Refund & Cancellation Policy
(Applied since 1st April 2020)
Surprise Ville believes in helping its customers as far as possible, and has therefore formulated a transparent and fair cancellation and refund policy (already applied and effective since 1st April 2020).
Cancellation Charges
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Cancellation before 1 month of the event date (more than 30 days prior):
A standard cancellation charge of 20% of the total booking value will be applied.
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Cancellation within 1 month of the event date (or after 1 month from booking):
A cancellation charge ranging between 20% to 50% will apply, decided mutually based on the discussion between the client and our team (depending on the extent of preparations, material procurement, and vendor commitments already finalized).
Cancellation Rules
- All cancellation requests must be communicated to our customer support team with your booking details.
- Special promotional or festival flash offers may carry non-cancellation terms as communicated at the time of booking.
- Cancellations are not accepted for customized perishable items like fresh flower arrangements, personalized cakes, or perishable food once procured or prepared.
Damages & Issues
In case of receipt of damaged or defective items, please report the same to our Customer Service team. The request will be entertained once verified by our team. This should be reported within 2 days of delivery/event.
Refund Processing
Once your refund request is approved after applying the applicable cancellation charges, it will be processed and credited to your original payment method within 1-2 working days.
