Client Assurance Programme
Almost every booking on Adoure goes beautifully. But on the rare occasion something goes wrong, we're here with advice, a space to talk, and a clear, documented process — designed to ease tensions, not escalate them.
Disputes are the exception, not the norm. The vast majority of couples never need this page — but it's here, and it's simple, if you ever do.
How it works
Step 1
Fill in a short, structured form from your wedding account — what was agreed, what happened, and what you're hoping for. It takes a few minutes.
Step 2
Any scheduled, not-yet-charged payments are held while the case is open. Nothing further is taken until things are settled.
Step 3
A copy goes to your supplier, who has a right of response. Both sides share their side of things — and most cases are settled with a simple conversation.
Step 4
We aim to be in touch within 10 working days with advice and a documented summary of the case, so everyone knows where things stand.
A clear, structured form
The form walks you through everything that matters: which booking it relates to, what was agreed, what went wrong, and the outcome you're hoping for. There's a gentle reminder that a copy is shared with your supplier — because fairness means both sides are heard.
Your dispute has been registered
Reference CAP-7F2A9C
What pausing means
When a booking is paused, any scheduled payments that haven't yet been charged are simply held. Nothing further leaves your account while the case is open, so the money side doesn't weigh on the conversation.
Once the case is resolved and both sides confirm, the booking resumes and any outstanding balance remains payable under your agreement. Adoure won't withhold or claw back funds beyond pausing the schedule — we hold the pause, not the purse strings.
What the programme is — and isn't
Most disagreements ease once both sides feel heard. We give you a calm, neutral place for that conversation to happen.
Adoure doesn't arbitrate or enforce. The agreement you signed with your supplier, and your rights under UK consumer law, remain authoritative throughout.
Every case is logged with a reference, dates, and both sides' accounts — useful for your own peace of mind, and if you ever need to take things further.
The Client Assurance Programme is here to ease tensions through advice and discussion. It offers a neutral space to talk and a documented record of the case. It is not an insurance product, and Adoure has no power to compel either party or to enforce any particular outcome.
Ultimately, your contract with the supplier and your rights under UK consumer law always come first. For anything significant, please do take your own independent legal advice. You can read the full terms in our Terms of Service.
But if a booking runs into trouble, logging a dispute takes just a few minutes — and we'll be with you every step of the way.