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Refund & Cancellation Policy - Last updated: 02/04/2026
 

1. Introduction

This Refund & Cancellation Policy outlines how cancellations and refunds are handled by Balloon Crew (“we”, “us”, “our”) in relation to our products and services. By placing an order or booking with us, you agree to this policy.
 

2. Bookings & Deposits

  • A 50% non-refundable deposit is required to secure all bookings.

  • A booking is only confirmed once the deposit has been received.

  • The deposit secures your selected date and time and is deducted from the total balance.
     

3. Cancellations by the Customer

  • If you choose to cancel your booking, the deposit is non-refundable.

  • This is because the date is reserved exclusively for your event, preventing us from accepting other bookings and resulting in a loss of work.

  • Any cancellation must be communicated to us in writing.
     

4. Remaining Balance

  • The remaining balance must be paid no later than 7 days prior to the event date.

  • If the balance is not received by the due date, Balloon Crew reserves the right to cancel the booking and retain the deposit.

  • No services will be provided if full payment has not been received within the agreed timeframe.
     

5. Refund Eligibility

Refunds are only issued in the following circumstances:

  • If Balloon Crew is unable to fulfil your booking due to unforeseen or unavoidable circumstances beyond our control (see Section 6)

  • If we are otherwise required to issue a refund under UK consumer law

Refunds, where applicable, will be processed using the original payment method.
 

6. Cancellations by Balloon Crew

In the unlikely event that Balloon Crew must cancel your booking due to circumstances beyond our reasonable control, you will receive a full refund of all payments made.

Such circumstances may include, but are not limited to:

  • Illness or medical emergencies

  • Severe weather conditions

  • Transport disruptions

  • Supplier or material shortages

  • Other unforeseen events outside our control

We will always aim to notify you as soon as possible and, where feasible, offer an alternative date.
 

7. Changes to Bookings

  • Requests to amend bookings (excluding date and time) must be made at least 7 days prior to the event, unless otherwise agreed in writing.

  • Changes are subject to availability and may incur additional charges.

  • Requests made after this period may not be guaranteed.
     

8. Custom & Personalised Orders

  • Due to the bespoke nature of our products, refunds are generally not available for custom-made items once work has begun.

  • Minor variations in colour, design, or materials may occur due to availability and the handmade nature of our products.
     

9. Late Payments

  • Failure to pay the remaining balance by the due date may result in cancellation of the booking.

  • In such cases, the deposit will not be refunded.
     

10. Contact Us

If you have any questions about this Refund & Cancellation Policy, please contact:

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