Cancellation & Refund Policy

1. Booking and Service Confirmation

A booking, registration, or service is considered confirmed only when the required confirmation steps stated in the relevant quotation, invoice, contract, booking information, or service agreement have been completed.

This may include payment of a deposit, registration fee, full payment, or another agreed amount.

2. Client or Customer Cancellation

If a client or customer cancels a confirmed service, booking, event, staffing engagement, training registration, or other service, any refund or amount retained by LEMA will depend on:

• •The applicable quotation, invoice, contract, booking terms, or service agreement
• •The type of service booked
• •The amount of work already completed
• •The timing of the cancellation
• •Costs already committed to third-party suppliers
• •Staffing or personnel commitments already made
• •Other non-recoverable costs associated with the booking or project

Where specific cancellation terms have been provided for a service, those terms will apply.

3. Non-Refundable Costs

Certain payments or expenses may be non-refundable where LEMA has already committed funds or resources to third-party suppliers, venues, personnel, transportation, accommodation, production, materials, bookings, or other services and those costs cannot be recovered.

Any applicable non-refundable amounts will be communicated in the relevant quotation, booking terms, invoice, contract, or service agreement where reasonably possible.

4. Event Postponement or Date Changes

Requests to postpone or change the date of an event are subject to LEMA's availability and the availability of relevant suppliers and personnel.

A postponement or date change may result in:

• •Revised fees
• •Additional costs
• •Changes to supplier availability
• •Changes to staffing availability
• •Changes to venue or production arrangements
• •Other costs arising from the new date or requirements

LEMA will communicate material changes to the client where reasonably possible.

5. Changes to Service Scope

Changes to an agreed service may affect the total cost and delivery arrangements. This may include changes to:

• •Guest numbers
• •Event duration
• •Event location
• •Staffing numbers
• •Staffing roles
• •Production requirements
• •Decoration requirements
• •Marketing or branding deliverables
• •Project timelines
• •Training programme requirements
• •Travel arrangements
• •Transportation or accommodation requirements

Any material changes may be subject to revised fees and confirmation.

6. LEMA Academy and Training Programmes

Training programmes, workshops, courses, and other educational offerings provided through LEMA Academy may have specific registration, payment, cancellation, postponement, and refund terms.

Where specific programme terms are provided, those terms will apply to the relevant programme.

Where no separate terms have been provided, refund requests will be considered based on the timing of the request, programme costs already incurred, materials or services already provided, and any applicable third-party costs.

Registration for a programme does not automatically guarantee a refund if a participant chooses not to attend after the programme has been confirmed.

7. Staffing Services

Cancellation or changes to confirmed staffing services may be subject to the specific terms communicated at the time of booking.

Where LEMA has already committed staff, supervisors, coordinators, transportation, or other resources to a booking, applicable costs may be retained or charged where permitted by the agreed service terms.

8. Travel and Tour Services

Travel and tour bookings may involve third-party providers, including airlines, hotels, transport companies, tour operators, venues, and other suppliers.

Refunds and cancellations for such services may therefore be subject to the applicable third-party booking conditions in addition to LEMA's own service terms.

Any applicable cancellation charges, supplier penalties, non-refundable amounts, or administrative charges will be communicated where reasonably possible.

Clients and travellers should review the specific booking terms provided for their travel or tour arrangement.

9. Cancellation by LEMA

If LEMA is unable to provide an agreed service and no suitable alternative arrangement can reasonably be made, any refund due will be handled in accordance with the applicable quotation, contract, booking terms, service agreement, and applicable law.

Where possible, LEMA will communicate with the client or customer and discuss reasonable alternatives.

10. Force Majeure

LEMA will not be responsible for delays, cancellations, postponements, or inability to perform caused by circumstances beyond our reasonable control.

Such circumstances may include serious weather events, natural disasters, government restrictions, public emergencies, venue closure, major transportation disruption, or other comparable circumstances.

Where reasonably possible, LEMA will work with the affected client, customer, participant, or traveller to identify an appropriate alternative arrangement.

11. Refund Processing

Where a refund has been approved, the timing and method of the refund will depend on the circumstances of the transaction and the payment method used.

Refunds may be processed after applicable deductions, including approved non-refundable costs, supplier charges, or other amounts permitted under the relevant agreement.

12. How to Request a Cancellation or Refund

Cancellation or refund requests should be submitted to LEMA as soon as possible.

Requests should include the relevant booking, service, programme, event, or transaction details so that the request can be reviewed appropriately.

LEMA may request additional information where necessary to verify the request.

13. Policy Updates

LEMA may update this Cancellation & Refund Policy from time to time to reflect changes to our services, business practices, booking arrangements, or applicable legal requirements.

The updated version will be published on this website with a revised Last Updated date.

14. Contact Us

For cancellation, postponement, or refund enquiries, please contact us:

Email: admin@labelleagencyltd.com

Labelle Events & Marketing Agency Ltd (LEMA)