Refund Policy

1. General Refund Policy

Prizeluma strives to ensure complete client satisfaction. However, because our services are customised, we operate a transparent refund policy outlined below.

All refunds are processed within 14 business days from the date of approval, using the original payment method.

2. Deposits

All booking deposits (30% of the total service fee) are non-refundable unless the service is cancelled by Prizeluma itself due to unforeseen circumstances. This is to cover planning, flower procurement, and staff allocation costs.

3. Full Service Cancellation

If you cancel more than 14 days before the event: you are entitled to a full refund of any payments made beyond the non-refundable deposit, minus a cancellation/admin fee of A$250.

If you cancel between 7 and 14 days before the event: you are entitled to a refund of 50% of the total service fee (after retaining the deposit).

If you cancel less than 7 days before the event: no refund will be provided.

4. Service Quality Issues

If the floral installation does not meet the agreed specification and you notify us within 48 hours of the event, we will offer a partial refund or complimentary correction service at our discretion. Our team will assess the situation and agree on a suitable resolution.

5. Force Majeure

If an event is cancelled due to natural disasters, government mandates, or other circumstances beyond our control, we will offer a 50% refund of the total fee (excluding the deposit) or a full credit towards a future booking, at your choice.

6. How to Request a Refund

To initiate a refund, please contact us via email at prizeluma@gmail.com with your booking reference and reason for the request. We will respond within 3 business days with the next steps.