Refund policy
1. Securing Your Booking
To secure your event date, a 50% deposit of the total quoted amount is required.
Bookings are not confirmed until the deposit has been received.
By making payment, the client agrees to the terms outlined in this policy.
2. Non-Refundable Deposit
The 50% deposit is non-refundable.
This deposit covers:
- Date reservation (we decline other enquiries for your event date)
- Design consultation and creative planning
- Administrative processing
- Staffing allocation
- Supplier coordination
- Payment processing fees
- Initial material sourcing and preparation
Once your booking is confirmed, these resources are allocated immediately, which is why the deposit is non-refundable.
3. Balance Payment
The remaining 50% balance is due on delivery (unless otherwise agreed in writing).
Failure to settle the balance may result in cancellation of services without refund of the deposit.
4. Client Cancellations
If cancellation occurs more than 7 days before the event:
- The deposit remains non-refundable.
- Any additional payments made beyond the deposit may be refunded.
If cancellation occurs within 7 days of the event:
- The full event amount becomes non-refundable due to committed staffing, materials, and logistics.
5. Postponements
We understand that circumstances can change.
One postponement may be permitted if:
- Requested at least 3 days before the event
- The new date falls within 12 months
- POP has availability on the requested date
Payments will be transferred to the new date. Additional charges may apply if pricing or scope changes.
6. Custom & Special Orders
Any custom items, personalised products, or specially sourced materials are non-refundable once ordered.
7. Force Majeure
In the event of government restrictions, venue closures, or circumstances beyond either party’s reasonable control that make the event legally impossible to proceed:
- Payments may be transferred to a new date within 12 months (subject to availability).
- Deposits remain non-refundable.
- Refunds beyond the deposit will be assessed based on costs already incurred.
8. Refund Processing
Where refunds apply, they will be processed within 7–14 business days to the original payment method unless otherwise agreed.