Refund & Cancellation Policy
Introduction
This document outlines our refund and cancellation policies at My Marbella Hen Party. We understand that sometimes plans change unexpectedly, and we’re here to support you throughout the process. Please read the following terms carefully to understand our procedures, your responsibilities, and our commitment to maintaining transparency and service quality.
Definitions
To ensure clarity and consistency in our policy, please familiarize yourself with the following terms:
“We”, “Us”, “Our” refers to My Marbella Hen Party.
“You”, “Your”, “Client” refers to the individual or group booking the service.
“Supplier” refers to any third-party provider (boats, venues, entertainers, caterers, etc.) contracted through our agency.
“Booking” refers to any service or experience reserved via My Marbella Hen Party.
“Lead Customer” refers to the person responsible for handling the group’s booking and communication with us.
General Refund Conditions
All cancellation and amendment requests must be sent in writing via email and are only considered valid once we acknowledge your request in writing.
Deposits are non-refundable, unless otherwise stated.
Refunds for additional payments depend on the timing and reason for cancellation.
We will always try to support you in rescheduling or adapting your booking wherever possible before proceeding to a cancellation.
Why We Require a Deposit
When you book an experience with us, we begin reserving venues, scheduling staff, coordinating suppliers, and in some cases, turning away other groups to keep your date exclusive.
Your deposit allows us to:
Secure your date
Guarantee availability
Confirm your booking with our suppliers and team
Start preparing your unique experience behind the scenes
How Long Do You Have to Confirm?
Once your personalized quote has been sent, your date is provisionally held for 72 hours.
To confirm your booking, we require the deposit to be paid within that 72-hour window. After that, your reservation may be released if we haven’t received payment — and availability cannot be guaranteed.
What Is the Deposit Amount?
We use a flexible deposit model depending on the type of experience you book:
For Per Person services (like BBQs, Cocktail Experiences, etc.)
We ask for:
A base deposit covering the minimum group size
An additional deposit per extra guest beyond that minimum
Example: For a BBQ with Cheeky Butler at €85pp, minimum 6 people:
– Base deposit: €150
– Plus €15 per extra person
This ensures fairness for both small and large groups.
For Per Group services (like a Cheeky Butler show, DJ, or Live Sax):
We use a flat deposit of €150 per service, regardless of the group size.
What Happens If You Cancel?
We understand that plans can change. That said, many of our experiences involve suppliers and performers who hold your date exclusively — which limits our ability to rebook them.
If you cancel within 24 hours of making the deposit
✅ You are eligible for a full refund.
If you cancel after 24 hours
❌ The deposit becomes non-refundable.
Cancellation by the Client
If you need to cancel your booking, please notify us via email as early as possible. The applicable refund depends on how far in advance the cancellation is made:
More than 60 days before your event:
In cancellations made more than 60 days before the event, your deposit remains non-refundable after 24 hours, but any additional balance paid may be refunded in full or in part depending on supplier policies
Between 30 and 60 days before your event:
Up to 50% of the total booking cost (including the deposit) may be retained.
Less than 30 days before your event:
We reserve the right to retain 100% of the booking cost. This is due to prior commitments made with suppliers and resources allocated to your event.
💡 We strongly recommend obtaining travel or event insurance to cover unexpected cancellations.
Amendments by the Client
We will always try to accommodate changes to your booking. To request a change:
Send us an email with your request.
Wait for our written confirmation before assuming any change is accepted.
Fees may apply depending on timing and supplier flexibility:
More than 30 days before your event: Minor administrative fees may apply.
Less than 30 days before your event: Higher fees or restrictions may occur due to locked-in supplier arrangements.
Cancellations or Changes by the Company
In rare cases where we or our suppliers must cancel or significantly alter your booking due to unforeseen circumstances, we will:
Offer a similar-quality alternative, or
Allow you to reschedule without fees, or
Provide a full refund if no suitable option exists.
Please note: Minor changes, such as adjustments in timing, do not qualify for a full refund.
No-Shows & Guest Changes
No-shows or late arrivals will not be refunded. Suppliers are paid in advance based on your booking.
If fewer guests attend than originally booked, we cannot refund those absences, as logistics and resources are based on the final confirmed guest count.
Weather-Related Cancellations
Some services may be affected by severe weather (e.g., boat parties). If a supplier determines cancellation is necessary:
We will try to reschedule at no extra cost.
If rescheduling is not possible, a refund minus a 3% admin fee may be offered.
⚠️ Cloudy or rainy weather does not count as valid grounds for cancellation or refund.
Refund Process & Timelines
If eligible, refunds will be processed within 7–10 business days of written cancellation confirmation. All refunds will be made via the original payment method, unless agreed otherwise.
Please note: Bank processing times may vary, and delays beyond our control may occasionally occur.
Final Payment Policy
To confirm your experience, a deposit is required in advance. The remaining balance can be paid in one of two ways:
Option 1: Bank Transfer or Card Payment (5 days before the event)
Recommended for peace of mind and full pre-event confirmation. This ensures everything is organized in advance.
Option 2: Cash on the Day
We understand some groups prefer the flexibility of paying in cash. This option is available for clients who have already paid their deposit and confirmed their final guest count.
Payment must be made in full before the experience begins.
Please have the exact amount ready in cash.
We recommend designating one person to handle payment for the group.
Final Guest Count Confirmation
Your final guest count must be confirmed no later than 5 days before the event. After that, we will plan, reserve staff, and purchase materials based on that number — and the remaining balance will be calculated accordingly.
If fewer guests show up on the day, we will not be able to offer a refund or discount, as preparations and costs are already committed.
⚠️ Important: If the full balance is not paid on arrival, the service may be delayed or cancelled, and the deposit will not be refunded.
Contact Us
For any questions, or to request a cancellation or change, please contact us:
📧 Email: info@mymarbellahenparty.com
At My Marbella Hen Party, we are committed to balancing flexibility with fairness. Our policies are designed to protect both you and the high-quality experiences we coordinate with our trusted partners. We deeply appreciate your trust in us.