Code of Good Practices

Our mission at Poptop is to offer a revolutionary online marketplace where users can source unique suppliers for weddings, private parties, and corporate events.  With our instant pricing & availability, we help minimise unpredictable situations, avoid any unpleasant surprises, and offer complete peace of mind to our clients. 

In order to achieve this goal, we ensure that we follow this code of good practices:

  • Poptop brings you together: Event planners can connect with the 10,000+ suppliers across the country to give them the best event experience. 
  • Poptop provides it all: Our ever increasing list of suppliers ensures that we can help you to find whatever you need for your event, all in one place!
  • Poptop supports you: Our platform allows suppliers to create instant quote packages which allows quick, real-time bookings for our clients and an easier service for all our users. 
  • Poptop teams are here to help: Our support teams are on hand to help you whenever you need it. 
  • Poptop understands: Our suppliers and clients are able to communicate regarding events without the pressure of a booking being made. 
  • Poptop engages with feedback: Our website is defined by our users. We aim to collect feedback, listen to complaints, and make updates regularly to ensure that our platform is as easy to use and streamlined as possible.
  • Poptop is 100% transparent: We show uncensored reviews of our suppliers from clients who have booked with our suppliers. 
  • Poptop facilitates safe bookings: Our payment system ensures safe and easy bookings through the website. And if you’re unable to make an online payment, we can organise an alternative for you. 
  • Poptop has got your back: If anything goes wrong or a booking is cancelled, we are on hand to provide any assistance you need, whether it be a deposit refund, a replacement supplier, or just a simple update of your account.
  • Poptop is dedicated: We provide our suppliers with ongoing long-term support so that they can be sure to get the most of their Poptop experience. 

Introduction to the T&Cs

Please read these Terms and Conditions carefully as they contain important information regarding your legal rights, remedies and obligations. 

These T&Cs are legally binding between all site users and Poptop. Failure to comply can end in termination of the account. These T&Cs will govern your use of from any device (laptop, tablet, mobile) 

The owner and operator of this website is Poptop UK Ltd. Baltimore House, Gateshead, NE8 3DF. Company registration number 09309515.

0. Key terms and Definitions

0.1 User: Inclusive of supplier and client.

0.2 Client: Anyone procuring services from a supplier registered with Poptop. 

0.3 Supplier: Any provider of services registered with Poptop. 

0.4 Any reference to ‘us’, ‘we’ or ‘our’ is regarding Poptop and the website

0.5 Instant Quote: Live pricing

0.6 Package: A bookable service, created by the supplier. Includes, but is not limited to, images, description and pricing. 

0.7 Deposit: Paid by the client, to secure the booking and confirmed by the supplier

0.8 Confirmed Booking: When the supplier accepts the booking from the client 

0.9 Poptop Booking Protection: Should the booking be cancelled by the supplier for whichever reason, the client will receive their deposit back and Protection Fee in full from Poptop after this has been received from the supplier directly. We cannot refund any amounts until this has been received. 

0.10 Live Availability: Suppliers who sync their calendar with Poptop will be open to live availability for clients to see. 

0.11 Cancellation: Whether this is by the client or supplier, this refers to when the booking previously agreed on between the two is no longer going ahead. 

0.12 Offline Payment: Should the client provide Poptop with extenuating circumstances in which the deposit cannot be paid via the Poptop website then the payment can be dealt with between the supplier and the client without the input of Poptop.  However, the supplier will be held responsible for paying the commission to Poptop after the deposit is paid to them. 

0.13 Provisional Booking: Prior to paying a deposit, the client can make a provisional booking. The client is not obliged to proceed with this booking until a deposit is paid. Please note, these bookings do not reserve the date and availability is subject to change in the time period between making a provisional booking and paying the deposit. 

0.14 Deposit Pending: Once the client has paid their deposit this is not confirmed until the supplier or venue manager has decided to take on the booking. This means the suppliers are in full control of the bookings they take.  

0.15 Protection Fee: A fee charged to clients for making a booking and using the Poptop service. This is paid at the time of the deposit payment and helps us protect your deposit money if anything were to go wrong.

