Refund Policy

At Cheers & Tiers Champagne Towers and Event Hire, we are committed to providing high-quality services and ensuring your satisfaction. Our refund policy complies with the Australian Consumer Law (ACL), ensuring your rights as a consumer are protected.

1. Refunds for Cancellations

1.1 Client-Initiated Cancellations

  • More than 2 months before the event: A full refund will be issued, including any pre-payments, minus the non-refundable booking fee.

  • Within 2 months of the event: Payments are non-refundable but may be transferred to a new date (one-time reschedule only).

  • Less than 14 days before the event: No refunds or reschedules are available unless approved by Cheers & Tiers at our discretion.

1.2 Reschedules

  • One complimentary reschedule is allowed if requested at least 14 days before the original event date.

  • Travel fees may be re-invoiced if the venue location changes.

  • Reschedules must occur within 6 months of the original event date and are subject to availability.

1.3 Force Majeure If an unforeseen circumstance (e.g., natural disaster, government mandate) prevents us from delivering our service, we will work with you to reschedule. If rescheduling is not possible, a partial or full refund may be provided in accordance with ACL requirements.

2. Refunds for Service Issues

2.1 Services Not Delivered If Cheers & Tiers fails to deliver the contracted services due to our error, a full refund of the affected portion will be provided.

2.2 Major Failures As per the ACL, you are entitled to a refund or compensation for any major failure, such as:

  • Services not fit for their intended purpose

  • Unsafe services

  • Services that cause significant disruption

2.3 Minor Issues For minor issues (e.g. styling variations or setup delays), we will take reasonable steps to resolve the matter at no cost. Refunds or partial credits will be considered on a case-by-case basis.

3. Non-Refundable Situations

Refunds will not be issued for:

  • Change of mind or event cancellations within 2 months of the event date

  • Incorrect or incomplete information provided by the client that results in inability to perform the service (e.g. no venue access, unsafe setup conditions)

  • Weather-related cancellations — these are considered out of our control, and reschedules are not guaranteed

4. Refund Process

4.1 How to Request a Refund Please email us at cheersandtiers@2shey.com with your booking name, event date, and a brief explanation of the issue.

4.2 Assessment Timeframe Refund requests will be assessed within 7 business days, and you’ll be notified of the outcome.

4.3 Refund Method Approved refunds will be issued to the original payment method. Processing times may vary between 3–10 business days.

5. Your Rights Under Australian Consumer Law

Nothing in this refund policy excludes your rights under Australian Consumer Law. If you have concerns about your rights, you can refer to the Australian Competition and Consumer Commission (ACCC) website for more information.