Last updated: 5 October 2026
Cancelling your event
Send your cancellation request in writing to info@dreamystouch.co.uk, with your booking reference and event date. Cancellation requests must reach us at least 30 days before the event for a refund of event services, subject to any personalised goods already made or separately agreed work already supplied.
Within 30 days
If you cancel closer to the event, a charge may apply for work already completed and reasonable, unavoidable losses caused by the cancellation. We will explain any deductions and take reasonable steps to reduce our losses, including rebooking the date where possible. We will not automatically keep the full payment where that would be unfair.
Personalised products
The change-of-mind cancellation right may not apply to goods made to your specifications or clearly personalised. This does not affect your rights if goods are faulty, not as described or otherwise do not meet legal requirements.
Your statutory cancellation rights
Where a statutory cooling-off period applies to your online order, it takes priority over this policy. Some services linked to leisure activities on a specific date and personalised goods may be excluded. Where a right applies, you can cancel by a clear written statement; you do not have to use a particular form. If you expressly ask us to begin a service during a cancellation period, a proportionate charge for work supplied may apply where the law permits.
If we cancel or something is wrong
If we cannot provide an agreed service, we will contact you and refund amounts paid for services we cannot supply, unless you agree to an alternative. Contact us promptly about faulty products or problems with a service so we can put things right. Your rights to repair, replacement, repeat performance, price reduction or refund, where applicable, remain unaffected.
Refunds
Agreed refunds are returned to the original payment method without undue delay and within any legally required deadline. Your payment provider may take additional time to show the money in your account.