1. Introduction
These Booking Policies explain how bookings, payments, property care, cancellations and refunds work for hosts and customers who use wenuru to arrange production-location rentals.
Please read these policies and the property's listing before booking. Your booking confirmation sets out the charges, approved activities, access times, security deposit and any property-specific conditions. Property-specific terms apply only where they were disclosed and accepted before payment. No host may add undisclosed charges or change the agreed terms after confirmation without your consent.
This policy should be read together with our Terms & Conditions, Cancellation & Refund Policy, Host / Partner Terms, Privacy Policy and Disclaimer.
Nothing in these policies limits rights or remedies that cannot lawfully be excluded.
Effective Date: 15 October 2026 Last Updated: 15 October 2026
2. Who these policies apply to
| Term | Who it means |
|---|---|
| We / our platform | wenuru — the service facilitating property listings, bookings, payments and booking-related support |
| Host | A property owner or authorised representative offering a location for an approved production |
| Customer / producer | The person or company making the booking |
Customers are responsible for the conduct of their crew, cast, guests, vendors and other people they bring to the property.
Locations may be booked for photography, films, television, advertising, reels and other approved productions. A production booking does not include overnight accommodation, public events or other uses unless expressly agreed and legally permitted.
A booking is confirmed when the host accepts it, the required payment succeeds and the customer accepts the booking terms. A pending request does not guarantee a reservation. Company bookings must identify an authorised representative and the company responsible for the booking.
3. Property information and approved use
Hosts must have the legal authority to offer their properties and must obtain any necessary landlord, building or association approvals. Listings must accurately describe available areas, capacity, amenities, access, parking, accessibility, power supply, noise restrictions, surveillance cameras, known hazards and existing damage.
Before booking, customers must disclose the production type, maximum number of people, equipment, vehicles, electrical requirements and any planned alterations or special activities. Only the areas and activities included in the confirmed booking may be used.
Activities requiring advance written approval
The following require advance written approval, plus any necessary permits, qualified professionals and insurance:
- Stunts, pyrotechnics, open flames, weapons or replicas
- Drones, animals, smoke machines, water effects and generators
- Structural changes, set construction or changes to fixtures
- Nudity or other sensitive productions
Illegal activity is prohibited. Productions involving minors must comply with applicable safeguarding, guardianship and employment requirements.
Rights, permits and releases
Booking a location does not automatically grant rights to film or reproduce artwork, trademarks, music, individuals or neighbouring properties. Customers must obtain the necessary permits and releases. Hosts can grant only the rights they legally control. Any restriction on identifying the property or distributing footage must be agreed before booking.
4. Customer payments
Unless a different payment schedule is expressly offered at checkout, customers must pay the full confirmed booking charges at confirmation. Any refundable security deposit is collected or authorised separately.
All rental charges, platform fees, taxes, add-ons, payment deadlines and applicable processing charges must be disclosed before payment. A failed payment does not confirm a booking. Contact support@wenuru.com about duplicate, delayed or incorrect payments before attempting another payment.
Payments must use the approved platform payment methods. Hosts must not request undisclosed or off-platform payments to bypass booking charges or protections.
Never share banking passwords, card security codes or payment-authorisation OTPs with a host.
5. Host payouts
10% advance payment to the host
The host receives an advance equal to 10% of the confirmed Booking Total, where the booking is not cancelled before 12 hours of the booking start time.
For this policy, Booking Total means the confirmed customer booking charges, including disclosed fees and applicable taxes, but excluding the refundable security deposit, future unapproved overtime and damage claims.
The advance is part of the host's final payout — it is not an extra payment and not a 10% customer down payment. Host payouts remain subject to agreed commission, applicable tax withholding, refunds and other valid adjustments. The advance cannot exceed the host's payable entitlement.
The advance is initiated only after:
- The required customer funds have been successfully received and are available
- No cancellation, material fraud concern or payment restriction prevents the payout
Example:
| Item | Amount |
|---|---|
| Booking Total | ₹20,000 |
| Security deposit (separate) | ₹10,000 |
| Host advance (10% of Booking Total) | ₹2,000 |
The deposit is not included in the calculation.
Remaining host payout
We initiate the remaining undisputed host payout within 2 business days after checkout and the initial booking review. Arrival in the host's bank account depends on the payment provider.
Where a dispute requires a temporary hold, we explain the reason and retain only the reasonably disputed amount where possible.
