Refund & Cancellation Policy

1. Your rights under Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with a service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If a failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time. If this is not done, you are entitled to cancel your contract and obtain a refund for the unused portion.

Nothing in this policy limits these rights.

2. 50% non-refundable deposit

A deposit of 50% of the quoted project price is payable when you accept your quote. The deposit confirms your project and reserves design time, production capacity and installation crews for your event dates. When you pay it, we start work and commit costs on your behalf, such as design hours, materials, printing and subcontractor bookings.

The deposit is non-refundable if you cancel or postpone your project for any reason other than a failure on our part, including a change of mind or a change to your event plans.

The balance of the project price is payable as set out in your quote. Unless agreed otherwise, it must be paid in full before bump-in.

3. Cancelling a custom project

• Please tell us in writing (email is fine) as soon as possible if you need to cancel.
• The 50% deposit is retained (see section 2).
• If you have paid more than the deposit, we will stop work and give you an itemised statement of costs incurred up to the date we receive your notice. These can include design and project management time, materials purchased or cut to size, printed graphics, fabrication completed, and non-refundable freight, storage or subcontractor commitments. We will refund any amount you have paid above the deposit that exceeds those costs.
• If the costs incurred are more than the deposit and any other amounts you have paid, we will invoice the difference.
• Where practical, we will reduce costs by reusing materials or cancelling bookings.
• Items already fabricated for you remain yours once the costs are paid, and we can arrange delivery or storage.

4. Events postponed or cancelled by the organiser

If an event is postponed, we will work with you to move your project to the new dates, and your deposit is carried over to the rescheduled project. Any extra costs from the change, such as storage, rebooking freight or updating dated graphics, will be quoted before we proceed.

If an event is cancelled by the organiser, section 3 applies. Where you are able to recover stand costs from the organiser or your insurer, we will provide documents to support your claim.

5. Hire items (furniture, AV and displays)

• You can change or cancel hire orders free of charge before we have prepared, reserved or dispatched the items, unless your quote says otherwise.
• After items have been prepared or dispatched, delivery, collection and any costs we cannot recover may be charged.
• Hire charges are not refunded for items that are delivered and not used at the event.

6. Change of mind

Because our stands, displays, graphics and fit-outs are custom made to your approved design, we do not offer refunds for change of mind once production has started, except as set out in this policy or where the law requires it.

7. Faults, defects and on-site issues

• Please check your stand or display at handover and raise any issues with our on-site team straight away. This gives us the best chance to fix them before the event opens.
• If something we supplied is faulty, damaged or not as agreed, we will repair, replace or re-supply it, or refund you where required under the Australian Consumer Law.
• Differences arising from content or designs you approved, or from venue, organiser or third-party services we did not supply (such as power, internet or rigging), are not defects in our work.

8. How refunds are paid

Approved refunds are paid to the original payment method or by bank transfer, usually within 14 business days after the refund amount is agreed.

9. How to cancel or request a refund

Email or call us using the details below with your name, company, project or invoice number and the reason for your request. We will acknowledge your request within two business days.

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