Terms of service


Terms & Conditions

At Surprise Machi, we aim for a smooth and memorable experience. However, occasional delays or unforeseen issues may arise. By booking our services, you agree to the following terms, which help ensure seamless operations.

Event Categories

  1. Virtual Surprises
  2. Live Surprise Events
  3. Client’s Venue Surprises
  4. Venue Suggested by Surprise Machi

2. Payment Terms

Live Surprise Events, Client’s Venue Surprises, and Venue Suggested by Surprise Machi

  • Booking Deposit: A 50% deposit of the total event charges is required to confirm your event.
  • Full Payment: The remaining balance must be settled before the event date, with payment confirmation shared before the event begins.
  • GST Invoice: A GST invoice will be provided upon full payment.

Virtual Surprises

  • Payment Requirement: 100% of the event charges is required for booking confirmation.
  • Invoice: A GST invoice will be provided upon payment.

3. Time Slot and Delay Policies

Virtual Surprises

  • Virtual events begin as scheduled. Technical issues due to participant devices or internet connections are not the responsibility of Surprise Machi.

Live Surprise Events, Client’s Venue Surprises, and Venue Suggested by Surprise Machi

  • Allocated Time Slot: Specified in your package. We ask that clients arrive punctually.
  • Buffer Time: A 40-minute buffer time is provided for any last-minute adjustments.
  • Delay Charges: If delayed beyond the buffer time, 20% of the event charges will apply for every 5 to 40 minutes of delay.
  • Uninformed Delays by Surprise Machi: If there’s an uninformed delay, we offer a 20% refund or a free event worth 30% of the current event's value.

4. Customization and Input Submission Deadlines

Customization Requests

For confirmed events, customization requests must be submitted and approved at least 3 days before the event to ensure smooth execution. Last-minute changes may not be accommodated.

Input Deadlines

  • Same-Day/Next-Day Events: Submit inputs within 1 hour of confirmation.
  • Within 3 Days: Inputs needed within 5 hours.
  • Within 10 Days: Inputs required within 24 hours.
  • Within 15 Days: Inputs required within 48 hours.
  • Within 20 Days: Inputs required within 72 hours.
  • Within 30 Days: Inputs required within 5 days.

Late Submission Consequences: If inputs aren’t provided within the specified timeline, generic replacements may be used (e.g., a generic greeting card instead of a personalized one).

5. Postponement & Cancellation Policy

Live Surprise Events, Client’s Venue Surprises, and Venue Suggested by Surprise Machi

  • Postponement: Accepted up to 36 hours before the event in cases of unforeseen circumstances (e.g., natural calamities).
  • Cancellation Refunds:
    • 75% refund for cancellations made 7+ days in advance.
    • 50% refund for cancellations made within 2 days.
    • No refund for cancellations within 2 days.

Virtual Surprises

  • Postponement: Requests to postpone are accepted up to 36 hours prior to the event at no additional cost.
  • Cancellation:
    • 75% refund for cancellations made 7+ days before the event.
    • 50% refund for cancellations made within 2 days.
    • No refund for cancellations within 2 days.

6. Venue Requirements For Client’s Venue 

Setup Timing

The event coordinator will provide a confirmed setup time. Clients should ensure the venue is clean and ready for a smooth setup.

Venue Cleanliness & Responsibility

The client is responsible for ensuring a clutter-free, prepared space. Surprise Machi staff will not rearrange or clean household items.

7. Technical Requirements for Virtual Events

Clients should ensure all participants have:

  • Stable Internet Connection
  • Necessary Equipment: Any technology needed to participate in the virtual experience (e.g., microphone, camera).

Surprise Machi is not responsible for technical issues on the client's side.

8. Videography & Photography Services (For In-Person Events Only)

  • Service Availability: Candid photography/videography can be added for an extra fee.
  • Client’s Own Videographers: Clients may hire their own photographers but must seek pre-approval. Additional charges may apply, and an agreement with terms will be emailed.
  • Media Delivery: Edited videos or photos will be delivered within 8 to 10 working days. Outputs will include Surprise Machi’s logo; raw footage will not be provided.

9. Our Commitment to You

We strive to create a seamless and unforgettable event experience. These terms ensure clarity, responsibility, and quality. Thank you for understanding and choosing Surprise Machi to celebrate your special moments.

For questions regarding these Terms & Conditions, feel free to Contact Us.