REFUND POLICY

Last Updated: 18.02.2026

This Refund Policy outlines the terms under which refunds, cancellations, and service adjustments are handled by Octopus Reels ('we', 'our', 'us'). By confirming a booking and making payment, you acknowledge and agree to the terms below.

1. Deposit Policy

1.1 All bookings require a non-refundable deposit of 50% to secure the event date.

1.2 Deposits are strictly non-refundable as they reserve your event date, block availability for other clients, and cover administrative and preparation costs.

1.3 Your booking is only confirmed upon receipt of the deposit.

2. Cancellation Policy

Cancellations must be made in writing via official email or WhatsApp communication.

2.1 More than 30 days before event: Deposit forfeited. No further charges.

2.2 14–30 days before event: Deposit forfeited. Up to 75% of total invoice may be chargeable.

2.3 Less than 14 days before event: 100% of total invoice may be chargeable. No refunds will be issued.

We reserve the right to assess cancellation charges based on work completed and costs incurred at the time of cancellation.

3. Rescheduling Policy

3.1 One complimentary reschedule is allowed, subject to availability.

3.2 The new event date must be within 6 months of the original booking date and confirmed in writing.

3.3 If we are unavailable on the requested new date, the booking will be treated as a cancellation and the deposit remains non-refundable.

3.4 Additional reschedules may incur administrative fees.

4. No-Show Policy

If the client fails to attend, denies venue access, or fails to secure necessary approvals, the booking will be considered fulfilled and no refunds will be issued.

5. Service Disruptions

5.1 Equipment Malfunction: We will attempt rectification or replacement. If not possible, a partial refund may be issued proportionate to the affected service.

5.2 External Factors: No refunds will be granted for disruptions caused by venue power failures, weather conditions, government regulations, force majeure events, guest misuse, or third-party vendor delays.

6. Digital Deliverables

6.1 Once digital files have been delivered, the service is deemed fulfilled.

6.2 Digital products are non-refundable once delivered.

6.3 Minor edits may be accommodated at our discretion.

7. Physical Products

Customised items are non-refundable once production has begun.

Claims for damaged items must be reported within 48 hours with photo evidence. Replacement or partial refund will be assessed at our discretion.

8. Refund Processing

Approved refunds will be processed within 7–14 working days and issued via the original payment method where possible.

Transaction processing fees are non-refundable.

9. Exceptional Circumstances

In cases involving medical emergencies, bereavement, or government-mandated restrictions, we may offer credit notes, date transfers, or partial refunds at our sole discretion.