VALTREZO CUSTOMER TERMS AND CONDITIONS

Last updated: 18 September 2026

1. About Valtrezo

Valtrezo is a wedding booking and management technology platform operated by The Wedding Hub NI.

Wedding suppliers use Valtrezo technology to display availability, offer packages, accept bookings and manage booking information.

When a customer completes a booking through Valtrezo, the customer is booking directly with the selected supplier.

Customer support for the Valtrezo platform can be contacted at:

Email: info@valtrezo.com

These terms apply whenever a customer uses Valtrezo technology to make or manage a supplier booking.

2. The role of Valtrezo

Valtrezo provides booking and payment-processing technology to independent wedding suppliers.

Valtrezo does not provide the advertised wedding service and is not a party to the contract between the customer and the supplier.

When a customer makes a booking:

• the customer books directly with the selected supplier;
• the contract for the wedding service is between the customer and the supplier;
• the supplier accepts and manages the booking using Valtrezo technology;
• the supplier is responsible for providing the booked service;
• the initial booking fee is processed through Valtrezo technology using Stripe; and
• Valtrezo provides the technology used to record, confirm and manage the booking.

The supplier, and not Valtrezo, is responsible for:

• accepting the booking;
• maintaining accurate availability;
• providing accurate service and package information;
• delivering the booked service;
• setting the remaining balance deadline;
• collecting the remaining balance;
• handling requested changes;
• applying the supplier terms and conditions;
• dealing with cancellations and postponements; and
• responding to complaints about the wedding service.

Each supplier operates as an independent business. Suppliers are not employees, agents, partners or representatives of Valtrezo or The Wedding Hub NI.

3. The contract with the supplier

The contract for the wedding service is created directly between the customer and the selected supplier when:

• the required booking information has been provided;
• the customer has accepted these terms;
• the customer has accepted the supplier terms and conditions;
• the 15% booking fee has been successfully processed; and
• confirmation of the booking has been issued.

Valtrezo is not a party to that contract.

The supplier terms form part of the contract between the customer and the supplier. They include important information about:

• what the supplier will provide;
• the remaining balance;
• the balance payment deadline;
• customer responsibilities;
• travel charges;
• requested changes;
• postponements;
• cancellations;
• additional charges; and
• complaints.

Customers must read the supplier terms before confirming a booking.

Nothing in these terms or the supplier terms affects any statutory consumer rights.

4. Making a booking

Before confirming a booking, the customer must check:

• the identity of the supplier;
• the service or package selected;
• everything included and excluded;
• the wedding or event date;
• the service location;
• the package price;
• any potential travel charges;
• the 15% booking fee;
• the remaining balance;
• the balance payment deadline;
• the supplier terms and conditions; and
• any additional requirements shown by the supplier.

A booking is not confirmed until the 15% booking fee has been successfully paid and booking confirmation has been issued.

Adding a service to a basket or beginning the checkout process does not reserve the date.

Customers must be at least 18 years old and legally capable of entering into a contract.

The customer is responsible for ensuring that all information entered during the booking process is complete and accurate.

5. Supplier information

Each supplier is responsible for ensuring the information displayed on their profile and package listings is accurate and up to date.

This includes:

• business information;
• package descriptions;
• prices;
• availability;
• service areas;
• travel charges;
• photographs and videos;
• terms and conditions;
• balance payment deadlines; and
• any restrictions or additional requirements.

Valtrezo may ask a supplier to correct inaccurate or incomplete information. However, the supplier remains responsible for their listing content and the service offered to customers.

Customers should contact the supplier before booking if they require information that is not included in the listing or supplier terms.

6. Booking confirmation

After the booking fee has been successfully processed, the customer will receive confirmation containing the booking information available at that time.

The booking confirmation should include:

• the customer name and contact information;
• the supplier name;
• the service or package booked;
• the wedding or event date;
• the service location;
• the package price;
• the booking fee paid;
• the remaining balance;
• the balance payment deadline; and
• any additional agreed requirements.

Customers must check the confirmation carefully and promptly notify the supplier if any information is incorrect.

Customers are responsible for keeping their contact details updated so the supplier and Valtrezo can provide important booking information.

7. Prices and travel charges

The package price and 15% booking fee will be displayed before the customer confirms the booking.

The 15% booking fee forms part of the package price and is not an additional charge.

Depending on the service location, a separate travel charge may become payable directly to the supplier after the booking has been confirmed.

