Refund & Cancellation Policy

1. Scope of this policy

This Refund & Cancellation Policy applies to purchases and bookings made with Happy Day Toronto through https://happydaytoronto.com, by invoice, or through a written quote. It covers custom balloon decor, event installation, rentals, delivery, related services, and products sold through our online shop.

Your accepted quote, invoice, or written booking agreement may contain terms specific to your event. Those booking-specific terms control where they differ from this general policy. Nothing here limits a refund, cancellation, or other remedy required by applicable law.

2. Deposits, retainers, and booking payments

A date is not reserved until the required payment is received and we confirm the booking. The quote or invoice will identify the payment schedule and whether a deposit or retainer is refundable, partially refundable, or non-refundable.

A deposit identified in writing as non-refundable compensates for reserving the event date, declining other work, design time, administration, and initial sourcing. We will not treat a payment as non-refundable unless that condition was disclosed before payment. Amounts paid for materials, custom fabrication, completed work, special orders, or third-party commitments may also be deducted from an otherwise available refund where permitted by the agreement and law.

3. Cancellation by the customer

To cancel, email us as soon as possible at happydaytorontoballoons@gmail.com. The effective cancellation date is the date we receive a clear written request.

Any refund or credit will be assessed using:

• the cancellation terms stated in the accepted quote or invoice;
• the amount and type of work already completed;
• custom, perishable, or non-returnable materials already purchased or prepared;
• labour, inventory, rentals, and event time reserved;
• non-recoverable supplier, payment, delivery, or administrative costs; and
• any cancellation right required by applicable law.

If refundable funds remain after authorized deductions, we will return that balance. A change of mind does not automatically create a right to recover a disclosed non-refundable deposit or costs already reasonably incurred for a custom booking.

4. Rescheduling an event

We understand that plans can change. A request to move an event is subject to team, rental, material, and date availability and is not confirmed until approved in writing.

• Payments may be transferred to a new date when stated in the booking agreement or approved by us.
• New pricing, delivery fees, seasonal costs, replacement materials, storage, or additional labour may apply.
• If the new date is unavailable, the request may be treated as a cancellation under the original booking terms.
• Repeated changes or a substantial change in event scope may require a new quote.

5. Custom and perishable products

Personalized products, custom colour combinations, made-to-order balloon arrangements, prepared balloons, custom signage, and event-specific decor are generally final sale once production or sourcing begins. They cannot usually be restocked or resold.

This final-sale rule does not apply if we provide the wrong item, the item is materially defective when supplied, the order does not match an express written commitment, or a return or refund is otherwise required by law. Minor colour, size, finish, arrangement, or placement differences that are normal for handmade decor, screen displays, balloon batches, or reasonable approved substitutions are not defects.

6. Standard, non-custom shop products

Unless a product page states a different rule, you may request a return of an eligible non-custom, non-perishable product within 14 days after delivery. The item must be unused, complete, and in its original condition and packaging. Contact us before returning anything so we can confirm eligibility and provide instructions.

The customer is responsible for return delivery costs unless the product was incorrect, damaged on arrival, materially defective, or law requires otherwise. Original delivery, setup, rush, and payment-processing costs are not refundable once performed or incurred, except where required by law.

Prepared balloons, opened sanitary items, personalized goods, custom-made items, gift cards where non-returnable by law, clearance products marked final sale, and items damaged after delivery are not eligible for change-of-mind returns.

7. Damaged, incorrect, or unsatisfactory orders

Please inspect delivered products and completed installations promptly. If something is missing, damaged, incorrect, or materially different from the written order, notify us as soon as reasonably possible. For delivered products, contacting us within 48 hours and providing the order number and clear photographs helps us investigate quickly; this request does not shorten any mandatory legal right.

For installed event decor, please raise visible concerns before our team leaves whenever reasonably possible so we have an opportunity to correct the setup. Depending on the circumstances, an appropriate remedy may be repair, replacement, completion, a partial refund, a credit, or a full refund where required.

After an installation has been accepted, moved, altered, exposed to unsuitable conditions, handled by guests or third parties, or used for the event, we are not responsible for resulting damage or deterioration. Balloons naturally change over time and are affected by temperature, sunlight, wind, sharp surfaces, static, and handling.

8. Weather, venue access, and circumstances outside control

Outdoor decor is weather-sensitive. If conditions are unsafe or likely to damage the installation, we may recommend moving the decor indoors, changing the design, postponing, or cancelling the affected work. Venue closure, denied or delayed access, unavailable elevators, incorrect event details, unsafe conditions, severe weather, public emergencies, and other circumstances outside reasonable control may create additional costs or limit available refunds.

We will act reasonably, communicate available options, and apply any booking-specific force majeure terms. If Happy Day Toronto cannot provide a paid service for a reason within our control and no reasonable substitute or rescheduled service is accepted, we will refund the amount paid for the unprovided portion.

9. How approved refunds are processed

Approved refunds are normally issued to the original payment method. After we process a refund, banks and payment providers may require approximately 5–10 business days to post it. Processing time is outside our control.

Where the original method cannot be used, we may request information needed to issue another secure form of payment. Any refund calculation will be provided with a reasonable explanation. Please contact us before initiating a payment dispute so we have an opportunity to review the order and resolve the concern; this does not remove any lawful right to contact your payment provider.

10. Request a cancellation, return, or review

Include your name, order or invoice number, event date, the reason for the request, and any relevant photographs or documents.