Terms, Conditions, and Guidelines
Because Epic Moments frequently accepts event bookings over the phone, via social media, or through email rather than in a physical shop, our clients are legally protected by the UK Consumer Contracts Regulations.
This policy explains the client's legal right to cancel their booking, known as the "cooling-off period." More importantly, it outlines the strict legal exceptions that protect Epic Moments from losing money on custom decorations and short-notice events. Protecting our operational cash flow from sudden cancellations is a critical step in building the company's capital and securing our long-term financial milestones.
Under UK law, when a client books our services "at a distance," they have the legal right to cancel their contract within 14 days of making the booking, without giving any reason.
The Refund: If a client cancels within this 14-day window, they are entitled to a full refund of their deposit.
The Catch: This standard rule only applies if the event is more than 14 days away and no custom items have been ordered.
The law provides a specific exemption for custom-made or personalized items, which heavily applies to our business.
Loss of Cancellation Right: The 14-day cooling-off period does not apply to any materials that are made to the client's exact specifications or are clearly personalized.
Examples: This includes custom-printed welcome boards, acrylic signs with the client's name, or non-returnable bulk balloons ordered in highly specific, non-standard color themes (e.g., custom Macaron or exact brand-matched colors).
Financial Liability: Once the client pays the deposit and Epic Moments orders these custom items, the client is entirely responsible for the cost of those goods, even if they cancel within the first 14 days. We will deduct the exact cost of these custom purchases from any deposit refund.
When a client hires Epic Moments for an event that will take place in less than 14 days from the date of booking, the standard rules must be actively waived to protect our business.
Express Agreement to Start Work: By paying the deposit for a short-notice event, the client explicitly agrees and requests that Epic Moments begins providing the service (sourcing materials, prepping structures, turning down other clients) immediately, before the 14-day cooling-off period expires.
Waiving the Full Refund: If the client agrees to start the work immediately and then cancels before the event date, they lose the right to a full refund.
Pro-Rata Charging: In this scenario, the company will legally retain a portion of the deposit to cover all reasonable costs incurred up to the exact moment of cancellation. This includes the cost of any purchased supplies, travel already undertaken, and the administrative hours spent planning the setup.
If Epic Moments fully completes the event setup—even if it falls within 14 days of the client's original booking date—the client completely loses their legal right to cancel the contract. Once the arches are built and the decor is in place, full payment is legally owed.
To exercise their right to cancel, the client must inform Epic Moments of their decision through a clear, written statement. Cancellations will not be accepted via verbal phone calls or casual text messages.
The client must send an email to the official Epic Moments business address info@epicmoments.co.uk stating their name, event date, and a clear declaration that they are cancelling the contract. The cancellation is effective from the exact date and time the written notice is received by our team.
If a client cancels within their legal rights (and no custom items have been ordered or short-notice waivers triggered), Epic Moments will process the refund without undue delay.
The refund will be issued no later than 14 days after the day we receive the official cancellation notice. Refunds will be made using the exact same payment method the client used for the initial transaction (e.g., Bank Transfer) unless explicitly agreed otherwise.
Building a highly profitable business capable of funding major wealth milestones over the next decade requires an ironclad defense against financial liabilities, lawsuits, and venue disputes. A single accident or legal claim can wipe out months of hard-earned cash flow.
The purpose of this legal policy is to establish clear boundaries of responsibility, enforce strict safety standards during event setups, and legally protect Epic Moments from circumstances outside of our control.
Epic Moments operates under strict insurance guidelines to protect the business, our staff, and the public.
Active Coverage: The company maintains comprehensive Public Liability Insurance. Proof of this insurance will be provided to venue coordinators upon formal request prior to the event date.
Prohibited Activities: Staff must never execute setups that violate the terms of our insurance. This includes using unauthorized open flames, indoor pyrotechnics, or attaching fixtures directly to venue walls without explicit written permission from the venue management.
Third-Party Vendors: Epic Moments takes no legal or financial responsibility for the actions, equipment, or failures of other vendors at the event (e.g., caterers, DJs not hired through us, or external lighting technicians).
Event decorations involve heavy temporary structures. Staff must prioritize safety over aesthetics to prevent injuries to guests.
Mandatory Anchoring: Every freestanding structure—including metal arches, backdrop frames, and heavy floral pillars—must be heavily weighted at the base using sandbags or industry-standard metal plates.
Trip Hazard Prevention: All electrical cables running to speakers, PA systems, and lighting rigs must be securely taped to the floor using high-visibility, residue-free gaffer tape, or routed through heavy-duty cable ramps.
