Return and Refund Policy
Last updated: January 2026
1. Overview
At Big Balloon, we strive to ensure every customer is delighted with our service. Setups priced ₹5,000 and below run on a Cash After Decoration model with no advance payment; setups above ₹5,000 take a 20% advance at booking, as set out in section 3. Our cancellation and return policies are designed to be fair and transparent.
2. Cancellation & Rescheduling Policy
- Cancellation (More than 24 Hours): You can cancel your booking free of charge up to 24 hours prior to your scheduled slot. For setups priced ₹5,000 and below no penalty is applied, as those bookings carry no advance; for setups above ₹5,000 the 20% advance is refunded provided the cancellation is more than 48 hours before the event.
- Cancellation (Within 24 Hours): Cancellations made within 24 hours of the setup are not allowed as custom decorations have already been prepared.
- Rescheduling (More than 24 Hours): You can reschedule your booking to any other available date free of charge if requested at least 24 hours in advance.
- Rescheduling (Within 24 Hours): Rescheduling within 24 hours of the setup will incur a ₹500 fee to cover delivery coordination and setup team mobilization costs.
3. Pricing, Advance Payments & Travel Fees
- Standard Bookings (₹5,000 and below): No advance payment is required — you pay 100% by cash or UPI after the decoration is complete, and you can cancel free of charge up to 24 hours before the event.
- Premium Bookings (Above ₹5,000): A 20% advance payment is required at the time of booking to secure your date and source custom materials, and the remaining 80% is collected after the decoration is complete. This advance is fully refundable if you cancel more than 48 hours before the event, and non-refundable if you cancel within 48 hours of the event.
- Travel Convenience Fee: Our standard free-delivery zones cover Gurugram and South Delhi. Locations outside these standard service limits (e.g. Noida, Greater Noida, Ghaziabad, Faridabad, or far suburbs) will attract a travel convening fee of ₹300 to ₹500, which will be displayed during checkout.
4. Wall Damage & Equipment Rental Liabilities
- Wall Damage Disclaimer: We use damage-free painter's tape and silicon tabs for mounting balloons. However, we are not liable for minor wall paint peeling or wallpaper damage during setup or cleanup, especially on damp, poorly primed, or low-quality walls.
- Rental Item Care: Rental items (such as ring stands, neon lights, LED lettering, backdrops) are provided for 24 hours. The customer is fully responsible for keeping them safe from fire, water damage, or theft. In case of damage or loss, the replacement cost of the items will be billed to the customer.
5. Defective Items & Service Guarantee
If any balloons or decor items are found defective upon setup, please notify our team on-site immediately. We will replace them on the spot or deduct their value from your bill. If our team fails to show up for a scheduled booking, you will not be charged anything and we will coordinate a priority rebooking at no cost.
6. Contact Us
For any cancellation or service-related issues, please email support@bigballoon.in or call us at +91 92891 71205.