Cancellation & Refund Policy
Last updated: September 27, 2026
This policy applies to events booked with Momento. Your booking agreement can set different cancellation terms for your event; if it does, those apply. If it doesn't, this policy applies. Either way, we only keep money for costs we've genuinely spent or can't get back, and we show you the receipts.
The short version
- Cancel 30+ days before: you get everything back except costs we've already paid to others for your event and can't recover.
- Cancel later: we also deduct documented costs already incurred for your event, such as perishable food and booked staff.
- If Momento cancels, you get a full refund of everything you paid.
- If something isn't delivered as agreed, you get a fair, proportionate refund for that part.
- Refunds are paid within 14 working days, to the account you paid from, with an itemised statement.
1. If you cancel
Tell us in writing (email or WhatsApp). The date we receive it is the cancellation date.
| When you cancel | What you get back |
|---|---|
| 30 days or more before the event | Everything you've paid, minus money already paid or committed to third parties for your event that they won't refund (for example a venue's non-refundable booking fee). |
| 7–29 days before | As above, minus costs already incurred for your event, such as custom décor made, materials bought or printing done, and our planning fee for work already completed, as set in your agreement. |
| Less than 7 days before | As above. At this stage food is usually bought and staff are booked, so those costs are normally not recoverable. Anything not yet spent or committed is refunded. |
Every deduction is itemised with receipts or the third party's written terms. If we get any money back from a third party later, we pass it on to you.
2. Postponing
- If you ask at least 30 days before the event, we move your booking once with no postponement fee, to a date within 12 months that we and the venue can do.
- If prices for the new date are different (for example peak season or a venue rate change), we show you the difference before you confirm.
- Later or repeated postponements are treated as a change, and any extra costs are shown to you first.
3. If Momento cancels
If we cancel for any reason other than an event outside anyone's control, we refund everything you paid within 7 working days. If you prefer, we can instead arrange a new date or an equivalent alternative you agree to.
4. Events outside anyone's control
If your event can't go ahead because of something neither of us could reasonably avoid, such as a government order, a security situation, a strike, floods or extreme weather, we first offer to postpone at no extra fee. If postponing isn't possible, we refund everything minus costs already spent that can't be recovered, with receipts.
5. If something isn't delivered as agreed
- On the day, tell your Momento coordinator straight away. Many problems can be fixed on the spot.
- Afterwards, tell us within 7 days by email or WhatsApp, with photos or details if you have them.
- If a service in your agreement wasn't delivered, or was clearly below what was agreed, we refund a fair share of the price of that service. How much depends on how much of it was missing or deficient. We'll explain how we worked it out.
The complaints process and timelines are in section 15 of our Terms.
6. Guest numbers
Catering is prepared for the final guest count you confirm by the date in your agreement. If fewer guests attend than confirmed, the confirmed number is charged, because the food has already been prepared.
7. How refunds are paid
- By bank transfer to the account you paid from (or another account in your name you confirm in writing), within 14 working days of us agreeing the amount.
- You get an itemised statement of what you paid, any deductions, and the refund.
- We don't charge a fee for processing refunds.
8. Using the website
Browsing, requesting quotes and using the planning tools on momento.pkis free. There's nothing to refund for them.
9. Your legal rights
This policy doesn't limit your rights under the Sindh Consumer Protection Act, 2014 or any other law. If we can't agree, you can approach the Consumer Protection Court in Karachi.
Questions about this page? Email support@momento.pk or WhatsApp +92 334 222 6328.