Refund policy
Cancellation Policy
At Surprise Machi, we understand that plans can change unexpectedly. Our cancellation policy is designed to accommodate cancellations while covering the preparation and planning efforts involved in organizing a memorable event. The following cancellation terms apply to all event types:
1. Virtual Surprises
- 7+ Days Before the Event: 75% of the total amount will be refunded.
- 2 to 7 Days Before the Event: 50% of the total amount will be refunded.
- Less than 2 Days Before the Event: No refund will be issued.
2. Live Surprise Events, Client’s Venue Surprises, and Venue Suggested by Surprise Machi
- 7+ Days Before the Event: 75% of the total event charges will be refunded.
- 2 to 7 Days Before the Event: 50% of the total event charges will be refunded.
- Less than 2 Days Before the Event: No refund will be issued.
3. Special Conditions
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Weather-Related Cancellations: For outdoor events affected by adverse weather conditions, Surprise Machi may offer a rescheduling option (subject to availability) or a partial refund based on the incurred costs. Please contact us promptly to discuss options.
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Unforeseen Circumstances: In cases of emergencies or force majeure that prevent the event from occurring, Surprise Machi will work with you to provide alternative arrangements or partial refunds, depending on the situation and incurred expenses.
4. Refund Process
- Refunds will be processed within 7 to 10 business days to the original payment method.
- Service fees or bank charges incurred during the refund process will be deducted from the refunded amount.
Thank you for understanding and cooperating with our cancellation policy, which helps us manage resources and maintain the quality of services for all our clients. For any questions or clarification, please Contact Us.