Refund Policy

Refund & Cancellation Policy

Last updated: 18 September 2026

1. About this policy

This Refund & Cancellation Policy applies to equipment hire, event services and related bookings made with RB Event Solutions.

By making a booking with RB Event Solutions, you agree to the terms of this policy together with our Terms & Conditions.

Nothing in this policy affects any statutory rights you may have under UK consumer law.

2. Cancelling a booking

If you need to cancel an equipment hire booking, please contact us as soon as possible by:

Email: enquire.rbeventsolutions@gmail.com
Phone: 07427 249140

The amount refunded may depend on:

How much notice is given before the hire date
Costs already incurred by RB Event Solutions
Equipment, staff or transport that has already been specifically allocated to the booking
Whether we are able to re-hire the equipment to another customer
Any services that have already been provided

Any cancellation charge will be calculated fairly and should reflect losses actually incurred or reasonably expected to arise from the cancellation.

3. Deposits and advance payments

Where a deposit or advance payment has been taken, the amount refundable following cancellation will depend on the circumstances of the cancellation.

RB Event Solutions may retain an appropriate amount to cover genuine costs or losses resulting directly from the cancellation.

We will not automatically retain the entire deposit or advance payment simply because a customer has cancelled. Any amount retained will be considered in accordance with applicable consumer law.

4. Cancellation by RB Event Solutions

If RB Event Solutions has to cancel a confirmed booking and cannot provide the agreed equipment or services, we will normally offer:

A suitable alternative arrangement, where available and agreed with the customer; or
A refund of payments made for the part of the booking that we are unable to provide.

Where we cancel through no fault of the customer, we will not retain payments for services or equipment that have not been provided, subject to applicable law.

5. Equipment unavailable or faulty

We take reasonable steps to ensure that all hired equipment is in suitable working condition before it leaves our premises.

If equipment supplied by RB Event Solutions develops a fault during the hire period and we are responsible for the problem, we will, where reasonably possible:

Attempt to repair or replace the equipment;
Provide suitable alternative equipment; or
Provide an appropriate partial or full refund for the affected equipment or service where the issue cannot reasonably be resolved.

Customers retain their statutory rights relating to goods and services supplied by a business.

6. Customer-caused damage, loss or misuse

Refunds may be affected where equipment has been:

Damaged through misuse, negligence or improper handling
Lost or stolen while in the customer's possession
Returned incomplete
Damaged through failure to follow supplied instructions
Used in a manner that was not agreed with RB Event Solutions

The customer may be responsible for reasonable costs associated with repair, replacement or recovery where applicable.

These charges will not affect any statutory rights the customer has.

7. Weather and outdoor events

For outdoor events, customers are responsible for ensuring that suitable arrangements are in place to protect hired equipment from adverse weather conditions.

Where an event cannot proceed because of weather, the normal cancellation terms will apply unless RB Event Solutions agrees otherwise or applicable consumer law provides different rights.

RB Event Solutions may refuse to supply or operate equipment where conditions create a reasonable safety risk.

8. Delivery and setup services

Where delivery, collection, setup or technical services have been booked, refunds for those services may depend on whether the service has already been provided or whether RB Event Solutions has incurred costs specifically relating to the booking.

If a service has not been provided and no relevant costs or losses have been incurred, we will take this into account when determining any refund.

9. Refund processing

Where a refund is agreed, RB Event Solutions will normally process the refund using the original payment method where reasonably possible.

Refunds will be processed within a reasonable period after the refund has been agreed.

The time taken for the money to appear in the customer's account may depend on the customer's bank or payment provider.

10. Statutory rights

This policy does not remove or restrict any legal rights that cannot lawfully be excluded.

For example, hired goods and services may be subject to statutory requirements concerning satisfactory quality, suitability, description and reasonable care and skill.

Where a term of this policy conflicts with a mandatory consumer right, the applicable legal right will apply.

11. How to request a refund

To request a refund or discuss a cancellation, please contact:

RB Event Solutions
Email: enquire.rbeventsolutions@gmail.com
Phone: 07427 249140
Website: www.rbeventsolutions.co.uk

Please include your:

Full name
Booking/reference number, if applicable
Event date
Equipment or services booked
Reason for cancellation/refund request

We will review the request and confirm the applicable refund or cancellation arrangements.

12. Changes to this policy

RB Event Solutions may update this Refund & Cancellation Policy from time to time.

The version applicable to a booking will generally be the version that was provided or made available to the customer when the booking was confirmed, subject to any changes required by law.

This policy should be read alongside the RB Event Solutions Terms & Conditions.