Refunds & Cancellations Policy
At Balloony, all installations and products are bespoke and made to order, including balloon arches, towers, logo balloons, branded boards and custom event décor.
This policy explains your rights and our position on refunds, cancellations and rescheduling.
1. Custom & Personalised Products
All Balloony products are tailored to your specifications, including colour choices, sizes, branding and event requirements.
As such, they are considered personalised goods under UK law.
In accordance with the Consumer Contracts Regulations 2013, the standard 14-day cancellation (cooling-off) period does not apply once production has begun on personalised items.
2. Refund Policy
Payments made to Balloony are non-refundable once production has started or materials have been allocated to your order.
This includes deposits, full payments, and add-ons such as logo balloons and custom signage.
This does not affect your statutory rights. If we fail to provide services with reasonable care and skill, or fail to deliver your order as agreed, you may be entitled to a repair, replacement, or partial/full refund in accordance with the Consumer Rights Act 2015.
3. Cancellations
More than 7 days before your event
- Your payment may be converted into a credit for a future booking
- Credit is valid for 6 months from the original event date
- Credits are non-transferable and subject to availability
Within 7 days of your event
Due to the nature of our work, including labour, scheduling and material costs incurred in advance, payments may be retained to cover these costs.
Credits or rescheduling may be offered at our discretion depending on the stage of production.
4. Rescheduling
- Bookings may be rescheduled once at no charge if requested at least 7 days before the event
- All rescheduled bookings are subject to availability
- Additional charges may apply if the new booking differs in scope, size or location
5. Custom & Branded Items
Items including logo balloons, printed materials, and custom signage cannot be cancelled or credited once design work has been approved or production has started.
6. Delivery, Access & Customer Responsibility
Customers are responsible for providing accurate delivery details and ensuring suitable access to the venue.
If we are unable to complete installation due to access issues, incorrect information, or venue restrictions, the booking will be treated as fulfilled and no refund or credit will be issued.
7. Faults & Issues
Any issues with your installation must be reported immediately at the time of delivery or setup.
Where appropriate, we will offer a repair, adjustment, replacement, or partial refund in line with your statutory rights.
We are not responsible for damage caused after setup, including environmental conditions (such as weather or heat), or interference by guests or third parties.
8. Force Majeure
We are not liable for failure to perform our obligations due to circumstances beyond our control, including but not limited to extreme weather, transport disruption, or venue restrictions.
In such cases, we will make reasonable efforts to offer rescheduling or credit. Refunds will not normally be issued unless required by law.
9. Summary
- All orders are custom-made and generally non-refundable
- Cancel early → receive credit
- Cancel late → costs may be retained
- We will always aim to reschedule where possible
- Your statutory rights are not affected