balance amount, due date and consequence of non-payment should be shown in the Booking details or Partner policy.

If you fail to pay an agreed balance by the stated deadline, the Partner may cancel the Booking in accordance with the cancellation terms accepted by you. Any refund of the advance or reservation amount will be governed by those accepted terms and applicable law.

A Partner may require a Security Deposit. The amount, collection method, purpose and refund conditions should be disclosed before collection.

If a Security Deposit is collected through venuebook.in, we may facilitate its transfer or refund based on the Partner's instructions and the applicable booking terms. The Partner remains responsible for substantiating any deduction it claims.

Where a deduction is made, the Customer should be informed of the reason and, where reasonably available, supporting evidence such as an itemised statement, invoice, photograph or damage record. You may dispute a deduction through the grievance process.

• Changes to date, time, guest count, package, hall, layout, add-ons or other Booking details require Partner approval where they affect the Venue or price.
• A rescheduled date is subject to availability and may have a different tariff. Any applicable difference or disclosed rescheduling charge must be communicated before the change is confirmed.
• If the Partner cannot accept the requested reschedule and you choose not to proceed with the original Booking, the cancellation terms applicable to the original Booking will ordinarily apply.

The cancellation policy displayed for the Venue and accepted by you at the time of Booking forms part of your Booking. It may specify cancellation windows, deductions, treatment of advances and other consequences.

venuebook.in will not impose an undisclosed standard cancellation penalty merely because a Partner failed to publish a cancellation policy. Where no cancellation term was displayed and accepted, any deduction must arise from another term expressly agreed with you, a disclosed non-recoverable charge, or applicable law.

Unless another method is provided for a specific Booking, cancellation requests should be submitted through the Platform account or official support channel so that the request is time-stamped and traceable.

Refund entitlement depends on the reason for cancellation, the applicable Partner policy, amounts already validly earned or incurred, and mandatory law.

Where a refund is approved for an online payment, venuebook.in will ordinarily initiate the refund through the relevant payment channel within 5-7 business days after approval. The time for the amount to appear in your account is controlled by the payment provider, card network, bank or UPI participant and may take additional time.

A Platform/Convenience Fee may be non-refundable where you cancel a confirmed Booking, but only where that treatment was clearly disclosed before payment and is permitted by law. If the Booking cannot be confirmed, or is cancelled by the Partner or venuebook.in for reasons not attributable to your breach, any Platform/Convenience Fee collected for the unprovided booking service will ordinarily be refunded.

Bank, gateway or other third-party charges that were separately disclosed may be subject to the relevant provider's reversal rules and applicable law.

If the Partner cancels a Confirmed Booking, cannot provide the booked Venue, or a material pre-event issue makes the booked Venue unavailable, venuebook.in may assist you in obtaining an alternative Venue, rescheduling or a refund.

You are not required to accept an alternative Venue, date or credit note in place of a refund where applicable law gives you a refund right. For Platform-collected amounts relating to services that will not be supplied because of a Partner cancellation not caused by you, venuebook.in will facilitate the applicable refund, including the Platform/Convenience Fee where appropriate.

This clause does not prevent you from pursuing statutory remedies against the responsible party for deficiency in service, unfair trade practice or other legally actionable conduct.

If you fail to attend the Venue or arrive too late to use the booked slot, the Booking may be treated as a no-show under the Partner policy. A no-show does not automatically entitle you to a refund. The Partner should not, however, impose a consequence that was not disclosed or otherwise agreed.

The Booking applies only to the confirmed access and event time. Setup and dismantling time are included only if stated. You must vacate the Venue within the agreed period.

Overtime is subject to Venue availability and Partner approval and may attract additional charges at the disclosed or agreed rate. The Partner may require an event to stop at the booked end time where a later booking, legal restriction or Venue rule requires this.

You must provide a reasonably accurate guest count and must not exceed the Venue's lawful or stated maximum capacity. The Partner may refuse entry to additional guests where capacity, fire, safety or licensing restrictions would be breached.

Where pricing is based on per-person, per-plate or capacity slabs, increases in guest count may result in additional charges in accordance with the confirmed package or Partner policy.

A Venue may require use of in-house or approved service providers, or may permit outside caterers, decorators, DJs, photographers or other vendors subject to prior approval. Any access fee, corkage, kitchen usage charge, royalty, deposit or similar condition should be disclosed by the Partner before it becomes payable.

Unless venuebook.in separately sells or contracts to provide a service, third-party and Partner-provided add-ons remain the responsibility of the relevant provider.

You and your guests must comply with all applicable laws, local restrictions and Venue rules relating to alcohol, smoking, amplified sound, music, fireworks and similar activities.

Alcohol may be served or consumed only where permitted by law and by the Venue, and any event-specific licence or permit must be obtained by the party responsible under the Booking arrangement.

