Refund and Cancellation Policy

1. Overview & Statutory Right of Withdrawal

This Refund and Cancellation Policy governs all cancellation requests and refund evaluations for custom event decoration services provided by www.festivesceneset.com (operating under the brand festivesceneset, located in Germany).

In accordance with European Union Consumer Rights regulations and Section 312g (2) No. 1 of the German Civil Code (BGB), the statutory right of withdrawal does not apply to contracts for the supply of goods or services made to customer specifications or clearly personalized to individual event requirements once physical preparation or service execution has commenced upon explicit client consent.

2. Cancellation Timeframes & Refund Eligibility

Because custom decoration services involve dedicated resource allocation, schedule locking, and tailored preparation prior to the event, cancellation requests are processed according to the following notice timeframes:

• Cancellation Notice Provided 14 or More Calendar Days Prior to Event: If written notice of cancellation is received 14 calendar days or more before the scheduled service execution date, the booking may be cancelled, and the advance deposit paid will be refunded minus a standard administrative processing fee of 10%.
• Cancellation Notice Provided Between 7 and 13 Calendar Days Prior to Event: If written notice is received 7 to 13 calendar days before the scheduled service date, 50% of the initial booking deposit will be retained to cover committed material allocation and preparation costs. The remaining balance of the deposit will be refunded.
• Cancellation Notice Provided Less Than 7 Calendar Days Prior to Event: If a cancellation request is submitted less than 7 calendar days prior to the scheduled execution date, or in the case of a no-show on the event day, all advance deposits paid become strictly non-refundable due to finalized schedule reservations and preparation investments.

3. Refund Processing & Payment Method

When a refund is approved under the conditions outlined in Section 2, the following processing parameters apply:

• Refund Request Submission: All requests for cancellation or refund must be submitted in writing via our official support email at scene@festivesceneset.com.
• Refund Processing Timeframe: Approved refunds will be processed within 14 working days from the date of written cancellation confirmation.
• Original Payment Method: Refunds are issued exclusively through the original payment method used during the initial transaction.

4. Service Adjustments & Quality Concerns

• On-Site Service Inspection: Clients or their designated venue representatives are required to inspect the physical decoration arrangement upon completion on the event day.
• Resolution Protocol: Any operational concerns regarding service execution must be communicated immediately to our on-site team prior to event commencement. festivesceneset will undertake reasonable adjustments on-site to align setup with the confirmed proposal. Refunds will not be granted for minor subjective preference variations after services have been successfully delivered and accepted on-site.

5. Merchant Information & Support Channels

For any inquiries regarding cancellation notices or refund procedures, please contact our administrative channels:

• Brand Name: festivesceneset
• Website: www.festivesceneset.com
• Contact Email: scene@festivesceneset.com
• Registered Location: Germany
• Customer Support SLA: Written cancellation inquiries are logged and addressed within 24 hours.