Refund & Cancellation Policy

Last updated: 10/08/2026

This Refund & Cancellation Policy ("Policy") forms part of the Tabu Customer Terms of Service ("Terms") and applies to Bookings made through the Tabu mobile applications, website and related services operated by Tabu Co., Ltd. ("Tabu," "we," "us" or "our").

Capitalised terms not defined in this Policy have the meanings given to them in the Terms.

By confirming a Booking, you acknowledge and accept:

  • this Policy;
  • the Booking-specific terms displayed before confirmation;
  • any applicable Venue or Event conditions; and
  • any disclosed Deposit, Tabu Service Fee, cancellation deadline, Late Cancellation Charge or No-Show Charge.

In summary

Deposits, prepayments, minimum-spend prepayments, event table packages and Event tickets are generally non-refundable.

Cancelling a Booking does not normally entitle you to a refund. However, cancelling may prevent the Booking from being recorded as a No-Show and may prevent a disclosed Late Cancellation Charge or No-Show Charge from applying.

A refund or payment correction may be available only where expressly provided in this Policy, in the Booking-specific terms, or where required by applicable law.

1. General Non-Refundable Policy

1.1 Non-refundable payments

Except as expressly provided in this Policy, the applicable Booking-specific terms or mandatory law, the following payments made through the Platform are non-refundable:

  1. Deposits;
  2. table deposits;
  3. minimum-spend prepayments;
  4. reservation prepayments;
  5. Event ticket payments;
  6. Event table packages;
  7. Late Cancellation Charges;
  8. valid No-Show Charges; and
  9. Tabu Service Fees associated with a customer cancellation, Late Cancellation or No-Show.

1.2 Reason for the policy

Bookings relate to time-sensitive and limited-capacity tables, spaces, tickets and experiences. When a Booking is confirmed, the relevant capacity may be removed from availability to other customers. Tabu therefore applies a non-refundable model except in the limited circumstances expressly stated in this Policy.

1.3 Exceptions

A full or partial refund or payment correction may be provided where:

  1. a Venue or Host cancels a confirmed prepaid Booking or Event in full and the booked experience does not take place;
  2. Tabu cancels a Tabu-Hosted Event in full;
  3. the Booking-specific or Event-specific terms expressly provide a refund right;
  4. applicable law requires a refund;
  5. a duplicate, incorrect or otherwise invalid charge is made;
  6. payment is successfully taken but the Booking or ticket is not successfully created because of a Tabu or payment-system error;
  7. a Late Cancellation Charge or No-Show Charge is found to have been applied incorrectly; or
  8. Tabu determines that a full or partial payment correction is appropriate because of an operational or technical error.

1.4 Statutory rights

Nothing in this Policy excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded, restricted or modified.

2. Booking-Specific Terms

2.1 Information shown before confirmation

Before you confirm a Booking, Tabu will display the material payment and cancellation conditions applicable to that Booking, which may include:

  1. the Deposit or prepayment amount;
  2. whether the Booking requires a payment card guarantee;
  3. the Tabu Service Fee;
  4. the cancellation deadline;
  5. the arrival deadline or grace period;
  6. any Late Cancellation Charge;
  7. any No-Show Charge;
  8. whether transfer is permitted;
  9. whether any Event-specific refund exception applies; and
  10. any other relevant Venue, Host or Event condition.

2.2 Acceptance and records

You accept the Booking-specific terms when you confirm the Booking. Tabu may record the version of the applicable terms, charges, deadlines and policies accepted by you, together with the date and time of acceptance.

2.3 Changes after confirmation

A Venue, Host or Tabu may not retrospectively apply a more restrictive cancellation deadline, No-Show Charge or other payment condition to an existing Booking unless:

  1. the change is required by law;
  2. you expressly agree to the change; or
  3. the change is otherwise permitted under the applicable Booking terms and does not unlawfully prejudice your rights.

2.4 Express refund exceptions

Where Booking-specific or Event-specific terms expressly provide a refund right, that right applies only to the relevant Booking and only in accordance with the stated conditions. It does not change Tabu’s general non-refundable policy for other Bookings.

3. Club and Bar Bookings

3.1 Deposits and minimum-spend prepayments

Club and bar Bookings may require a Deposit, table prepayment or minimum-spend prepayment. These payments are non-refundable once the Booking is confirmed, except in the circumstances expressly stated in Section 1.3.

