Cancellation & Refund Policy

This Cancellation & Refund Policy explains how cancellations, refunds, postponements, rescheduling requests and booking changes are handled by SARUN Group (“SARUN”, “we”, “us” or “our”).

By making a booking, paying a deposit, confirming a rental, purchasing a service or placing an order with SARUN, you agree to this Cancellation & Refund Policy, SARUN’s Terms & Conditions and any additional written terms provided for your specific booking.

1. General Policy

Cancellation and refund terms may depend on the type of booking, date of cancellation, amount of notice given, rental items reserved, preparation already completed, custom work started, staffing arranged, delivery scheduled, partner involvement and any costs already incurred by SARUN.

SARUN will review cancellation and refund requests fairly, but payments are not automatically refundable once a booking has been confirmed.

2. Enquiries and Unconfirmed Bookings

If you have only submitted an enquiry and no payment has been made, there is usually no cancellation fee. However, your requested date, rental item, service or partner availability is not confirmed until SARUN has received the required payment and issued confirmation.

3. Deposits

Deposits are used to reserve dates, rental items, staff, attendants, service time, partner availability, transport, custom work, materials and preparation time.

Deposits may be non-refundable once SARUN has confirmed the booking, reserved items, declined other bookings, started preparation, arranged staffing, booked partners, purchased materials or incurred costs connected to the booking.

4. Balance Payments

Balance payments may be refundable, partially refundable or non-refundable depending on when the cancellation is made, the type of booking, work already completed, services already arranged, costs already incurred and any additional written terms provided by SARUN.

Where SARUN has already delivered, set up, prepared, sourced, purchased, customised or completed part of the service, a refund may not be available for that portion.

5. Client Cancellations

If a client wishes to cancel a booking, the client should notify SARUN as soon as possible in writing by email, WhatsApp or another approved communication method.

The cancellation request should include the booking name, event date, invoice number if available, reason for cancellation and any request for rescheduling or refund consideration.

SARUN may calculate any refund or outstanding balance based on preparation completed, expenses incurred, rental items reserved, partner costs, staffing, delivery arrangements, custom work and notice given.

6. Short-Notice Cancellations

Short-notice cancellations may result in limited or no refund because SARUN may have already reserved items, arranged staff, blocked the date, prepared materials, scheduled transport, purchased supplies, coordinated partners or declined other bookings.

SARUN may also charge any outstanding costs connected to work already completed or expenses already incurred.

7. No-Show or Lack of Access

If SARUN arrives for delivery, setup, service, collection or event support and the client is unavailable, the venue is inaccessible, the setup area is not ready, permission is denied, or the booking cannot proceed because of client-provided conditions, the booking may be treated as cancelled by the client.

In these cases, refunds may not be available, and additional delivery, waiting, labour, transport or rescheduling fees may apply.

8. Rescheduling Requests

Clients may request to reschedule a booking, but rescheduling is not guaranteed. Approval depends on availability, rental items, staffing, partners, delivery schedules, event type, preparation already completed and the amount of notice provided.

If SARUN approves a rescheduling request, the original deposit or payment may be transferred to the new date at SARUN’s discretion.

Additional charges may apply if the new date, location, rental items, staffing needs, delivery distance, partner availability or service requirements change.

9. Rescheduling Time Limit

Where SARUN allows a booking to be rescheduled, the new date may need to fall within a reasonable period agreed by SARUN.

If the client does not choose a new date within the required time, or if SARUN cannot accommodate the new date, payments may remain subject to the original cancellation terms.

10. Weather-Related Changes

Outdoor bookings are affected by weather, ground conditions, wind, rain, access, safety and item suitability. Clients are encouraged to have a suitable backup plan for outdoor events.

If weather makes the booking unsafe or unsuitable, SARUN may recommend postponement, relocation, setup changes or cancellation. Refunds or credits for weather-related changes may depend on the booking type, notice given, costs incurred, work completed and whether a backup option was available.

More detailed terms may be included in SARUN’s Weather & Outdoor Use Policy.

