Terms & Conditions

Welcome to The Surprise Story. These terms govern payments, bookings, cancellations, refunds, rescheduling, delivery, and pricing for our surprise experiences and products.

1. Booking & Payment

A 50% advance payment is required to confirm every booking.
The remaining 50% balance payment must be completed after our coordinator connects with you to confirm the event details and before execution of the service.
A booking is considered confirmed only after the advance payment has been successfully received.
Our team may contact you to verify booking details, customization requirements, delivery location, event timing, and special instructions.
We reserve the right to cancel a booking if the remaining balance is not received before the scheduled execution time.

2. Cancellation Policy

As many of our products and experiences are customized, cancellation eligibility depends on the stage of preparation.

Cancellation requests made before customization, production, procurement, or event preparation has started may be considered on a case-by-case basis.
Once personalization, production, procurement, vendor arrangements, or event preparation has begun, the booking may no longer be eligible for cancellation or refund.
Same-day and urgent bookings cannot be cancelled once confirmed.
Customized or personalized products cannot be cancelled once their design or production process has started.

3. Refund Policy

Refunds may be provided where The Surprise Story is unable to deliver the confirmed service due to reasons within our control.

Refunds will generally not be applicable in cases including

Customer cancellation after preparation has begun.
Incorrect address, phone number, or other information provided by the customer.
Recipient being unavailable at the time of delivery.
Customers not responding to coordination calls or messages.
Venue restrictions, refusal of entry, or access-related issues.
Delays or inability to execute the service caused by incorrect information provided by the customer.

Where a refund is approved, it will generally be processed to the original payment method within 7–10 business days.

4. Rescheduling Policy

Rescheduling requests should be submitted as early as possible.
All rescheduling requests are subject to availability.
Additional charges may apply where vendors, flowers, cakes, logistics, customized materials, or other arrangements have already been booked or prepared.
Same-day rescheduling may not always be possible.

5. Delivery Policy

Delivery and execution timings are approximate and may be affected by traffic, weather, security restrictions, access restrictions, or unforeseen circumstances.
Customers are responsible for providing complete and accurate delivery and event details.
Additional delivery or logistics charges may apply for locations outside our regular service areas.
If the recipient is unavailable, our team will attempt to coordinate delivery where reasonably possible.
Additional charges may apply for re-attempted deliveries, where applicable.

6. Force Majeure

The Surprise Story shall not be held liable for delays, cancellations, or inability to perform services caused by circumstances beyond our reasonable control, including but not limited to:

Natural disasters
Heavy rainfall or extreme weather
Government restrictions
Road closures
Traffic disruptions
Strikes
Power failures
Public emergencies
Pandemic-related restrictions

In such circumstances, we will make reasonable efforts to reschedule the booking wherever possible.

7. Pricing Policy

All prices are displayed in Indian Rupees (INR) unless stated otherwise.
Prices may change without prior notice.
Festival, peak-season, urgent, or last-minute bookings may attract additional charges.
Any applicable taxes will be charged in accordance with prevailing laws.

8. Contact Us

For questions regarding payments, bookings, cancellations, refunds, rescheduling, or delivery, please contact:

The Surprise Story

Email: official.thesurprisestory@gmail.com

WhatsApp: +91 8796999869

Business Hours: Monday – Thursday | 11:00 AM – 6:00 PM

By placing a booking with The Surprise Story, you acknowledge that you have read and understood these Payment & Booking Terms.