1. Reservation Cancellations
1.1 Standard Policy
Unless otherwise stated by the venue:
- 2+ Hours Notice: Full refund of deposits, no cancellation fee, no penalties
- Less Than 2 Hours: Venue may charge a cancellation fee up to the amount specified at booking; deposit may be forfeited
- No-Show: Full cancellation fee charged, deposit forfeited, possible booking restrictions
1.2 Venue-Specific Policies
Some Venues have different policies, which may include a 24-hour cancellation requirement, higher cancellation fees, non-refundable deposits, or no refunds for special events. These are clearly disclosed when you book.
1.3 How to Cancel
Online: Open the Gathered app or website, go to "Reservations," select your booking, tap "Cancel," and confirm cancellation.
By Phone: Call the Venue directly (number in your confirmation email).
Confirmation: You'll receive cancellation confirmation via email/SMS.
2. Payment Refunds
2.1 Refund Eligibility
Eligible for Refund:
- Cancellations with proper notice (per venue policy)
- Venue-initiated cancellations
- Duplicate charges
- Billing errors
Not Eligible:
- Late cancellations (per Venue policy)
- No-shows
- Dissatisfaction with food/service (contact the Venue)
- Change of plans after arrival
2.2 Processing Time
- Deposits: Processed within 3–5 business days; returned to original payment method; may take 5–10 days to appear on statement
- Cancellation Fee Reversal: If a fee was charged in error, processed within 3–5 business days after approval
- Venue-Initiated Cancellations: Full refund guaranteed, processed within 24 hours
2.3 Refund Methods
Refunds are issued to the original payment card. If the original payment method is unavailable, refunds may be issued as Gathered account credit or an alternative method (with verification).
3. Special Circumstances
3.1 Emergency Cancellations
For medical emergencies or unforeseen events, contact the Venue directly and provide documentation if requested. Venues have discretion to waive cancellation fees in genuine emergencies.
3.2 Weather or Natural Disasters
Standard cancellation policy applies unless the Venue closes due to weather or natural disaster, in which case a full refund is issued.
3.3 Venue Closures
If a Venue closes unexpectedly, you receive an automatic full refund. We'll notify you immediately and process the refund within 24 hours. We'll also help you rebook elsewhere.
4. Pre-Paid Experiences
4.1 Ticketed Events
Events with pre-purchased tickets have a specific refund policy shown at purchase. They are often non-refundable but may allow transfer to another person. Contact the Venue for exceptions.
4.2 Prix Fixe Menus
Pre-paid set menus show the cancellation policy at booking. Usually 24–48 hours notice is required and they may be non-refundable within 24 hours.
4.3 Private Events
Private dining rooms or special events have custom cancellation terms, usually requiring 48–72 hours notice. A deposit may be required and terms are disclosed before booking.
5. Disputes
5.1 Disputing Charges
Contact the Venue First: Most issues are resolved directly with the Venue, who has full context and can resolve issues faster.
Contact Gathered: If the Venue doesn't resolve the issue, email support@gatheredhq.io and include: booking confirmation number, date and Venue name, charge amount, reason for dispute, and any supporting documentation. We respond within 5 business days.
5.2 Investigation Process
We'll review booking details and timestamps, the cancellation policy, communication records, and Venue records.
5.3 Resolution
Possible outcomes include a full refund, partial refund, charge upheld (with explanation), or Venue credit offered.
6. Modifications to Reservations
6.1 Time/Date Changes
Changes to reservations are free if made 2+ hours before the original time, subject to availability, and may incur a fee if less than 2 hours before.
6.2 Party Size Changes
Increasing party size is subject to availability and may require a new booking. The original cancellation policy applies. Decreasing party size can be done anytime with no penalty, but may affect deposit requirements.
7. Gathered Credit
Gathered credit may be issued for venue cancellations, booking errors on our part, service recovery, or promotional purposes. Credit is applied automatically at checkout, can be combined with other offers, has no cash value, is non-transferable, and expires 12 months from the issue date. You'll receive an email reminder 30 days before expiration.
8. Subscription Services
For business users with subscription plans, separate refund terms apply as specified in your commercial agreement. Pro-rated refunds may be available. Contact: billing@gatheredhq.io.
9. Contact
- Billing Questions: billing@gatheredhq.io
- Refund Status: Check your account or email billing@gatheredhq.io
- General Support: support@gatheredhq.io
- Phone: +971 55 966 6370