🛡️ **If the supplier doesn't deliver, you don't pay.** Everything you have paid is refunded in full, and the supplier is not paid. Your money is held by Nuento until after your event, so it is never in the supplier's hands.

It is the fear behind every first booking: you have paid, the guests are arriving, and no van appears. It is rare, and the way a Nuento booking is set up is designed so that it costs you nothing if it does happen.

Almost every problem we see was visible days earlier as silence: a supplier who never confirmed the access details, or a customer who assumed something that was never agreed. Keeping the conversation in one place, and prompting it before the day, is how most of those turn into a two-line exchange instead of a bad Saturday.

It is almost always the date: their calendar was not quite up to date, or another booking for the same day landed first. It is never your address — you can only book a supplier who has said they cover your postcode, which is checked before you reach the payment page.

Nothing has been charged, because your card is only saved when you book. You are told straight away, and our team helps you find another supplier for your date, often a better fit.

Everything you have paid is refunded in full. The refund is issued when the order is cancelled and normally shows on your card within 5–10 working days. We help you find a replacement for your date, and the cancellation counts against the supplier.

You have two ways to reach them, and both are on your order page. The chat keeps everything in writing, which is what you want for menus, timings and access details, and suppliers usually reply within 24 hours — you get an email when they do. Their phone number is there too, right next to their name, so you can simply ring them if it is quicker or the event is close.

If you have tried both and still hear nothing as the day approaches, write to us. We contact the supplier on our side and, if needed, start looking for an alternative before the day.

Running late happens — traffic, a slow set-up — and in most cases the supplier rings you themselves to say so and give you a new time. They have your number from the order, and letting the host know is part of the job.

If serving time is approaching and you have not heard anything, call them on the number on your order page. A phone call usually settles it.

If the supplier does not turn up at all, message us right away with your order number, via live chat or email. You receive a full refund of everything you have paid, and the supplier is not paid. You do not have to argue your case with the supplier first.

Sometimes the supplier turns up but something is wrong: fewer covers than ordered, food that was not as described, or service that started far too late. Write to us as soon as possible after the event, ideally within 48 hours, and include photos if you have them. We take it up with the supplier and agree what is fair. The sooner we hear from you, the more we can do.

Live chat is the quickest way, and it is open around the clock: our assistant answers first and hands over to the team when it cannot help. You can also email <a href="mailto:contact@nuento.co.uk">contact@nuento.co.uk</a>. Our response hours are shown in the footer of every page.

Payment held until you have been served, free cancellation until 7 days before, and someone to write to if anything goes wrong.

Book with the protection built in

What if the supplier doesn't turn up?

✅ **Every supplier on Nuento is a registered catering business with public liability insurance and food hygiene certification**, and every listing is reviewed by our team before it goes live.

"Vetted suppliers" is easy to say. This article sets out what it actually means on Nuento: what we require of every business before they can take a booking, what we check on the listing itself, and what you can verify yourself.

Every listing is reviewed before it goes live

A supplier cannot publish a listing themselves. Our team goes through the photos, the description, the menu, the variants and the prices, and asks for changes where something is unclear or does not match what the supplier actually delivers. Only when the listing describes a real, bookable service does it go live.

At checkout and on your invoice we show the supplier's legal name, their company registration number and the trading name you know them by, so you can look them up yourself. Sole traders below the VAT threshold do not have a company number; for them we show the legal name of the business.

Where the supplier's kitchen has been inspected by their local council, you will find a link to their food hygiene rating on the listing. See <a href="/help/food-hygiene-ratings-explained">Food hygiene ratings explained</a> for how to read it.

Reviews on a listing are written by customers after an event booked through Nuento. Nobody can review a supplier they have not booked. Many UK listings are still new and have few reviews; that reflects how recently we launched here, not the quality of the supplier.

Whether the food is to your taste. For that, look at the photos and reviews, and message the supplier from their page before you book. You can ask about the menu, dietary requirements, how they handle your venue, or anything else, without committing to anything.

Vetting reduces the risk; the way payment works removes the rest. Your money is held by Nuento until after your event, and if a supplier cancels or does not deliver you are refunded in full. Read <a href="/help/if-the-supplier-does-not-turn-up">What if the supplier doesn't turn up?</a> for the details.

Every listing is a registered, insured business reviewed by our team before it went live.

