REFUND, CANCELLATION AND RESCHEDULING POLICY

Effective date: 11 October 2026

This Refund, Cancellation and Rescheduling Policy applies to hire bookings made through sydneyflowerwallhire.com.au with OMG Decoration (ABN 75 736 771 513), of 15 Euston St, Rydalmere NSW 2116.

This policy should be read together with our Terms of Service. Nothing in this policy excludes or limits rights or remedies available under the Australian Consumer Law.

1. BOOKING DEPOSIT AND PAYMENT

The payment arrangements for each booking will be confirmed in writing before the booking is finalised.

Where agreed, a 50% deposit of the total quoted hire cost is payable to secure the booking. Unless otherwise agreed in writing, this deposit is non-refundable in accordance with the cancellation terms below, subject to applicable law.

The remaining balance and its due date will be stated in the written quote, booking confirmation or invoice.

We may agree to instalments or alternative payment arrangements. Any agreed amounts and due dates will be confirmed in writing.

If an invoice sets out a different payment schedule that we have agreed to, payment must be made according to that schedule.

2. CUSTOMER CANCELLATIONS

If you cancel your booking, the following cancellation terms will generally apply, subject to applicable law and the circumstances of the booking:

• 28 days or more before the event: The agreed 50% booking deposit is generally non-refundable. Any additional amounts paid above the applicable cancellation amount will be refunded.
• 14 to 27 days before the event: The cancellation amount will generally be 50% of the total agreed hire cost. If you have paid more than this amount, the excess will be refunded.
• Less than 14 days before the event: The full agreed hire cost may remain payable where justified by the booking terms, costs incurred and applicable law. Amounts already paid will be applied to the amount properly payable.

Where the amount retained or claimed would exceed reasonable costs, loss or another amount lawfully payable under the agreement, the cancellation amount will be assessed in accordance with applicable law.

If you cancel before paying the full amount, any outstanding cancellation amount that is legally payable remains due.

3. RESCHEDULING

You may request to reschedule your booking by contacting us in writing as soon as possible.

We will try to accommodate a new date, subject to availability. A date change is not confirmed until we agree to it in writing.

Where possible, we will allow one rescheduling request without an additional rescheduling fee if the request is made at least 14 days before the original event date.

Requests made less than 14 days before the event may result in reasonable additional costs arising from the change or commitments already made for the original booking. We will explain any applicable charges before confirming the change.

If we cannot accommodate your requested new date and you choose to cancel, the cancellation terms in this policy may apply, subject to applicable law.

4. CANCELLATIONS BY US

If we are unable to provide the booked items or services and cannot agree on a suitable alternative with you, we will refund amounts paid for the affected items or services, as required by applicable law.

Where appropriate, we may offer an alternative item, date or arrangement. Any alternative will only proceed with your agreement.

Nothing in this section limits any rights or remedies you may have under the Australian Consumer Law.

5. REFUNDS AND PROCESSING

Approved refunds will generally be processed within 10 business days, using the original payment method where possible.

Processing times may vary depending on your bank or payment provider.

Any refund will be calculated in accordance with this policy, the agreed booking arrangements and applicable law. The stated processing timeframe does not limit any legal obligation to provide a refund or other remedy.

6. EXCEPTIONAL CIRCUMSTANCES

If exceptional circumstances affect your event, please contact us as soon as possible.

We may consider rescheduling, a credit or another reasonable arrangement on a case-by-case basis.

Any discretionary arrangement does not affect rights or remedies available under the Australian Consumer Law.

7. AUSTRALIAN CONSUMER LAW

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.

If a service or item fails to meet a consumer guarantee, your rights and available remedies will depend on the circumstances and applicable law. This policy does not limit those rights.

8. CONTACT

OMG Decoration – Sydney Flower Wall Hire

ABN: 75 736 771 513

Address: 15 Euston St, Rydalmere NSW 2116

Phone: 0412 979 657

Email: info@sydneyflowerwallhire.com.au

Website: https://sydneyflowerwallhire.com.au