top of page

Refund Policy

At Party Experts (a division of Trail Wind Ventures (Pty) Ltd), we strive for your satisfaction with both our slushy machine rentals and your purchases of slushy mixes and accessories. This policy outlines our terms for refunds for both services and products. This Policy also outlines the terms and conditions for refunds related to the rental of slushy machines and related equipment from Party Experts ("we," "us," "our").

1. Slushy Machine Rental Cancellations & Refunds

  • We understand plans can change. Our refund policy for slushy machine rentals is as follows:

  • More than 14 Days Before Event: If you cancel your booking more than 14 days before your scheduled event date, you'll receive a full refund.

  • 7-14 Days Before Event: Cancellations made between 7 and 14 days before the event will receive a 75% refund of the total booking fee.

  • Less than 7 Days Before Event: Unfortunately, cancellations made less than 7 days before your event are generally non-refundable.

  • Cancellation by Party Experts: In the rare event that Party Experts must cancel your booking due to unforeseen circumstances (e.g., machine malfunction, severe weather), you'll receive a full refund or the option to reschedule your event to an alternative date.

  • Equipment Malfunction In the rare event of equipment failure, please contact us immediately at WhatsApp/Mobile Support +27 61 133 8908. Trail Wind Ventures (Pty) Ltd will attempt to replace the unit or provide a pro-rata refund for the lost hire time.

  • Processing Refunds All approved refunds will be processed via EFT into the customer's original payment method within 7-10 working days.

2. Slushy Mixes & Accessories Refunds

  • For slushy mixes, cups, straws, and other accessories purchased online, we want you to be happy with your party essentials.

  • Consumables (Slush Mixes) Due to the nature of food products, slush mixes and syrups cannot be returned once the seal is broken or the product has been delivered, unless the product is found to be defective.

  • Damaged or Defective Items: If your slushy mixes or accessories arrive damaged or are defective, please notify us within 48 hours of delivery. We require photographic evidence of the damage. Once confirmed, we'll arrange for a replacement, store credit, or a full refund.

  • Incorrect Items: If you receive an item different from what you ordered, please contact us within 48 hours of delivery. We'll arrange for the correct item to be sent and the incorrect one to be collected.

  • Change of Mind: We generally do not offer refunds or exchanges for a "change of mind" on slushy mixes or accessories, especially if the packaging has been opened due to hygiene and food safety reasons.

3. Cancellations by Party Experts

In the unlikely event that we need to cancel your booking due to unforeseen circumstances beyond our reasonable control (e.g., equipment failure, staff illness, severe weather conditions, government restrictions, or other unforeseen events), we will offer a full refund of all payments made or provide an alternative date for your event, if possible.

4. Non-refundable items

  • lease note that the following items are generally non-refundable:

  • Custom Orders: Any personalized or custom-made items.

  • Delivery Fees: Original delivery charges are non-refundable once the service has been rendered.

  • Bookings: Slushy machine bookings cancelled less than 7 days before the event.

  • Opened Consumables: Slushy mixes or accessories where the sealed packaging has been opened, unless they are damaged or defective upon arrival.

5. Refund process

Approved refunds will be processed within 7-10 business days of the approved refund request and issued to the original payment method used.

6. Event Rescheduling

Should you need to reschedule your slushy machine rental, please contact us as soon as possible. Rescheduling is subject to machine availability on your new requested date.

7. Force Majeure

Party Experts cannot be held liable for any failure or delay in fulfilling our obligations due to circumstances beyond our reasonable control, such as natural disasters, acts of war, or severe strikes. In such cases, we will work with you to find a fair solution, which may include rescheduling or a partial refund.

8. Governing Law

This Refund Policy is governed by the laws of South Africa.

9. Entire Agreement

This refined policy clearly separates the refund terms for your core rental business from your new online sales of mixes and accessories. It's concise, uses clear language, and addresses common customer concerns for both aspects of your business.

10. Contact Us

  • If you have any questions about our refund policy or need to discuss your specific situation, please contact us at WhatsApp/Mobile Support +27 61 133 8908 or email hello@partyexperts.co.za.

bottom of page