Cancellations & refunds.

01The key principle — the venue's terms govern

Brides Venues does not set a blanket cancellation schedule. Deposits, payment stages, cancellation windows, postponement rules, and how much (if anything) is refundable are determined by each venue’s own terms & conditions — the contract or quotation you receive from, or through us on behalf of, that venue before you commit. Those terms are what apply to your booking. Where anything in this Policy appears to differ from the venue’s written terms, the venue’s terms prevail.

02Before you commit

Because the venue’s terms are the ones that matter, we make sure you can read them first. Before you pay any deposit, we will pass on the venue’s written terms covering:

• the deposit required and the payment schedule;
• the cancellation and refund terms, and the notice periods that apply;
• whether a date can be postponed, and on what conditions;
• any charges that are non-refundable once incurred (for example a supplier’s pre-ordered stock).

Please read them carefully and ask us anything before you confirm. Once you pay a deposit, you are accepting the venue’s terms for that booking.

03How to cancel or postpone

Tell us as early as you can — email hello@bridesvenues.com or open your bookings. Your concierge will:

• confirm the venue’s terms that apply to your situation;
• relay your request to the venue and negotiate on your behalf where there is room to;
• tell you, in writing, what refund (if any) the venue’s terms provide, and how it will be paid.

We aim to acknowledge your request within one (1) business day. The refund amount and timing are set by the venue’s terms, not by us.

04Postponement is usually the better option

Where a date must change, postponing is very often more favourable to you than cancelling — but it too is subject to the venue’s terms and its availability. Wherever the venue allows it, we will help you move your date and carry your deposit across, and we will coordinate with any vendors so the day still comes together.

05If the venue cancels

If a venue is unable to honour a confirmed booking, we will work to have any payment you made returned to you under the venue’s terms and applicable law, and — wherever we can — propose alternative venues of a comparable standard and help you rebook with priority.

06Force majeure

Events outside reasonable control — such as natural disasters, government-imposed travel restrictions, pandemics, or armed conflict — are handled under the venue’s own force-majeure provisions and applicable Indonesian law. In these situations postponement is usually the outcome the parties look for first; we will help you reach the fairest workable resolution the venue’s terms and the law allow.

07How an approved refund reaches you

Where a refund is due under the venue’s terms:

• If you paid the venue directly, the venue issues the refund to you under its terms; we help chase and coordinate it.
• If a payment was made through Brides Venues, an approved refund is returned to the original payment method. Timing depends on the venue and the payment provider, and any non-recoverable processing fee will be disclosed to you before the refund is issued.

08Services you buy directly from Brides Venues

Anything you purchase directly from Brides Venues (for example a paid concierge or subscription service, where offered) is governed by the terms shown to you at the time of that purchase, which will state clearly whether and how it can be cancelled or refunded.

09Your consumer rights

Nothing in this Policy excludes or limits any statutory rights you have under the consumer-protection law of the Republic of Indonesia, or — where it applies to you — the consumer law of your own country of residence. Those rights always stand alongside the venue’s terms.

10Contact

Any question about a cancellation, postponement, or refund: hello@bridesvenues.com.