Refund, Return & Cancellation Policy
Effective date: September 30, 2026
The Party Network LLC, doing business as The Party Network Austin (the “Company,” “we,” “us,” or “our”), provides event equipment rentals, delivery, setup, and related services. This policy explains cancellations, rescheduling, refunds, and the return of rental equipment.
1. How to request a cancellation or change
Email support@thepartynetworkaustin.com with your name, order number, event date, and requested change. For an urgent request, also call (737) 406-9599. Cancellation notice is measured from when we receive your email, not when we reply. We will acknowledge your request and explain any refund, credit, or revised charges in writing.
2. Customer cancellations before delivery
The following schedule applies when you cancel all or part of an order before delivery begins. Notice is measured backward from the original scheduled event start time in Central Time.
- At least 14 days before the event: a full refund of amounts paid for the canceled rentals and services.
- At least 7 days but less than 14 days before the event: a refund of 50% of amounts paid for the canceled rentals and services.
- Less than 7 days before the event: no refund for a customer-requested cancellation.
These percentages apply to the canceled portion of the order and do not apply to a separately identified refundable damage deposit. Taxes will be adjusted as required. A missed event or a customer’s failure to provide the agreed access, permissions, site, or utilities is treated under the customer-cancellation rules; it is not a Company cancellation. We will explain and document any such issue.
3. Rescheduling and order changes
A new date, location, item, quantity, or service is subject to availability and our written confirmation. Request changes as early as possible. If a change is accepted, the revised order will show any price difference or additional delivery or service charge before you agree to it. If a requested change cannot be accommodated, the customer-cancellation schedule applies unless the weather or Company-cancellation provisions below apply. Rescheduling does not automatically reset cancellation deadlines.
4. Weather and cancellations by the Company
Safety determines whether equipment can be delivered, installed, or used. We may postpone, decline, or stop an unsafe setup or operation because of wind, lightning, flooding, or other unsafe conditions.
If we cancel before delivery because weather makes the booked equipment unsafe, or because we cannot provide it for a reason within our control, you may choose an available replacement date or a full refund of payments for the affected rentals and services, including associated delivery or setup charges that will not be provided. We will not require you to accept a future rental credit instead of that refund.
If you choose to cancel while we remain able to deliver and operate safely, the customer-cancellation schedule applies. A weather forecast does not guarantee a cancellation or authorize use in unsafe conditions.
Weather-related rescheduling credit after delivery or setup begins. If unsafe weather outside our control prevents or interrupts safe use of booked equipment, we will issue a credit toward a future rental as follows:
- No use possible: If the affected equipment cannot be used safely at any time during the scheduled event, the credit will equal its full equipment rental charge.
- Partial use: If the affected equipment can be used for only part of the scheduled event, the credit will cover the unused portion of its rental charge, prorated according to the scheduled event time lost to unsafe weather.
- Services already performed: Delivery, setup, and labor already performed remain payable and are not included in the credit. New delivery and setup charges apply to the replacement booking.
- Using the credit: The replacement event must take place within 12 months of the original event date. Equipment and dates are subject to availability and our written confirmation. Any price difference or additional service charge will be disclosed before you agree to the new booking.
This credit applies only to equipment affected by unsafe weather. Ordinary rain or a customer’s decision not to use equipment while conditions remain safe does not automatically qualify. Stop using equipment when conditions become unsafe, follow the supplied safety instructions, and contact us promptly; do not continue unsafe use while waiting for our response. We will confirm the affected items, lost use, and credit amount in writing.
The weather-related rescheduling credit is for a future rental rather than a cash refund. This does not limit the remedies for our failure to provide the booked equipment or services described below, or any rights that cannot be limited by law.
5. Equipment or service problems
Inspect the setup with our team and report a missing, incorrect, damaged, or malfunctioning item promptly. Stop using equipment that may be unsafe and call us so we can assess the issue and, when possible, repair it, replace it, or provide another solution you accept.
If a problem we are responsible for prevents use and we cannot provide a suitable remedy, we will refund the affected rental charge for the period the equipment was unavailable and any associated service charges for services not provided. A completely unavailable item will receive a full refund of its rental charge. This does not automatically entitle the entire order to a refund when other items and services were supplied as agreed.
6. Rental returns and pickup
Rental equipment remains our property and must be available for pickup at the location and time agreed on your order. Our team handles removal and pickup unless your order expressly states otherwise. Do not move, dismantle, deflate, transport, or return installed equipment without our authorization. Our mailing address is not an equipment return location.
Choosing not to use delivered, usable equipment, ending an event early, or requesting early pickup does not by itself qualify for a refund or credit. Weather-related loss of use is handled under Section 4. Keep the equipment secure and follow the provided care and return instructions. Charges for missing items, damage beyond ordinary wear, extraordinary cleaning, or customer-caused pickup delays must be supported by the rental agreement and disclosed rates or a separate written agreement.
7. Consumables and items sold
Food ingredients, ice, and other consumable supplies are not eligible for a change-of-mind return after delivery. If an item is incorrect, damaged, or unsuitable when delivered, notify us promptly so we can arrange an appropriate replacement or refund. This does not limit applicable consumer rights.
8. Refundable damage deposits
A refundable damage deposit applies only if it is separately identified on your order. It is distinct from a reservation payment. We will provide an itemized accounting of any authorized deductions and initiate the return of the remaining deposit within 10 business days after pickup. Ordinary wear is not a damage charge. For an order canceled before equipment is delivered, any separately collected refundable damage deposit will be refunded in full.
9. How refunds are issued
We will confirm the refund amount in writing and initiate approved refunds within 5 business days, except for the damage-deposit timeline above. Refunds are returned to the original payment method whenever possible. Card refunds are credited back to the card used for payment; we do not substitute cash for a card refund. If the original payment method cannot receive the refund, we will coordinate an appropriate alternative with you and the payment provider. Your bank or card issuer controls when the credit appears on your account.
10. Your booking terms
Please review this policy together with your quote, confirmed order, and rental agreement before signing or paying. An order-specific exception applies only when it is clearly disclosed and agreed in writing before booking. Later website changes do not alter an existing booking without agreement. Nothing in this policy limits rights or remedies that cannot be waived under applicable law.
Contact us
The Party Network LLC
Doing business as The Party Network Austin
Phone: (737) 406-9599
Email: support@thepartynetworkaustin.com
Mailing address: PO Box 492, Dripping Springs, TX 78620