Return Policy

Last updated: This Return Policy describes in detail the cancellation, rescheduling, refund, and related practices of Genuineinsured (“we,” “us,” or “our”) for our event and photo zone decor services (“Services”). Our Services include the design, delivery, setup, styling, and teardown of custom backdrops, photo walls, props, and related decor for events such as weddings, corporate events, birthdays, baby showers, and other private or commercial occasions. By booking or purchasing our Services, you agree to the terms set out in this policy. This policy is incorporated by reference into our Terms of Use. Please read this policy carefully before booking and contact us if you have any questions.

Nature of Our Services

Genuineinsured provides event and photo zone decor on a service basis. We bring our equipment, backdrops, props, and related decor to your venue, set them up according to your booking and theme, and remove them after your event. We do not sell physical goods to you for permanent ownership; you are purchasing our labor, the temporary use of our decor and equipment for the agreed event period, and related coordination (e.g., scheduling, delivery, and teardown). For this reason, traditional “product returns” or “refunds for unused goods” do not apply in the same way as for retail purchases. Instead, this policy addresses the cancellation and rescheduling of your booking and any applicable refunds or credits based on the timing of your request and our ability to reallocate resources. Refunds are not available for Services that have already been fully performed (e.g., after setup and teardown have been completed).

Cancellation by You

If you need to cancel your booking, you must notify us in writing (e.g., by email or through our contact form on the Site) as soon as possible. The following terms generally apply; your booking confirmation or any separate written agreement may specify different terms, in which case those terms will control for that booking.

• More than 14 days before the event date: You may cancel and receive a full refund of any amounts paid, minus a processing or administrative fee if we have specified one in your confirmation (e.g., 10% of the total booking value, capped at a reasonable amount). If no such fee was specified at the time of booking, we will refund the full amount paid. We may require a signed cancellation confirmation or other reasonable verification.
• Between 7 and 14 days before the event date: You may cancel; we will refund 50% of the total booking fee (or of the amount paid, if different). The remainder is retained to cover preparation time, reserved resources (e.g., backdrops, props, and crew assigned to your date), and lost opportunity to book another client for that date.
• Less than 7 days before the event date: Cancellations are subject to no refund of the deposit or any amounts paid. By this time we will have committed resources, turned away other bookings, and in many cases prepared or transported equipment specific to your event. We may, at our sole discretion, offer a partial credit toward a future booking within a specified period (e.g., 6 months from the original event date), subject to availability and our then-current pricing. We are under no obligation to offer such credit.

Refunds will be issued using the same method of payment used for the original transaction (e.g., same card or account), unless we agree otherwise in writing. Please allow 5–10 business days for the refund to be processed and reflected in your account. If the original payment was made by check or another method, we will issue the refund by check or an alternative method as agreed. We are not responsible for any fees charged by your bank or payment provider.

Rescheduling

If you wish to reschedule your event to a different date, you must contact us as soon as possible. Rescheduling is subject to our availability and is not guaranteed. If we can accommodate the new date, the following generally applies:

• More than 14 days before the original event date: One reschedule may be allowed at no extra charge, subject to availability. The new date must be within a reasonable period (e.g., 12 months) from the original date unless we agree otherwise. Any additional reschedules may be subject to a rescheduling fee or treated as a new booking at then-current pricing.
• Within 14 days of the original event date: Rescheduling requests may be subject to a rescheduling fee (e.g., 15–25% of the total booking value) or may be treated as a cancellation of the original booking and a new booking for the new date, in which case our cancellation policy above will apply to the original booking and a new deposit or payment may be required for the new date.
• If we cannot accommodate the new date: Our cancellation policy above will apply to the original booking. You may choose to cancel and receive a refund (or partial refund) according to the timing rules above, or you may keep the original date.

Unless we expressly agree otherwise in writing, any rescheduling is valid only once per booking. Any change of venue may be treated as a reschedule and may be subject to additional fees (e.g., travel or delivery) if the new venue is outside our standard service area.