3.2 Application toward the Venue bill

Where a Deposit or minimum-spend prepayment is intended to be credited toward amounts payable at the Venue, this will be stated in the Booking-specific terms.

Any additional amount incurred at the Venue remains payable directly to the Venue in accordance with the Venue’s conditions.

3.3 Customer cancellation

You may cancel an eligible club or bar Booking through the Platform.

Cancelling the Booking:

  1. releases the table, space or other capacity back to availability;
  2. does not entitle you to a refund of a Deposit, table prepayment, minimum-spend prepayment or Tabu Service Fee; and
  3. may prevent the Booking from being recorded as a No-Show, provided the cancellation is made in accordance with the applicable cancellation deadline.

3.4 Late cancellation

Where a club or bar Booking has a disclosed cancellation deadline, a cancellation submitted after that deadline is a Late Cancellation. A disclosed Late Cancellation Charge may apply in addition to the non-refundable treatment of any Deposit or prepayment.

4. Restaurant Bookings

Restaurants may use different Booking models. The model applicable to your Booking will be displayed before confirmation.

4.1 Reservation without payment or card guarantee

The Booking may require no Deposit and no payment card.

If you do not attend:

  1. no monetary charge will ordinarily apply unless another charge was disclosed before confirmation; but
  2. the Booking may be recorded as a No-Show and may be considered under Section 6.

4.2 Card-secured reservation

A Venue may require you to provide and authorise a valid payment method to secure the Booking.

You may cancel without a Late Cancellation Charge until the disclosed cancellation deadline.

If you:

  1. cancel after the disclosed cancellation deadline; or
  2. do not attend by the applicable arrival deadline,

the disclosed Late Cancellation Charge or No-Show Charge may be charged to the authorised payment method.

The total potential charge will be shown before you confirm the Booking.

4.3 Restaurant Booking requiring a Deposit

A restaurant may require a Deposit at the time of Booking.

The Deposit is non-refundable if you voluntarily cancel, make a Late Cancellation or do not attend, except where Section 1.3 applies.

5. Late Cancellations and No-Shows

5.1 Late Cancellation

A "Late Cancellation" occurs when you cancel a Booking after the cancellation deadline disclosed before confirmation.

A Late Cancellation is separate from a No-Show.

A Late Cancellation does not ordinarily count as a No-Show for account-enforcement purposes, although repeated or abusive Late Cancellations may be considered under the Terms where they amount to misuse of the Platform.

5.2 No-Show

A "No-Show" occurs when:

  1. you do not attend the Booking by the applicable arrival deadline or within any disclosed grace period; and
  2. you have not validly cancelled the Booking in accordance with the applicable cancellation deadline.

5.3 Charges

A Late Cancellation Charge or No-Show Charge may be applied only where:

  1. the potential charge and amount or calculation method were disclosed before you confirmed the Booking;
  2. you provided any payment authorisation required for the charge; and
  3. the conditions for applying the charge have been satisfied.

The amount may be fixed, calculated per guest or calculated using another formula disclosed before confirmation.

5.4 Tabu Service Fee within a charge

A Late Cancellation Charge or No-Show Charge may include the standard Tabu Service Fee applicable to the Booking.

The allocation of the charge between Tabu and the Venue is handled through the Platform and does not increase the total amount disclosed to you before confirmation.

5.5 No fixed suspension threshold

There is no fixed number of No-Shows that automatically results in a restriction or suspension.

One or more No-Shows may result in:

  1. a warning;
  2. a temporary restriction on making new Bookings;
  3. a restriction on particular Booking types or Platform features; or
  4. temporary or permanent account suspension in accordance with the Terms.

5.6 Factors considered

When determining whether action is appropriate and how long any restriction or suspension should last, Tabu may consider:

  1. the number and frequency of No-Shows;
  2. whether the conduct appears repeated, deliberate or abusive;
  3. the type, value and limited capacity of the affected Booking;
  4. the impact on the Venue or Host;
  5. your previous Booking and enforcement history;
  6. any explanation or supporting information you provide;
  7. the reliability of the Venue’s attendance or check-in record; and
  8. whether any previous No-Show record was successfully challenged.

