Refund Policy

Our refund and cancellation policy

We want every event to land well. Sometimes plans change — here’s how we handle it.

Event balloon decor

Payment: Personal balloon decor is paid in full before prep starts unless Locally Twisted agrees otherwise in writing.
14 or more days before your event: Full refund.
7 to 14 days before: Full refund.
Less than 7 days before: No cash refund. Any funds paid transfer to another event date or product.

Ready-to-order pickup and delivery

Payment: Ready-to-order products are paid in full at checkout.
Returns: Ready-to-order balloon products are not returnable once they are prepared, delivered, or picked up.
Damage reports: If something arrives damaged, contact us the same day so we can review it.
Out-of-area delivery: Checkout does not take payment for out-of-area delivery. We collect the cart/request details and quote delivery separately.

Face painting and balloon twisting

Deposit: $50 per artist when you book. The remaining balance is due 72 hours before your event.
7 or more days before your event: Your deposit transfers to a new date. No refund.
72 hours to 7 days before: Your deposit transfers to a new date. No refund.
Less than 72 hours before: Deposit is forfeit. We’ll consider exceptions case-by-case — call us if something unexpected has come up.

Corporate invoicing

Deposit: Corporate clients usually do not pay a deposit.
Invoice timing: We invoice on Net 30 terms after the event unless we agree otherwise in writing.
Late payments: If a corporate invoice goes unpaid past Net 30, we may add a 10% simple late fee on the original balance at company discretion.

Reschedule window

If funds transfer to a new event date or product, you have 6 months from your original event date to use them.

Outdoor events and weather

You decide whether to cancel for weather. If weather affects an event once we’re already setting up or running — we don’t issue a partial refund. We’ll work with you on a plan, but the event is happening.

If we have to cancel

This has happened twice in 15 years, and we hope to keep it that way. If it happens to you, you get a full refund plus a goodwill gesture from us — a free delivery, a discount on a future event, something that says we’re sorry we couldn’t be there.

Corporate late payments

If a corporate invoice goes unpaid past Net 30, we may add a 10% late fee on the original balance (never compounded). We may also waive it for ongoing partnerships — relationships matter more than line items.

If your situation isn’t covered here

Call us at (801) 285-0860 or email billing@locallytwisted.com. We’d rather talk it through than have you wonder.