This Payment, Cancellation, Postponement and Refund Policy applies to all bookings with Osmic Productions Pty Ltd, including equipment hire, event production, AV services, lighting, staging, special effects, entertainment, DJs, technicians, operators, event staff, delivery, setup and pack-down services.
By accepting a quote, approving a proposal, requesting an invoice, paying a deposit, issuing a purchase order, or otherwise confirming a booking in writing, the Customer agrees to this policy.
1. Booking Confirmation
A booking is not confirmed until one of the following has occurred:
- a deposit has been paid;
- a quote or proposal has been accepted;
- a purchase order has been issued;
- an invoice has been requested or issued following approval;
- written confirmation to proceed has been received by Osmic Productions.
Once a booking is confirmed, Osmic Productions may allocate equipment, hold stock, schedule staff, decline other work, begin planning, prepare documentation, book contractors, or incur supplier costs.
Osmic Productions does not hold event dates, staff, equipment or hire items without formal booking confirmation.
2. Deposit
A minimum $100 booking deposit applies unless otherwise stated on the quote or invoice.
The deposit is non-refundable once paid, as it covers administration, booking management, equipment allocation and date holding.
For larger productions, custom builds, multi-day events, interstate work, staffing-heavy events, or special-order items, a higher deposit or staged payment schedule may apply.
3. Payment Terms
Unless otherwise agreed in writing, all booking fees must be paid in full no later than 3 business days before the event, delivery, pickup or service date.
Osmic Productions reserves the right to cancel, suspend, delay or withhold any service, delivery, staff allocation or equipment release if payment has not been received by the due date.
Equipment will not leave our warehouse until full payment has been received unless a written credit arrangement has been approved by Osmic Productions management.
Credit card payments may incur merchant processing fees.
4. Cancellation by Customer
All cancellations must be provided in writing.
Cancellation charges apply because confirmed bookings may involve administration, planning, equipment allocation, staff scheduling, supplier commitments, custom preparation, lost booking opportunities and other costs.
Cancellation more than 14 days before the event, pickup or delivery date
If the booking is cancelled more than 14 days before the event, pickup or delivery date:
- the deposit remains non-refundable;
- any supplier costs, custom orders, freight, labour, planning, design, administration or unrecoverable costs already incurred remain payable;
- any remaining paid balance may be refunded or held as a credit note.
Cancellation 7–14 days before the event, pickup or delivery date
If the booking is cancelled 7–14 days before the event, pickup or delivery date:
- the deposit remains non-refundable;
- any supplier costs, custom orders, freight, labour, planning, design, administration or unrecoverable costs remain payable;
- up to 50% of the confirmed booking value may be retained or payable;
- any remaining balance may be held as a credit note at the discretion of Osmic Productions.
Cancellation 0–6 days before the event, pickup or delivery date
If the booking is cancelled within 0–6 days of the event, pickup or delivery date:
- no refund is available;
- the full booking value may remain payable;
- a credit note may be offered at the discretion of Osmic Productions, less any costs already incurred or committed.
5. Confirmed Bookings Not Yet Paid
If a booking has been confirmed, but payment has not yet been made, cancellation fees may still apply.
This includes bookings confirmed by accepted quote, written approval, purchase order, invoice request, or email confirmation.
If a confirmed but unpaid booking is cancelled or postponed, Osmic Productions may charge a cancellation, postponement or administration fee to cover work completed, equipment allocation, date holding, staff scheduling and lost opportunity.
Unless otherwise agreed, the minimum cancellation fee for a confirmed unpaid booking is:
- the non-refundable deposit amount; or
- 25% of the confirmed booking value;
whichever is greater.
Osmic Productions may apply part of this amount as a credit toward a rescheduled event at its discretion.
6. Postponement by Customer
If an event is postponed, Osmic Productions will make reasonable efforts to transfer the booking to a new date, subject to equipment, staff and supplier availability.
Postponements are not automatically free of charge.
