Drag Queens Agency (Roka Entertainment & Management Ltd) Refund Policy
This refund policy applies to all bookings made with Drag Queens Agency (operated by Roka Entertainment & Management Ltd, company registration 14412022) for drag queen entertainment services. We understand that unforeseen circumstances can arise, and this policy outlines the situations where a refund may be applicable.
Your Rights under UK Consumer Law
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day cooling-off period from the day you book a service (excluding the day of booking) to cancel your booking and receive a full refund.
There are some situations where a full refund may not be applicable:
- Events Less Than 14 Days Away: If your event is less than 14 days away from the booking date, the cooling-off period may not apply, and a refund may not be available.
- Corporate Bookings: Please see the specific terms for corporate bookings below.
- Bespoke Performances: If you have booked a bespoke performance tailored specifically to your needs, the cooling-off period may not apply. However, we will discuss refund terms with you clearly before confirming the booking.
- Performer Cancellation: In the rare event that the booked performer is unable to perform due to unforeseen circumstances, we will work diligently to find a suitable replacement. If a suitable replacement cannot be secured, we will offer you a full refund.
- Performance Issues: If the performer arrives on time and delivers the agreed-upon performance but you are unsatisfied for reasons beyond our control, a refund may not be available. However, we encourage open communication and will work with you to address any concerns.
Cancellation Fees
- Standard Bookings: If you cancel your booking outside the cooling-off period, a cancellation fee may apply. This fee will be based on the effort already invested in securing the performer and the proximity to the event date. The cancellation fee will be clearly communicated to you before you confirm your cancellation.
- Corporate Bookings: For corporate bookings, a cancellation fee will apply regardless of the notice period. This fee reflects the time and resources invested in casting drag artists to meet your specific requirements. The cancellation fee will be between 10% and 20% of the original booking cost or amount paid, depending on the complexity of the booking and the advancement made in securing the talent.
How to Request a Refund
To request a refund, please contact us in writing by emailing refund@dragqueens.co.uk. Clearly state your intention to request a refund and include your booking details.
Refunds Processing Time
Once we receive your refund request, we will review it based on this policy and applicable laws. If your request is approved, you will receive a full or partial refund (depending on the circumstances) within 30 days of our approval. The refund will be issued through the same payment method used for the original booking.
Disputed Payments and Chargebacks
We strongly encourage our clients to contact dragqueens.co.uk directly at payments@dragqueens.co.uk to seek resolution regarding any payment, service, or refund concern before initiating a dispute or chargeback with their bank or payment provider.
Consequences of Unjustified Disputes
By engaging our services and making a payment, the Client agrees that they will only initiate a chargeback or payment dispute if they believe a fraudulent transaction has occurred, or if all reasonable attempts to secure a legitimate refund directly from dragqueens.co.uk have failed, and they believe our stated policy has been breached.
In the event that a chargeback is initiated by the Client against a payment made to dragqueens.co.uk, and the chargeback is subsequently deemed by the payment processor or a legal authority to be frivolous, unwarranted, or filed in contravention of this published policy:
- Administrative and Bank Fees: The Client will be held liable for a non-negotiable Administrative Fee of £150.00, in addition to any and all fees levied against dragqueens.co.uk by our bank, payment gateway, or card issuer as a result of the chargeback or dispute process. These fees represent the time and cost required to respond to and resolve the dispute.
- Service Suspension: Should a chargeback be successfully reversed in our favour, the Client will be placed on hold, and no further services will be booked or supplied until the full payment, including the original service amount and all associated fees (as outlined in point 1), has been settled.
- Debt Recovery: Any outstanding balance arising from the reversal of a chargeback, including the original amount and all associated fees, that is not paid within 30 days of notification, will be referred to a third-party debt collection agency, and the Client will be liable for all additional costs incurred during the collection process.
Contact Us
If you have any questions regarding this refund policy or need assistance with requesting a refund, please don’t hesitate to contact us at payments@dragqueens.co.uk.
