When booking it’s so easy to read the estimate that says deposits are non-refundable, non-moveable, and not for product, then sign it, and not think about it. What could go wrong? I do it as well, then when something happens, we are all shocked that we are still told they are still non-refundable.
It’s tough to be tough but this is a black-and-white line for us. Remember when setting a policy, it’s not about you, our customer who had something go wrong. It’s about customers who in the past have worked the system and made us turn black and white with our policies.
Remember that even though you have lost your deposit which is 25% of the order, we have lost 75%. Typically, cancellations happen a couple of months or closer to your day. At that stage the chances of rebooking a client are slim. We have turned away a lot of people for your date and we will lose the work we have already done. That is what deposits cover.
We did not set this policy lightly. We dislike not being able to help as all our past clients know. That said it’s a black-and-white line. Deposits are non-refundable.
