Booking & Cancellation

Your date. Clearly confirmed.

Everything you need to know about securing your experience, paying your balance and making changes.

Payment at a glance

Approved additions or changes may result in a separate payment. Your confirmation or invoice will show the amount and due date.

1. Securing your booking

Your booking is confirmed once you book and pay through our website. A dedicated Olouioo team member will contact you directly to go through your event details and make sure everything is right for you.

An enquiry, recommendation, quote or saved cart does not reserve your date. Enquiry bookings follow the quote acceptance and payment process below.

Every quote is valid for seven calendar days from its date of issue. The quote will show its expiry date. Accept your written quote and pay the required deposit before it expires. After expiry, a new or reissued quote is required, and pricing and availability may change. A valid quote does not hold your date or reserve services before booking confirmation. For online bookings, pay the full amount at checkout. Your booking confirmation records the agreed date, location, experience and selections.

If we cannot accept a booking after taking payment, we will notify you and return that payment. We will not require you to accept an alternative date or credit.

2. Enquiry bookings: 50% to confirm

A 50% booking deposit is required for accepted enquiry bookings. It forms part of your total price and covers the reservation of your date and service capacity, planning, preparation and costs committed to your booking.

The deposit is non-refundable for a change of mind or customer cancellation, subject to the cancellation assessment and consumer protections in sections 5 and 9. Calling a payment a deposit does not remove your legal rights.

3. Final balance: seven days before your event

Your enquiry booking must be paid in full no later than seven calendar days before the event date. Your invoice will state the exact due date. Dates and deadlines use the local time at your event location unless your confirmation says otherwise.

For example, for an event on 20 November, the remaining balance is due on 13 November. Payment is not deferred until arrival, setup or the event day.

For enquiry bookings accepted seven days or fewer before the event, full payment is required on acceptance. Allow sufficient time for your selected payment method to clear.

4. Online bookings: paid in full

Online bookings require 100% payment at checkout, including the selected services, upgrades and disclosed delivery charges. The 50% deposit arrangement applies only to enquiry bookings.

The amount paid covers the confirmed scope. We will explain and seek your agreement to any additional charge before supplying an extra service or approving a change.

5. Customer cancellations and non-refundable payments

We do not offer refunds for change of mind or customer cancellation of a confirmed booking, except where required by law. Your payment allows us to reserve the agreed services and commit time, staffing, equipment, suppliers and preparation to your event. Our non-refundable policy protects against those booking costs and losses when you cancel.

This applies to the 50% deposit for enquiry bookings, subsequent balance payments and the 100% upfront payment for online bookings. The amount retained must be fair, lawful and reasonably reflect our loss, as explained below; the policy is not an automatic entitlement to keep every payment regardless of the circumstances.

If you cancel, we will assess preparation already performed, reasonable administration, committed staffing or supplier costs, custom work and other reasonably incurred losses. We will account for costs avoided, supplier recoveries and replacement bookings that reduce our loss. We will not recover the same loss twice.

We will provide a written explanation of any amount retained. Where the payment exceeds the amount we may lawfully retain, we will refund the difference. A 50% deposit or 100% upfront payment is not automatically a lawful cancellation charge of the same amount.

If a lawful cancellation amount exceeds payments received, we will explain and substantiate any balance claimed, subject to the agreed contract and applicable law. We will not automatically charge the full unpaid booking balance merely because a customer cancels.

These provisions apply to customer cancellations, including changes to personal plans or guest attendance. They do not restrict remedies for a failure by Olouioo to provide the agreed service or any other non-excludable right.

6. How to cancel or change a booking

Send your request to info@olouioo.com.au with your booking reference, event date and requested change. A cancellation takes effect when we receive your clear written notice; its validity does not depend on our later acknowledgement.

A change to the date, venue, service, guest quantity, drinks, styling or hire period is subject to availability and written agreement. We will explain any price difference or reasonable additional cost before you accept it.

Request final changes before your balance deadline where possible. Changes requested later may not be available because ordering, preparation and scheduling may already be underway. Reduced attendance does not automatically reduce an agreed package price. Removing part of a booking is assessed under the same fair cancellation principles as cancelling the whole booking.

7. Rescheduling

Please contact us as soon as you need to move your event. A new date is subject to availability and written confirmation. We will explain whether existing payments can transfer and identify any additional costs before you decide.

We do not guarantee a free date transfer or an automatic credit. If a suitable date cannot be agreed and you cancel, section 5 applies. Different rights may apply where the change results from our failure or where the law requires another outcome.

8. Late payment

If your balance is overdue, we will contact you with the outstanding amount and a reasonable deadline to resolve it, taking the event date into account. If payment remains outstanding after that notice, we may suspend further preparation or cancel the booking where reasonably necessary.

Any money retained will be assessed under section 5. We will not impose undisclosed late-payment penalties or treat an overdue payment as permission to retain all money automatically.

9. Your consumer rights

Our services come with rights and guarantees under the Australian Consumer Law that cannot be excluded. Depending on the circumstances, you may be entitled to a remedy such as rectification, cancellation, a refund or compensation.

Nothing in this policy excludes or limits those rights. Where a refund is legally required, a non-refundable term does not prevent it, and we will not require you to accept a credit instead.

10. If we cancel or cannot deliver

If we cancel and cannot provide the agreed service, we will refund payments for the services not supplied. We may offer an alternative, but you do not have to accept it. Any additional rights remain available under applicable law.

If events outside either party's reasonable control affect delivery, we will discuss practical options promptly. Rescheduling, cancellation, costs and refunds will be assessed according to the circumstances and applicable law. This is not an automatic right to retain your payment.

11. Reserved bookings and refund exceptions

Payments for confirmed bookings are non-refundable for change of mind or customer cancellation, except where required by law. Your booking reserves the agreed items, equipment, service capacity and event date, and commits planning, staffing and preparation time. Payments cover these reservations and commitments, subject to the lawful cancellation assessment in section 5.

If a refund is required by law or is otherwise due under this policy, we will confirm the amount and expected processing time and return it through the original payment method where practicable. Your payment provider may take additional time to display the funds.

Need help with a booking? Contact info@olouioo.com.au and include your booking reference.