Dispute resolution policy

If something went wrong with your booking, you can raise a dispute against it within 14 days after the event. This is the path for anything that happened on or after the event day — for example, the venue not matching what was shown, a service or condition problem, or a cancellation that’s contested.

Before the event day, you don’t need a dispute — you can simply cancel for a full refund. See our Cancellation & Refund Policy.

Samia mediates. You bring the problem to us and deal only with Samia — you don’t have to sort it out with the venue yourself. We review it and decide a fair outcome.

• The moment a dispute is open, the held funds are frozen until it’s resolved.
• You’ll have a short window — around 5 days — to share your side and any evidence.
• We review what’s provided and decide a fair outcome.

After reviewing, Samia can decide one of four outcomes:

• A full refund to you, the client.
• A full release of the funds to the venue.
• A split between the two, where that’s fairest.
• A goodwill credit from Samia.

Samia’s decision on the held funds is final within the platform, subject to your rights under the law.

If a party doesn’t respond, the money does not move on its own. A person on our team still reviews the case and decides on the evidence we have. In plain terms: if one side stays silent, we decide on what’s in front of us — we don’t just release funds automatically.

You’re made whole through Samia’s process first. You deal with us, and we put it right — you don’t have to chase the venue or work out who was at fault. That’s our job, not yours.

Severe weather, security situations, and other events outside anyone’s control don’t fit a simple fault line. We handle these through this same process, weighing the circumstances fairly rather than applying an automatic rule.

This process is how a booking dispute is resolved first, before any outside forum. This policy, and anything that can’t be settled through it, are governed by the laws applicable where Samia Venue operates, and are subject to the courts of that jurisdiction.