Your money is held by Gatherland, not the host, until 48 hours after your booking ends. Hosts are verified before their venues go live, and only guests who completed a booking can leave a review. In an emergency, call 999 first.
1. Payment protection
1.1 You pay the full amount online when you book. We hold the money and release it to the host 48 hours after the booking ends.
1.2 If the host cancels, you receive a full refund.
1.3 If the venue is seriously not as described, you can tell us within 24 hours of the start, and we can refund in part or in full.
1.4 Security deposits are held by us, not the host. They are returned about 48 hours after the booking ends unless the host reports damage, overtime or extra cleaning, with evidence.
1.5 This protection applies only to payments made through the platform. Never pay a host directly for a booking. If a host asks you to, please tell us.
2. Host verification
2.1 Before a venue goes live, we verify the host's business registration, identity and payout account.
2.2 Verification confirms who the host is and where payouts go. It does not mean we have inspected the venue. Hosts are responsible for their own licences, permits and insurance, and for the safety of their venue (see the Host Terms).
3. Reviews from real bookings
3.1 Only guests with a completed booking can review, once per booking.
3.2 Hosts cannot pay for or reward reviews, and the rewards points guests earn for a review are the same whatever the score. See the Review Policy.
4. Address privacy
4.1 Before you book, the venue page shows the general location. The exact floor and unit are shown only after your booking is confirmed.
4.2 For self check-in venues, entry instructions such as a door code are sent by email and WhatsApp before the start time. Do not share them outside your group.
5. Messaging
5.1 Message hosts from the venue page or from your booking, so there is a record if anything goes wrong.
5.2 Be cautious of anyone who asks you to move the conversation or payment off the platform, asks for your password or card details, or sends links to unfamiliar payment pages. We will never ask for your password.
6. Disputes
6.1 Guests. If the venue is seriously not as described, tell us within 24 hours of the booking's start, with photos where possible.
6.2 Hosts. To claim against a deposit for damage, overtime or extra cleaning, report within 48 hours of the booking's end, with photos.
6.3 We review the information from both sides and decide the outcome. We may refund in part or in full.
7. Severe weather
If Typhoon Signal No. 8 or above, or a Black Rainstorm Warning, is in force at any time from three hours before the start of your booking until its start, you may cancel for a full refund or move to another free slot at the same venue within 30 days. See the Cancellation Policy.
8. Reporting an unsafe venue
8.1 Tell us if a venue appears unsafe, for example:
- blocked or locked exits, or missing fire safety equipment;
- more people admitted than the venue can hold safely;
- faulty electrics, gas smells or other hazards;
- the venue being used for illegal activity or gambling;
- a host behaving in a threatening, abusive or discriminatory way.
8.2 Submit the contact form with the venue name, your booking reference if you have one, and a description of what you saw.
8.3 We may pause a listing while we look into a report.
9. Emergencies
9.1 If anyone is in danger, call 999 first for police, fire or ambulance. Leave the venue if it is unsafe to stay.
9.2 Once everyone is safe, report the incident through the contact form so we can follow up with the host and help with your booking.
10. Your account
10.1 Keep your sign-in details private. If you think someone else has used your account, report this immediately through the contact form.
10.2 We use only essential cookies and never store full card numbers. See our Privacy Policy.
11. Contact
Guests and hosts can send safety reports and questions through the contact form.