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 customercare@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.
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 customercare@dragqueens.co.uk.
