Cancellation, Changes & Rescheduling Policy
At Balloon Duet, every confirmed order reserves production time, materials and operational capacity specifically for your event.
Because balloon products are made to order and time-sensitive, the following conditions apply.
CANCELLATIONS — 7 DAYS OR MORE
Cancellation requests received at least 7 calendar days before the scheduled delivery or pickup date are subject to a 50% cancellation fee.
The remaining 50% will be issued as Balloon Duet store credit.
The amount will not be refunded to the original payment method unless required by applicable law.
CANCELLATIONS — LESS THAN 7 DAYS
Orders cancelled less than 7 calendar days before the scheduled delivery or pickup date are final and non-refundable.
No store credit is normally provided because production capacity, materials, staffing, customization and delivery resources may already have been committed to the order.
This does not limit any right or remedy that cannot legally be excluded.
HOW TO REQUEST A CANCELLATION
Cancellation requests must be submitted to:
Please include your order number.
A cancellation is not effective until confirmed by Balloon Duet.
ORDER MODIFICATIONS
Modification requests should be submitted at least 48 hours before the scheduled delivery or pickup.
All changes are subject to availability and feasibility.
Changes may include:
- Colours
- Theme
- Personalization
- Balloon selection
- Quantity
- Delivery or pickup arrangements
- Other order details
Requests submitted less than 48 hours before fulfilment are not guaranteed.
REDUCING AN ORDER
If an approved modification reduces the value of an order, the difference is not normally refundable or eligible for store credit.
INCREASING OR UPGRADING AN ORDER
Additional products, upgrades or services are subject to availability.
Any additional amount must be paid before the modification is confirmed.
PERSONALIZED & CUSTOM PRODUCTS
Once production, personalization or customization has begun, certain elements may no longer be changeable.
The customer is responsible for reviewing names, numbers, ages, messages, colours, dates and other information before submitting the order.
DELIVERY TO PICKUP
A request to change delivery to pickup should be made at least 48 hours before fulfilment.
If approved, any eligible delivery-fee adjustment will normally be provided as store credit.
PICKUP TO DELIVERY
Changing pickup to delivery is subject to:
- Delivery availability
- Service area
- Route capacity
- Applicable delivery charges
The applicable delivery fee must be paid before the change is confirmed.
DELIVERY ADDRESS CHANGES
Address changes are subject to approval.
If the new address results in a different delivery charge, the difference must be paid before confirmation.
Balloon Duet may decline a change that cannot reasonably be accommodated or falls outside our delivery area.
RESCHEDULING
Requests to reschedule should be submitted at least 48 hours before the scheduled fulfilment date.
Rescheduling is subject to availability.
One approved rescheduling may be permitted without a separate rescheduling fee, provided that the new fulfilment date occurs within 90 days of the original date.
Additional material, delivery, staffing or other costs resulting from the change remain payable by the customer.
Further rescheduling requests may result in additional charges or may be treated as a cancellation depending on the circumstances.
STORE CREDIT
Store credit:
- Has no cash value
- Cannot normally be redeemed for cash
- Is subject to any expiration or conditions communicated when issued
- May be used toward eligible future purchases
Nothing concerning store credit limits a remedy required by applicable law.
EVENTS BEYOND REASONABLE CONTROL
Circumstances such as severe weather, unsafe roads, emergencies, government restrictions, venue or building-access restrictions, power outages, supplier disruptions or transportation interruptions may make fulfilment as originally planned impracticable or unsafe.
Where reasonably possible, Balloon Duet will work with the customer toward an appropriate solution, which may include rescheduling, pickup, revised delivery arrangements, reasonable substitutions, store credit or another appropriate solution.
Any resolution will depend on the circumstances and applicable law. Nothing in this section limits any rights or remedies that cannot legally be excluded.
CHANGES INITIATED BY BALLOON DUET
Occasionally, circumstances outside our reasonable control may require a reasonable adjustment or substitution.
Where appropriate, Balloon Duet will make reasonable efforts to preserve the agreed theme, colour palette, style, quality and value.
Material substitutions are governed by our Balloon Substitution Policy.
CUSTOMER RESPONSIBILITY
Customers are responsible for reviewing the order confirmation and ensuring that the event date, delivery or pickup information, address, telephone number, personalization and other details are correct.
CONFIRMATION REQUIRED
A requested cancellation, modification, address change or rescheduling is not confirmed until Balloon Duet has approved it.
APPLICABLE LAW
Nothing in this policy excludes or limits rights, warranties, conditions or remedies that cannot legally be excluded under applicable law.