11. SARUN Cancellations

SARUN may cancel, postpone or refuse a booking where necessary because of safety concerns, severe weather, unsuitable venue conditions, unavailable items, staffing issues, illness, transport disruption, emergency, non-payment, client breach of policy, partner issues or circumstances outside SARUN’s reasonable control.

Where SARUN cancels a booking for reasons within SARUN’s control and no service has been provided, SARUN may offer a refund, credit or rescheduling option depending on the circumstances.

Where SARUN cancels or refuses service because of client breach, non-payment, unsafe conditions, lack of access, unsuitable setup conditions or failure to follow instructions, refunds may not be available.

12. Force Majeure and Circumstances Outside Control

SARUN may not be responsible for cancellations, delays, interruptions or changes caused by events outside SARUN’s reasonable control, including severe weather, storms, flooding, natural disasters, power outages, road closures, accidents, public emergencies, government restrictions, venue closures, supplier failures, transport disruptions, civil unrest, illness or other unexpected events.

In these situations, SARUN may offer rescheduling, credit or another reasonable option where possible, but refunds may depend on the costs already incurred and the nature of the booking.

13. Custom Work and Special Orders

Custom work, personalised items, special sourcing, branded materials, custom signage, florals, printed items, design work, production work and made-to-order services may be non-refundable once SARUN has started preparation, design, sourcing, ordering, purchasing or production.

If a booking involving custom work is cancelled, the client may still be responsible for the cost of custom items, materials, labour, design time or third-party supplier costs already incurred.

14. Partner or Vendor Services

Some bookings may involve SARUN partners, vendors, venues, creatives, service providers or third-party suppliers. Partner or vendor cancellation terms may apply in addition to SARUN’s policy.

Where a partner or vendor has separate non-refundable fees, deposits, preparation costs or cancellation terms, the client may be responsible for those amounts.

15. Product Orders and Shop Purchases

Refunds for product orders, shop items, curated goods, partner products or digital items may depend on the product type, order status, fulfilment status, delivery status, supplier terms and whether the item is custom, used, damaged, opened or returned in acceptable condition.

SARUN may cancel and refund an order where an item is unavailable, incorrectly priced, incorrectly listed, out of stock, damaged before delivery or unable to be fulfilled.

16. Refund Method

Approved refunds will usually be returned through the original payment method where possible, or through another method approved by SARUN.

Processing times may depend on banks, payment platforms, card providers, transfer methods or third-party payment processors.

17. Payment Processing Fees

Bank fees, card fees, transfer fees, payment platform fees, exchange rate differences or third-party processing fees may be deducted from refunds where applicable, unless SARUN states otherwise in writing.

18. Credits

In some cases, SARUN may offer a credit instead of a refund. Credits may be applied toward a future booking, rental, service or order within the time period stated by SARUN.

Credits are not automatically transferable to another person or event unless SARUN approves this in writing.

19. Outstanding Balances After Cancellation

Cancellation does not automatically remove any outstanding balance owed to SARUN. The client may still be responsible for unpaid costs relating to custom work, partner fees, delivery attempts, staffing, damage, loss, cleaning, preparation or services already provided.

20. How to Request a Cancellation, Refund or Reschedule

To request cancellation, refund consideration or rescheduling, contact SARUN as soon as possible and include:

• Your full name.
• Booking name or event name.
• Event date or rental date.
• Invoice number or payment reference if available.
• Reason for cancellation or rescheduling.
• Preferred new date if requesting rescheduling.
• Any supporting information that may help SARUN review the request.

21. Changes to This Policy

SARUN may update this Cancellation & Refund Policy from time to time as services, rentals, booking practices, partner arrangements and business operations develop.

The updated version will be posted on this page with the latest “Last updated” date.

22. Contact SARUN

If you have questions about this Cancellation & Refund Policy or need clarification before booking, contact SARUN at:

Email: info@sarungroup.com
Phone / WhatsApp: +1 (758) 730-2622
Location: Saint Lucia