Booking Policy

All bookings are subject to availability and confirmation by Opuluxe Moments.

A booking is confirmed once we have accepted your booking, received the required booking payment and provided written confirmation of your event details.

A non-refundable booking deposit may be required to secure your date and begin preparation, planning and design work. The amount of the deposit and the payment schedule will be confirmed in your quotation before you commit to the booking.

The remaining balance must be paid by the due date stated in your quotation or booking confirmation.

We reserve the right to pause work or withhold services where payments are overdue, subject to applicable law and the terms agreed with you. We will contact you to resolve overdue payments before taking further action.

Any additional services, design changes or items requested after the original quotation has been accepted may incur additional charges. These will be communicated and agreed with you before the additional work is undertaken.

Where payment is made through a third-party payment provider, including Klarna, the provider's own terms and eligibility requirements will also apply.

We understand that circumstances can change. If you need to cancel your booking, please notify us in writing as soon as possible at info@opuluxemoments.co.uk.

Because event bookings involve reserving dates, planning, sourcing materials, design work and allocating staff, a cancellation may result in costs that cannot be recovered.

If you cancel, any refund or cancellation charge will be assessed fairly, taking into account the stage of preparation, work already completed, reasonable costs incurred, commitments made for your booking and any losses we can reasonably avoid, including by rebooking the date.

Any amount retained will be proportionate to the circumstances and consistent with applicable consumer law. We will explain any deductions where applicable.

A booking deposit does not automatically entitle us to retain all payments in every circumstance. Your legal rights will always take priority over any conflicting wording in these policies.

If Opuluxe Moments needs to cancel your booking, we will notify you as soon as reasonably possible and discuss the appropriate options. Where we are unable to provide the agreed services, any refund due will be handled in accordance with the contract and applicable law.

Statutory cancellation rights

Some bookings made online or away from business premises may be subject to statutory cancellation rights. Whether these rights apply depends on the nature of the contract, the service or goods supplied, and the circumstances of the booking.

Certain services booked for a specific date or period, as well as certain personalised or bespoke goods, may be exempt from the usual 14-day cancellation right. We will not assume that an exemption applies where it does not.

Where a statutory cancellation right applies, we will provide the required information and cancellation procedure before the contract is concluded.

If you ask us to begin services during an applicable cancellation period, we will obtain any required express request and acknowledgement and explain any lawful charges that may apply if you subsequently cancel.

Nothing in this policy removes any cancellation or refund rights provided by law.

We understand that events sometimes need to be postponed or rearranged.

Please contact us in writing as soon as you become aware that your event date may change.

We will make reasonable efforts to transfer your booking to an alternative date, subject to availability. A date change is not confirmed until we have agreed to it in writing.

Where the alternative date is available and the requirements remain substantially the same, payments already made may be transferred to the new date, subject to the terms agreed for the change.

Additional charges may apply if the new date involves different delivery arrangements, travel distances, venue access, staffing requirements, materials, design changes or other additional costs. We will explain these charges before confirming the change.

If we cannot accommodate your requested date, we will discuss the available alternatives and any applicable refund or cancellation arrangements in accordance with your booking terms and consumer rights.

A postponement does not automatically guarantee that the original design, products, suppliers or pricing will remain available.

Each event is carefully planned to reflect the client's chosen style, colour palette, theme and requirements.

Where a bespoke design or quotation is provided, the agreed design, inclusions, quantities and price will form the basis of the booking.

We ask clients to review their quotation and confirm that all details are correct before approving it.

Reasonable adjustments may be possible, subject to timing, availability and the stage of preparation. Significant changes to the design, colour scheme, layout, products or event requirements may incur additional charges.

Any additional charges will be communicated before the revised work is agreed.

We will make reasonable efforts to match the approved design. However, minor variations in flowers, materials, shades, finishes or other decorative elements may occur due to availability, lighting, photography and the characteristics of the materials used.

Where a proposed substitution would materially change the agreed design, we will discuss a suitable alternative with you wherever reasonably possible.

All bespoke designs, concepts, photographs and original creative materials produced by Opuluxe Moments remain our intellectual property unless otherwise agreed in writing. Clients may use approved photographs of their completed event for personal purposes, but may not reproduce or commercially exploit our original designs without written permission.

Nothing in this section limits your legal rights if the services or goods supplied do not conform to the contract.

We provide event décor delivery, professional setup and collection in accordance with the details confirmed in your quotation.

Delivery charges are calculated according to the event location, distance, accessibility and setup requirements. The agreed delivery charge and any applicable additional costs will be confirmed in your quotation before booking.

Our team will arrange setup and collection times with you or your venue where appropriate.

The client is responsible for providing accurate venue details and ensuring that the necessary permissions, access arrangements and venue approvals are in place before the event.

Please inform us in advance of any access restrictions, parking limitations, stairs, loading restrictions, restricted setup windows or other conditions that could affect delivery and installation.

