Refund & Cancellation
Policy

A non-refundable booking deposit of fifty percent (50%) of the total package price is required to secure your event date. This deposit reserves our team exclusively for your event and covers early planning, preparation, and scheduling costs.

The deposit is non-refundable under all circumstances, including client-initiated cancellations. It may, however, be applied toward a rescheduled event date under the conditions described in Section 3.

All cancellation requests must be submitted in writing via email to concierge@merrystory.com. Verbal cancellations are not accepted. The cancellation is effective only upon written acknowledgment from MerryStory Productions.

The following cancellation schedule applies to the remaining balance (excluding the non-refundable deposit):

Clients may request to reschedule their event date at no additional rescheduling fee, provided the request is made at least thirty (30) days before the original event date and is subject to MerryStory Productions' availability.

Your booking deposit will be fully transferred to the new event date. Rescheduling requests made fewer than 30 days before the event are subject to a rescheduling fee of 15% of the total package price and are subject to our availability.

Each booking is entitled to one (1) complimentary reschedule. Additional rescheduling requests will incur a fee.

In the rare event that MerryStory Productions must cancel a confirmed booking due to circumstances within our control (e.g., team emergency, equipment failure with no viable replacement), we will notify you immediately and issue a full refund of all amounts paid, including the deposit.

We will also make every reasonable effort to refer you to a trusted partner studio to minimize disruption to your event.

Events beyond the control of either party — including but not limited to natural disasters, typhoons, government-imposed lockdowns, pandemics, or national emergencies — will not be treated as standard cancellations.

In such cases, your deposit will be converted into a booking credit valid for twelve (12) months from the original event date, and no rescheduling fee will apply. We are committed to working with you in good faith during extraordinary circumstances.

If MerryStory Productions is only able to partially deliver the agreed services due to circumstances within our control (e.g., significant delay, equipment malfunction resulting in incomplete coverage), we will assess the situation on a case-by-case basis and issue a proportional partial refund.

Partial refund requests must be submitted in writing within fourteen (14) days of the event date. Requests submitted after this window may not be honored.

Approved refunds will be processed within fourteen (14) to thirty (30) business days from the date of cancellation confirmation. Refunds are issued via the same payment method used for the original transaction unless otherwise agreed.

MerryStory Productions is not responsible for delays caused by banking institutions or payment processors.

Clients may request to downgrade their package up to thirty (30) days before the event date. The difference in price (excluding the original deposit) will be refunded according to the schedule in Section 2.

Package upgrades are welcome at any time before the event, subject to availability and payment of the additional amount.

For all cancellation, rescheduling, or refund inquiries, please contact us at concierge@merrystory.com. We are committed to handling all requests with fairness, transparency, and genuine care for your experience.