Cancellation,
Rescheduling
& Refund Policy

1. Scope and confirmed projects

This policy explains how Veldon Spotlight handles cancellation, a change of event date and refunds for its online entertainment services. It covers virtual event planning and coordination, online talent and creator coordination, digital entertainment campaign management, virtual show and livestream production support, and custom online entertainment projects.

A project is confirmed through the written booking process described in the agreed quotation or service agreement. An inquiry, a planning conversation or a displayed starting price does not reserve a date, confirm a performer or authorize payment. The website event brief does not transmit a booking or cancellation request; it displays a local confirmation of the information entered.

2. Information provided before payment

Before accepting an advance payment, we will identify the agreed services, event date or delivery schedule, payment stages and any project-specific cancellation or rescheduling conditions. A deadline that changes the amount refundable, a cancellation charge or a nonrecoverable external commitment must be clearly disclosed before the client authorizes the relevant payment or commitment.

The company does not apply one fixed deposit percentage, cancellation fee or refund deadline to every project. The written agreement supplies the applicable amounts and dates. Any proposed exception to this policy must be clearly identified and accepted in writing before it applies, subject to applicable law. A new restriction will not be added retroactively after payment.

3. How to request cancellation

Send a written cancellation request to events@veldonspotlight.com. Include the booking contact name, project reference if available, scheduled event date and time zone, and whether the request concerns the whole project or a particular service. Use the contact address associated with the booking where possible so we can verify the request.

Cancellation is recorded from receipt of the written request. We will acknowledge the request, confirm the affected services and stop avoidable future work and commitments within our control. A phone conversation should be followed by a written record. Clicking a website button, closing the event brief or deciding not to attend does not notify the company of a cancellation.

4. Completed work and the payment balance

When a client cancels, we will prepare an accounting that distinguishes services already properly completed at the agreed price or rate, specifically approved external costs that cannot reasonably be recovered, and the unused balance of payments received. Planning, coordination or agreed preparation may have been performed before the event itself takes place.

The statement will explain the work completed, relevant contractual charges, payments received, recoverable credits and resulting refund or outstanding balance. The same work or expense will not be charged twice. An entire advance is not automatically forfeited merely because it was described as a deposit. Deductions must have a disclosed contractual basis and remain subject to applicable law.

Work that has not been delivered will be treated separately from completed services. Any additional balance claimed must be supported by the agreed terms and the settlement calculation. We will take reasonable steps to reduce avoidable costs after receiving notice rather than continue unnecessary work solely to increase the amount due.

5. Approved talent, platform and other external costs

A project may involve performer reservations, creator commitments, platform access, production assistance or other external services. A cost may be treated as nonrecoverable only where the client approved the commitment and its relevant cancellation conditions were disclosed before authorization. The existence of an external supplier does not, by itself, make every payment nonrefundable.

Where an approved supplier permits cancellation, a refund, a transferable credit or a change of date, we will seek the available recovery and reflect amounts recovered in the project accounting. If a recovery is received after an initial settlement, the corresponding client credit or additional refund will be explained. Services contracted and paid for directly by the client are handled under that supplier agreement; we can coordinate where the agreed scope includes it.

6. Requesting a new date

Send a rescheduling request as soon as possible, stating the existing date, preferred replacement date or dates, event duration and time zone. Availability must be checked again for the company, confirmed talent, creators, contributors and any reserved platform or production resources. A requested date is not confirmed until the revised arrangements are agreed in writing.

Amounts already paid will be credited to the revised project to the extent the corresponding preparation or reservations can be reused or transferred. The revised quotation will identify any work that remains usable, nonrecoverable commitments, changed service requirements and unavoidable additional costs. A price difference or new supplier charge requires approval before the additional commitment is made.

Rescheduling does not guarantee that the original performer, format, platform arrangement or production team will remain available. We will explain the available options and obtain approval for material substitutions. Until a revised date is confirmed, the original booking remains in place unless a written cancellation or temporary pause has also been agreed.

7. Postponement without a confirmed replacement date

A request to postpone indefinitely requires a written agreement about the status of the existing booking. We will explain whether a reservation can be released, whether work should pause, which amounts can remain as an agreed credit and what conditions apply to using that credit. We do not assume an undisclosed expiry date or retain a balance indefinitely without explaining its treatment.

If a workable replacement date or revised scope cannot be agreed, the affected services will be settled using the cancellation principles above. Any unused balance that is refundable will be returned rather than converted into a mandatory credit without the client’s agreement. Approval of a credit should identify its amount, permitted use and any expressly agreed validity period.