If a host-related refund changes the final entitlement, an advance may need to be adjusted or recovered through a lawful process. The host will receive notice, supporting information and an opportunity to respond.
6. Check-in, checkout and booking-time records
At check-in
The host and customer should inspect the property together, record its condition and check any agreed inventory.
If the property is unavailable, unsafe or materially different from the listing, do not start merely because the host requests it. Contact support@wenuru.com for help with correction, an alternative location or cancellation.
At checkout
Customers must finish the shoot, remove their equipment and people, restore agreed furniture and return keys or access devices within the booked time. The host and customer should complete a joint inspection once the property has been vacated.
Late arrival, delays and verification problems
| Situation | How it is handled |
|---|---|
| Early access | Requires host approval and an accepted booking adjustment where additional charges apply |
| Customer late arrival | Does not automatically extend the reservation or reduce the reserved-time charge |
| Host late access | Unavailable reserved time is credited. Any extension requires agreement and availability. A delay that defeats the booking's purpose may qualify for a full refund |
Booking records include scheduled and actual access times, the property's timezone, verification results, agreed changes, condition reports and payment status. Corrections are documented without concealing the original record.
Personal information is handled in accordance with our Privacy Policy and applicable privacy requirements.
7. Booked hours, overtime and extra charges
Booked time includes setup, filming, packing, cleaning and restoration. Please allow enough time for all of these activities.
Extensions require host approval and are subject to availability and property restrictions. Unless a different rate is disclosed and accepted before booking, overtime is charged at 1.5 times the booked hourly rental rate, in 15-minute increments, after the scheduled or agreed revised checkout time. For day-rate bookings, the overtime calculation must be disclosed before confirmation.
Customers will not be charged for host-caused delay, and will not be charged both overtime and a separate penalty for the same late-vacating period. Approved early access is charged at the agreed extension rate.
Charges for additional people, rooms, equipment, utilities or services apply only under previously disclosed rates or a separately accepted change. Routine cleaning must be included in the price or itemised before booking. Extraordinary cleaning requires evidence of work beyond the agreed standard.
Hosts may stop unsafe or unauthorised activities, but may not detain people, seize equipment or use force to collect payment.
8. Refundable security deposits
Some exclusive, high-value or higher-risk properties require a refundable security deposit, collected manually. The exact amount, collection method and deadline are shown before booking.
A security deposit is not a rental fee, host advance or insurance policy, and it does not limit responsibility for proven damage.
The standard deposit for designated premium properties is 25% of the rental subtotal, unless a different approved amount is disclosed before booking. Higher-risk productions or properties with valuable fixtures may require an individually assessed deposit. Requirements must be applied consistently and without discrimination.
Collection and release
- Deposits are secured 24 hours before access, or immediately for bookings made less than 24 hours ahead
- Where supported, the deposit may be a temporary payment-authorisation hold rather than a completed charge. Other approved methods may require refundable payment
- If collection fails, we notify the customer and offer a supported alternative where possible. Access cannot begin until the requirement is satisfied. Technical failures are reviewed fairly under the disclosed booking terms
- If a hold must be renewed for a long or rescheduled booking, the customer is notified and any necessary authorisation obtained. Duplicate overlapping holds must be avoided
- With no claim, we initiate release or refund within 2 business days after checkout and the initial inspection period. The bank or payment provider may take additional time to remove a hold or post a refund
- With a claim, we provide the customer with the amount and supporting evidence. Only a reasonable disputed portion may be retained; the undisputed balance is released
Deposits are not automatically forfeited and are not used for cancellation penalties. Agreed overtime or extraordinary cleaning may be deducted only where the accepted deposit terms lawfully allow it, with an itemised explanation. Hosts may not keep a customer's identity documents as security.
9. Property care and damage claims
Hosts and customers should record existing conditions with time-stamped photographs and an inventory before use. Customers must protect floors and surfaces, use approved electrical connections, and avoid moving or altering fixtures without permission. Hosts should remove or protect irreplaceable items and disclose known defects.
Report any incident promptly. If someone is in danger, contact emergency services first and take reasonable steps to prevent further harm.
Customers are responsible for substantiated damage caused by their production group, including unauthorised alterations, attributable theft and extraordinary cleaning. They are not responsible for ordinary wear, pre-existing damage, inherent defects, host negligence or unrelated deterioration.
