Cancellation & Refund Policy
Table of Contents
BOOKING WINDOW
All bookings must be made at least 14 days (2 weeks) before your event date. That gives us time to confirm your customization selections, prepare your backdrop, props, and printer, sort out travel, and have everything ready on your event day.
If your event is fewer than 14 days away, please reach out to us directly — we'll do our best to accommodate when our schedule allows, but availability cannot be guaranteed for requests outside the standard booking window.
CANCELLATION & REFUND SCHEDULE
Refund eligibility is based on how far in advance of your event date your written cancellation request is received. The refund tiers below apply to your total event rental fee as a whole, covering your base rental and any add-ons or customization fees together. If you're on a payment plan, see Payment Plan Bookings below for how these tiers apply to the amount collected so far.
FULL REFUND — 14 DAYS OR MORE BEFORE EVENT
If you cancel 14 days or more before your event date, you are eligible for a 100% refund to your original payment method of your total event rental fee. Refunds are processed back to your original payment method within 5–10 business days of the approved cancellation request.
VOUCHER REFUND ONLY — 3 TO 13 DAYS BEFORE EVENT
If you cancel between 3 and 13 days before your event date, no refund to your original payment method will be issued. Instead, you will receive a 100% voucher credit toward a future Joie Jae Memory Booth booking, equal to the full amount of your total event rental fee. Voucher credits are issued by email, are valid for 12 months from the date of issue, and are non-transferable. Vouchers may be applied toward a future booking but may not be exchanged for a refund to your original payment method.
NO REFUND — 2 DAYS OR FEWER BEFORE EVENT
If you cancel 2 days or fewer before your event date, or if your event does not take place as scheduled and our attendant arrives on-site and no event occurs, no refund or voucher credit of any kind will be issued for your total event rental fee. To be clear: this no-refund window refers only to cancellations or non-occurring events on the Client's side. It does not refer to any situation where our team fails to appear or perform. For cancellations initiated by Joie Jae Memory Booth, please see the Cancellations Initiated by Joie Jae Memory Booth section below.
| Cancellation Timing | Refund |
|---|---|
| 14+ days before event | 100% refund to original payment method |
| 3–13 days before event | 100% voucher credit |
| 2 days or fewer | No refund |
PAYMENT PLAN BOOKINGS
If you booked using a payment plan, the same cancellation timing tiers above still apply — but they apply to the amount collected so far, not to your full event rental fee. In every tier, cancelling ends your plan: your payment plan is cancelled and all remaining scheduled payments are stopped, so nothing further will be charged.
- 14 days or more before your event: a full refund of the installments collected so far is issued to your original payment method. The one-time $10.00 payment-plan setup fee is non-refundable.
- 3 to 13 days before your event: a voucher credit equal to the installments collected so far — excluding the non-refundable $10.00 setup fee — is issued toward a future booking. No refund to your original payment method is issued.
- 2 days or fewer before your event: no refund or voucher credit is issued. Your plan is still cancelled and no further payments will be charged.
Because a payment plan spreads your total over several weeks or months, the amount eligible for a refund or voucher depends on how many installments have been collected on the date your cancellation request is received.
HOW TO SUBMIT A CANCELLATION REQUEST
To cancel your booking, send us a written cancellation request by email with your full name and event date. Cancellations are not accepted via phone, text, or social media. Your official cancellation date is the date your written email request is received, and refund eligibility is determined from that date.
RESCHEDULING
We always encourage rescheduling over canceling when possible. Rescheduling is subject to availability and must meet the following minimum notice requirements.
You are entitled to one free reschedule, provided the request meets the notice requirements below. A second or additional reschedule request will be treated as a new booking and is subject to standard fees.
| Notice Given Before Event | Fee |
|---|---|
| More than 28 days | Free |
| 15–27 days | $45 rescheduling fee |
| 14 days or fewer | Not permitted — treated as a cancellation |
Rescheduling requests made 14 days or fewer before your event cannot be accommodated and will be treated as a cancellation under the Cancellation & Refund Schedule above.
If you reschedule and later need to cancel, your refund or voucher eligibility will be calculated based on the distance to your new event date, not the original one.
CANCELLATIONS AFTER OUR ATTENDANT HAS DEPARTED
If you need to cancel after our attendant has already departed for your event, please note that departure typically occurs within the 2-day no-refund window. As a result, standard no-refund terms apply — no refund to your original payment method or voucher credit will be issued for your total event rental fee. This is consistent with the cancellation schedule above and is not a separate or additional penalty.
WEATHER, EMERGENCIES & VENUE ACCESS ISSUES
If your event is canceled due to severe weather, a declared emergency, or a venue closure entirely outside your control, and you notify us before our attendant has departed, we will offer a full reschedule at no additional charge or a refund based on the standard cancellation timeline above, whichever applies to your notice timing.
If our attendant arrives at your venue and is unable to access the space due to missing access information, a venue miscommunication, or any issue on the Client's end, this will be treated under the no-refund terms, as it falls within the event day window.
COMPASSIONATE REVIEW
Some cancellations happen for reasons no schedule should decide. A death in the immediate family, a serious medical emergency, or a military deployment can make it impossible to hold your event.
If something like this happens, write to us. Give us your full name, your event date, and a short note about what has happened. We look at every request of this kind on a case-by-case basis, and we will do what we reasonably can.
Please understand what this section is and is not. The cancellation schedule above still sets what you are entitled to. This is a promise that we will read your request, consider it properly, and give you an answer. We may ask for supporting documentation. Anything we offer is a goodwill exception, decided by us, and it does not change the terms above.
CANCELLATIONS INITIATED BY JOIE JAE MEMORY BOOTH
If Joie Jae Memory Booth must cancel your booking due to equipment failure, illness, or an emergency on our end, you will receive a full 100% refund of all payments to your original payment method, regardless of timing. You may reschedule at no additional charge instead, if you would rather. We will notify you as early as possible and do everything we can to support you in finding a solution.
PRINT PACKAGES
Print volume packages establish the maximum number of physical prints included in your rental. Once the limit is reached, printing stops for the remainder of the event. Unused prints are not refundable, transferable, or eligible for rollover to future bookings. If you anticipate high guest engagement with the printer, we recommend selecting a higher-volume package at the time of booking. You can review print package options on our online booking form.