Refund Policy

1. Booking Deposits

1.1 Standard Deposit Policy

To secure a booking with Elite Casino Events, we require a non-refundable deposit of 25% of the total booking fee. This deposit confirms your event date and secures our services for your event.

1.2 Purpose of Deposits

Deposits are necessary because:

• They allow us to reserve your preferred date and time
• They help us schedule our staff and allocate equipment
• They cover initial administrative costs and preparation for your event

1.3 Non-Refundable Nature

Due to the advance planning required for our events and the opportunity costs of reserving a date that could be booked by other clients, deposits are non-refundable under normal circumstances. However, they may be transferable to a different date subject to availability and the conditions outlined in Section 4 of this policy.

2. Cancellation Policy and Refunds

2.1 Cancellation Timeline and Refund Structure

Our refund policy for cancellations is structured according to the following timeline:

2.2 Notification Requirement

To be eligible for a refund according to the above schedule, you must notify us of your cancellation in writing via email to info@theelitecasinoevent.com. The cancellation date will be considered the date on which we receive your written cancellation notice.

2.3 Refund Processing Time

Eligible refunds will be processed within 14 business days of receiving your cancellation notice. Refunds will be issued using the same payment method that was used for the original transaction unless otherwise agreed.

3. Conditions for Full Refunds

3.1 Cancellation by Elite Casino Events

In the rare event that Elite Casino Events needs to cancel your booking due to unforeseen circumstances on our part, you will be entitled to a full refund of all payments made, including the deposit. We will make every effort to notify you as soon as possible if we need to cancel your event.

3.2 Force Majeure Events

In cases of force majeure or exceptional circumstances beyond either party's control (such as severe weather events, natural disasters, government restrictions, public health emergencies, etc.) that make it impossible to proceed with the event as planned, the following options will be available:

• Rescheduling the event to a mutually agreeable future date within 12 months with no additional fees
• A credit voucher for the full amount paid, valid for 18 months from the original event date
• A refund of 75% of the total amount paid (including deposit)

Documentation or evidence of the force majeure circumstance may be required.

4. Booking Modifications

4.1 Date Changes

If you need to change the date of your event, the following conditions apply:

• Changes made more than 30 days before the original event date: The deposit can be transferred to the new date, subject to our availability. No additional fees will apply if the new date is within 6 months of the original date.
• Changes made 15-30 days before the original event date: The deposit can be transferred to the new date, subject to availability, with a date change fee of £50.
• Changes made less than 15 days before the original event date: Treated as a cancellation under our standard policy. A new booking and deposit will be required for the new date.

4.2 Service Modifications

Modifications to your booking (such as changes in the number of tables, event duration, or additional services) are subject to the following conditions:

• Upgrades or additions: Can be accommodated at any time, subject to availability, by paying the difference in cost.
• Reductions made more than 30 days before the event: The booking can be adjusted, and you will only be charged for the modified services.
• Reductions made 15-30 days before the event: A 25% fee will apply to the cost difference between the original and modified booking.
• Reductions made less than 15 days before the event: No refund or reduction in price will be provided.

4.3 Notification for Modifications

All modification requests must be submitted in writing via email to info@theelitecasinoevent.com. We will confirm the availability and any applicable fees for the requested changes.

5. Service Quality Guarantees

5.1 Service Standard Commitment

Elite Casino Events is committed to providing high-quality casino entertainment services. If you experience issues with the quality of our services during your event, please notify our on-site event manager immediately so that we can address the concerns promptly.

5.2 Post-Event Service Complaints

If you believe that the services provided did not meet the agreed standards and the issue could not be resolved during the event, you may submit a detailed complaint in writing within 7 days of the event. Your complaint should include:

• Your booking reference number
• The date and location of the event
• A detailed description of the issue(s) experienced
• Any supporting evidence (photos, videos, witness statements)
• Whether the issue was reported to the on-site event manager

5.3 Service Quality Refunds

If we determine that our services failed to meet our advertised standards or the specific terms of your booking agreement, we may offer:

• A partial refund proportional to the nature and extent of the service failure
• A credit toward a future booking
• Other compensation as appropriate to the circumstances

Each case will be evaluated individually based on the specific circumstances and evidence provided.

6. Non-Refundable Items

The following items are non-refundable under all circumstances:

• Custom-designed materials or personalized items created specifically for your event (e.g., custom printed chips, personalized playing cards)
• Third-party services that we have booked on your behalf and for which we have already incurred costs
• Travel expenses already incurred for events located outside our standard service area
• Administrative fees associated with processing your booking

7. How to Request a Refund

7.1 Refund Request Procedure

To request a refund, please follow these steps:

1. Send an email to info@theelitecasinoevent.com with the subject line "Refund Request - [Your Booking Reference]"
2. Include your full name, contact information, and booking reference number
3. Provide the date of your event and the reason for requesting a refund
4. Specify the amount you believe should be refunded based on our policy
5. Include any relevant documentation that supports your refund request

7.2 Review Process

We will acknowledge receipt of your refund request within 2 business days and aim to provide a decision within 10 business days. Complex cases may require additional time for review.

7.3 Refund Processing

If your refund request is approved, we will process the refund within 14 business days of the approval. Refunds will typically be issued to the original payment method unless otherwise arranged.

8. Contact Information

If you have any questions about our Refund Policy, please contact us at:

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after such changes indicates your acceptance of the revised policy.

The policy that applies to your booking is the version that was in effect at the time your booking was confirmed.