5.7 Notice of action

Where Tabu imposes a No-Show-related restriction or suspension, Tabu will ordinarily notify you of:

  1. the general reason for the action;
  2. the type and expected duration of the restriction or suspension; and
  3. how to challenge an incorrectly recorded No-Show.

Tabu may limit the information provided where required by law or where disclosure would create a material safety, fraud-prevention or security risk.

5.8 Challenging a No-Show

If you believe that a No-Show or related charge was recorded incorrectly, you may contact Tabu support within the period stated in the notice or, if no period is stated, within a reasonable period after becoming aware of it.

Tabu may request relevant information from you and the Venue, including check-in records, communications or other evidence reasonably necessary to review the matter.

If Tabu determines that a No-Show was incorrectly recorded:

  1. the No-Show record will be corrected or removed;
  2. any related incorrect charge will be refunded or reversed;
  3. any restriction or suspension resulting solely from that No-Show will be corrected or reversed; and
  4. your Booking history will be updated where reasonably possible.

6. Event Tickets and Event Table Packages

6.1 Non-refundable Event purchases

Event tickets and Event table packages are non-refundable once purchased, except where:

  1. the Event is cancelled in full under Section 8;
  2. the applicable Event-specific terms expressly provide a refund right; or
  3. applicable law requires a refund.

6.2 Customer inability to attend

You are not entitled to a refund merely because:

  1. you change your plans;
  2. you are unable to attend;
  3. your travel or transportation arrangements change;
  4. another member of your group cannot attend; or
  5. you fail to satisfy an admission requirement disclosed before purchase.

6.3 Postponed or rescheduled Events

Postponement or rescheduling does not automatically entitle you to a refund.

Unless the Event-specific terms state otherwise or applicable law requires a refund:

  1. your ticket or Event table package will remain valid for the rescheduled Event; and
  2. inability to attend the new date or time does not create an automatic refund right.

6.4 Other Event changes

Changes to an Event’s:

  1. Venue;
  2. timetable;
  3. programme;
  4. line-up;
  5. performer, speaker or participant;
  6. format;
  7. capacity;
  8. table or seating arrangement; or
  9. other Event details,

do not automatically entitle you to a refund unless the Event-specific terms expressly provide otherwise or applicable law requires it.

6.5 Admission requirements

Possession of a valid ticket or Event Booking does not remove the requirement to comply with applicable:

  1. age and identification requirements;
  2. entry deadlines;
  3. dress codes;
  4. security checks;
  5. Venue and Event rules; and
  6. lawful directions from the Venue, Host or Event operator.

A refusal of entry caused by your failure, or the failure of a member of your group, to satisfy a disclosed requirement does not ordinarily entitle you to a refund.

7. Booking and Ticket Transfers

7.1 Availability

Transfers are available only for eligible Bookings where Tabu expressly enables the transfer function.

A Booking or ticket must not be sold, transferred or reassigned outside the authorised Tabu transfer process where the applicable terms prohibit this.

7.2 Recipient acceptance

A transfer is not complete until the recipient:

  1. is an eligible Tabu user;
  2. accepts the transfer;
  3. accepts the Booking-specific and Event-specific terms; and
  4. completes any payment-method or authorisation requirements presented by Tabu.

7.3 Responsibility after transfer

Once a transfer is completed, the recipient is responsible for complying with the applicable Booking requirements and attending the Booking.

Tabu may require the recipient to provide a separate payment method or payment authorisation before the transfer is completed where a Late Cancellation Charge or No-Show Charge could apply.

7.4 Original payer

A transfer does not change the original payment method used for the Booking unless Tabu expressly states otherwise.

If an eligible refund later becomes payable, it will ordinarily be returned to the original payment method and not paid to the recipient.

7.5 No payment between users

Tabu does not facilitate or guarantee payment between the transferor and recipient. Any private financial arrangement between users is outside Tabu’s responsibility and may be prohibited where it amounts to unauthorised resale.

8. Cancellation or Changes by a Venue, Host or Tabu

8.1 Complete cancellation by a Venue or Host

Where a Venue or Host cancels a confirmed prepaid Booking or Event in full and the booked experience does not take place, Tabu will refund:

  1. the eligible amount paid through the Platform for that Booking or Event; and
  2. the applicable Tabu Service Fee charged for that Booking or Event.

