Return & Refund Policy
How we handle cancellations, postponements and refunds on event engagements with Ultivex Events Sdn Bhd.
Scope
Ultivex provides bespoke event design and production services, not retail goods. This policy explains how refunds are handled when a booked engagement is cancelled or postponed. It complements Section 5 of our Terms & Conditions.
Cancellations by you
Where you elect to cancel an engagement, the following refund schedule applies to amounts already paid:
- More than 90 days before event date: 70% of paid funds refundable, less any non-recoverable supplier deposits already paid on your behalf.
- 60 to 90 days before: 40% refundable, less non-recoverable supplier deposits.
- 30 to 60 days before: 20% refundable, less non-recoverable supplier deposits.
- Under 30 days before: No refund. The producer team and supplier network are fully committed at this point.
Postponements
If you postpone to a new date within nine months of the original, and the new date can be accommodated by our schedule, no penalty applies. Funds paid are credited against the new event. Where suppliers cannot honour the new date, replacement-supplier costs may be charged.
Cancellations by us
If Ultivex cancels an engagement for any reason other than your breach of contract, all funds paid to date are refunded in full within 14 days. This is rare and would generally indicate force majeure or a material change in our ability to deliver.
Force majeure
Where an event cannot proceed because of force majeure (natural disaster, government order, public-health restriction or major civil disruption), we will work with you to postpone the date at no penalty, or to partially refund based on costs already committed. Funds paid that are still recoverable from suppliers are returned to you within 30 days.
Service quality concerns
If you believe the engagement did not deliver what was contracted, please write to [email protected] within 30 days of the event close. We will respond within five working days, schedule a structured debrief, and where the concern is upheld we will issue a credit or partial refund commensurate with the gap between brief and delivery.
How refunds are made
Refunds are issued to the original payment method or bank account on file. Processing time is typically 7–14 working days from approval.
Questions
If you have any question about a specific engagement's refund position, please contact the senior producer named on your engagement letter or write to [email protected].