Cancellation & Refund Policy

Application of This Policy

This Cancellation & Refund Policy applies to event planning, creative program development, audience hosting preparation, and activity coordination services provided by Lumistage Media. A signed proposal or project agreement may contain different cancellation terms. If so, those project-specific terms control.

Why Cancellation Charges Apply

Event work is date-sensitive and customized. Accepting a booking may require us to reserve planning capacity, decline other work, begin research, develop concepts, prepare scripts, coordinate personnel, and commit non-recoverable costs. Cancellation charges are intended to allocate those actual scheduling and preparation consequences rather than operate as a penalty.

How to Cancel

The client must provide a clear written cancellation notice identifying the project and event date. A cancellation is effective when received by the designated project contact or the business contact listed at the end of this Policy. A telephone conversation alone does not complete cancellation unless confirmed in writing.

Default Client Cancellation Schedule

Unless the project agreement states different terms, the following default schedule applies to the service fees for the affected booking:

• More than 30 calendar days before the event: the client is responsible for completed work, approved expenses, non-recoverable third-party commitments, and the booking deposit.
• 15 to 30 calendar days before the event: the client is responsible for the greater of completed work and approved costs or 50% of the agreed service fee.
• 8 to 14 calendar days before the event: the client is responsible for the greater of completed work and approved costs or 75% of the agreed service fee.
• 7 calendar days or fewer before the event, including event-day cancellation or client no-show: 100% of the agreed service fee is due, together with approved expenses and third-party commitments.

Amounts already paid will be applied to the balance due. If the amount paid exceeds the properly chargeable amount, the remaining balance will be reviewed for refund.

Deposits

Unless expressly stated otherwise in writing, booking deposits are non-refundable after the date is reserved and planning begins. A deposit may be transferred to a rescheduled date only as described below and only if we confirm availability in writing.

Rescheduling by the Client

A request to move the event is subject to availability and is not effective until confirmed in writing. Work completed for the original date remains billable. The client is responsible for additional planning, revisions, travel changes, vendor charges, and other costs caused by rescheduling.

If a new date occurs within six months of the original date and we are available, we may apply part of the paid service fee as a credit. The amount of any credit depends on completed work, notice, new scope, season, staffing, and non-recoverable costs. A second rescheduling request may be treated as a cancellation unless otherwise agreed.

Scope Reduction

Reducing attendance, shortening the program, removing an activity, or changing the venue does not automatically reduce the price after resources have been reserved or work completed. We will review a requested reduction and identify any reasonable adjustment based on actual savings, additional redesign work, and contractual commitments.

Cancellation or Material Change by Us

If we cancel a service for a reason within our reasonable control and cannot provide a mutually acceptable substitute or rescheduled performance, the client will receive a refund of amounts paid for the unperformed portion of that service. The refund is the client’s exclusive monetary remedy for the cancelled portion except where applicable law requires otherwise.

We may replace a facilitator, adjust non-material program details, or use qualified support personnel when reasonably necessary, provided the essential service remains substantially consistent with the agreement.

Force Majeure and Events Beyond Control

Severe weather, natural disaster, public-health emergency, government restriction, civil disturbance, war, transportation disruption, power failure, venue closure, labor action, serious illness, or another event beyond reasonable control may make performance unsafe, unlawful, or impracticable. In that situation, neither party is treated as breaching the agreement solely because of the affected performance.

The parties will use reasonable efforts to reschedule, modify, move online where appropriate, or substitute deliverables. Completed work, reserved time, approved expenses, and non-recoverable commitments remain payable. Any credit or refund for the remaining service will depend on recoverable amounts and the project agreement.

Venue or Vendor Failure

Cancellation or disruption caused by a venue, performer, audiovisual provider, caterer, transportation provider, security provider, utility, or other independent third party is treated as a client-side or force-majeure issue unless we directly contracted with that third party and expressly assumed responsibility in writing.

Unsafe, Unlawful, or Abusive Conditions

We may suspend or end services without refund if the client, venue, or attendees create unsafe conditions, request unlawful conduct, materially misrepresent the event, harass personnel, fail to provide required security, exceed lawful capacity, or refuse a reasonable safety instruction. Fees and costs earned through the suspension remain payable.

Digital and Customized Deliverables

Customized concepts, scripts, schedules, activity instructions, host notes, and planning documents are not returnable. Fees allocated to delivered or substantially completed customized work are non-refundable, even if the client later decides not to use the material.

Refund Request Procedure

A refund request must be submitted in writing within 14 calendar days after the cancellation or disputed charge and must include the project name, event date, invoice, amount requested, reason, and supporting information. We may request additional documentation.

Approved refunds are generally processed within 10 business days after the review is complete, although banks and payment processors may require additional time. Refunds may be returned to the original payment method or another lawful method agreed by the parties.

Non-Refundable Amounts

Unless prohibited by law, non-refundable amounts may include booking deposits, completed work, reserved time, rush fees, approved expenses, travel already purchased, customized materials, third-party commitments, processing costs that are not returned to us, and charges due under the default cancellation schedule.

Consumer Rights

Nothing in this Policy limits a cancellation or refund right that cannot lawfully be waived. If mandatory law gives a consumer a greater right, that law controls. Business and organizational clients may have different rights from individual consumers.