Event management is a service business, so "returns" work differently than they do for physical goods. This policy explains, in plain language, how payments, cancellations and refunds are handled by Dronepoint Events Sdn Bhd. The signed service agreement for your project contains the binding version of these terms and prevails where the two differ.
How payments are structured
Most engagements follow a staged schedule: a confirmation deposit on signing, one or more progress payments tied to project milestones, and a balance payment before event day. Consultancy engagements are typically invoiced monthly or per deliverable. Every invoice separates our management fees from third-party supplier costs, so you can always see where money has gone.
If you cancel
Cancellation charges reflect costs genuinely committed at the date of cancellation — never a flat penalty. When you cancel in writing:
- Supplier costs. We immediately notify all engaged suppliers and pursue every recoverable deposit under their contract terms. Whatever we recover is returned to you.
- Management fees. Fees for work already performed (concepting, venue negotiation, planning documents delivered) are retained. Fees for work not yet performed are refunded.
- Refund timing. A reconciliation statement is issued within fourteen days of cancellation, and any refund due is paid within thirty days of the statement, to the account that made the original payment.
If you postpone instead
Postponement almost always preserves more value than cancellation. Deposits and supplier commitments are transferred to the new date wherever venue and supplier contracts permit, and our standard agreements include a postponement framework negotiated with suppliers up front. One date change within twelve months attracts no additional management fee, provided the event scope stays materially the same.
If we cannot deliver
In the unlikely event that Dronepoint cancels an engagement for reasons within our control, all management fees for undelivered work are refunded in full, together with all recoverable supplier payments, within fourteen days. Where delivery becomes impossible for reasons beyond either party's reasonable control — venue closure by authorities, severe weather, public health restrictions — the postponement framework applies first, and unrecoverable third-party costs are shared as set out in the service agreement.
If something at your event falls short
Raise any service concern with your producer during the event where possible, or in writing within seven days after it. We investigate every complaint, respond within fourteen days, and where we agree a deliverable fell short of the contracted standard, we offer a proportionate fee adjustment or credit. We would rather fix a relationship than defend an invoice.
Deposits for third parties
Payments we make to venues, caterers and other suppliers on your behalf are governed by those suppliers' own terms, which we share with you before commitment. We negotiate refundable terms wherever the market allows and will never represent a non-refundable supplier deposit as refundable.
Questions
For anything unclear about payments or refunds, contact [email protected] or call +60 3-2181 6742, Monday to Friday, 9:00am–6:00pm.