Return and Cancellation Policy

Last Updated: January 2025

Cancellation Policy

Uniqueeostudio understands that circumstances may change. Our cancellation policy is designed to be fair to both clients and our business operations. All cancellation requests must be submitted in writing via email to ensure proper documentation.

Cancellation Timeframes

More than 4 weeks before event: Full refund minus 10% processing fee. This allows us to rebook the date and covers administrative costs associated with processing the cancellation. The processing fee covers time spent on consultation, design work, and administrative overhead.

2-4 weeks before event: 50% refund. Partial refund reflects the difficulty of rebooking on shorter notice and covers materials that may have already been ordered or prepared. At this stage, we have typically invested significant time in design and preparation.

Less than 2 weeks before event: No refund. At this stage, materials have been ordered, production has begun, and rebooking is unlikely. Our team has committed resources and time that cannot be recovered.

Rescheduling

Rescheduling is available up to 2 weeks before your original event date at no additional charge, subject to availability. Rescheduling requests made less than 2 weeks before the event may incur additional fees depending on the circumstances. We will work with you to find an alternative date that works for both parties. Multiple rescheduling requests may result in additional fees.

Refund Process

Refunds will be processed using the same method as the original payment. Processing times may vary:

• Bank transfers: 5-10 business days from the date of cancellation approval
• Credit card refunds: 3-5 business days, though it may take up to 10 business days to appear on your statement
• Other payment methods: Processing times vary and will be communicated at the time of refund

All refunds are subject to verification of the original payment method and may require additional documentation for security purposes.

Service Modifications

If you need to modify your service package after booking, please contact us as soon as possible. Modifications are subject to availability and may result in price adjustments. Changes requested less than 2 weeks before the event may not be possible due to production timelines. We will do our best to accommodate reasonable changes, but significant modifications may require additional fees or may not be feasible.

Force Majeure

In cases of force majeure events (natural disasters, government restrictions, venue closures, pandemics, etc.), we will work with clients to reschedule services. If rescheduling is not possible, refunds will be provided on a case-by-case basis. We understand that these situations are beyond anyone's control and will work to find fair solutions for all parties involved.

Installation Issues

If you experience issues with our installation on the day of your event, please contact us immediately. We will make every effort to resolve issues promptly. Our team will be available to address concerns and make necessary adjustments. Refunds for installation issues will be considered on a case-by-case basis and may be partial depending on the nature and severity of the issue. We are committed to ensuring your satisfaction.

Damage to Installations

Clients are responsible for protecting installations from damage during the event. Damage caused by client negligence or misuse may result in additional charges for repair or replacement. Normal wear and tear is expected and does not result in charges. We recommend that clients ensure adequate security and supervision of installations during events, especially in areas with high foot traffic.

Contact for Cancellations

To cancel or modify your booking, please contact us as soon as possible:

Email: info@uniqueeostudio.world
Phone: +61 2 8356 7421
Address: 45 George Street, Sydney NSW 2000, Australia

Please include your booking reference number and event date in your communication. We will acknowledge receipt of your cancellation request within 24 hours and process it according to the timeframes outlined above.

Dispute Resolution

If you are unsatisfied with our cancellation or refund decision, please contact us to discuss your concerns. We are committed to fair resolution of disputes and will work with you to find a satisfactory solution. We believe in open communication and will review each case individually to ensure fairness for all parties.

Special Circumstances

We understand that special circumstances may arise. If you have a unique situation that doesn't fit within our standard cancellation policy, please contact us to discuss. We are willing to work with clients on a case-by-case basis for situations involving medical emergencies, family emergencies, or other significant life events.