Smoking is permitted only where lawfully allowed and in areas designated by the Venue. Music, DJs and amplified sound must comply with applicable noise restrictions and lawful directions of authorities or Venue management.

Fireworks, pyrotechnics, open flames and hazardous materials are prohibited unless expressly approved by the Partner and permitted under applicable law.

The Venue Partner is responsible for licences and approvals legally required for the Venue itself and for the Partner's ordinary operation of the Venue. You are responsible for permits or approvals that arise solely because of the specific event or activity you choose to conduct, unless the Partner expressly agrees to obtain them.

Event-specific requirements may include permissions relating to public performance of copyrighted music, alcohol, special sound arrangements, temporary structures, fireworks, filming or other regulated activities.

• Use the Venue only for the disclosed and lawful event purpose.
• Do not engage in illegal activity or possess, use or distribute unlawful drugs or prohibited substances.
• Do not carry unlawful weapons, explosives or hazardous materials.
• Do not engage in violence, harassment, abusive conduct, property damage or conduct that creates an unlawful public nuisance.
• Comply with reasonable safety directions, emergency procedures, Venue rules and lawful instructions from authorities or Venue management.
• Take reasonable steps to ensure that your guests, invitees and service providers comply with the same requirements.

You are responsible for loss or damage to Venue property caused by you or persons for whom you are responsible, to the extent established and permitted by law. Normal wear and tear is excluded.

Additional cleaning, repair, replacement or restoration charges should be reasonable and supported by the Partner where disputed.

You are responsible for safeguarding personal belongings brought to the Venue. Neither venuebook.in nor the Partner is responsible for loss or theft except to the extent caused by that party's negligence, breach of duty or other liability that cannot lawfully be excluded.

The Partner is responsible for operating the Venue in accordance with applicable safety, fire and occupancy requirements. Customers and guests must follow posted instructions and lawful directions during an emergency.

If an immediate safety risk arises, the Partner may stop or restrict the event where reasonably necessary. Any refund consequence will depend on the cause of the incident, the Booking terms and applicable law.

A Partner may create or record a Booking on the Platform after arranging it with you offline. Where this occurs, you should review the Booking details and applicable policies made available to you.

Amounts paid directly to a Partner outside venuebook.in's payment flow are received by the Partner, not by venuebook.in. venuebook.in cannot guarantee, reverse or refund a direct payment that it did not collect, although it may assist with communication or dispute facilitation where the Booking is recorded on the Platform.

A receipt or booking record generated through the Platform does not convert a direct Partner payment into a payment collected by venuebook.in.

Neither the Customer, the Partner nor venuebook.in will be treated as in breach solely because performance is prevented or materially delayed by an event beyond that party's reasonable control, such as natural disaster, epidemic or pandemic restriction, war, riot, curfew, government prohibition, widespread utility failure or similar event.

The affected parties should act reasonably to mitigate the impact. Depending on the circumstances, venuebook.in may facilitate rescheduling, an alternative Venue, a credit arrangement or a refund. No credit note or alternative arrangement will override a refund right that applicable law gives the Customer.

If you submit a review, rating, photograph or other content, it must be based on genuine experience and must not be unlawful, misleading, defamatory, abusive, infringing or manipulated.

You retain ownership of content you create but grant venuebook.in a non-exclusive, worldwide, royalty-free licence to host, reproduce, display and use that content for operating, improving and promoting the Platform, subject to applicable privacy law.

We may moderate, restrict or remove content where reasonably necessary to enforce Platform policies, comply with law, protect users or address credible complaints. We are not required to publish every review.

The Platform software, branding, layout, original text, databases and other materials owned by venuebook.in or its licensors are protected by applicable intellectual-property laws. Partner- or user-supplied photographs, trademarks and descriptions remain owned by their respective owners or licensors.

You may use Platform content only for personal or internal booking-related purposes unless another use is expressly permitted. Automated scraping, unauthorised copying, reverse engineering or commercial exploitation of protected Platform material is prohibited to the extent permitted by law.

We process personal data in accordance with our Privacy Policy and applicable data-protection law, including the Digital Personal Data Protection Act, 2023 and the Digital Personal Data Protection Rules, 2025 to the extent their relevant provisions are in force.

Information necessary to process a Booking may be shared with the relevant Venue Partner, payment provider, communications provider, service provider or authority as described in the Privacy Policy or as required by law.

Acceptance of these Terms does not by itself constitute consent to every optional marketing or unrelated data use. Where separate consent is legally required, it will be requested separately.

We may send transactional or service communications reasonably necessary for account security, Booking status, payments, event reminders, changes, support, cancellations and refunds through channels associated with your account, such as email, SMS, WhatsApp or in-app notification.

Promotional or marketing communications will be sent in accordance with applicable law and consent or preference requirements. You may opt out of marketing using the mechanism provided, but you may continue to receive necessary transactional communications.

