Refund policy

Last updated: 25 October 2026.

Our approach

The £20 (plus VAT) VenueOwl review is a personalised expert service delivered as a PDF. It is not a physical product and there is nothing to return by post. This policy applies alongside our Terms of Service and does not limit rights that cannot legally be excluded.

How to request cancellation or report a problem

Email team@venueowl.co.uk with your order number, venue name and a short explanation. We will acknowledge your message and explain the next step. You do not need to provide a reason where an applicable statutory cancellation right allows cancellation without one.

Business orders: before work starts

For a purchase made for business purposes, you may cancel the initial £20 review for a full refund before substantive review work begins. Payment or opening the brief alone does not mean substantive work has started. If we have not received the required completed brief, you may cancel for a full refund.

Business orders: once work has started

If you request cancellation after substantive work begins but before delivery, we will explain what has been completed and refund the unused part of the fee. Any deduction will be proportionate to work actually performed and will not exceed the agreed fee. For an initial review already fully delivered as agreed, a change of mind alone does not normally qualify for a refund. This does not affect remedies for poor-quality, incomplete or incorrectly supplied work.

Late, missing or incorrect reports

If we cannot deliver within 7 calendar days after payment and receipt of the required completed brief, we will contact you. You may agree a revised date or cancel the undelivered initial review for a full refund. If a link fails or an email is missing, contact us so we can resend it securely. For material factual errors or missing agreed sections, we will investigate and offer an appropriate correction or repeat performance without additional charge. Where we cannot remedy a material failure within a reasonable time and without significant inconvenience, an appropriate price reduction or refund will be offered, subject to any stronger statutory entitlement.

If you are legally a consumer

Our services target business purchasers. If consumer cancellation rules apply to your order, you generally have 14 days from entering the service contract to cancel. We will not start the service during that period without your express request. If you request an early start and then cancel before completion, a proportionate charge for work supplied may apply only where the legal conditions and required information have been met. Your cancellation right ends after full performance during that period only where you expressly requested the early start and acknowledged beforehand that full performance would end that right. Receiving or opening a PDF does not automatically waive your rights. Without a valid early-start request, service will begin after the cancellation period; the delivery date will be confirmed accordingly.

Optional services and visit expenses

SEO work, channel management, websites, social media, advertising advice and visits have separately agreed scopes and cancellation arrangements disclosed before purchase. Prices are confirmed in a written quote before work begins. Non-recoverable third-party expenses may be charged only where disclosed and authorised in advance and permitted by applicable law. There are no automatic renewals unless separately and expressly agreed.

How refunds are paid

Refunds are sent to the original payment method. We issue an agreed refund within 14 calendar days, or sooner where required by law. The time it takes your bank or payment provider to display the credit may vary. We do not require you to accept store credit instead of a monetary refund to which you are entitled.

Optional cancellation notice

To: MEILK LTD, 124 City Road, London EC1V 2NX, United Kingdom, team@venueowl.co.uk. I give notice that I cancel my VenueOwl service order. Service ordered: ____. Order number: ____. Order date: ____. Customer name: ____. Customer address: ____. Notice date: ____. Signature only if sent on paper. You may use this wording but are not required to use a particular form.