The refund will be made regardless of whether Tabu has already settled the relevant transaction proceeds to the Venue or Host. Tabu’s recovery of the amount from the Venue or Host is a separate matter between Tabu and that party.

8.2 Complete cancellation of a Tabu-Hosted Event

Where Tabu cancels a Tabu-Hosted Event in full and the Event does not take place, Tabu will refund:

  1. the ticket price or Event table package amount paid through the Platform; and
  2. the applicable Tabu Service Fee.

8.3 Postponement and rescheduling

A postponed or rescheduled Booking or Event is not treated as a complete cancellation where the underlying experience remains scheduled to take place.

Section 6.3 applies unless the Booking-specific or Event-specific terms state otherwise or applicable law requires a refund.

8.4 Substitutions and other changes

A change or substitution by a Venue or Host does not automatically entitle you to a refund unless:

  1. the applicable terms expressly provide a refund for that type of change;
  2. Tabu or the relevant party expressly offers a refund; or
  3. applicable law requires one.

8.5 Venue refusal of entry

Admission decisions are controlled by the relevant Venue or Host, subject to applicable law.

Where entry is refused because you or a member of your group did not satisfy a disclosed age, identification, dress, conduct, arrival or other admission requirement, the Booking remains non-refundable unless applicable law or the Booking-specific terms state otherwise.

Where you believe entry was incorrectly refused, the underlying admission dispute should ordinarily be addressed with the Venue or Host. Tabu may assist with payment or refund processing where the Venue or Host acknowledges that a refund is due or where Tabu otherwise determines that a refund is required under this Policy or applicable law.

9. Tabu, Payment and Technical Errors

9.1 Invalid charges

The non-refundable policy does not permit Tabu to retain money charged incorrectly.

Tabu may provide a full or partial payment correction where:

  1. you are charged more than once for the same transaction;
  2. the amount charged differs from the amount you authorised;
  3. payment is taken but no Booking or valid ticket is created because of a Tabu or payment-system error;
  4. a Late Cancellation Charge or No-Show Charge is applied incorrectly;
  5. an unauthorised charge is confirmed following Tabu’s review; or
  6. another technical or operational error results in an invalid charge.

9.2 Failed Booking after payment

If payment is taken but the Booking cannot be completed or confirmed because of a Tabu or payment-system error, Tabu will:

  1. attempt to complete or restore the Booking where reasonably possible; or
  2. reverse or refund the affected amount, including any associated Tabu Service Fee.

9.3 Pending card authorisations

A failed, cancelled or incomplete payment attempt may temporarily appear as a pending authorisation on your account.

The time required for a pending authorisation to be released is controlled by the payment provider, card network and issuing bank. A pending authorisation is not necessarily a completed charge.

9.4 Partial corrections

Where only part of a charge is incorrect or only part of the booked service is eligible for correction, Tabu may process a partial refund or adjustment.

10. Tabu Service Fees

10.1 Customer cancellation, Late Cancellation or No-Show

The Tabu Service Fee is non-refundable where:

  1. you voluntarily cancel the Booking;
  2. you make a Late Cancellation;
  3. you validly incur a No-Show Charge; or
  4. you are unable or unwilling to attend for a reason not covered by an express refund exception.

10.2 Venue, Host or Tabu cancellation

The applicable Tabu Service Fee will be refunded where:

  1. a Venue or Host cancels the Booking or Event in full and the experience does not take place;
  2. Tabu cancels a Tabu-Hosted Event in full; or
  3. a Tabu or payment-system error prevents the Booking or ticket from being validly completed.

10.3 Bank and currency charges

Tabu refunds amounts charged by Tabu through the Platform in accordance with this Policy.

Tabu is not responsible for separate charges imposed independently by your:

  1. bank;
  2. card issuer;
  3. payment account provider; or
  4. currency-conversion or foreign-exchange provider,

except where applicable law requires otherwise.

11. How Refunds Are Processed

11.1 Original payment method

An eligible refund will ordinarily be returned through the original payment method used for the transaction.

Where this is not technically available, Tabu may contact you regarding a lawful and reasonably secure alternative method.