Cancellation by Us

We may need to cancel your booking in rare circumstances beyond our reasonable control or where necessary for safety or legal reasons. Such circumstances may include but are not limited to: severe weather or natural disaster; fire, flood, or other force majeure; venue inaccessibility or closure; government order or restriction; safety concerns at the venue or in the area; unexpected unavailability of key personnel or equipment (e.g., due to illness or accident); or your breach of our Terms of Use or this policy. If we cancel your booking:

• We will notify you as soon as reasonably possible by email or phone using the contact information you provided.
• You will receive a full refund of all amounts paid for the cancelled Services, or we may offer to reschedule to a mutually agreed date at no additional cost, subject to availability.
• We will not be liable for any indirect, incidental, or consequential losses (e.g., other vendor costs, lost enjoyment, or travel expenses) beyond the refund of amounts paid to us for the affected Services.

If we cancel due to your breach (e.g., failure to pay, failure to provide access, or violation of our Terms), we may retain any deposit or amounts paid in accordance with our cancellation policy and our Terms of Use.

No-Shows and Access Issues

If our team arrives at the venue at the scheduled time and is unable to perform the setup due to your no-show, a locked or inaccessible venue, failure to provide agreed access (e.g., keys, codes, or contact person), or failure to provide utilities or conditions agreed in advance (e.g., power, space), the booking will be treated as completed and no refund will be issued. We will make reasonable efforts to contact you using the information you provided before concluding that the booking cannot be performed. If the issue is resolved later the same day and we can still perform the Services without unreasonably delaying other commitments, we may do so at our sole discretion; additional fees may apply for extended wait time, return visits, or overtime. You are responsible for ensuring that the venue and any third-party coordinators are aware of our scheduled arrival and setup requirements.

Damage or Loss to Our Equipment

All decor, backdrops, props, and equipment we bring to your event remain our property. You are responsible for normal use during the event. You are also responsible for any loss, theft, or damage beyond normal wear and tear caused by you, your guests, your vendors, or other persons at the venue during the event or during our setup or teardown. If our equipment is lost, stolen, or damaged under such circumstances, we may charge you for repair or replacement at our then-current rates. We will provide an itemized estimate and will work with you in good faith to resolve the matter. Payment for damage or loss is due within a reasonable time (e.g., 14 days) after we provide the estimate. This section does not affect your right to cancel or reschedule in accordance with the sections above; it applies to the condition and return of our property after the Services have been performed.

Partial Performance and Force Majeure

If we are unable to fully perform the Services due to circumstances beyond our reasonable control (e.g., severe weather, power outage at the venue, or safety issue), we will work with you in good faith to complete as much of the Services as possible or to reschedule. If we are unable to perform a substantial portion of the Services, we may offer a partial refund or credit proportional to the Services not performed, or a full refund if no Services were performed. Our liability is limited as set forth in our Terms of Use.

Disputes and Complaints

We aim to resolve any concern fairly and in a timely manner. If you are not satisfied with our Services or with how we have applied this Return Policy, please contact us with your booking details (e.g., name, event date, and confirmation reference) and a clear description of the issue. We will respond within a reasonable time (typically within 5 business days) and will work with you in good faith to find a solution. Refund or credit decisions remain at our discretion except where we have clearly failed to perform as agreed under our contract or where required by applicable law. If we are unable to resolve the dispute informally, the dispute will be subject to the governing law and dispute resolution provisions in our Terms of Use.

Changes to This Policy

We may update this Return Policy from time to time. The current version will always be available on this page with a revised “Last updated” or effective date. Changes will not apply retroactively to bookings that were already confirmed before the change unless we are required by law to do so or we agree with you in writing. We encourage you to review this policy before each booking. Your continued use of our Services or your acceptance of a new booking after the posting of changes constitutes your acceptance of the updated policy for that booking.

Contact

For questions about cancellations, rescheduling, refunds, or this Return Policy, please contact Genuineinsured at:

19320 Des Moines Memorial Dr S Suite, SeaTac, WA 98148, United States

Phone: +1 855 509 7767

support@genuineinsured.world

We will respond to your inquiry within a reasonable time, typically within 5 business days.