1. Acceptance to the T&Cs

1.1 Poptop reserves the right to remove or terminate any profile (supplier or client), without a refund, if a user breaks the Terms and Conditions. This includes but it is not limited to, putting other users at harm, providing information that goes against the T&Cs, preventing any user from using or enjoying the site, impersonating any user whether it be employee, supplier or client. This extends to the entire period that an account has been active, including the time between the booking and deposit payment, up to the event dates themselves. 

1.2 Poptop content is owned exclusively by Poptop.

1.3 By accepting these terms and conditions, you also accept our privacy policy and our cookies policy.

2. License to use this website

2.1 You represent that you are legally able to accept these Terms and Conditions, are of legal age to form a contract, which here is 18+ . If you are not of legal age, you are breaking the terms and conditions of Poptop and your account may be terminated. 

2.2 You must not falsify your identity or misrepresent yourself on the site, including on your Poptop public account. You must not provide us or other users with false or misleading information, including personal details. All information must be true and correct at the time of submitting this information. You have the right to update this information if it is incorrect.

2.3 The website is brought to you as our latest update, you must not copy, print, download our content for your personal use without first retaining all copyright and other proprietary notices contained thereon. 

2.4 If you are using our website on behalf of a business, company, charity or other organisation then the organisation in question is too subject to these terms and conditions. 

2.5 You must not use unauthorised means to access the Poptop site, employees accounts, or any computer system connected to the Poptop site. 

2.6 You must not post any content or take any action that contains malware, spyware or code that will affect the website in a way deemed harmful.

2.7 You must not reproduce or copy this website, any of its contents or users without first receiving written and signed prior consent. If you do copy anything, you are responsible for anything that you copy or reproduce and this is not associated with Poptop in any way. 

2.8 We are not responsible for any harm, virus etc that occurs to your computer, tablet, mobile or any device that you use to access our emails or the website. 

2.9 Poptop is intended for business use only and as such only persons who are 18 or older and/or are Corporations, Government agencies or instrumentalities, charitable institutions, partnerships, companies and sole traders will be permitted to become Members and undertake transactions as Guests or Hosts on the Site. Any access to or use of the Site or Services by anyone under 18 is expressly prohibited. By accessing or using the Site or Services you represent and warrant that you are 18 or older.

3. Changes to the T&Cs

3.1We reserve the right to change the terms and conditions of the Poptop website at any time and without prior notice. By continuing to use the site, you are accepting the modified terms and conditions.

3.2 If you do not agree to the changes, you should not continue to access the website. 

4. Material and Content

4.1 All information or tips given in blog posts or through emails is offered as impartial advice. 

4.2 You must not post any content (including text or photographs)  that can be deemed offensive, illegal, harmful, or damaging. This includes but is not limited to nudity and violence. Poptop has a right to remove any content from your Poptop profile and account at any time if it does not adhere to the terms and conditions. 

4.3 You must not give out personal contact information in order to facilitate safe bookings. 

4.4 You are solely responsible for your actions and interactions with other users on the Poptop website and at an event. While our support team is there to assist with your event, they are in no way responsible for a user and have no obligations to monitor disputes between users. 

4.5 Responsibility for what is posted on public areas of the website lies with each individual user. We do not control the material that you or others may post, though this will be periodically moderated to ensure the safety and security of our users.

4.6 If you are not the sole user of your Poptop account, you have responsibility for what others post on your account. If you feel your account has been compromised, please get in touch with the support team as soon as possible. 

4.7 Poptop does not own the content provided by our users. However, we do have the right to review and remove it wherever necessary. 

4.8 All photographs of minors must have parental or guardian permission before being posted on the website. 

5. User Registration and Login

5.1 In order to use different areas of the site you will be required to provide us with personal and demographic information as part of the registration process. You will be required to create a password and use it to log on to the site. 

5.2 Your password should be protected and you have the right to change your password at any time.

5.3 You are responsible for all activity that occurs through your Poptop account, whether authorised or not. Therefore please protect your account with a valid password, we are not liable for any loss or damage that comes about as a result of failure to protect your password.

5.4 If you notice any unusual activity on your account then you have the right to notify Poptop of this immediately by email. 