Safety Halts: If an Event Manager deems a venue space unsafe for a specific setup (e.g., high winds for an outdoor balloon arch, or uneven flooring for a heavy backdrop), they have the legal authority to halt the setup or alter the design. The client will not be entitled to a refund if safety dictates a change.
Faulty equipment is a severe fire risk and a massive legal liability.
Visual Inspections: Staff must visually inspect all company-owned electrical items (extension leads, stage lights, audio mixers) for frayed wires, cracked plugs, or heat damage before loading them into the transport vehicle.
Removal of Faulty Gear: Any item showing signs of electrical wear must be immediately tagged, removed from the active inventory, and reported to management. It cannot be used under any circumstances until professionally repaired or replaced.
Once Epic Moments has safely installed the decor and handed the space over, the legal responsibility shifts.
Guest Recklessness: Epic Moments is not legally or financially liable for any injuries, damages, or breakages caused by the client or their guests interacting improperly with the decorations (e.g., guests leaning on backdrops, moving heavy audio equipment, or pulling on balloon garlands).
Indemnification: By paying the booking deposit, the client legally agrees to indemnify and hold Epic Moments harmless against any claims, lawsuits, or venue fines arising from the client's or guests' misuse of our hired equipment.
Epic Moments cannot be held legally or financially responsible for failing to deliver services due to extreme events beyond our reasonable control.
Covered Events: This includes acts of God, extreme weather (e.g., severe flooding preventing travel), government lockdowns, sudden venue closures, or severe traffic accidents blocking access to the venue.
Resolution: In the event of a Force Majeure situation, Epic Moments will not issue cash refunds for materials already purchased. We will, however, apply the client's existing payments as a credit toward a rescheduled event date, subject to our future availability.
At Epic Moments, we respect the privacy of our clients and staff. To successfully plan, quote, and execute event decorations, we must collect certain personal details. This policy explains in simplified terms exactly what information we collect, why we need it, how we keep it safe, and the legal rights our clients have over their own data.
We only collect the exact information necessary to provide our services and manage our business accounts. This includes:
Identity Data: First name and last name.
Contact Data: Phone numbers, email addresses, and billing addresses.
Event Data: Venue addresses, event dates, and specific event requirements.
Financial Data: Bank transfer details or payment records (we do not store raw credit card numbers).
Communication Data: Emails, text messages, or direct messages sent to us regarding bookings.
Under UK GDPR, we must have a legal reason to process personal information. We collect this data for the following reasons:
To Fulfill a Contract: We cannot design, deliver, or set up decorations at an event without knowing the client's name, the venue address, and how to contact them on the day.
Legal Obligations: UK law requires us to keep accurate financial records for HMRC (tax purposes). We must retain invoices and payment details to prove our income and expenses.
Legitimate Business Interests: We may keep a record of past clients to manage our internal schedules or protect ourselves in the event of a legal dispute regarding a setup or payment.
We treat client data with the same strict care as our physical inventory.
Secure Storage: All digital records (quotes, invoices, budgets) are stored on secure, password-protected devices or cloud systems.
Limited Access: Only authorized Epic Moments staff who specifically need the information to perform their job (e.g., the Event Manager driving to the venue) are given access to client contact and venue details.
No Selling of Data: We absolutely do not sell, rent, or trade client information to external marketing agencies or third parties.
We keep client information internal, with only a few strict exceptions required to run the business:
Venues: We may need to share a client’s name with a venue coordinator to gain access to the building for setup.
Accountants & HMRC: Our financial records, which contain client names and invoice amounts, may be shared with our accounting software or external accountants for tax reporting purposes.
Legal Authorities: If required by law, we will share data with law enforcement or legal advisors to protect our business or comply with UK regulations.
We do not hold onto personal information forever.
Accounting Records: By UK law (HMRC regulations), we must keep all financial records, invoices, and contracts for 7 years.
General Inquiries: If someone contacts us for a quote but does not book an event, we will delete their contact details within 12 months.
Under UK GDPR, clients have strict rights regarding their personal information.
The Right to Access: You can request a copy of the personal data we hold about you.
The Right to Correction: If we have the wrong phone number or address, you can ask us to fix it immediately.
The Right to Erasure ("Right to be Forgotten"): You can ask us to delete your personal data. Note: We cannot delete data that we are legally required to keep for HMRC tax records.
The Right to Object: You can ask us to stop using your data for certain purposes.
If a client feels their data has been mishandled, they have the right to make a complaint directly to us. If they are not satisfied with our response, they have the legal right to complain to the Information Commissioner’s Office (ICO), the UK's independent authority set up to uphold information rights.