Last Updated: August 15, 2023
At HellrCase, we are committed to ensuring your satisfaction with our event planning and organization services. We understand that plans can change, and we have established this Refund Policy to outline the procedures and conditions for refunds and cancellations. Please read this policy carefully to understand your rights and obligations when requesting a refund for our services.
1. Refund Policy Overview
HellrCase offers refunds under specific circumstances outlined in this policy. Our refund procedures are designed to be fair to both our clients and our business operations, considering the substantial preparation, coordination, and resources that go into planning each event.
The refund amount and eligibility depend on several factors, including:
- The timing of your cancellation request
- The type of service contracted
- The reason for cancellation
- Non-refundable expenses already incurred
- Terms specified in your individual service agreement
Please note that specific terms in your service agreement may supersede the general terms outlined in this policy.
2. Conditions for Refunds
2.1 Timing of Cancellation
The refund amount you are eligible to receive depends largely on when you cancel your event:
- Cancellation more than 90 days before the event: 80% refund of amounts paid (less non-refundable deposit and any non-refundable expenses)
- Cancellation 61-90 days before the event: 60% refund of amounts paid (less non-refundable deposit and any non-refundable expenses)
- Cancellation 31-60 days before the event: 40% refund of amounts paid (less non-refundable deposit and any non-refundable expenses)
- Cancellation 15-30 days before the event: 20% refund of amounts paid (less non-refundable deposit and any non-refundable expenses)
- Cancellation 0-14 days before the event: No refund except in extraordinary circumstances, evaluated on a case-by-case basis
2.2 Non-Refundable Deposit
When you book our services, you pay an initial deposit to secure your event date and begin the planning process. This deposit, typically 25% of the total event cost, is non-refundable under any circumstances as it compensates us for:
- Administrative costs
- Initial consultation time
- Preliminary planning work
- Reservation of your event date (declining other potential events)
2.3 Non-Refundable Expenses
Certain expenses that we incur on your behalf in preparation for your event are non-refundable, regardless of when you cancel. These may include, but are not limited to:
- Vendor deposits that cannot be recovered
- Custom-made or personalized items
- Travel expenses already incurred
- Permits and licenses obtained for your event
- Administrative fees
These expenses will be deducted from any refund amount you are eligible to receive.
3. Exceptional Circumstances
3.1 Cancellation by HellrCase
In the rare event that HellrCase must cancel your event due to circumstances within our control, we will provide a full refund of all amounts paid, including the deposit. If we must cancel due to circumstances beyond our control (see Force Majeure below), we will work with you to reschedule the event or provide a partial refund after deducting non-refundable expenses already incurred.
3.2 Force Majeure
Neither party shall be liable for failure to perform obligations due to events beyond reasonable control, including but not limited to:
- Natural disasters
- Severe weather conditions
- Acts of terrorism
- War or civil unrest
- Government restrictions
- Public health emergencies
- Power outages or communications failures
In case of such events, we will work with you to either:
- Reschedule the event to a mutually agreeable date
- Provide service credits for future events
- Issue a partial refund after deducting non-refundable expenses
3.3 Client Illness or Bereavement
In cases of serious illness, death, or other significant hardship affecting the client or immediate family, we may offer more flexible refund terms or rescheduling options. Such situations will be evaluated on a case-by-case basis, and documentation may be required.
4. Refund Process
4.1 How to Request a Refund
To request a refund, please follow these steps:
- Submit your refund request in writing to info@hellrcase.com
- Include your full name, event date, contract number, and reason for cancellation
- Provide any supporting documentation if applicable (for medical or emergency situations)
- Specify your preferred refund method
All refund requests must be made in writing. Verbal cancellations or refund requests cannot be processed.
4.2 Refund Processing Timeline
Once your refund request is received and approved:
- We will acknowledge receipt of your request within 2 business days
- We will evaluate your request and calculate the refundable amount within 5 business days
- Upon agreement of the refund amount, we will process the refund within 10-15 business days
- The actual receipt of funds may take additional time depending on your payment method and financial institution
4.3 Refund Methods
Refunds will typically be issued using the same payment method used for the original transaction:
- Credit/debit card payments will be refunded to the same card
- Bank transfers will be refunded to the originating account
- Alternative refund methods may be arranged in special circumstances
5. Rescheduling Policy
As an alternative to cancellation, we offer the option to reschedule your event:
- Rescheduling more than 60 days before the event: No rescheduling fee, subject to availability
- Rescheduling 30-60 days before the event: 15% rescheduling fee of the total contract value
- Rescheduling less than 30 days before the event: 25% rescheduling fee of the total contract value
Any difference in pricing due to seasonal rates, day of week, or service upgrades will be applied to the rescheduled event. Rescheduled events must take place within 12 months of the original event date.
6. Exceptions to the Refund Policy
The following situations are not eligible for refunds:
- Changes in event scope or client preferences after planning has begun
- Dissatisfaction with vendor services that were chosen by the client against our recommendations
- Weather conditions that do not prevent the event from proceeding (for events without a weather contingency plan)
- No-shows or last-minute cancellations without extraordinary circumstances
- Client's failure to comply with the terms of the service agreement
7. Client Satisfaction Guarantee
Despite the refund limitations outlined above, we stand behind the quality of our services. If you are dissatisfied with our planning or coordination services due to our documented failure to deliver as promised, we will:
- Review the specific issues and concerns
- Offer appropriate compensation or partial refunds where warranted
- Take corrective actions to address any shortcomings
Claims under our satisfaction guarantee must be submitted in writing within 7 days of your event, with specific details about how our services failed to meet the agreed-upon standards.
8. Vendor Payment Refunds
For payments made to third-party vendors through HellrCase:
- We will make every reasonable effort to secure refunds from vendors according to their individual refund policies
- Any vendor refunds obtained will be passed on to you, less a 5% administrative fee
- We cannot guarantee refunds from third-party vendors, as they operate under their own policies
- Non-refundable vendor deposits and payments will be clearly identified in your contract
9. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following any changes indicates your acceptance of the new terms. The policy that applies to your contract is the version that was in effect at the time of signing your service agreement.
10. Contact Information
If you have questions about this Refund Policy or wish to request a refund, please contact us:
- By email: info@hellrcase.com
- By phone: +444434129585
- By mail: 69 Lee Isle, Oliviahaven, TR19 6DX, United Kingdom
