Return and Refund Policy

At Pop The Q, we take great pride in planning and delivering unforgettable proposal and event experiences. To ensure each booking receives our full attention and resources, the following refund and cancellation terms apply.

1. Booking Deposit

A £50 booking deposit is required to secure your booking and reserve our team, equipment and date.

The deposit forms part of the total booking price but is non-refundable if you choose to cancel, subject to your statutory rights.

2. Cancellations

If you cancel your booking seven calendar days or less before the event date, payments made will normally be non-refundable. This is because our team, equipment and materials will have been allocated and prepared for your booking.

Any amount retained will reflect the work completed, costs incurred and losses resulting from the cancellation.

If you cancel more than seven calendar days before the event date, we will refund all payments made beyond the £50 booking deposit, excluding any non-recoverable third-party costs that have already been confirmed for your booking.

All cancellation requests must be made in writing.

3. Rescheduling

We understand that plans can change. You may request to reschedule your proposal or event at no additional administration cost, subject to availability on the new date.

Rescheduling requests must be made more than seven calendar days before the original event date.

If your preferred date is unavailable, we will do our best to offer suitable alternatives. Any non-recoverable costs resulting from the change of date may still be payable.

Rescheduling requests made seven calendar days or less before the event will be considered individually and cannot be guaranteed.

4. Third-Party Services

Third-party services booked on your behalf, including venue hire, photographers, videographers and other suppliers, may be subject to their own refund and cancellation policies.

Any non-recoverable third-party costs will be deducted from the amount refunded. Where possible, we will make these costs clear before confirming the relevant service.

5. Cancellations by Pop The Q

If Pop The Q has to cancel your booking for reasons within our reasonable control and we cannot agree on a suitable alternative date, you will receive a full refund, including the £50 deposit.

6. Circumstances Outside Our Control

If the booking cannot proceed because of circumstances outside our reasonable control, including extreme weather, venue closure or an emergency, we will first try to:

• Move the setup to a suitable indoor or covered location

• Adjust the setup so it can proceed safely

• Reschedule the booking to another available date

If none of these options is possible, we will provide an appropriate refund for services that cannot be supplied. Reasonable costs already incurred and non-recoverable third-party charges may be deducted.

Nothing in this policy affects your statutory consumer rights.

Last updated: 24/09/2026