If access is delayed, unavailable or materially different from the arrangements agreed, additional waiting time, labour, parking, travel or rearrangement charges may apply where reasonable and disclosed or agreed in accordance with applicable law.

Any additional charges will be explained to you before being incurred wherever reasonably practicable.

Collection will take place at the agreed time following the event. Clients must ensure that our team can safely access the venue to dismantle and collect hired items.

If the venue changes its access arrangements or collection times, please notify us as soon as possible. Additional costs may apply if the change affects our agreed arrangements.

Clients must ensure that the venue permits the agreed décor installation and that the proposed setup complies with the venue's rules and safety requirements.

Please disclose any restrictions relating to wall fixings, hanging installations, candles, electrical connections, ceiling heights, fire exits or other relevant venue requirements before confirming your booking.

We reserve the right to adjust or decline an element of the installation if it cannot be completed safely or lawfully, or if the venue does not permit it.

Where a change is necessary, we will discuss a reasonable alternative with you wherever possible.

Our team may include male members of staff during installation or dismantling where additional physical assistance is needed to handle heavy equipment safely.

We aim to complete each installation professionally and within the agreed timeframe. However, delays caused by venue access, third-party contractors or circumstances outside our reasonable control may affect the setup schedule.

We will take reasonable steps to communicate any material delays and minimise their impact.

A refundable £50 damage deposit is required for bookings involving hired décor items, unless otherwise agreed in writing.

The deposit will be returned after the hired items have been collected and inspected. We aim to process refunds within seven working days of inspection.

Clients are expected to take reasonable care of all hired items while they are under their control.

Where items are lost, stolen or damaged beyond normal wear and tear, we may deduct reasonable and evidenced repair or replacement costs from the damage deposit.

If the cost exceeds the deposit, we will explain the additional amount claimed and provide supporting details. Any additional charge must be reasonable and consistent with the agreed terms and applicable law.

We will not charge for ordinary wear and tear.

Hired items remain the property of Opuluxe Moments and must not be sold, altered, relocated to another venue or used for purposes other than those agreed without our permission.

Clients should notify us promptly if any hired item is accidentally damaged or becomes unsafe during the event.

Occasionally, circumstances beyond our reasonable control may affect our ability to provide the agreed services. These may include severe weather, venue closure, transport disruption, supplier failure, fire, flooding or other significant unforeseen events.

If such circumstances arise, we will contact you as soon as reasonably practicable and discuss the available options.

Depending on the circumstances, these may include an alternative design, a change of arrangements, postponement or cancellation.

Any refund, payment adjustment or other remedy will be determined in accordance with the contract and applicable law, taking account of the circumstances and the services or goods already provided.

This section does not automatically entitle either party to retain all payments or avoid all contractual responsibilities.

We may photograph completed décor installations for quality records, portfolio development and promotional purposes.

We may use photographs of décor, backdrops, tablescapes and other styling elements on our website, social media channels and marketing materials.

Where photographs include identifiable guests, children or other individuals, we will handle their use in accordance with applicable privacy and data protection requirements.

If you have concerns about photographs from your event, please contact us at info@opuluxemoments.co.uk so that we can discuss the matter.

Clients should inform us before the event if there are any relevant photography restrictions imposed by the venue or circumstances that we need to consider.

We want every client to have a positive experience with Opuluxe Moments.

If you have a concern about your booking, design, installation or service, please contact us at info@opuluxemoments.co.uk.

Please include your name, event date, booking reference if available and a clear description of the issue. Photographs or other relevant information may help us understand the matter.

We aim to acknowledge complaints within five working days and provide a substantive response as soon as reasonably practicable.

Where a complaint requires further investigation, we will let you know and keep you informed of progress.

We will consider each complaint fairly and work with you to identify an appropriate resolution.

This procedure does not affect your statutory rights or your ability to pursue any remedy available under applicable law.

We collect and use personal information where necessary to respond to enquiries, prepare quotations, manage bookings, deliver our services, process payments and communicate with clients.

We aim to handle personal information securely and only use it for appropriate purposes, in accordance with applicable data protection law.

Further information about the personal data we collect, how we use it, how long we retain it, and the rights available to you is provided in our Privacy Policy.

For privacy enquiries, please contact info@opuluxemoments.co.uk.

We may update these policies from time to time to reflect changes to our services, procedures or legal obligations.

The terms applicable to an existing booking will be those properly agreed with the client at the time of booking, subject to any subsequent changes agreed by both parties and applicable law.

The latest version of our policies will be made available on our website.

If you have any questions about these policies or your booking, please contact:

Opuluxe Moments Email: info@opuluxemoments.co.uk Website: www.opuluxemoments.co.uk

We look forward to helping you create a beautiful and memorable event.

Thank you for choosing Opuluxe Moments.