01
Booking changes
Guest count, venue, timings, menus, and access details should be agreed in the booking before the event.
Review your bookingZuppra Concierge
Considered support, when every detail matters.
From first quote to final service, find the clearest next step for bookings, payments, changes, or concerns.
Choose your path
Start with the right place
For a booking concern, begin with the affected booking and open one support case. The case keeps the account, replies, evidence, deadlines, and decision together.
02
Payments & refunds
Check payment status, the cancellation policy, and refund eligibility before contacting your bank.
See payment guidance03
A service concern
Record what happened, preserve original evidence, and open one clear support case through the affected booking.
Open a case04
Caterer & account support
Open a tracked case for verification, documents, paid features, team access, security, or account settings.
Open a caseA calmer path to resolution
Good records protect everyone.
We review the agreement that was actually made, the Platform timeline, and reliable evidence from both parties. Keep communication factual and on-platform.
Before you write to us
- Booking reference
- Short factual timeline
- Original files—not edited screenshots where originals exist
- Amount or outcome requested
- Any urgent food-safety or access concern
- 1
Preserve the record
Keep the booking reference, accepted scope, messages, timestamps, original photos or video, receipts, and venue notes.
- 2
Open one clear case
Explain what was agreed, what happened, when it happened, and the practical outcome you are asking for.
- 3
Allow both sides to respond
Zuppra may request documents, compare the timeline, and ask focused follow-up questions. A payout is held only when its actual payment state permits it.
- 4
Receive a documented decision
Where the booking terms, payment state, and applicable rights allow, support may approve a refund, approve a caterer payout, or close the case without financial action.
One tracked route to the support team
Open a case in your account and keep its reference. The case shows its current stage, next service target, requests from support, participant replies, evidence, and documented outcome.
Open support casesYour privacy & data
For access, correction, deletion, or a question about your data, use the dedicated privacy channel.
Useful answers
Before you need to ask.
When is a booking confirmed?
Only when the Platform shows that payment has been captured and the booking status is confirmed. An accepted quote or pending checkout does not reserve the date indefinitely.
Can I change guest count, venue, menu, or timing?
Yes, if the other party agrees. Record the requested change in Zuppra before the event. A material change may alter price, staffing, equipment, availability, or the cancellation position.
How is a cancellation refund calculated?
The cancellation policy shown before payment forms part of the booking. Eligibility is calculated from that policy, the event date, the time cancellation is recorded, and any mandatory legal rights.
My refund was approved. Why is it not visible yet?
Approved refunds are sent to the original payment method. Banks and payment providers control when the credit appears. Check the case for the recorded payment action and add a response if the provider’s stated processing window has passed.
What about a card dispute or chargeback?
A Zuppra support case creates a shared review record, but it does not remove card-scheme deadlines or any non-waivable legal right. Check the deadlines that apply to you and use the route you consider appropriate.
What if there is an urgent health or safety concern?
Contact the appropriate emergency service or competent UAE authority first when immediate safety is at risk. Then notify Zuppra promptly and preserve the food, packaging, photographs, medical or venue records, and booking details where safe to do so.
Can a customer and caterer complete the booking privately?
Not when the relationship or opportunity came through Zuppra. Keeping the booking and payment on-platform preserves the shared record and support protections and avoids breach of the Terms.
Can support guarantee the outcome I request?
No. Support reviews the accepted scope, cancellation policy, payment state, timeline, evidence, and applicable rights. We may facilitate or apply an administrative outcome available under the booking, but we do not replace a court or competent authority.
Exceptional service begins with clarity.
Keep the booking complete, the conversation factual and respectful, and the case record precise. Follow the next step shown on the case.