Claim process
- Hosts should report visible damage within 24 hours of checkout and submit the claim and initial evidence within 48 hours
- Concealed damage discovered within 7 calendar days may be reviewed where the host explains why it could not reasonably have been identified earlier and provides evidence linking it to the booking
- Claims must include relevant before-and-after records, a description of the incident, repair estimates, receipts or other supporting evidence
- Customers receive the relevant evidence and have 3 business days to respond. A failure to respond does not, by itself, prove liability
- We assess responsibility and reasonable repair or like-for-like replacement cost, allowing for age and condition. Significant or disputed amounts may require an independent estimate
Claims must not include unjustified upgrades, punitive markups or speculative lost profits. Any loss-of-use claim requires proof, reasonable mitigation and a lawful contractual basis. Insurance or other recoveries are taken into account to prevent double recovery. Provisional deductions must be reconciled, with excess amounts returned.
Only agreed or fairly determined amounts may be collected through properly authorised payment methods. Amounts above the deposit require valid payment authority or lawful recovery. Both parties receive an explanation of the decision and information about appealing it. Administrative reporting deadlines do not remove statutory rights.
10. Customer cancellations
Cancellations must be submitted through the Platform's booking or support channel. Refund eligibility is based on when the cancellation is received, measured against the property's scheduled local start time.
Unless a different policy was clearly disclosed and accepted before booking, the following standard cancellation policy applies:
| When you cancel | Rental subtotal refunded |
|---|---|
| Before 24 hours of booking start time | 100% |
| Before 12 hours of booking start time | 80% |
| Before 6 hours of booking start time | 60% |
| Before 2 hours of booking start time | 20% |
Other charges on cancellation
- Refundable security deposits are returned in full unless a separately valid claim arises from actual property access
- Platform service fees are refunded for cancellations before access under this standard policy
- Unperformed optional services are refunded, except lawful, pre-disclosed, non-recoverable committed costs supported by evidence
- Applicable taxes are adjusted through the required refund or credit-note process
- Undisclosed processing charges will not be deducted
Where cancelled time is rebooked, recovered rental value is credited to the original customer up to the amount retained, less only lawful, disclosed unrecovered costs. Hosts cannot receive duplicate recovery for the same reserved time.
No-shows and early departure
A customer who neither arrives nor contacts the host or support within 60 minutes of the scheduled start may be treated as a no-show. Contact support if you expect a delay. A later arrival may still be accommodated within the original reservation where confirmed; it does not automatically extend the booking.
Leaving early after receiving usable access generally does not entitle a customer to a refund for unused reserved hours. Exceptions include agreed credits, qualifying property failures and mandatory legal rights.
11. Host cancellations and booking changes
Host cancellation or unavailable property
If a host cancels a confirmed booking, the host is penalised 20% of the booking amount.
If a host cancels, double-books the property, denies access without a valid customer-related reason, or cannot provide the materially agreed location before use begins, the customer receives a full refund of booking charges and release of the deposit.
An alternative location or booking credit is optional and requires customer consent. Hosts must not ask customers to cancel on their behalf to avoid responsibility. Avoidable host cancellations may result in warnings, listing restrictions or suspension. Any contractual host penalty must be disclosed, proportionate and reviewable.
A booking refund does not automatically include reimbursement of every related production expense. Any relocation assistance or additional remedy is explained separately, without limiting mandatory legal rights.
Rescheduling and partial cancellations
Changes to dates, hours, rooms or services require both parties' approval and a recorded price adjustment. Rescheduling does not automatically remove a cancellation charge already applicable to the original reserved time unless expressly waived.
Removing part of a reservation is treated as a partial cancellation under the accepted terms. A host's withdrawal of agreed access is treated as a host-related failure, not a customer cancellation. Stricter terms cannot be applied retroactively without lawful agreement.
12. Extraordinary events and weather
Evacuation orders, government shutdowns, major disasters and comparable independently verifiable events that make use unlawful or objectively unsafe may qualify for refunds of unused affected services, regardless of the ordinary cancellation tier. Any rescheduling is optional.
Customer illness, unavailable cast or crew, funding problems, routine traffic and ordinary unfavourable weather do not automatically qualify for an exception, unless applicable law or an accepted protection provides otherwise.
Outdoor properties must disclose their weather suitability and any rain-date or weather-refund arrangement before booking. Unsafe conditions may require a shoot to stop. Refunds depend on the cause, services already delivered, accepted terms and applicable law. We explain the basis for any retained charges and assess requests consistently using relevant evidence.
13. Failed or interrupted bookings and refunds
Contact support promptly if a location is unavailable, unsafe or materially different from the booking. Where practical, report problems within 24 hours of discovery and provide available photographs or other evidence. Delayed reporting does not remove mandatory rights. Customers do not have to continue an unsafe production while awaiting a response.
| Situation | Outcome |
|---|---|
| No meaningful use | A full refund may apply where unavailable access, unsafe or unlawful premises, or material misrepresentation defeats the booking's purpose and the customer did not cause the problem |
| Partial loss of use | Host-caused delays, missing essential facilities or unusable booked areas qualify for an appropriate refund of affected time or services. A full refund may apply where meaningful use is prevented |
| Utility outages | The cause and impact are reviewed under the property-failure or extraordinary-event provisions |
| Customer-caused interruption | Unsafe, illegal or materially unauthorised activity may be stopped. Delivered-service and reasonable reserved-time charges may remain payable, subject to a fair, documented assessment |
| Minor issues | Correction, an agreed credit or a proportionate adjustment may be appropriate rather than a full refund |
| Incorrect charges | Verified duplicate payments, calculation errors and unauthorised extensions are reversed |
Approved refunds are itemised by rental, fees, taxes, add-ons and deposit. We initiate refunds within 5 business days, normally to the original payment method. Banks or payment providers may take a further 5–10 business days to post the refund. These are estimates, not guaranteed bank-arrival dates.
If the original method cannot receive the refund, we arrange a verified alternative. Booking credits are provided instead of money only with the customer's agreement.
14. Insurance, safety, privacy and conduct
Higher-risk or high-value bookings may require production liability and property-damage insurance. Any required coverage and evidence deadline is disclosed before confirmation. Customers must ensure their cover includes the proposed activities and rented premises. Hosts must ensure their own insurance permits commercial production use. A security deposit is not insurance, and no platform damage guarantee is implied by these policies.
Everyone must observe lawful capacity limits, emergency access, noise restrictions, parking rules, waste requirements and agreed curfews. Emergency exits must remain clear. Hosts must explain known hazards and relevant safety requirements. Any responsibility for equipment or property loss remains subject to the circumstances and applicable law, including responsibility for negligence.
Hosts must disclose property surveillance before booking. Cameras are prohibited in bathrooms, changing areas and other private spaces. Personal data and dispute evidence must be used only for legitimate, lawful purposes. Permission to use production footage or testimonials for marketing must be obtained separately.
Harassment, discrimination, threats and abusive conduct are not permitted. Restrictions or suspensions for misconduct will be proportionate and reviewable; legitimate outstanding refunds remain payable.
15. Support, disputes and appeals
Use the support channel provided with your booking confirmation to report booking problems, payment issues or claims. For immediate danger, contact local emergency services first.
We aim to acknowledge ordinary complaints within 1 business day and decide straightforward disputes within 10 business days after receiving the necessary evidence. More complex cases may take longer; we provide updates and explain material delays.
Both parties may present relevant evidence. Decisions include reasons and an itemised calculation. Either party may request an internal appeal within 7 calendar days of the decision. We aim to resolve appeals within 10 business days. These administrative timelines do not restrict statutory complaints, court access or other mandatory remedies.
A bank chargeback does not automatically establish fault or remove valid obligations. We coordinate chargebacks and refunds to avoid duplicate reimbursement and explain any necessary temporary payment hold.
16. Contact information
For any question about a booking, payment, deposit or claim:
EPIC NEXUS GROUP Email: support@wenuru.com Contact form: wenuru.com/contact Registered office: S-250, 2nd Floor, Orbit Signature Walk, VIP Road, Zirakpur, Punjab - 140603, India
17. Policy changes and applicable rights
The policy and property-specific conditions accepted when a booking is confirmed govern that booking. Material changes apply prospectively unless a lawful change is agreed with the affected parties.
The "Last Updated" date at the top of this page shows the version currently in force. Where a change is material, we will notify you by email, in-app notice or a prominent notice on the Platform before it takes effect.
If a provision conflicts with applicable mandatory law, that law prevails. Any booking-specific information about the contracting entity, applicable jurisdiction or additional legal terms is disclosed before confirmation.