8. Partial cancellation and changes to scope

A client may request a reduction in event duration, removal of a performer, a change in audience format or cancellation of one part of a campaign. We will review the affected work and commitments separately and confirm the revised scope and price. Removing one service does not automatically cancel the remaining services.

A reduction in scope may not reverse preparation already completed or an approved external commitment that cannot be recovered. Equally, amounts allocated to avoidable, undelivered work will not be retained without a disclosed basis. Additional requests, extra rehearsals or a materially different format require a written change agreement before extra charges are incurred.

9. Cancellation by Veldon Spotlight

If the company cannot deliver a confirmed service, we will notify the client promptly and discuss whether a suitable alternative, revised scope or replacement date is acceptable. The client is not required to accept a materially different entertainment format or performer simply to preserve the booking.

If we cancel an agreed service and no acceptable alternative is confirmed, we will refund the payments attributable to the services we will not deliver. Any separately completed and usable work or independently approved external arrangement will be explained in the settlement rather than treated as a reason to keep the whole payment. The company will not charge a client-cancellation penalty for a cancellation it initiates. Applicable legal rights remain unaffected.

10. Unavailable performers or creators

If a confirmed performer or creator becomes unavailable, we will explain the issue and discuss a suitable replacement or adjustment to the affected service. A material substitution, change in performance format or change in the agreed fee requires client approval. A proposed substitute will not be presented as the original confirmed performer.

If no acceptable alternative is agreed, the undelivered element will be addressed through a refund or a written revision to the project. Unaffected services may continue if the client approves the revised arrangement. We will explain the treatment of associated preparation and external payments, including any recoveries sought, without automatically making every part of the project nonrefundable.

11. Technical interruptions and participant access

Online entertainment depends on the agreed platform, connection, account permissions and participant equipment. If an interruption occurs, the company will provide the assistance included in its scope and discuss practicable options such as reconnection, an adjusted running order or a replacement session. A platform outage is not an automatic basis for retaining payment for every undelivered service.

The settlement will reflect what was delivered, the cause and duration of the interruption, the agreed responsibilities and any acceptable remedy. Reduced attendance, a guest’s local connection problem or a client no-show does not by itself erase properly completed work or a performance delivered as agreed. It also does not justify charging for services the company failed to deliver. Any agreed readiness requirements or access deadlines must have been disclosed in the booking terms.

12. Events beyond reasonable control

A serious illness, widespread connectivity disruption, government restriction or another event beyond reasonable control may affect performance. The affected party should give notice as soon as reasonably possible and describe the services concerned. We will assess whether postponement, an approved substitution or a reduced scope can reasonably preserve the project.

Such an event does not automatically forfeit all client payments. If delivery cannot proceed, we will distinguish completed work, approved nonrecoverable commitments and undelivered services using the agreed terms and applicable law. Any force majeure provision in the written agreement will be considered together with these accounting principles. We will explain the proposed resolution and seek to limit avoidable additional costs.

13. Refund confirmation and processing

Once a refund has been determined, we will confirm the amount, the basis of the calculation and the anticipated processing date in writing. A refund will ordinarily be returned through the original payment method where practicable. If that method cannot be used, an appropriate alternative will be agreed with the verified booking contact.

The company’s refund action and the payment provider’s posting time are separate stages. We will identify when the refund has been initiated and provide the available transaction reference. If a refund is delayed, we will explain the outstanding issue and revised expectation. We do not treat a provider delay as permission to ignore an applicable legal obligation.

An available refund will not be replaced with a voucher or future-service credit without the client’s agreement. We will not request passwords or full payment-card details by email to process a refund. If the project has payments or credits in several stages, the statement will show how the final balance has been calculated.

14. Questions, disagreements and project records

If you disagree with a cancellation charge or refund calculation, contact events@veldonspotlight.com with the booking reference, relevant quotation, payment record and a clear description of the issue. We will review the agreed scope, work records and supplier commitments and explain the basis of our response.

A review does not remove the client’s right to use available payment-provider procedures, consumer remedies or other rights under applicable law. The company will not condition an otherwise due refund on a positive review, deletion of a complaint or an undisclosed waiver. Keeping the original written booking and change confirmations helps both parties resolve a disagreement.

15. Policy updates and applicable rights

The date above identifies the version of this published policy. Later updates will apply to new bookings or to changes expressly agreed with an existing client; they will not silently introduce new charges or refund restrictions into a confirmed project. Keep the version and written terms supplied with the booking for your records.

This policy is read together with the written quotation, accepted service agreement and Terms & Conditions. It does not exclude or limit rights or remedies that cannot lawfully be excluded. If a provision cannot be applied under applicable law, that provision will be treated accordingly while the remaining arrangements continue to the extent permitted.