5.5 You may add your phone number to your Poptop account. When giving us this number you agree that we can contact you at any time while your account is still active by both text and phone call.

6. Poptop’s Role and Rights

6.1 Poptop reserves the right to monitor interactions and conversations on the website between the clients and suppliers in order to ensure a safe environment for all users.

6.2 Poptop is not responsible for any direct, indirect, incidental or consequential damages, including but not limited to loss of profit. 

6.3 Although we have the right to moderate content on the site, we have no authority to make binding commitments, representations or promises on behalf of any user. We are unable to commit to a booking on behalf of a user, this must be confirmed by both client and supplier.

6.4 We are under no obligation to provide additional checks to verify the identities, backgrounds, documentation, legal status or credentials of users (suppliers and clients). Any checks must be carried out by the users themselves either before a booking has been made or a deposit has been put down. 

7. Cancellations and changes

7. Cancellations and changes

7.1 In the case of supplier cancellation, the client is fully protected by our Poptop Booking Protection and will receive a full refund of the money paid which includes deposit amount and Protection Fee. 

7.2 In cases where a supplier owes money to refund the client, this is expected to be returned within 7 working days. Their profile will be suspended if debt owed is not paid after 7 days.

7.3 In case of client cancellation, we must abide by the refundable or non-refundable status of the deposit paid. For more information on cancellations and fees relating to cancellations please refer to section 5 within the extended Client terms, below. 

7.4 Any changes in the quote pricing must be discussed with both clients and suppliers. If any changes in the quote price have been made, you must notify Poptop immediately so that we can update the website. 

8. Disputes

8.1 As Poptop only takes the deposit payment, we are not responsible for the recovery of any balance paid outside the platform. 

8.2 We may offer assistance in the recovery of the money owed in some situations, though we are not liable for any monies paid directly to the supplier.

8.3 Poptop may advise parties to proceed with other means, including but not limited to a Small Claims Court. In this case, Poptop has the right to provide any evidence or information needed but this does not mean that Poptop will get involved with either side of the dispute. 

9. Payment

9.1 All payments made through the website are secured with our system.

9.2 Any payments made directly to the supplier and away from the Poptop website will not be covered with the Poptop Booking Protection, unless they are notified and agreed with the client support heroes as an offline booking.

9.2 If you believe you have been falsely charged, please contact us immediately and wait at least 1 business day before taking any further action. 

10. Termination of your account

10.1 We have the right to terminate, suspend, deactivate a users account for any reason that breaks the terms and conditions. 

10.2 You will not be entitled to any compensation as a result of cancelled bookings as a result of terminations or suspension. 

10.3 Attempts will be made to notify you prior to terminating your account, but this is not something that is guaranteed. 

10.4 If you think that your account has been wrongly suspended or terminated, you have the right to dispute this with the Poptop Team, though your account may not be reinstated. 

10.5 Poptop may operate with a 3 strike system for users who do not cooperate with the terms and conditions provided by Poptop. 

10.6 Users managers will receive a strike for each instance that they do not correspond with the terms and conditions set out by Poptop and these will be brought to the attention of the user in the form of a written email or phone call from the Poptop support staff.

10.7 Should any user exceed 3 strikes, given to them by Poptop, then we reserve the right to remove your account permanently from the website. 

10.8 These strikes may be removed from a record, but it is up to the Poptop support staff as to whether they will be removed. 

11. Disclaimer 

11.1 Any user of the Poptop website does so at their own risk. You must acknowledge and agree to these terms and conditions before moving forward with the Poptop website. 

11.2 The advice and support from Poptop given to its users is to be considered by the user before use in any given situation. 

11.3 Users are solely responsible for all communications and interactions with other users of the Poptop website. Users will understand that any and all communications are not a reflection of Poptop’s own thoughts, opinions or idealisms. 

11.4 Poptop does not take responsibility for any loss of profits or services that venue managers may experience during their time on the Poptop website. 

11.5 Poptop remains under the controlling law and jurisdiction of England and Wales, therefore these terms will be governed by the laws of England and Wales. 