Each supplier must clearly explain within their terms and conditions:

• the area or mileage included within the package price;
• when a travel charge begins to apply;
• how the relevant mileage will be measured;
• whether the mileage includes the outward journey, return journey or both; and
• how and when the travel charge must be paid.

The exact travel charge may not be available at the point of instant booking because it depends on the addresses and travel requirements connected with the booking.

Any travel charge applied by a supplier must not exceed £0.55 per mile.

By confirming a booking, the customer accepts the travel provisions contained within the supplier terms and agrees to pay any applicable travel charge directly to the supplier.

Optional extras requested after booking may result in additional charges. No optional extra will be added without customer agreement.

8. Booking fee

A non-refundable booking fee equal to 15% of the package price is required to confirm the booking directly with the selected supplier.

The booking fee is allocated as follows:

• 10% of the package price is retained as the Valtrezo technology and booking service fee; and
• 5% of the package price is allocated to the supplier.

Once the booking has been confirmed, the supplier will reserve the agreed date and may refuse other enquiries for that date.

The 15% booking fee is non-refundable if the customer cancels, subject always to statutory consumer rights.

The booking fee will be refunded where:

• the supplier cancels and cannot provide the booked service;
• the confirmed booking cannot be fulfilled;
• the booking was not validly confirmed;
• the payment was taken in error;
• Valtrezo or the supplier agrees otherwise in writing; or
• a refund is required under applicable consumer law.

Processing the booking fee does not make Valtrezo the provider of the wedding service or a party to the contract between the customer and the supplier.

9. Remaining balance

After the 15% booking fee has been paid, the remaining balance will normally be 85% of the package price, plus any applicable travel charge or optional extras agreed after booking.

The remaining balance must be paid directly to the supplier in accordance with the supplier terms and by the payment deadline shown before booking or included in the booking confirmation.

The supplier is responsible for:

• providing clear payment instructions;
• collecting the remaining balance;
• issuing an appropriate payment receipt;
• maintaining accurate payment records; and
• notifying the customer if payment has not been received.

Valtrezo is not responsible for payments made directly to a supplier outside the Valtrezo payment system.

Customers should retain evidence of every payment made directly to a supplier.

Failure to pay the remaining balance or an agreed travel charge by the required deadline may allow the supplier to cancel the booking in accordance with the supplier terms.

10. Stripe payments

The initial booking fee is processed through Valtrezo technology using Stripe.

Valtrezo does not store full customer payment-card details.

Stripe may carry out security, identity or fraud-prevention checks before processing a payment.

A booking will not be confirmed where:

• payment is declined;
• payment is reversed;
• Stripe cannot authorise the transaction; or
• the transaction is identified as potentially fraudulent.

Customers must ensure they are authorised to use the selected payment method.

11. Date-specific services and cancellation rights

All services available through Valtrezo are reserved for a specific wedding or event date.

Where a booking falls within a legal exemption for accommodation, transport, vehicle hire, catering, leisure activities or another qualifying date-specific service, the usual 14-day cancellation right does not apply.

For any service that is not covered by a legal exemption, the customer retains any statutory cancellation right that applies.

Where a customer asks for booking or supplier services to begin during a statutory cancellation period, the customer expressly requests the immediate performance of those services.

The customer acknowledges that cancellation rights may be affected once the requested service has been fully performed, where permitted by law.

Nothing in these terms removes or restricts any consumer right that cannot legally be excluded.

12. Customer cancellation

A customer wishing to cancel must notify the supplier in writing.

The customer should also notify Valtrezo at:

info@valtrezo.com

The cancellation takes effect when clear written notice is received by the supplier.

If the customer cancels a confirmed booking:

• the 15% booking fee is non-refundable;
• any further cancellation charges will be determined by the supplier terms accepted when the booking was made;
• the customer may remain responsible for some or all of the outstanding balance where permitted under the supplier terms and applicable law;
• any refund due from money paid directly to the supplier must be issued by the supplier; and
• cancelling a payment instruction or requesting a chargeback does not cancel the contract.

The supplier is responsible for explaining and applying any additional cancellation charges under the supplier terms.

Cancellation charges must not exceed the amount lawfully recoverable by Valtrezo or the supplier.

The booking fee will not be retained where cancellation results from a material breach by the supplier or where a refund is otherwise required by law.

13. Customer-requested changes

Any request to change a booking, including the date, location, package, service or timings, must be submitted directly to the supplier as soon as possible.

