Customer Help Centre

When you accept a quote and submit payment, the deposit is held securely by VenueFast in an escrow vault. The funds are not released to the vendor until you mark the booking as successfully completed after your event. This ensures vendor commitment and protects your financial investment.

Yes. You can submit cancellation/refund claims directly from your customer booking thread page. The request is processed in accordance with the vendor's locked cancellation policies. If any billing disputes arise, you can click "Dispute Escrow Transaction" to request Portal Admin mediation.

Add-ons are customizable extras configured by the vendor (e.g. *valet parking*, *stage decoration*). When requesting a booking, checking these options instantly increments the proposed price. The selected addons are then saved inside your itemized booking thread ledger.

Once multiple vendors are booked, you get access to a shared planning workspace dashboard. It links all booked vendors automatically, opening a shared team chat room and a shared task checklist. You can assign logistics checklist items directly to specific vendors.

You can submit a ticket using the form below! Our expert planning assistants will recommend approved marketplace listings that perfectly match your preferred city, guest capacity, and budget limit.