Terms
Cancellation & Refund Policy
Last updated: August 2026
We know plans change. This page sets out exactly what happens if a booking needs to be cancelled or moved, so there are no surprises on either side.
Deposits
A 50% deposit is required to secure your date. The remaining balance is due 7 days before your event.
If you cancel
How much of your deposit is refunded depends on how much notice we receive before your event's scheduled start time:
| Notice given | Deposit refunded | We keep |
|---|---|---|
| 3+ days72 hours or more | 100%your full deposit back | Nothing |
| 1–3 days24–72 hours | 50%half your deposit back | Half the deposit |
| Under 1 dayless than 24 hours | 0%deposit not refunded | The full deposit |
A worked example
Say your booking totals $750, so your deposit was $375:
- Cancel 4 days out → you get the full $375 back.
- Cancel 2 days out → you get $187.50 back, we keep $187.50.
- Cancel the morning of → the $375 deposit is not refunded.
Percentages always apply to your deposit, not the full booking total.
Notice is measured in hours, from when your written cancellation reaches us to your event's scheduled start time.
How to cancel
Email booking@pixelpop.studio with your booking reference (it starts with PPS-). The time your email arrives is what determines which tier applies.
If you've already paid your balance in full, everything above the deposit is refunded regardless of how much notice you give.
Rescheduling
With 72 hours' notice or more, we'll move your deposit to a new date within 12 months at no extra charge, subject to availability. Just ask — we'd much rather move a booking than lose it.
Requests made inside 72 hours are treated as a cancellation under the table above.
If we cancel
If we can't perform for any reason within our control — equipment failure, staffing, or a scheduling error on our end — you receive a full refund of everything you've paid, deposit included.
Force majeure
Neither party is liable for failure to perform due to circumstances beyond reasonable control. This includes, but isn't limited to: severe weather, natural disaster, fire, flood, power failure, government restriction or order, public health emergency, civil unrest, acts of war or terrorism, venue closure, or serious illness or injury of essential personnel.
Where such an event prevents your booking from going ahead, we'll first offer to reschedule to a mutually agreeable date within 12 months at no additional charge.
If rescheduling isn't possible, we'll refund everything paid, less any non-recoverable costs already incurred on your behalf — things like custom printing, specialty backdrops, or third-party rentals. Any such costs will be itemized for you.
How refunds are processed
Approved refunds go back to the original payment method within 5 business days of us confirming the cancellation. Your bank then typically takes a further 5–10 business days to post it to your statement.
Questions
Talk to us first
If something's come up and you're not sure where you stand, get in touch before assuming the worst. Email booking@pixelpop.studio and we'll work it out.