Refund & Cancellation Policy

Venues (operators) pay an upfront service fee to use Certainlyours for a fixed term. The term, the fee and what's included are shown before you pay.

• 60 days free — every new venue gets 60 days free from the day it signs up, for a team of up to 10. No card is needed and you pay nothing during the 60 days. Use it to see your venue page grow, your reviews come in and your team get tipped. If it isn't for you, don't continue — you owe nothing.
• More than 10 staff — the free 60 days cover up to 10 team members. To add an 11th, choose a paid plan first.
• Plans by team size — Team 10 (up to 10 staff), Team 30 (11 to 30 staff) and Team 60 (31 to 60 staff), each for 1 year or 3 years. More than one venue, or more than 60 staff: book a call and we'll give you a price. The price is shown before you pay, and plans are bought on certainlyours.com.
• Upfront service fee — when you continue, you pay once for the whole term: 1 year or 3 years, depending on the plan you choose. Your venue page, reviews, tip tools and team tools are set up and run for that full term. Buying again before your term ends adds the new term on to the end.
• When the 60 days or your term end — if you haven't chosen a plan, your venue account is paused: your dashboard shows only the plans until you choose one. Nothing is deleted, and tips from guests still reach your team.
• No automatic renewal — plans don't renew by themselves. At the end of a term you choose whether to buy another.

Membership is a business-to-business service for venues. Team members never pay for Certainlyours.

Plans don't renew by themselves, so there is nothing to cancel — when your term ends, simply don't buy another. If you'd like us to close your venue account, email founder@certainlyours.com.

• You keep full access until the end of the term you have paid for.
• Stopping early — for example if you close, sell or change your mind — does not entitle you to a refund of the term already paid.
• Your team's tips owed are still paid out, and each team member keeps their own profile and reviews.

Your service fee pays for a term of service that starts when you pay. Like any service you've already received, it is not refundable once paid — not if you stop using it, not if your plans change, not part-way through the term.

Nothing in this policy takes away any right you have that the law does not allow us to exclude.

Tips are payments from guests to venue staff. Direct tips go to the staff member's own Stripe account. Team (pool) tips are collected through Stripe into the Certainlyours (Get Certain Ltd) platform Stripe balance and paid out to staff on the venue's agreed payout day. We take no commission from tips.

A tip is only refunded in cases of fraud or a genuine payment error (for example being charged twice), within the time limits and rules set by Stripe and the card networks. If you were charged in error, contact us at founder@certainlyours.com as soon as possible.

Standard withdrawals (minimum £5; usually 2–3 working days to your bank after the payout is made) are free. Optional instant withdrawals carry a 3.5% instant payout fee (minimum 50p; charged by Certainlyours; it includes Stripe's cost), which is shown before you confirm.

For any question about billing, cancellation or refunds:

See also our Terms & Conditions and Privacy Policy.