Additional costs may apply where:
- the new date requires different staff, equipment or logistics;
- suppliers, contractors or freight have already been booked;
- custom items have already been ordered or prepared;
- the postponement occurs close to the event date;
- the new location or scope is different;
- the postponed event falls on a peak date or public holiday.
Credit notes for postponed events are valid for 24 months from the original event date unless otherwise agreed in writing.
Credit notes are not redeemable for cash and are not transferable unless approved by Osmic Productions.
7. Changes to Booking Scope
Reductions in equipment, staff, entertainment, production scope, event duration or hire items after a booking has been confirmed may not result in a full price reduction.
This is because administration, planning, equipment allocation, staff scheduling and lost booking opportunity may already have occurred.
Osmic Productions may reduce a quote where possible, but any confirmed, committed or unrecoverable costs remain payable.
8. Custom Items, Special Orders and Third-Party Costs
The following items are non-refundable once ordered, prepared, booked or committed:
- custom builds;
- printed items;
- branded items;
- custom signage;
- custom content;
- special-order equipment;
- third-party supplier costs;
- freight or courier costs;
- contractor or entertainer deposits;
- permits, licences or venue-specific charges;
- design, programming or pre-production work.
9. Staff, Technicians, DJs, Entertainers and Operators
Staffing bookings include, but are not limited to, DJs, MCs, performers, musicians, technicians, operators, attendants, delivery crew, setup crew and pack-down crew.
Once staff have been allocated to a confirmed event, cancellation or reduction fees may apply.
Overtime, early setup, late pack-down, idle time, split shifts, additional rehearsals, return visits or extended hours may incur additional charges.
All staffing changes must be approved by Osmic Productions management, not directly with individual staff, DJs, performers, technicians or contractors.
10. Failure to Provide Access, Information or Requirements
Refunds are not available where Osmic Productions is unable to complete a service due to the Customer failing to provide:
- correct event details;
- safe access;
- loading access;
- parking;
- required permits;
- venue approval;
- safe power;
- floor plans;
- run sheets;
- content files;
- required identification for equipment hire;
- a suitable setup area;
- weather protection for outdoor equipment;
- a safe working environment.
Additional charges may apply for waiting time, return visits, re-delivery, re-collection, additional labour or changes caused by missing or incorrect information.
11. Failure to Pick Up or Receive Delivery
Refunds are not issued where a Customer fails to pick up equipment, fails to be available for delivery, refuses delivery, or does not provide suitable access at the agreed time.
Re-delivery, re-collection or waiting time charges may apply.
12. Weather, Outdoor Events and Venue Restrictions
For outdoor events, the Customer is responsible for providing a safe and suitable environment for all equipment and staff.
Equipment may not be operated in unsafe weather, including rain, high wind, lightning, flooding, excessive heat, unstable ground or any condition that may place people, equipment or property at risk.
If an event is cancelled, stopped, delayed or reduced due to weather, venue restrictions, council requirements, safety concerns or lack of suitable cover, refunds are not guaranteed.
Any costs already incurred, including equipment preparation, transport, labour and supplier costs, remain payable.
13. Equipment or Staff Not Available
If Osmic Productions is unable to provide a booked item, staff member or service due to circumstances outside its reasonable control, we will make reasonable efforts to provide a suitable alternative.
If no suitable alternative is available, the Customer may receive a refund or credit for the unavailable item or service only.
This does not automatically cancel or refund the full booking unless the unavailable item is essential to the entire booking and no reasonable alternative can be provided.
14. Credit Notes
Credit notes:
- are valid for 24 months unless otherwise stated;
- are not exchangeable for cash;
- are subject to availability;
- may not cover price increases, additional labour, freight, travel or changed event requirements;
- cannot be used after expiry unless approved by Osmic Productions.
15. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights the Customer may have under Australian Consumer Law.
Where a refund, repair, replacement or remedy is required by law, Osmic Productions will comply with its legal obligations.
16. Contact
For questions regarding payments, cancellations, postponements, refunds or credit notes, please contact: