Support

How do I cancel, and what do I get back?

Open the app, go to Me, find the booking and choose Cancel booking. Anyone on the table who has verified their ID can cancel it, not only whoever booked it.

The table price always comes back in full — it's the venue's money for a night you didn't get. AURUM's booking fee comes back too if you cancel more than 48 hours before the event, and is kept if you cancel inside that window. On a split table, each person is refunded their own share on the same terms.

Refunds are issued through Stripe to the card that paid, and usually take 5–10 business days to appear depending on your bank.

The venue turned my booking down. What happens?

A table with more than one guest is reviewed by the venue once everyone on it has verified their ID. If the venue declines it, everything is refunded in full, including AURUM's booking fee, whatever the timing. The same applies if the venue cancels the event.

Not everyone in my group paid in time.

A group booking holds the table while everyone pays their share. If the hold runs out before the last person pays, everyone who did pay is refunded in full, including the booking fee, and the table goes back on the floor. Nobody's money is held hostage to a friend who didn't show up to the checkout.

My ID verification failed or is stuck.

ID checks run through Stripe Identity. If yours failed, you can start it again from Me → ID verification — the usual causes are glare on the document, a cropped edge, or a document the venue's minimum age can't be read from. If it stays stuck after a second attempt, email us and we'll look at it directly.

We never see or store a photo of your ID. Stripe returns your date of birth so the venue's age requirement can be checked, and that's all AURUM keeps.

I paid my share but the table still isn't confirmed.

A split table confirms when the last share is paid. Open View your table from your booking to see who has paid and who hasn't, and to re-send an invite to anyone still outstanding.

I'm signed out, or I'm on a new phone.

Enter the email or phone number you booked with and we'll send you a link to your bookings. You don't need your original device.

How do I delete my account and my data?

In the app: Me → Delete my account. It removes your name, email, phone and your ID verification, and signs you out everywhere.

Cancel any upcoming booking first — the app will tell you which one. Cancelling refunds you under the normal policy above.

Records of tables you have already paid for are kept with your details removed, because the venue needs them for their own accounting — see the privacy policy for exactly what and for how long. If you would rather we did it for you, email support@joinaurum.co from the address on the account.

I run a venue, or I sell tables.

Venue staff sign in from the app under Me → Work at a venue?, or on the web, using the access code AURUM gave the venue. Promoters have their own sign-in and their own code. If you don't have a code yet, email us.