REFUND & CANCELLATION POLICY
Effective Date: June 12, 2026
This Refund & Cancellation Policy governs all cancellations, modifications, and refunds for bookings made through the Ocanzia platform.
Customer Cancellation
Refund eligibility depends on how far in advance the cancellation request is made.
| Cancellation Time | Refund Amount |
|---|---|
| More than 15 days before the event | 80% refund (20% processing fee deducted) |
| 7 to 15 days before the event | 50% refund |
| 3 to 6 days before the event | 25% refund |
| Less than 72 hours before the event | No refund (100% cancellation charge) |
Same-Day Bookings
For bookings scheduled on the same day they are made:
- No cancellations are permitted.
- No rescheduling is allowed.
- No refunds will be issued.
Rescheduling
Customers may request one reschedule of their booking, subject to the following conditions:
- Request must be made at least 72 hours before the event.
- Subject to vendor and service provider availability.
Additional charges may apply due to:
- Peak dates
- Seasonal pricing
- Vendor cost differences
Provider Cancellation
If Ocanzia or its assigned service provider cancels a booking due to operational reasons, the customer may choose either:
- A 100% refund to the original payment method, or
- A replacement service arranged by Ocanzia.
Non-Refundable Situations
Refunds will not be provided in situations such as:
- Venue access is denied.
- Required permissions are unavailable.
- Customer or representative is absent at the venue.
- Incorrect venue address is provided.
- Government restrictions prevent service delivery.
- Force majeure events occur after service setup has started.
Decoration Variations
Minor variations in event decoration are natural and do not qualify for refunds. These may include:
- Balloon colors
- Flower varieties
- Decorative props
- Accessories
- Other handcrafted design elements
Partial Refunds
Partial refunds may be considered if:
- A significant service deficiency is established.
- Photo or video evidence is submitted within 24 hours after the event.
- Ocanzia approves the claim after internal review.
Refund Timeline
Once a refund request is approved:
- Refunds are processed within 7–10 business days.
- The amount is credited to the original payment method used during booking.
Chargebacks
Customers are requested to contact Ocanzia's support team before initiating a bank or credit card chargeback.
Fraudulent or unjustified chargebacks may result in:
- Immediate account suspension.
- Restriction of future bookings and services.
Contact
For refund requests, cancellation assistance, or refund status inquiries, contact:
Email: care@ocanzia.com