Clear and fair booking terms

Cancellation & Refund Policy

A booking commits us to a specific date and to the work that goes in before it. This policy states plainly what is refundable, what is not, and how a genuine service failure is put right.

Version 1.1 · Last updated 8 September 2026 · Applies to the Wishing Wall service

1. What a booking pays for

You are booking a reserved date, not a file. Once a celebration is confirmed we build and test your wall, prepare your QR materials, and reserve our attention for your date so someone is reachable while your celebration is running. Most of that cost is spent before the day itself, which is why the terms below are framed around when you cancel rather than around what you downloaded.

2. Booking retainer

Bookings are confirmed by a booking retainer of 30% of the package price, which reserves your date and covers set-up. The retainer is non-refundable from the moment your date is confirmed, except under the cooling period in section 3 or a service failure under section 6. The balance is due no later than seven days before the event, and your wall goes live once it is paid.

3. 48-hour cooling period

A booking cancelled within 48 hours of payment is refunded in full, including the retainer, when set-up has not started and no non-recoverable third-party cost has been incurred. This cooling period does not apply to a booking made within 30 days of the event date — at that point preparation begins immediately and there is no unspent set-up left to refund.

4. Cancelling later

The retainer is not returned. The remaining balance is refunded on this scale, counted from the confirmed event date:

• 30 or more days before: full balance refunded.
• 14–29 days before: half the balance refunded.
• Fewer than 14 days before, or on the day: no refund of the balance.

Custom design work already delivered and non-recoverable third-party costs are deducted first, and are itemised for you before anything is processed.

5. Moving or cancelling the celebration itself

If the event is postponed, you may move your booking once to a new date without a rescheduling fee, when you tell us at least seven days before the original date and the new date is available. Your retainer and any balance paid carry across in full. The replacement date should normally fall within 12 months. A second move is treated as a new booking. If the celebration is cancelled outright rather than moved, section 4 applies — the date cannot be un-reserved after the fact.

6. If we fail to deliver

This is the case where money comes back. If a failure within our reasonable control means your wall never goes live at all, you are refunded everything you paid, retainer included. If the wall goes live but an essential feature is materially unavailable for a significant part of the event through our fault, we refund a fair proportion of the fee, assessed against what was actually delivered. In every case our total liability for a booking is limited to the fees you paid for that booking, which is also the limit set in the Service Terms.

7. What is not a service failure

To be fair to both sides, these are stated plainly rather than argued about afterwards. None of the following is grounds for a refund:

• Few guests took part, or guests sent fewer wishes, photos or reactions than you hoped. We provide the wall; we cannot make people post.
• The QR code or link was not shared, was shared late, or was not displayed where guests could see it.
• Venue internet, mobile signal, power, projector, screen or laptop problems, or any equipment we did not supply.
• Weather, transport, health, government restrictions, or anything else outside either party’s reasonable control. Where these prevent the event, we will offer a date move under section 5 rather than a cash refund.
• Guest phones, browsers or devices that cannot use the wall.
• Content you or your guests removed, or that our moderation held back under the Guest & Media Rules.
• A design, theme or wording you approved before the event and changed your mind about afterwards.
• Photos or videos not saved within the download window set out in the Service Terms. We tell you the window in advance and the download tool is in your organizer console throughout.

8. Asking for a refund

Email hello@reggiesonline.com with the booking name, event date and what went wrong. For anything relating to the event itself, tell us within seven days of the event date, while the wall and its records are still available for us to check. We will confirm the amount in writing before processing anything.

9. Payment disputes

If you believe a charge is wrong, contact us first. Raising a chargeback or payment dispute before giving us a chance to resolve it does not increase what is refundable under this policy, and we will respond to the payment provider with this policy and the booking record. Repeated or bad-faith claims may end future bookings.

10. How refunds are paid

Approved refunds go back through the original payment method, normally within 7–14 business days, subject to the provider’s processing time. Transfer or gateway fees charged to us on the original payment are not recoverable and are deducted where the cancellation was not our fault.

11. Your rights under Philippine law

Nothing in this policy removes rights or remedies that cannot lawfully be excluded under the Consumer Act of the Philippines (Republic Act No. 7394) or other applicable law. Where this policy and a mandatory legal right conflict, the legal right applies.

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