A requested change is not confirmed until the supplier has accepted it in writing.

Changes are subject to:

• supplier availability;
• availability on the requested replacement date;
• a revised price;
• additional travel or staffing costs;
• revised supplier terms; and
• any reasonable costs disclosed before the change is accepted.

If the supplier cannot accommodate a requested change, the original booking remains in place unless the customer cancels it.

Changing the wedding or event date may be treated as cancellation of the original booking and creation of a new booking, particularly where the supplier is unavailable for the replacement date.

The original booking fee will not automatically transfer to a replacement date. Any transfer is subject to supplier availability and written agreement from the supplier and Valtrezo.

14. Changes made by the supplier

The supplier must notify the customer promptly if a material change is required.

Where the proposed change significantly alters the confirmed service, the customer may choose to:

• accept the change;
• accept a suitable alternative offered by the supplier; or
• cancel the affected service and receive an appropriate refund.

A minor change that does not materially affect the booked service will not normally give the customer an automatic right to cancel without charge.

15. Supplier cancellation

If the supplier cancels and cannot provide the booked service, the supplier must notify the customer and Valtrezo promptly.

The customer will be entitled to:

• a full refund of the 15% booking fee;
• a refund of any further amount paid for a service that will not be provided; and
• reasonable assistance from Valtrezo to identify an alternative supplier, where possible.

The customer is not required to accept an alternative supplier.

Valtrezo does not guarantee that:

• a comparable replacement supplier will be available;
• a replacement supplier will be available on the required date;
• the replacement supplier will provide exactly the same service; or
• the replacement service will be available at the same price.

Any additional legal rights the customer may have against the original supplier remain unaffected.

16. Exceptional circumstances

Events outside reasonable control may include:

• extreme weather;
• serious illness or accident;
• fire or flood;
• natural disaster;
• government restrictions;
• venue closure;
• industrial action;
• transport disruption;
• national emergency; or
• another event that could not reasonably have been prevented.

The affected party must notify the others as soon as reasonably possible.

The supplier and customer should explore reasonable options, which may include:

• postponing the booking;
• transferring the booking to another available date;
• changing part of the service;
• providing a suitable alternative; or
• cancelling the booking.

Any refund or cancellation charge will depend on the circumstances, work already completed, costs already incurred, the supplier terms and applicable consumer law.

Nothing in this section allows Valtrezo or the supplier to retain payments where doing so would be unlawful.

17. Customer responsibilities

Customers must:

• provide complete and accurate booking information;
• check that the selected package is suitable;
• provide correct dates, addresses, timings and contact details;
• disclose relevant access, venue or service requirements;
• obtain any permissions required from the venue;
• make all payments by the required deadlines;
• pay any applicable travel charge;
• communicate significant changes promptly;
• behave respectfully towards suppliers and platform staff; and
• ensure guests or other people included in the booking behave appropriately.

A supplier may refuse to provide a service where there is abusive, threatening, dangerous or unlawful behaviour.

Any decision to retain payments following such behaviour must be reasonable and legally permitted.

18. Supplier responsibilities

The supplier is responsible for:

• maintaining accurate availability;
• maintaining accurate profile and package information;
• explaining when travel charges apply;
• accurately calculating any travel charge;
• ensuring travel charges do not exceed £0.55 per mile;
• holding any licence, insurance, permission or qualification required for the service;
• accepting and managing customer bookings;
• providing the service with reasonable care and skill;
• providing the service as described and agreed;
• complying with applicable laws and regulations;
• providing clear balance payment information;
• managing remaining balance payments;
• dealing fairly with amendments, cancellations and postponements;
• responding to customer enquiries within a reasonable time;
• handling complaints relating to the service; and
• protecting customer information received through the booking.

19. Reviews and customer content

Any review submitted through Valtrezo must reflect a genuine customer experience.

Reviews must not contain:

• false or misleading information;
• abusive, threatening or discriminatory language;
• personal information published without permission;
• unlawful or defamatory content;
• promotional spam; or
• content unrelated to the booking.

Valtrezo may moderate or remove content that breaches these requirements.

Valtrezo will not remove a genuine negative review solely because a supplier disagrees with it.

20. Complaints

If a complaint concerns the wedding service, it must first be raised directly with the supplier as soon as possible.

The supplier must be given a reasonable opportunity to investigate and, where appropriate, put the matter right.

