Refund Policy

At KRISTONA EVENTS L.L.C, we aim to provide clear and fair refund handling for event-related bookings.

1. General Refund Rule

Refunds are not automatic and are subject to review based on:

• the type of service booked
• how much preparation has already been completed
• whether third-party costs have already been incurred
• how close the cancellation is to the event date
• whether the booked service was fully, partially, or not delivered

2. Eligible Refund Situations

A refund may be considered if:

• we are unable to deliver the booked service due to reasons within our control
• the customer cancels within the applicable cancellation period
• a material part of the booked service cannot be delivered
• there is a verified and significant mismatch between the confirmed booking scope and what was actually delivered

3. Non-Refundable Situations

The following are generally non-refundable:

• completed services
• same-day cancellations, unless we confirm otherwise in writing
• personalized or custom-made items once design, fabrication, ordering, or production has started
• catering, food, desserts, or other perishable items once preparation has started
• non-refundable deposits or booking fees clearly disclosed at booking
• no-show situations or customer unavailability at the agreed event time
• situations where service cannot be delivered due to venue restrictions, lack of access, or customer-side issues

4. Partial Refunds

Where only part of a service is undelivered or affected, we may offer:

• a partial refund
• a credit
• a reasonable adjustment

Any partial refund will be based on the value of the undelivered portion only.

5. Refund Method

Approved refunds will generally be returned to the original payment method, where applicable. Payment providers typically route refunds back through the original payment path.

Please note that third-party payment processors may deduct processing fees from refunds, which are outside our control.

6. Refund Review Time

Refund requests are typically reviewed within 3 to 5 business days. If approved, processing time may vary depending on the payment method, bank, or provider.

7. How to Request a Refund

To request a refund, email:

refund@kristona.com

Please include:

• order or invoice number
• booking name
• event date
• reason for the request
• any supporting evidence, if relevant

8. Contact

KRISTONA EVENTS L.L.C
Office No. 65/MF, Dawood Building
Hor Al Anz, Deira, Dubai, United Arab Emirates
Email: shop@kristona.com