At PROMOTO, we strive to provide the best event management and marketing services to our clients. We understand that circumstances may arise that require changes to your event plans. This policy outlines the terms and conditions regarding refunds and cancellations.

 

Refund Eligibility

Refunds are only applicable under certain conditions as specified below:

• Service Non-Delivery: If PROMOTO fails to deliver the services as outlined in the service agreement due to reasons within our control, you may be eligible for a full or partial refund.
• Service Cancellation by PROMOTO: If PROMOTO cancels the service for any reason other than client breach, a refund will be issued based on the percentage of services not rendered.
• Cancellation by Client: If you choose to cancel the services after booking, refund eligibility will depend on the timing of the cancellation relative to the event date and the terms of the service agreement.

Non-Refundable Services

Please note that certain services are non-refundable:

• Booking Deposits: All booking deposits are non-refundable. These deposits secure your event date and are required to initiate planning.
• Customized Services: Services that are customized to your specific requirements, such as personalized event materials, entertainment, and catering, are non-refundable once work has commenced or purchases have been made.
• Last-Minute Cancellations: Cancellations made within 7 days of the event date are not eligible for a refund.

Cancellation Procedures

If you need to cancel your services, the following procedures must be followed:

• Written Notice: All cancellation requests must be submitted in writing via email to [Your Contact Email]. Verbal cancellation requests will not be considered.
• Cancellation Fees: Depending on the timing of your cancellation, the following fees may apply:
  • More than 30 Days Before Event: 20% of the total service fee.
  • 15-30 Days Before Event: 50% of the total service fee.
  • 7-14 Days Before Event: 75% of the total service fee.
  • Less than 7 Days Before Event: 100% of the total service fee (no refund).

Time Frame for Refunds

Approved refunds will be processed within 14 business days from the date of the cancellation confirmation. Refunds will be issued to the original payment method unless otherwise agreed upon.

 

Return/Replace Request Process

In the case of physical goods or services provided, if you are unsatisfied with the quality or delivery, you may request a return or replacement under the following conditions:

• Return Eligibility: Returns are only applicable for physical products that are defective, damaged, or significantly different from what was agreed upon.
• Request Process: Submit a return/replace request within 3 business days of receiving the product. The request should be accompanied by proof of the defect or damage (e.g., photos, videos).
• Replacement Policy: If the request is approved, PROMOTO will arrange for a replacement of the product or service at no additional cost. If a replacement is not possible, a refund may be issued.

Non-Cancellable Services

Certain services cannot be canceled once booked:

• Venue and Vendor Bookings: Once PROMOTO has secured a venue or vendor on your behalf, cancellations are not permitted, and you are responsible for any associated costs.
• Customized or Bespoke Orders: Any service involving customization or bespoke arrangements, such as décor, branding, or entertainment, is non-cancellable once work has begun.

Client Requirements

To be eligible for a refund or replacement, clients must:

• Adhere to Payment Terms: Ensure that all payments are made in accordance with the agreed-upon schedule.
• Provide Accurate Information: Furnish all necessary details and approvals promptly to avoid delays or miscommunication.
• Comply with the Service Agreement: Follow all terms outlined in the service agreement, including deadlines, approvals, and cooperation with PROMOTO’s team.