Return & Cancellation Policy

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Return Period

You have the right to request a return or cancellation of your booking within specific timeframes. The return period depends on how far in advance you cancel your booking.

Consumer Rights: Under U.S. consumer protection laws, you may have additional rights depending on your state of residence. This policy does not limit any rights you may have under applicable state or federal law.

Cancellation Timeframes

  • 14 or more days before the event: Full refund available (minus a 10% processing fee). This gives us sufficient time to rebook the date and minimize financial impact.
  • 7-13 days before the event: Partial refund available (50% of the booking amount). A processing fee may also apply.
  • 3-6 days before the event: No refund available, but rescheduling may be possible subject to availability and may incur a rescheduling fee.
  • Less than 3 days before the event: No refund and no rescheduling available. Full payment is required as we cannot rebook the date on such short notice.

How to Calculate the Return Period

  • The return period is calculated from the date we receive your written cancellation request
  • The calculation is based on calendar days, not business days
  • The event date is counted as day zero (not included in the calculation)
  • Weekends and holidays are included in the calculation

Submitting Return Requests

All return requests must be submitted in writing through one of the following methods:

  • Email to our customer service address
  • Contact form on our website
  • Written letter sent to our business address
  • Phone call followed by written confirmation (verbal requests alone are not sufficient)

You will receive a confirmation email acknowledging receipt of your return request within 2 business days.

Return Conditions

To be eligible for a return, the following conditions must be met:

  • The return request is made within the specified return period
  • The event has not yet taken place
  • No services have been rendered or partially delivered
  • The cancellation is not due to circumstances that would make the event impossible to conduct
  • All required documentation and booking information is provided

Returns may be denied if the booking was made under special promotional terms that explicitly state "non-refundable" or if the cancellation is due to client's failure to meet agreed-upon requirements.

Return Shipping Costs

Since we provide entertainment services rather than physical products, there are no shipping costs associated with returns. However, various fees may apply depending on the circumstances of your cancellation.

Processing Fees

A processing fee applies to all refunds to cover administrative and payment processing costs:

  • Standard Processing Fee: 10% of the refund amount for cancellations made 14+ days in advance
  • Expedited Processing: If you request expedited refund processing, an additional 5% fee may apply
  • Minimum Fee: Minimum processing fee of $25 applies to all refunds
  • Payment Processor Fees: Third-party payment processor fees are non-refundable and deducted from the refund amount

Late Cancellation Fees

Cancellations made less than 7 days before the event may incur additional fees:

  • 3-6 days before event: 25% late cancellation fee if rescheduling is not possible
  • Less than 3 days: 50% late cancellation fee applies
  • Same-day cancellation: Full payment is required, no refund available

Non-Refundable Deposits

Some bookings may require a non-refundable deposit:

  • Deposit amounts are clearly stated at the time of booking
  • Deposits are typically 20-30% of the total booking amount
  • Deposits secure your event date and cover initial preparation costs
  • Deposits are non-refundable regardless of cancellation timing
  • Remaining balance may be refunded according to standard return policy

Additional Fees

In certain circumstances, additional fees may apply:

  • Customization Fees: If custom services were prepared specifically for your event, these costs are non-refundable
  • Equipment Rental: If equipment was rented specifically for your event, rental fees may be deducted
  • Travel Costs: If travel arrangements were made, non-refundable travel costs may be deducted

Transparency: All fees will be clearly communicated at the time of booking, in your booking confirmation email, and before processing any refund. You will receive a detailed breakdown of all fees deducted from your refund.

Return Process

To initiate a return or cancellation, please follow these steps:

  1. Contact us via email or phone with your booking reference number
  2. Provide the reason for cancellation (optional but helpful for our records)
  3. Confirm your preferred refund method (original payment method or alternative)
  4. Wait for our confirmation email with return details and timeline
  5. Receive your refund within the specified processing period

We will acknowledge your return request within 2 business days and process the refund within 5-10 business days after approval.

Non-Returnable Items

The following are not eligible for return or refund:

  • Services that have already been fully or partially delivered
  • Bookings cancelled less than 7 days before the event date (unless due to our inability to perform)
  • Special promotional packages marked as "non-refundable"
  • Custom or personalized services that have been specifically prepared for your event
  • Services cancelled due to client's failure to provide necessary information or access
  • No-show situations where our team arrives but cannot access the venue

General Legal Requirements

This return policy complies with applicable consumer protection laws and regulations. Your statutory rights are not affected by this policy. In accordance with consumer protection legislation:

  • You have the right to cancel services within 14 days of booking if the service has not yet been provided
  • If we fail to deliver services as agreed, you are entitled to a full refund
  • We are required to provide clear information about cancellation rights at the time of booking
  • Refunds must be processed within a reasonable timeframe (typically 14 days)

If you believe your consumer rights have been violated, you may contact your local consumer protection agency.

Order Cancellation Policy

You may cancel your order at any time before the service is provided, subject to the return period and conditions outlined above. Cancellation requests can be made:

  • Via email to our customer service team
  • Through our contact form on the website
  • By phone during business hours
  • In writing to our business address

Once a cancellation is confirmed, we will immediately stop any preparation work and process your refund according to the terms outlined in this policy.

Refund Procedure

Once your return request is approved, we will process your refund according to the following procedures:

Refund Method

  • Original Payment Method: Refunds are issued to the original payment method used for the booking
  • Credit/Debit Cards: Refunds appear on your statement within 5-10 business days
  • Bank Transfers: Refunds to bank accounts may take 7-14 business days
  • PayPal: Refunds to PayPal accounts typically appear within 3-5 business days
  • Alternative Methods: In exceptional circumstances, we may issue refunds via check or alternative payment methods (may take longer)

Processing Timeline

Our refund processing timeline:

  • Day 1-2: We acknowledge receipt of your return request
  • Day 3-5: We review and approve/deny your request
  • Day 6-7: We process the refund through our payment system
  • Day 8-14: Your financial institution processes the refund
  • Day 15+: Refund appears in your account

Refund Confirmation

You will receive confirmation at each stage:

  • Email confirmation when we receive your return request
  • Email notification when your return is approved or denied
  • Email confirmation when the refund is processed
  • Refund receipt with detailed breakdown of amounts

Partial Refunds

If only part of the service was delivered, we calculate a prorated refund:

  • We determine the percentage of service delivered
  • We calculate the refund amount based on undelivered services
  • Processing fees are calculated on the refund amount, not the original payment
  • You receive a detailed breakdown showing delivered vs. undelivered services

Currency and Exchange Rates

  • Refunds are issued in the same currency as the original payment
  • If currency exchange rates have changed, the refund amount reflects the original payment amount
  • Exchange rate differences are not our responsibility
  • International refunds may be subject to additional processing time

Delayed Refunds

If you do not receive your refund within the specified timeframe:

  • Contact us immediately with your booking reference number
  • Check with your financial institution first (delays may be on their end)
  • We will investigate and provide updates on the refund status
  • If the delay is our fault, we will expedite processing at no additional cost

Contact Information

For questions about returns, cancellations, or refunds, please contact us:

Email: country@shiphrelphron.world
Phone: +1 (866) 342-9794
Address: 50 Washington St, Norwalk, CT 06854, United States

Please include your booking reference number and event date in all communications to expedite your request.