Cancellation & Refund Policy

Emerald Balloon Designs

Last updated: August 31, 2026

How Your Booking Works

A date is reserved once you’ve signed your booking agreement and paid the retainer. Until both of those are done, the date stays open to other clients.

The retainer is 50% of your total, and it goes toward your balance — it isn’t an extra fee. The remaining 50% is due 7 days before your event. If you book within 7 days of your event, the full amount is due at booking.

The retainer is non-refundable. We’ll explain why below, because we’d rather you understand the reasoning than just be told the rule.

Why the Retainer Is Non-Refundable

When you book, we take your date off our calendar. We only accept a limited number of events per date, so reserving yours means turning others away — and the closer we get to your event, the less likely we are to fill that spot again.

Booking also starts the work. We begin designing, sourcing colors, and planning materials well before installation day. That time and preparation is real whether or not the event happens.

If You Need to Cancel

Plans change, and we understand that. Please tell us as soon as you know. What you can expect depends on how much notice we have:

15 or more days before your event
The 50% retainer is non-refundable. If you’ve paid anything beyond the retainer, we’ll refund it — less the cost of any custom materials or specialty items we’ve already purchased or committed to specifically for your event.

7 to 14 days before your event
The 50% retainer is non-refundable. Anything you’ve paid beyond the retainer may be partly refundable, depending on what we’ve already spent and prepared for your event — materials, custom or special-order items, and design and preparation work already completed. We’ll tell you plainly what applied and why.

Less than 7 days before your event
Payments made for your event are non-refundable. At that point your date is effectively unfillable, your materials are bought, and your installation is built into our schedule.

In every case, we’ll show you what we’re keeping and what we’re returning. You won’t get a number without an explanation.

Approved refunds are processed within 10 business days.

Custom Materials and Work Already Committed

Balloon décor often involves colors, sizes, and specialty pieces ordered specifically for one event. Once those are purchased for your design, we usually can’t return them or use them elsewhere.

That’s why our refunds account for materials already committed to your event. We don’t add markup to those costs when we calculate a refund — we’re recovering what we spent, not charging a penalty.

How to Cancel or Reschedule

Please send cancellation and reschedule requests to us in writing at hello@emeraldballoondesigns.com. The date we receive your written request is the date we use to work out which window above applies, so putting it in writing protects you as much as it does us.

Days are calendar days. We count from the day after we receive your written request up to and including your event date.

You’re welcome to call us first — we’re happy to talk it through — but please follow up in writing so there’s a clear record.

Rescheduling

If your date needs to move rather than go away entirely, we’d much rather help you move it.

We offer one courtesy reschedule when:

you ask at least 7 days before your original event date
your new date falls within 90 days of the original
your new date is available on our calendar

Your retainer transfers to the new date. If the date, location, scope, or design changes, your price may be adjusted to match — a larger installation, a further venue, or a peak date can all affect the total.

One courtesy reschedule is what we can reliably offer. Beyond that, we’ll do our best, but we can’t promise it.

Weather and Events Outside Anyone’s Control

Sometimes an event can’t go ahead for reasons neither of us caused — a hurricane, severe storms, a venue closure, a government order, or something similar.

These situations are different from an ordinary cancellation, and we treat them differently. Our approach, in order:

We’ll try to reschedule. If a new date works for both of us, that’s almost always the best outcome, and your retainer moves with you.
If rescheduling isn’t possible right away, we may be able to offer a credit toward a future event.
If the event can’t be rescheduled at all, your signed booking agreement sets out how payments are handled.

Because neither of us is at fault, we approach these as fairly as we can — including accounting for custom materials already purchased for your event, which we can’t recover.

A note on outdoor installations: Houston heat, sun, wind, rain, and storms all affect balloons. For outdoor events, we use products chosen to hold up better outside, but no balloon is weatherproof. Weather affecting an installation after it’s built isn’t the same as an event being cancelled, and how that’s handled is covered in your booking agreement.

If We Have to Cancel

If we have to cancel your event for reasons within our control, you’ll receive a full refund of what you’ve paid us for the affected service. We’ll tell you as soon as we reasonably can, and we’ll help you look for another decorator if we’re able — though we can’t promise one will be available on your date.

Your Booking Agreement Comes First

This page explains our general policy so you know what to expect before you book. Your signed booking agreement contains the specific terms for your event, and if anything there differs from this page, your signed agreement controls.

This policy works alongside our Terms & Conditions.

Questions

If anything here is unclear, ask us before you book. We’d rather answer the question early than have you find out later.

Emerald Balloon Designs
8190 Barker Cypress Rd, Ste 1900, PMB 2001
Cypress, TX 77433

Email: hello@emeraldballoondesigns.com
Phone: 346-634-5970