Home Refund Policy

Refund Policy

Last updated: December 15, 2024

1. Overview

At WOW Surprises, we want you to be completely satisfied with our services. This Refund Policy outlines the terms and conditions for cancellations and refunds.

We understand that plans can change, and we've designed our policy to be fair to both our customers and our business operations.

2. Cancellation Timeframes

✅ 48+ Hours Before Event

Full Refund (100%)

Cancel 48 hours or more before your scheduled event and receive a complete refund to your original payment method.

⚠️ 24-48 Hours Before Event

Partial Refund (50%)

Cancel between 24-48 hours before your event and receive 50% refund. The remaining 50% covers preparation costs already incurred.

❌ Less Than 24 Hours

No Refund (0%)

Cancellations made less than 24 hours before the event are non-refundable as vendors and staff have already been committed.

3. How to Request a Refund

To request a refund, follow these steps:

  1. Log into your account at WOW Surprises
  2. Go to "My Bookings" and find your booking
  3. Click "Cancel Booking" and follow the prompts
  4. Or contact us directly:

4. Refund Processing Time

  • Bank Transfer: 3-5 business days
  • Credit/Debit Card: 5-10 business days
  • Mobile Money: 1-2 business days

5. Rescheduling vs. Cancelling

  • 48+ hours before: Reschedule for free
  • 24-48 hours before: Small rescheduling fee (₦5,000)
  • Less than 24 hours: Subject to availability and fees

6. Non-Refundable Items

  • Custom-made items (personalized cakes, custom decorations, etc.)
  • Perishable goods already prepared or purchased
  • Third-party vendor fees already paid
  • Special orders or imports
  • Services already rendered

7. Service Failure or Issues

  • Complete service failure: Full refund
  • Late delivery (our fault): Partial refund or credit
  • Missing items: Refund for missing items
  • Quality issues: Case-by-case evaluation

8. Force Majeure

  • We will work with you to reschedule at no additional cost
  • If rescheduling is not possible, a full refund will be provided
  • Costs already incurred may be deducted (materials, deposits)

9. Disputed Refunds

  1. Contact our customer service team
  2. Provide supporting documentation
  3. We will review your case within 5 business days
  4. If unresolved, escalate to management

10. Contact for Refunds

Email: refunds@wowsurprises.com

Phone: +234 801 234 5678

WhatsApp: +234 801 234 5678

Address: 123 Surprise Street, Victoria Island, Lagos, Nigeria

Hours: Monday - Sunday, 8:00 AM - 10:00 PM

💡 Pro Tip: To avoid cancellation fees, we recommend booking with confidence or considering our flexible rescheduling options!