Frequently Asked Questions - Visitors

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No telephone support is available for visitors however the venue or event organiser should be happy to help.

Table & Counter Service


Each bar or vendor you visit will have a QR code which you can scan using your mobile telephone. Scan this code and you will be taken directly to the menu where you can select your items to purchase.

If you are unable to scan the QR code there will also be a manual link which can be used.

If you are using table service, your items will be brought to your table. If you are using counter service you will need to watch or listen for your order number to be called.

You should not approach the collection counter until your order is ready.

You will need to consult the venue or vendor. Unfortunately we will not get involved in payment disputes, we do however appreciate hearing about them so that we can consider whether or not we wish to continue providing services to the venue or vendor. Please email with further information, no immediate action will be taken however the information will be recorded.

All Cashless Guru vendors are technically enabled to issue refunds, event terms and conditions may however eliminate this possibility and it is down to each vendor to decide what their refund policy is.

If this is a concern you should check what the policy is with the vendor before placing your order.



You will use your wrist-band to make payments whilst at a venue or event using Cashless Guru.

The process is as follows:

  1. Queue
  2. Scan your wristband when you reach a service point.
  3. Place your order with the friendly member of staff.
  4. Receive your items.

The first thing you should do is login to your Cashless Guru account and disable your band. No compensation is available if money is spent before you are able to do this.

You should consult the venue or event organiser to receive a replacement band. They will have issued information prior to your arrival regarding the process for replacing lost bands, you may be required to pay – this is not within our control. Once you receive a new band you will need to register it using the cashless portal.

Yes, it is possible to share accounts if the venue or event you are attending have allowed this – some events, for example those with campsite access control will require an account per person.

If it is possible at the venue or event you are attending you simply need to associate more than one band with the same account – all bands will then use the same Cashless Guru balance.

Your Balance

You can top-up online using the Cashless Guru portal. You will need to login using the email address and password you set when you registered.

You can check your balance using the Cashless Guru portal. You will need to login using the email address and password which you used during registration.

You will also receive an SMS with every transaction made so it’s easy to keep up to date with your current balance and know that you’ve been charged the right amount.

At some events using wristband payments you will be able to check your balance using your wrist band at a balance checkpoint.

You will not be able to make payments. You will receive a text message with each purchase keeping you up to date with your balance.

You will receive a text message for each top-up and spend made using your Cashless Guru wallet.

Not at present. This is a feature we will be introducing in future – you will be able to transfer funds using QR codes.

Topping Up

You can top-up using the Cashless Guru portal. You will need to login using the email address and password specified during registration.

Some venues and events will have in-person top-up booths, and some will also have top-up vouchers available to purchase with cash.

Yes, you can top-up using the Cashless Guru portal. You will need to login using the email address and password supplied during registration.

If the venue or event has arranged for an in-person top-up booth, yes, if not, unfortunately not.

You should contact the venue or event organiser for further information.

It only takes a couple of minutes to top-up. Your balance will update within 10 minutes of a successful payment, usually it is immediate but if a large number of people are topping up at the same time it can sometimes take a little longer.

You will receive a text message when your top-up has been successfully applied.

You can top-up using the following methods:

  1. Online Payment
  2. Top-up Booth (some venues & events)
  3. Voucher purchase

Once you have purchased and received your top-up voucher you should login to the Cashless Guru portal and register it. Vouchers are valid for 7 days from the date of purchase.


You can request a refund using the Cashless Guru portal. Refunds must be requested within 7 days of the date of top-up. Your balance will expire after 30 days.

Yes. You must have at least £5 in your account to request a refund.

Refunds are sent to the card used to top-up. a £6 administration fee is applicable if you would like your refund sent to another account.

It can take anything from a few minutes to 10 days for refunds to reach your accounts. In most cases it happens within 3 days of the request, if the top-up payment was made on the same day the money will sometimes never leave your account in the first place.

Please check that the top-up transaction is showing on your statement. On some occasions where the refund is issued close to the charge – no item will show on your statement and so it can seem as if no refund has been issued, this is simply because there is no refund to issue as the original top-up was not properly registered.