Terms of service

Last updated: 25 October 2026.

Who these terms apply to

VenueOwl is operated by MEILK LTD. Company number: 16126941. VAT registration number: GB510841425. Registered office and correspondence address: 124 City Road, London EC1V 2NX, United Kingdom. Contact: team@venueowl.co.uk. Our services are intended for people acting for their hotel, restaurant, café or other business. Please ensure you have authority to order for the venue. These terms do not remove rights that cannot lawfully be excluded, including any consumer rights that apply to a particular purchase.

Your initial review

The £20 (plus VAT) Expert Business Review covers one venue and one initial remote assessment based on publicly available material and your completed brief. The personalised PDF addresses visible weaknesses, possible customer hesitation, a focused competitor perspective, indicative local pricing where suitable data is available, and prioritised actions. Findings are observations and professional opinions based on the available material; they are not proof of why a particular customer did not book or visit.

Scope and limits

The initial review does not include an on-site visit, implementation, account management, internal sales or financial analysis, a comprehensive compliance audit or ongoing market monitoring. Prices, listings and reviews can change after we inspect them. We explain material limits in comparisons. Fictional sample reports are examples of format, not results from a real business. Our work does not guarantee revenue, bookings, footfall, search ranking or platform approval.

Orders, prices and payment

The total payable and any applicable taxes are shown before you complete your order. An automated payment receipt acknowledges payment; we confirm acceptance of your service order by email. If we cannot accept an order, we will notify you and refund the payment. The initial review is a one-off purchase, not a subscription. Additional services require a separate agreed scope and a written quote; their price depends on the venue and the agreed work and is confirmed before work begins. Expenses and third-party costs are agreed before they are incurred.

Your brief and delivery

After payment, complete the business brief using the supplied secure link. Provide accurate venue information. Your PDF is due within 7 calendar days after both payment and receipt of the required completed brief. If essential information is missing, we will identify it and confirm when the brief is complete. We will contact you if we cannot meet the delivery commitment. You may then accept a revised date or cancel the undelivered initial review for a full refund. Tell us if you cannot access the brief or report; we will help restore access.

Safe and authorised access

Do not send passwords, payment-card details or guest/customer personal information in forms. Only supply content that you are authorised to share. If separately agreed work requires account access, we will arrange suitable permissions rather than request passwords through the brief. You remain responsible for deciding which recommendations to implement and obtaining any specialist approvals your business needs.

Expert approval and optional visits

A hospitality professional reviews and approves the report before delivery. Tools may assist research and drafting. Any mystery customer or overnight assessment requires separate owner authorisation, a defined scope and pre-agreed reasonable scenarios and expenses. Staff interaction is assessed respectfully; damaging, abusive or fabricated emergency scenarios are outside the service.

Reports and confidentiality

We retain rights in our original methods, templates and report content. Once paid, you may use the report internally for your venue and share it with advisers or contractors helping you implement recommendations, provided it is kept confidential and attributed appropriately. You may not resell it or present edited extracts as our unqualified endorsement. You retain rights in material you provide and allow us to use it only as needed to deliver the agreed service. We will not publish your report, identify you as a client or use your name in a case study without permission, except where disclosure is legally required.

Problems, cancellations and responsibility

We will provide services with reasonable care and skill. Tell us promptly about material factual errors, missing agreed sections or delivery problems so we can investigate and correct them. Our Refunds & Cancellations Policy explains available remedies. Nothing in these terms excludes liability for fraud, death or personal injury caused by negligence, or any liability or right that cannot lawfully be excluded. No blanket “no refunds” rule applies.

Changes and applicable law

The terms supplied with your accepted order apply to that order. We will not retrospectively reduce its scope or change its price without agreement. These terms are governed by the laws of England and Wales. Applicable mandatory consumer protections, including any right to bring proceedings in a consumer’s home jurisdiction, remain unaffected. Contact us first so we can try to resolve a dispute.