Refund & Cancellation Policy

1. Downpayment Policy

All bookings require a 50% downpayment to secure your event date. This downpayment is non-refundable under all circumstances, including:

• Client-initiated cancellations
• Changes to event date or details
• Weather conditions (see Weather Policy below)
• Force majeure events

If you need to cancel, the 50% downpayment is non-refundable, but we offer the option to reschedule your event (subject to availability).

2. Weather Policy

We understand that weather can impact outdoor events. However, as a service business that blocks calendar dates:

• The 50% downpayment is non-refundable for weather-related cancellations
• We offer the option to reschedule (subject to availability)
• We recommend purchasing event insurance to cover weather-related cancellations
• We will work with you to provide covered alternatives when possible
• Rain or wind does not automatically qualify for a refund

Extreme Weather Exceptions

In cases of extreme weather (hurricanes, severe storms, government-issued warnings):

• Full credit towards a future booking within 12 months
• Or 50% refund of remaining balance (downpayment non-refundable)
• Determination of "extreme weather" at Cartcuterie's discretion

3. Changes to Booking

Date Changes

• Date changes are free of charge (subject to availability)
• Must be requested as soon as possible
• We will do our best to accommodate your preferred new date

Package Changes

• We are happy to update your package and adjust the price accordingly
• Upgrades: Price difference will be added to final payment
• Downgrades: Price difference will be credited; original downpayment applied
• Changes must be finalized at least 14 days before event

Guest Count Changes

• Final guest count due 7 days before event
• Increases: Additional charges apply
• Decreases: Minimum guest count charges may apply; no refund below minimum

4. Service Issues and Refunds

If we fail to provide the agreed-upon services due to our fault, we will:

• Offer immediate resolution or substitution at the event
• Provide partial refund for specific undelivered services
• Full refund only if we completely fail to show up (rare)

Claims Process

• Service issues must be reported within 48 hours of event
• Photo or video evidence may be required
• We will investigate and respond within 7 business days
• Refund determinations are at Cartcuterie's discretion

5. Refund Processing

Approved refunds will be processed as follows:

• Refunds issued to original payment method
• Processing time: 7-14 business days
• Bank processing may take an additional 3-5 business days
• Refunds for international payments (Bali): May take up to 21 days

6. Force Majeure

In the event of circumstances beyond our reasonable control (pandemic, natural disaster, government restrictions, etc.):

• We will work with you to reschedule within 18 months
• Downpayment will be transferred to new date
• If rescheduling is not possible, 50% refund of total paid (downpayment non-refundable)

7. Client-Caused Issues

No refunds will be issued for:

• Incorrect venue information provided by client
• Venue access issues not communicated in advance
• Client no-show or late arrival affecting setup
• Client failure to obtain necessary permits
• Last-minute changes requested day-of event

8. International Services (Bali)

Additional terms for Bali-based services:

• Downpayments for Bali services are strictly non-refundable due to import/preparation costs
• Currency exchange rate fluctuations may affect final pricing
• Refunds processed in IDR may be subject to exchange rate at time of refund
• Additional bank fees may apply for international refunds

9. Dispute Resolution

If you disagree with our refund decision:

• Contact us within 7 days of our decision
• Provide detailed explanation and any additional evidence
• We will review and provide final decision within 14 days
• Final decisions are binding

11. Recommendations

12. Contact Us

For refund requests or questions about this policy:

• Email: cartcuteriela@gmail.com
• Subject Line: "Refund Request - [Your Event Date]"