What to do when a venue is closed on arrival

What to do when a venue is closed on arrival

Occasionally, you may arrive at a venue during its advertised opening hours and find it closed.

What to do on the day

1. Confirm you are at the correct location
Double-check the venue address and signage.

2. Check for closure information
Look for any notices explaining why the venue is closed or when it may reopen.

3. Take photos
Take clear photos of:
- The closed venue
- Any closure notices, if available

4. Check your visit brief
Some visits include specific instructions for when a venue is closed. These are usually completed by submitting your visit report and selecting that the venue was closed.
If your visit brief includes these instructions, follow them and disregard the steps below. You will be paid the set fee stated in the visit brief for this situation.

5. If your visit included food and drink
You may go to another venue to eat. Please keep itemised receipts.
We will reimburse up to £20 or the stated reimbursement, whichever is lower.

6. Contact support
Submit a ticket via the Helpdesk or email support@mysterydining.com with the following information:
- The time you arrived
- Photos of the closed venue and any closure notices, if available
- Your receipt for food and drink at another venue, if applicable
- Please do not cancel your visit.

Important reimbursement notes

Only itemised receipts dated the same day as the attempted visit can be accepted
We cannot reimburse:
- Supermarket grocery items
- Card-only receipts
- Receipts dated on a different day

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