1. Booking & payment

Sending us an enquiry or requesting a quote is free and does not confirm a booking or hold an event date.

For custom balloon décor, themed installations and styled event setups, a 50% booking deposit is required once you approve your personalised quote. Your booking is confirmed only after we have accepted the details in writing and received the required deposit.

The remaining balance is due 7 calendar days before your event, unless a different schedule is agreed to in writing. For bookings made within 7 days of an event, full payment may be required at confirmation.

Your final quote will show the selected products and services, prices in Canadian dollars, applicable taxes, and any delivery, setup, takedown or other agreed charges before payment is requested.

2. Cancelling custom event décor

Custom celebrations involve planning, reserving your date, purchasing materials and creating pieces specifically for you. For customer-initiated cancellations, the 50% booking deposit is generally non-refundable once the booking has been confirmed, except where a refund is required by law.

If you have paid more than the deposit, we will refund the unused balance, less any additional, documented non-recoverable custom work or materials that you approved and that are not already covered by the deposit. We will explain any such costs in writing; we will not charge twice for the same expense.

Once an installation has been completed or agreed services have been delivered, we cannot provide a refund simply because plans changed. This does not limit remedies available if goods or services are defective, not as described or otherwise protected by law.

3. Changing your event date

Need to move your celebration? You may request one complimentary date change by contacting us at least 14 calendar days before your original event date.

• The new date must be available and confirmed by Balloon Theory YYC in writing.
• Your existing deposit can be applied to the rescheduled booking.
• There is no administrative date-change fee for the first eligible change. Any new materials, design changes, venue or travel costs will be discussed and approved separately.
• Requests made with fewer than 14 days’ notice are reviewed individually and may not be possible if preparation is underway.

4. Grab & Go garland orders

Grab & Go garlands are assembled specifically for your order and prepared for local pickup. Full payment is required to confirm your order.

If you cancel fewer than 5 days before pickup, or after production has begun, we may retain the reasonable cost of work completed and non-recoverable materials. We will refund any remaining amount and explain any deduction. This is subject to your rights under applicable law.

Please let us know as soon as possible if you need to change your pickup date or colour selection. We will do our best to help, subject to availability and any materials already prepared.

Pickup details will be confirmed with you. Please bring a suitably sized vehicle and handle your balloons carefully during transport and installation. After collection, change-of-mind returns are not available for a correctly prepared custom order, without limiting applicable consumer rights.

5. Rental pieces & damage deposits

Hand-painted backdrops, cutouts, display props and other reusable pieces remain the property of Balloon Theory YYC unless specifically sold to you. The rental period, pickup or return arrangements and any separate refundable damage deposit will be shown in your quote.

• Please keep rental pieces secure, dry and protected from rough handling, adhesives, paint, outdoor exposure and other avoidable damage.
• Normal, reasonable wear is not treated as damage.
• If a piece is missing or damaged, we may deduct reasonable, documented repair or replacement costs from the damage deposit and explain those deductions. Any amount beyond the deposit would be discussed with you and supported by an itemised assessment.
• Where a refundable damage deposit applies, the remaining amount is normally returned within 3–5 business days after the pieces have been returned and inspected.

Any agreed late-return charges or extended rental fees will be disclosed in your booking confirmation, not added unexpectedly afterward.

6. Delivery, setup & balloon care

Delivery, installation and takedown are included only when stated in your confirmed quote. Please provide accurate venue information, access times and any venue restrictions in advance. Customers are responsible for obtaining permission for installations or wall attachments at the venue.

Latex and foil balloons can be affected by sunlight, heat, cold, wind, moisture and sharp surfaces. We take care with preparation and installation, but cannot guarantee how long balloons will last after handover in conditions outside our control. Please follow any care instructions we provide.

For outdoor events, we may recommend adjustments or a sheltered alternative when weather could make the installation unsafe or unsuitable. We will discuss any necessary changes with you before proceeding where reasonably possible.

7. Design changes & unexpected events

We welcome design ideas and do our best to accommodate changes. Availability of specialty balloons, custom colours and handmade details may vary. We will confirm any price changes with you before proceeding.

If circumstances beyond either party’s control affect your event, please contact us as soon as possible so we can explore a safe and practical alternative. Changes to dates, locations or services are subject to availability and the work already completed.

If Balloon Theory YYC is unable to provide a confirmed order, we will notify you promptly and refund payment for the goods or services we cannot provide, subject to any other remedies required by law.

8. Your rights & questions

This policy is intended to make our expectations transparent. Nothing in it limits or overrides rights or remedies provided by the Alberta Consumer Protection Act or other applicable laws. Where the law requires a cancellation or refund, the law takes priority.

Booking-specific terms agreed to in writing will be included in your confirmation. Changes to this webpage will not retroactively change an already confirmed booking without agreement.

To request a cancellation or date change, please reply to your booking confirmation email so we can keep a clear written record. For general questions, use the contact form below.