12. Force Majeure and Acts of God

12.1 Poptop is not responsible for any cancellations or postponements that may occur as a result of any unforeseen events or acts that may prevent a booking from going ahead.

12.2 These events or acts may include but are not limited to war, riots, fires, floods, death, hurricanes, typhoons, epidemics, pandemics, earthquakes, lightning, explosions, strikes, lockouts, prolonged shortage of energy supplies, and acts of governmental action prohibiting or impeding any party from performing its respective obligations.

12.3 When any acts as such do occur the users recognise that Poptop’s and the Supplier/ Venue Managers T&Cs, privacy policy and any further contracts still stand.

12.4 Poptop are under no obligation to provide any refunds, discounts or   vouchers to clients who’s bookings may no longer go ahead due to these unforeseen events.

12.5 All clients and suppliers recognise that while the client and supplier support teams are there to help and assist in anything they can. It is also the responsibility of the parties individually to get in touch and discuss options regarding the bookings in question; the T&Cs and any cancellations or postponements. 

12.6 All users recognise that payments, refunds, scheduled standing orders or other payments may be affected, delayed and deferred due to such acts. 

12.7 In such cases, the Poptop fee may not be refunded to clients with refundable bookings. If it is refunded then there may be a delay in the processing of this.

12.8 While Poptop will remain as operational as possible during these unforeseen circumstances, the users recognise there may be a delay in processing, email and phone communications and website updates.

12.9 Each case may be reviewed individually and it is up to the Poptop support team’s discretion as to how to proceed with each of the bookings. 

12.10 Poptop will endeavor to keep you up to date with any processes, changes and issues that we are experiencing at this time and you may be notified by phone, text or email as to how we will proceed. There may be a delay in this communication, and all users still have the right to make contact at any time. 

Client T&Cs

1. Introduction to the clients T&Cs

1.1 While Poptop allows for a safe space for users to interact, Poptop is not an events agency. Poptop does not represent any party and we are not not a supplier or client in our own right of any kind.

1.2 Poptop are not the suppliers, we are therefore not responsible for the actions they take. Poptop do not own, manage or have authority over our suppliers and venue managers, however we do expect them to adhere to our Terms and Conditions and our Codes of Good Practice. 

2. Making a request

2.1 You must not ‘flood’ the site with unnecessary requests or spam any of the suppliers or employees unnecessarily. 

2.2 While we have a vast amount of suppliers based in multiple locations nationwide,  in some areas we will have a limited amount therefore, on some occasions, we will not be able to provide any suppliers/quotes for your search. This is not the fault of Poptop. 

2.3 Clients must understand that by setting up an account and putting through a request does not guarantee that suitable suppliers or packages will be available. Availability is subject to change depending on the suppliers availability on their calendar.

3. Pricing

3.1 Poptop are unable to set any prices, offer any discounts, special deals or offers on behalf of the supplier. All prices for the services are determined directly by the supplier in the form of quotes. 

3.2 If an alternative price is agreed, please inform a member of the Poptop team immediately before continuing with the booking. This price will then be cross checked with the supplier in question before the quote is updated.

3.3 The Protection Fee is an additional charge added to any booking made by a client. The service fee is paid to Poptop for the use of the website and for facilitating the booking as well as ensuring your money is protected in case anything goes wrong.. It is non-refundable in the case of client cancellation.

4. Making a Booking

4.1 You must not book suppliers outside of the Poptop website. If this is done, the booking is not ‘confirmed’ on the website, and you will not be protected by our Poptop Booking Protection. If something is booked outside of the Poptop website, for whatever reason,  then we have the right to terminate your account.

4.2 Deposit payments that need to be made outside of the Poptop website must be brought to the attention of the Client Support Team immediately to ensure the booking has been recorded by Poptop and so that you are still covered with our Poptop Booking Protection.

4.3 You agree that when entering into a transaction with a supplier, you will agree to any terms and conditions imposed by them as well as Poptop’s Terms and Conditions.

4.4 You agree to pay the supplier on time, directly and in agreement with their terms and conditions. 

4.5 If you wish to make a booking through the website you will be asked to provide personal debit or credit card details to the website. Poptop accepts the following forms of card payment for deposits: Visa, Mastercard and American Express only.