11.2 Processing time

Once Tabu approves and submits a refund, the time required for the credit to appear depends on:

  1. the payment method;
  2. the payment provider;
  3. the applicable card network;
  4. your issuing bank; and
  5. whether additional information or processing is required.

Tabu does not control the time taken by your bank or card issuer after the refund has been submitted.

11.3 Refunds following Venue or Host settlement

An eligible refund under this Policy is not affected merely because all or part of the transaction proceeds have already been settled to the Venue or Host. Where a refund is due under this Policy, Tabu will process the eligible refund in accordance with this Section. Any settlement, reimbursement, deduction, recovery or other financial arrangement between Tabu, Omise, the Venue or the Host is separate from the customer's entitlement to that refund.

11.4 Refund notification

Where reasonably practicable, Tabu will notify you after an eligible refund has been submitted to the payment provider.

12. Payment Disputes and Chargebacks

12.1 Contacting Tabu

If you believe a charge is duplicate, incorrect, unauthorised or otherwise invalid, you are encouraged to contact Tabu support promptly so that the issue can be reviewed.

Contacting Tabu does not restrict any non-excludable right you may have under applicable law or the rules of your payment provider.

12.2 Chargeback evidence

Tabu may provide the payment provider, card network or issuing bank with relevant evidence to contest a chargeback that Tabu reasonably believes is invalid, including:

  1. the Booking confirmation;
  2. the applicable terms accepted at checkout;
  3. payment authorisation records;
  4. cancellation deadlines;
  5. check-in or No-Show records;
  6. communications relating to the Booking; and
  7. other relevant transaction information.

Any disclosure of personal data will be handled in accordance with Tabu’s Privacy Policy and applicable law.

12.3 Legitimate disputes

Making a legitimate payment dispute or chargeback does not by itself constitute a breach of the Terms.

12.4 Abusive chargebacks

Knowingly fraudulent, dishonest or abusive use of the chargeback process may constitute a breach of the Terms.

Where appropriate, Tabu may:

  1. contest the chargeback;
  2. seek recovery of amounts lawfully owed;
  3. restrict payment or Booking functionality; or
  4. suspend or terminate an account in accordance with the Terms.

13. Customer Support and Complaints

13.1 Support requests

You may contact Tabu regarding:

  1. an incorrect Late Cancellation or No-Show Charge;
  2. a duplicate or incorrect payment;
  3. a missing refund;
  4. a cancelled Booking or Event;
  5. a payment made without a valid Booking or ticket;
  6. an unauthorised transaction; or
  7. another issue relating directly to Tabu’s payment, refund or Booking services.

13.2 Venue-service disputes

Complaints relating solely to:

  1. food or beverage quality;
  2. Venue staff or service;
  3. admission decisions;
  4. Venue facilities;
  5. the conduct of a Venue or Host; or
  6. the underlying experience,

should ordinarily be addressed directly with the relevant Venue or Host.

Tabu may provide reasonable assistance or facilitate payment action where the matter also concerns a Booking, payment or refund obligation administered through the Platform.

13.3 Information required

Tabu may ask you to provide:

  1. your Booking reference;
  2. the relevant date and Venue or Event;
  3. the amount disputed;
  4. supporting communications or evidence; and
  5. any other information reasonably necessary to investigate the issue.

14. Changes to This Policy

14.1 Policy version applicable to a Booking

The version of this Policy and the Booking-specific terms accepted when you made the Booking will ordinarily govern that Booking.

A later change will not retrospectively remove a refund right or impose a new charge on an existing Booking unless permitted by applicable law and appropriately notified or agreed.

14.2 Future changes

Tabu may update this Policy to reflect changes in:

  1. the Platform;
  2. payment or Booking functionality;
  3. Tabu’s commercial practices; or
  4. applicable law or regulatory requirements.

Material changes will be notified in accordance with the Terms and applicable law before they take effect where required.

15. Contact Us

Questions, payment concerns or refund requests may be submitted through:

  • Email: support@tabubookings.com
  • Telephone: +66 624893883
  • Support hours: 10:00-22:00 ICT
  • Company: Tabu Co., Ltd.
  • Address: 27/2 Sukhumvit 33 (Daeng Udom), Khlong Tan Nuea, Watthana, Krung Thep Maha Nakhon 10110, Thailand
  • Website: tabu.social