Cancellation, Rescheduling, and Refund Policy

1. How to request a change

The customer must submit a cancellation or rescheduling request through the customer account when available or by emailing [email protected]. Include the booking name, event date, and requested action. Akako House may verify the requester's identity and authority.

The effective request time is when Akako House receives the request through an approved channel. Automated submission confirmation is not final approval or a refund decision.

2. Customer cancellation schedule

Unless an accepted quote contains different written terms, the following schedule applies:

At least 7 calendar days before the ceremony

Akako House will issue a full refund of amounts paid, excluding payment-processing or transaction fees that are not returned to Akako House by the payment provider.

Less than 7 calendar days but more than 48 hours before the ceremony

Akako House will retain 50% of the amount paid. The remaining 50% will be refunded, excluding payment-processing or transaction fees that are not returned to Akako House by the payment provider.

48 hours or less before the ceremony

Amounts paid are nonrefundable because staffing, ingredients, transportation, and other event resources have been committed. This no-refund rule also applies to same-day cancellations and customer no-shows. A no-show includes failure to provide access or an authorized onsite contact within a reasonable period after the agreed start when Akako House is ready and able to perform.

3. Rescheduling

Rescheduling is subject to date, ambassador, venue, and operational availability.

- A request received at least 7 calendar days before the ceremony may transfer amounts paid to one replacement date without a separate rescheduling fee. The customer remains responsible for any price difference.
- A request received fewer than 7 calendar days before the ceremony is normally treated under the cancellation schedule unless Akako House approves an exception for safety, emergency, or another documented circumstance.

Unless otherwise approved in writing, a rescheduled event must occur within 12 months of the original event date. A second rescheduling request may be treated as a cancellation. Pricing, service area, partner availability, and policy versions in effect for the replacement date may apply.

4. Weather, emergency, illness, and venue disruption

When severe weather, public emergency, venue failure, government restriction, transportation disruption, or sudden illness threatens safe performance, Akako House and the customer will first consider an adjusted time, indoor relocation, approved alternative heat method, substitute ambassador, or reschedule.

If Akako House determines that travel or performance would be unsafe or unlawful, the customer will not be penalized as a no-show. Amounts paid may be transferred to a reasonable replacement date. If rescheduling is not reasonably available, Akako House will refund amounts attributable to undelivered services, less only lawful and clearly disclosed nonrecoverable third-party costs.

5. Cancellation by Akako House

If Akako House cancels because it cannot provide the contracted service and the customer did not cause the failure, the customer may choose a reasonable reschedule or a refund of amounts paid for services not delivered. Akako House will make reasonable efforts to provide a qualified replacement ambassador before cancelling.

Akako House may cancel or stop service without treating it as an Akako House service failure when the customer materially breaches the agreement, fails to pay, denies required access, provides materially inaccurate information, requests unlawful activity, or allows unsafe or abusive conditions to continue. Refund treatment will reflect the cancellation schedule, services performed, and committed costs.

6. Refund review and processing

Akako House will review the accepted quote and policy version, payment history, timing, committed costs, recoverability, and reason for the request. Comparable circumstances should receive reasonably consistent treatment, while documented exceptional circumstances may justify a different result.

The written decision will identify the refund, credit, retained amount, method, expected timing, and any remaining obligation. Approved refunds are generally initiated within ten business days. Payment-provider or financial-institution timing is outside Akako House's control.

7. Credits and expiration

A credit is not cash and is not transferable unless Akako House approves otherwise in writing. Credits expire on the date stated in the written decision. If no date is stated, an approved rescheduling credit expires 12 months after the original event date, subject to applicable law.

8. Chargebacks

Customers are encouraged to contact [email protected] before initiating a chargeback so the parties can review the booking and applicable refund terms. A chargeback threat does not bypass the evidence and authorization process, and Akako House may contest a chargeback with relevant booking records. This does not restrict lawful payment-dispute rights.

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