Browse vetted caterers near you

How Nuento vets its suppliers

🧼 **The Food Hygiene Rating Scheme gives food businesses a score from 0 to 5** after an inspection by their local council. Where a supplier's kitchen has a rating, you will find a link to it on their Nuento listing.

You have probably seen the green-and-black stickers in café windows. The same scheme covers mobile caterers, and it is one of the most useful independent checks you can make before booking. This article explains how it works and where to look.

The Food Hygiene Rating Scheme (FHRS) is run by the Food Standards Agency together with local authorities in England, Wales and Northern Ireland. A food safety officer inspects the business and rates three things: how hygienically food is handled, the condition of the premises, and how well food safety is managed and documented. The result is a single rating from 0 to 5.

You may also see "Awaiting inspection" for a newly registered business that has not been visited yet, and "Exempt" for businesses where hygiene is a low risk and no rating is given.

Scotland uses the Food Hygiene Information Scheme (FHIS) instead of a 0–5 score. A business receives either "Pass" or "Improvement Required". A Pass means the business met the legal requirements at inspection.

A food truck does not have a shop front, so the inspection happens at the kitchen or unit where the business is registered, by that council. The rating therefore appears under the business's registered address, which may be a different town from the one your event is in. That is normal, and it is still the rating for the kitchen your food comes from.

Displaying the rating is mandatory in Wales and Northern Ireland and voluntary in England, so an English business without a sticker is not hiding anything. Every rating is public either way.

All ratings are published at <a href="https://ratings.food.gov.uk" target="_blank" rel="noopener noreferrer">ratings.food.gov.uk</a>. Search by business name and town. Because mobile caterers are registered at their base, search by the business name rather than by your own postcode.

On Nuento, look for the "Food hygiene rating" link on the supplier's listing. It takes you straight to their entry. If a listing has no link yet, message the supplier from their page and ask; a professional caterer will know their rating.

Rating and certification are two different things

A food hygiene rating is the council's assessment of the business after an inspection. Food hygiene certification is training the people handling your food have completed. Nuento requires every supplier to hold food hygiene certification to be listed; the rating is the independent check on top. See <a href="/help/how-nuento-vets-its-suppliers">How Nuento vets its suppliers</a>.

Browse suppliers near you, then follow the food hygiene rating link on the listing before you book.

Find a caterer you can check

Food hygiene ratings explained

🇩🇰 **Nuento is Nuento Denmark ApS, a Danish company registered under CVR 39000725.** The suppliers you book on nuento.co.uk are UK businesses, and your agreement for the catering is with them.

If you have scrolled to the bottom of this page, you have seen it: a Danish flag and a Danish company number. It is a fair thing to wonder about before you hand over several hundred pounds, so here is the honest version.

Nuento started in Denmark as a marketplace for booking food trucks and other mobile catering online, with the full price shown up front and the booking confirmed by the supplier. Over three years it has grown to more than 250 suppliers across Denmark and the UK and more than £4.5 million in bookings. The UK is our first market outside Denmark, and it is built with UK suppliers for UK events.

Nuento is a marketplace, not a caterer. We do not cook, drive or serve; the supplier does, and your agreement for the food is with them. What Nuento provides is the platform, the payment and the protection around the booking. That is the same service in both countries, run by the same company, so we operate in the UK as the Danish company we are rather than pretending to be something else.

It also means we would rather tell you this ourselves than have you discover it in the small print.

Support on nuento.co.uk is in English and in writing. Live chat is open around the clock: our assistant answers first, and the team steps in when it cannot help. You can also email <a href="mailto:contact@nuento.co.uk">contact@nuento.co.uk</a>. Our response hours are shown in the footer of every page. We do not run a UK phone line; for questions about your event itself, the supplier's service manager is on the phone number shown on your order page.

Most of the reviews on our Trustpilot profile are in Danish, because Denmark is where we have been longest. The UK profile is young, and the same is true of many UK listings, which is why you will see several marked "New". A new listing is a vetted business that has not yet had many bookings through Nuento, not an unknown one; see <a href="/help/how-nuento-vets-its-suppliers">How Nuento vets its suppliers</a>.

Payment held until you have been served, free cancellation until 7 days before, and vetted UK suppliers.

Your protection

What if the supplier doesn't turn up?

How Nuento vets its suppliers

Food hygiene ratings explained

Who is Nuento, and why is a Danish company running a UK marketplace?