Refund Policy
Effective Date: [Insert Date]
At Promenade Events, we strive to provide a seamless event rental and management experience across the United Arab Emirates (UAE) and the Kingdom of Saudi Arabia (KSA). This Refund Policy outlines the conditions under which refunds may be issued for bookings made through our platform.
By placing a booking with Promenade Events, you agree to the terms of this Refund Policy.
1. Booking Confirmation
A booking is considered confirmed only after:
- Payment has been successfully received (full or partial, as applicable).
- Confirmation has been issued by Promenade Events.
2. Cancellation by Customer
Refunds are based on the notice period provided before the scheduled event or rental date.
| Cancellation Notice | Refund Eligibility |
|---|---|
| More than 14 days before the event | Up to 100% refund (excluding processing fees) |
| 7–14 days before the event | Up to 50% refund |
| Less than 7 days before the event | No refund |
| On or after the event date | No refund |
Refund eligibility may vary depending on the type of product or service booked.
3. Non-Refundable Items
The following are generally non-refundable:
- Customized or personalized event products
- Special-order or imported items
- Digital services or consultation fees already provided
- Delivery, installation, and setup charges once services have commenced
- Payment processing or transaction fees (where applicable)
4. Changes to Bookings
Customers may request changes to their booking, subject to:
- Product availability
- Operational feasibility
- Additional charges, if applicable
Changes requested close to the event date may not be accommodated.
5. Refunds Due to Product Unavailability
If Promenade Events is unable to provide the booked product or service due to unforeseen circumstances and no suitable alternative is available, customers will be entitled to:
- A full refund of the affected booking amount, or
- The option to reschedule the booking or select an alternative product of equal value, where possible.
6. Event Cancellation by Promenade Events
If an event or booking is cancelled by Promenade Events for reasons within our control, customers will receive:
- A full refund of payments made for the affected services, or
- The option to reschedule the booking without additional charges.
7. Force Majeure
Refunds will not be guaranteed for cancellations or disruptions caused by events beyond our reasonable control, including but not limited to:
- Natural disasters
- Government restrictions
- Public emergencies
- War or civil unrest
- Pandemics
- Severe weather conditions
In such cases, Promenade Events may offer rescheduling or booking credits at its discretion.
8. Damaged or Missing Rental Items
Customers remain responsible for rented items during the rental period. Refunds or security deposits may be adjusted to cover:
- Damaged equipment
- Lost or missing items
- Excessive cleaning or repair costs
- Replacement costs where necessary
9. Refund Processing
Approved refunds will:
- Be processed using the original payment method whenever possible.
- Typically be completed within 7–14 business days, depending on the payment provider or financial institution.
- Exclude any applicable bank charges, payment gateway fees, or administrative fees where permitted by law.
10. Security Deposit Refunds
Where a refundable security deposit has been collected:
- The deposit will be returned after all rented items have been inspected.
- Refunds are subject to confirmation that the items are returned in good condition, excluding normal wear and tear.
- Any deductions for damage, loss, or additional charges will be communicated to the customer.
11. How to Request a Refund
To request a refund, customers should contact Promenade Events with:
- Booking reference number
- Customer name
- Reason for the refund request
- Supporting documentation, if applicable
Our team will review the request and respond as soon as reasonably possible.
12. Contact Us
For questions regarding this Refund Policy or to submit a refund request, please contact our customer support team using the contact information provided on our website.
Promenade Events is committed to delivering exceptional service and handling refund requests fairly, transparently, and in accordance with applicable laws and our booking terms.