4.6 Bookings are only confirmed when the deposit has been paid and accepted by the supplier, until this point your date and booking is not secure. If a booking hasn’t been confirmed by the supplier, then it will not be going ahead. 

4.7 After paying your deposit to the supplier, they have 7 days to accept or decline this booking. This is done as an extra precautionary measure to ensure the supplier is available to attend your event and is fully aware of your booking. Poptop will never accept or decline a booking on behalf of the supplier. 

5. Cancellations 

5.1 If a client needs to cancel their booking, they can do so through their online Poptop account or by notifying the client support heroes as soon as possible. 

5.2 Cancellations that are made after a booking is confirmed must be verified by both supplier and client in order to go ahead.

5.3 Client’s booking will be set to refundable or non-refundable as per the supplier’s individual T&Cs. 

5.4 If you cancel a non-refundable booking, you understand that the deposit and Protection Fee will not be returned to you.

5.5 For refundable booking cancellations, clients will have up to 21 days prior to the event to cancel and receive a full refund of the deposit amount paid. Within this 21 day period, the booking becomes non-refundable and the deposit will not be returned when cancelling. The Protection Fee is non-refundable in any case. 

5.4 Any refunds processed can take up 7-10 working days to appear in your account, this is dependent on your banking provider.

5.5 The suppliers have the right to set any deposit payment as refundable or non-refundable. Poptop does not have the authority to set this and we are not at liberty to ask for this to be changed. 

5.6 Clients must understand that suppliers have the right to cancel a booking. The reasons for cancelling will not be in affiliation with Poptop and the supplier must always make you aware of their reasons for cancelling your booking. This will result in your deposit payment and Protection Fee being refunded to you as soon as we are notified and money received from the supplier. 

5.7 In the case of the supplier cancelling and a replacement needed to be found, the client support team will assist in looking for an alternative. There is no guarantee that a replacement will be found. If an alternative is found, the client must understand that the prices may be subject to change due to the fact that the prices are determined solely by the individual suppliers.

5.8 If a booking has been made with the supplier outside of the Poptop website, and we have not been notified of the booking, then we are unable to refund any deposit amount in case of a supplier cancellation. 

5.9 When a cancellation request comes through, we will require the supplier to refund the deposit to us. Suppliers will have 7 days in which to refund this. If the deposit is not returned to us within 7 days, then Poptop will refund this on behalf of the supplier in line with the Poptop Booking Protection. The Protection Fee will also be refunded.

6. Poptop Booking Protection

6.1 Any bookings made through the Poptop website are automatically covered with our Poptop Booking Protection. 

6.2 We will cover any deposit amount against a supplier cancellation, so this will be refunded to the client as soon as we have received these funds from the supplier or after a 7 day period, whichever comes first. The Protection Fee will also be refunded with the deposit payment. 

6.3 We will also assist in helping to find a replacement supplier if needed, and any deposit paid can be put towards a new booking.

6.4 Any offline bookings will be covered with our Client Protection as long as the website has been updated to show the booking was made directly with the supplier. 

6.5 Any offline bookings that we are not made aware of will not be covered with the Poptop Booking Protection and your deposit is not protected.

7. Disputes

7.1 If you are in dispute with another party regarding a booking on Poptop, please make the client support team aware immediately. 

7.2 Even though we will look into the situation for you and provide support wherever possible, we may not always be able to reach a solution and would advise that all disputes should be taken up with the supplier directly. 

7.3 If the event has gone ahead and the supplier has attended, we are unable to offer any refund.

7.4 If you feel you are eligible for a refund this must be taken up with the supplier in question however Poptop will offer assistance in doing so where deemed appropriate. 

7.5 Disputes are handled on a case-to-case basis, Poptop will offer assistance to our client, but we may be limited in how we can assist our users with any dispute. 

7.6 We are not responsible for any bookings and deposit payments made by clients with ongoing medical conditions including but not limited to poor mental health issues or dementia, or those under the influence of drugs or alcohol. Any client that is deemed unfit to make responsible bookings on Poptop, we have the right to terminate their account. 

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