Hi all thanks in advance for taking your time with this. We are in NSW and in August 2025 we contact a local venue to book our wedding for September 2026. We paid $500 cash and $500 by EFT the following day (we have a receipt for the $500 cash and an invoice with both on them from the date of the 2nd payment. On that same day we received an email with the "package" information which included that the deposit was non-refundable (not mentioned on the invoice or the cash receipt). In October 2025 we met with the Functions manager about customising a package. It was face to face and we requested a new quote from her for a per head price without alcohol included in the price (as we don't drink). As of January 6, 2026 we have not received an updated price even though we have sent through several emails with no reply. On the 18th December 2025 I sent an email to them requesting our deposit back as we felt they had not provided adequate service to providing us the updates we requested in October (this email was sent to functions manager email as well as the business owners email). No reply! Yesterday 5th January we attended the office for the venue to be told the functions manager was "working from home" we gave the office peron our details and she told us she would sent the functions manager a message to call us back. When there we no contact by this morning, my fiancee called and spoke to one of the owners who said she would get the functions manager to contact us. Shortly after we received an email from the functions manager saying they would not be refunding our deposit as it was a "change of mind" and they have done nothing to warrant a refund and would be happy to work with us regarding our needs. My fiancee doesn't want this venue due to the stress and sleepless nights she is having because of their not communicating with us for so long. Any advice would be appreciated as I am trying my best to make this my fiancee's dream day.
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