If the complaint concerns Valtrezo technology, the booking process or the initial payment process, the customer may contact:

info@valtrezo.com

The customer should provide:

• the booking reference;
• the customer name;
• the supplier name;
• a clear description of the issue;
• relevant photographs, messages or documents; and
• the outcome being requested.

Valtrezo may assist communication between the customer and supplier. However, Valtrezo is not required to determine contractual disputes between customers and independent suppliers.

Nothing in this complaints process prevents a customer from using any legal remedy or alternative dispute-resolution service available to them.

21. Valtrezo responsibility

Valtrezo is responsible for providing the booking and management technology with reasonable care and skill.

Valtrezo is not responsible for providing the wedding service booked by the customer.

Valtrezo does not guarantee that:

• every supplier will remain available;
• every listing will be free from errors at all times;
• the platform will operate without interruption;
• a supplier service will meet preferences not included in the confirmed booking;
• a supplier will agree to requested changes; or
• an alternative supplier will be available if the original supplier cancels.

Valtrezo does not exclude or limit responsibility where doing so would be unlawful. This includes responsibility for fraud, fraudulent misrepresentation, or death or personal injury caused by negligence.

Valtrezo is not responsible for losses caused solely by:

• inaccurate information provided by the customer;
• inaccurate information provided by the supplier;
• an act or omission by an independent supplier;
• customer failure to follow the supplier terms;
• changes agreed directly between the customer and supplier;
• an event genuinely outside reasonable control; or
• an indirect loss that was not reasonably foreseeable.

Nothing in these terms limits customer rights under applicable consumer law.

22. Refunds

Where Valtrezo is responsible for processing an approved refund of the booking fee, the money will normally be returned to the original payment method.

The time taken for the money to appear will depend on Stripe, the card provider and the customer bank.

Where a payment was made directly to the supplier, the supplier is responsible for issuing any applicable refund.

Valtrezo is not responsible for delays by a supplier in refunding money paid directly to that supplier.

The customer cannot receive more than the total amount originally paid.

23. Chargebacks and payment disputes

Customers should contact the supplier and Valtrezo before beginning a chargeback so the matter can be investigated.

Nothing in these terms removes any legal right to contact a card provider or exercise payment protection available by law.

A chargeback does not automatically cancel the booking contract with the supplier.

Fraudulent or knowingly misleading payment disputes may result in account suspension and recovery action where legally permitted.

24. Personal information

Personal information is handled in accordance with the Valtrezo Privacy Policy.

Information required to process and manage a booking may be shared with:

• the selected supplier;
• Stripe and other payment providers;
• website, technology and communication providers;
• professional advisers;
• insurers; and
• legal or regulatory authorities where required.

Customers should review the Valtrezo Privacy Policy before making a booking.

25. Platform availability

Valtrezo may temporarily suspend access to the platform for maintenance, security, updates, technical problems or circumstances outside reasonable control.

Reasonable efforts will be made to restore access promptly.

A temporary platform interruption does not automatically cancel an existing confirmed booking with a supplier.

Customers should contact the supplier directly if they require urgent assistance with an existing booking during a platform interruption.

26. Account suspension

Valtrezo may restrict or suspend customer access where a customer:

• provides false information;
• attempts fraud or payment abuse;
• threatens or harasses another person;
• misuses platform content;
• interferes with platform security; or
• seriously or repeatedly breaches these terms.

Suspending access to Valtrezo does not automatically cancel a confirmed supplier booking or remove an existing payment obligation.

27. Changes to these terms

Valtrezo may update these terms to reflect changes to the platform, booking process or applicable law.

The terms accepted when a booking is made will normally continue to apply to that booking unless:

• a change is required by law;
• the change benefits the customer; or
• the customer expressly agrees to the updated terms.

The latest version will be displayed on the Valtrezo website with the date of the most recent update.

28. Severability

If any part of these terms is found to be unlawful or unenforceable, the remaining terms will continue to apply.

29. Governing law

These terms are governed by the laws of Northern Ireland.

Customers living elsewhere in the United Kingdom retain any mandatory consumer protections available under the law applying where they live.

Disputes may be brought before the courts with jurisdiction under applicable consumer law.

30. Contact information

Questions about Valtrezo technology, the booking process or these terms can be sent to:

Valtrezo

Operated by The Wedding Hub NI

Email: info@valtrezo.com

Questions about a booked wedding service, remaining balance, travel charges, service delivery, changes or supplier-specific terms must be directed to the supplier named in the booking confirmation.