Customer Policies

  • To secure a booking with HB Events, clients must first submit an enquiry via our social media platforms or through our online form. Once we confirm event details, clients must complete a booking form.

    A non-refundable deposit of 50% of the total event cost is required to confirm the booking.

    This deposit must be paid within 7 days after the booking form is submitted.

    The deposit ensures that your event date and services are reserved.

    No booking is considered confirmed without the deposit and the contract being signed.

  • The remaining balance of the total event cost is due 10 days before the event date unless otherwise agreed in writing by HB Events.

    Payments can be made via invoie to HB Events. Bank details will be provided upon request.

    Failure to pay the remaining balance by the deadline may result in the cancellation of the event, and the deposit will not be refunded.

  • At HB Events, we recognise that spreading the cost of an event can make the planning process more manageable. To support this, we offer a flexible instalment payment option.

    Clients may choose to pay for their event in equal monthly instalments, agreed in writing at the time of booking and confirmed via invoice.

    The first instalment acts as a non-refundable deposit and secures your event date in our calendar. All subsequent payments must be made on or before the agreed due dates. Please note that late or missed payments may result in the suspension or cancellation of services.

    All instalments must be completed no later than 14 days prior to the event date. Instalment payments are non-transferable between events or clients.

    This option allows for effective budgeting while ensuring HB Events can manage supplier payments and event arrangements on your behalf.

  • CUSTOMER CANCELLATIONS

    All cancellations must be made in writing via email to henry.hbevents@outlook.com

    The initial deposit is non-refundable under all circumstances.

    • Cancellations made 21 days or fewer before the event will not receive any refund on payments made beyond the deposit.

    • Cancellations made more than 31 days before the event will receive a refund of any payments made, excluding the deposit.

    COMPANY CANCELLATIONS

    In the unlikely event that HB Events must cancel, the client will receive a full refund, including the deposit, or the option to reschedule for an alternative date, subject to availability.

    HB Events is not responsible for cancellations due to circumstances beyond our control, such as extreme weather or force majeure events.

  • HB Events will not be held liable for any damages, injuries, or losses that occur during the event that are outside of our control.

    The client is responsible for any damages caused to the venue or equipment during the event.

  • At HB Events, we are committed to creating safe, inclusive environments for all attendees, with a zero-tolerance approach to abuse, neglect, or exploitation of any kind.

    We prioritise the welfare of children, young people, and vulnerable adults at every event, ensuring safeguarding remains a shared responsibility across our team.

    All staff working in relevant roles are DBS-checked and receive regular safeguarding training. Team members are fully briefed prior to each event to ensure they understand their responsibilities and the specific needs of attendees.

    Our safeguarding structure includes a Designated Safeguarding Lead (DSL) and Deputy DSL, who oversee all safeguarding matters and ensure procedures are followed in line with current UK legislation and guidance.

    Any safeguarding concerns should be reported immediately to a member of the HB Events team. All reports are handled seriously, confidentially, and in accordance with safeguarding procedures. Where necessary, concerns will be escalated to the appropriate authorities.

    We are committed to continuous improvement and regularly review our safeguarding practices to ensure the highest standards are maintained.

  • HB Events is committed to delivering safe, well-managed events in full compliance with UK health and safety legislation.

    We carry out detailed, bespoke risk assessments for every event, covering venue safety, equipment, environmental conditions, participant needs, and emergency procedures. These are reviewed and approved prior to each event.

    Our team works closely with venues and suppliers to ensure all safety measures are in place. During the event, staff conduct ongoing checks, including monitoring walkways, fire exits, equipment safety, and overall crowd management.

    Trained staff and first aid provision are in place where required, and all team members are responsible for identifying and reporting any hazards.

    In the event of an incident, it will be managed promptly by trained staff, recorded appropriately, and reviewed to inform future improvements. Serious incidents will be escalated in line with legal requirements.

    We are also committed to accessibility and inclusion, making reasonable adjustments to support guests with additional needs wherever possible.

  • At HB Events, we are committed to delivering high-quality services and ensuring client satisfaction. If you are unhappy with any aspect of our service, we encourage you to follow the process below so we can address your concerns effectively.

    Initial Feedback:

    Where possible, please raise any concerns directly with the event manager on-site during your event. This allows us the opportunity to resolve issues quickly and efficiently.

    Formal Complaint:

    If the issue is not resolved during the event, or you would prefer to raise it afterwards, please submit your complaint in writing within 7 days of the event to kim.hbevents@outlook.com

    Please include your event details, a clear description of the issue, and any relevant supporting information.

    Review Process:

    We will acknowledge receipt of your complaint within 3 working days. A full review will then be carried out, and we aim to provide a response within 14 working days.

    If additional time is required, we will inform you and provide an updated timeframe.

    Resolution:

    We will communicate the outcome of our investigation along with any actions we will take to resolve the issue.

    If you remain unsatisfied, you may request a further review, which will be handled by a senior member of HB Events.