We may place a Booking or account under review where there are reasonable grounds to suspect payment fraud, identity misuse, chargeback abuse, unauthorised access or other unlawful activity. We may request verification information and may suspend or cancel a transaction where reasonably necessary and permitted by law.

Cancellation for suspected fraud does not automatically entitle venuebook.in or a Partner to retain every amount paid. Refunds, reversals, withheld amounts and chargeback consequences will be determined according to the facts, payment-provider rules, accepted Booking terms and applicable law.

A bank debit or payment-provider notification does not always mean that the Booking was successfully confirmed. If a payment is debited but the transaction is not successfully recorded, venuebook.in will work with the payment provider to reconcile the transaction.

Any reversal or refund is subject to payment-provider and banking processes. If you believe you were charged twice or charged for a failed Booking, contact support with the transaction reference so that the payment can be investigated.

venuebook.in maintains a grievance-redressal mechanism for consumer complaints. The name, designation and contact details of the Grievance Officer and customer-care channels will be displayed on the Platform in the legally required location.

Consumer grievances will be acknowledged within 48 hours of receipt and will be addressed within the period required by applicable law, ordinarily within one month. Where required by law, the Customer will also be provided a copy or reference of the complaint as recorded.

We aim to keep the Platform available and accurate, but internet services, payment systems, messaging services and other third-party systems may experience interruptions. Temporary technical unavailability does not by itself create liability for remote or consequential losses, subject to your non-waivable statutory rights.

Links to third-party websites or services are provided for convenience. Unless expressly stated, venuebook.in does not control those services and their own terms and privacy policies may apply.

To the maximum extent permitted by law, venuebook.in is not responsible for losses arising solely from the acts or omissions of an independent Venue Partner, your guests, or independent third-party providers where venuebook.in did not cause or materially contribute to the loss.

venuebook.in will not be liable for indirect, remote or consequential losses that were not reasonably foreseeable at the time of contracting, except where such liability cannot lawfully be excluded.

Where applicable law permits a contractual cap, venuebook.in's aggregate liability for claims arising from its Platform services in connection with a specific Booking will not exceed the Platform/Convenience Fees actually paid to venuebook.in for that Booking. This cap does not apply to fraud, wilful misconduct, liability that cannot lawfully be limited, statutory consumer remedies, or amounts that venuebook.in is legally required to refund.

You remain responsible for losses, third-party claims, penalties or costs to the extent directly caused by your unlawful conduct, material breach of these Terms, or damage caused by you or persons under your control. You will not be responsible for losses caused by the negligence, breach or unlawful conduct of venuebook.in, the Venue Partner or another party.

We may suspend, restrict or terminate access to the Platform where reasonably necessary for security, fraud prevention, legal compliance, repeated material breach or protection of other users. Where practicable and lawful, we will provide notice or an explanation.

Suspension or termination of an account does not extinguish rights and obligations relating to an existing Booking unless that Booking is separately cancelled under its applicable terms.

We encourage you first to raise a complaint through venuebook.in's grievance process so that we can investigate and, where appropriate, coordinate with the Venue Partner. This does not restrict your right to approach the National Consumer Helpline, a Consumer Disputes Redressal Commission, a court, regulator or other competent authority where available under law.

If a dispute is between you and a Venue Partner, venuebook.in may facilitate communication or settlement discussions but is not required to decide the dispute as an arbitrator and does not guarantee a particular outcome.

The parties may mutually agree to mediation, conciliation or arbitration after a dispute arises. Nothing in these Terms requires a consumer to waive statutory consumer-forum remedies or gives venuebook.in a unilateral right to appoint an arbitrator.

These Terms are governed by the laws of India. Any dispute will be subject to the jurisdiction of the court, consumer commission or other forum that has jurisdiction under applicable law. Nothing in these Terms is intended to deprive a consumer of a forum or jurisdiction that mandatory law provides.

We may update these Terms to reflect changes in law, Platform features, commercial arrangements or risk controls. The updated version and its effective or last-updated date will be made available on the Platform.

Material changes will not retroactively alter the commercial terms of a Confirmed Booking unless required by law or separately agreed with you. Your continued use of the Platform after revised Terms become effective may constitute acceptance for future use and future Bookings.

• If any provision is held invalid or unenforceable, the remaining provisions continue to apply to the extent legally possible.
• A delay in enforcing a right does not waive that right.
• Headings are for convenience and do not limit the meaning of a clause.
• These Terms, the applicable Venue listing and policy, the Booking confirmation, the Privacy Policy, and any booking-specific terms presented and accepted at checkout constitute the relevant agreement for the Booking, subject to mandatory law.
• Where a translated version is provided, the English version will prevail to the extent permitted by law unless the translation is expressly stated to be controlling.

For booking support, payment queries, cancellations, refunds or complaints, use the customer-care and grievance contact details displayed on venuebook.in. The Platform should prominently display the legal name of the e-commerce entity, its principal geographic address, website details, customer-care contacts and Grievance Officer details as required by applicable law.