1. Purpose

Fishers Entertainment and Events Ltd is committed to providing high-quality entertainment, event management, media production, and merchandise. This Returns and Refund Policy outlines the terms under which refunds, cancellations, exchanges, and returns are handled for our services and products.

2. Services Covered

This policy applies to all services offered by Fishers Entertainment and Events Ltd, including but not limited to:

1. Event Planning and Management

2. Photography and Videography

3. Livestreaming Services

4. Public Address (PA) System Hire

5. DJ and MC Services

6. Live Band Performances

7. Stage, Lighting and Sound Equipment Hire

8. Event Décor Services

9. Music Production

10. Film and Documentary Production

11. Music Academy Training

12. Consultancy Services

3. Merchandise Covered

This policy also applies to merchandise sold by Fishers Entertainment and Events Ltd, including:

1. Branded apparel (T-shirts, Hoodies, Caps)

2. Event souvenirs

3. Promotional items

4. Music albums and media (where applicable)

5. Printed materials

6. Other branded products

4. Booking Deposits

A booking is confirmed only after payment of the agreed deposit.

1. Deposits secure the event date and resources.

2. Booking deposits are generally non-refundable, except where Fishers Entertainment and Events Ltd cancels the engagement or as otherwise agreed in writing.

3. Deposits may be transferred to a new event date subject to availability and mutual agreement.

5. Service Cancellations

5.1 Cancellation by the Client

If a client cancels a confirmed booking:

1. More than 30 days before the event: Any payments made beyond the non-refundable deposit may be refunded, less expenses already incurred.

2. 15–30 days before the event: Up to 50% of the total amount paid (excluding the deposit and documented costs already incurred) may be refunded.

3. Less than 15 days before the event: No refund will normally be issued because preparations, staffing, and resource allocation have already been completed.

5.2 Cancellation by Fishers Entertainment and Events Ltd

If we are unable to provide the agreed service due to circumstances within our control:

1. Clients will receive a full refund of amounts paid for the affected service; or

2. We may offer an alternative service provider or reschedule the service with the client’s agreement.

Fishers Entertainment and Events Ltd is not liable for indirect or consequential losses arising from such cancellation.

6. Event Postponement

If an event is postponed:

1. Payments may be transferred to the new event date, subject to availability.

2. Any additional costs resulting from the postponement may be payable by the client.

3. Where rescheduling is not possible, refunds will be considered in line with this policy and the applicable service agreement.

7. Refunds for Services

Refunds may be considered where:

• We fail to deliver the contracted service without a valid reason.

• The service provided materially differs from the signed agreement.

• Both parties mutually agree to terminate the service before completion.

Refund requests must be submitted in writing within 7 days after the scheduled event or service date.

Approved refunds will normally be processed within 14–30 business days, depending on the payment method and financial institution.

8. Merchandise Returns

Customers may request a return or exchange if:

• The item received is defective.

• The wrong item was supplied.

• The product arrived damaged.

• The product has a manufacturing defect.

Returned items must:

• Be returned within 14 days of delivery or purchase.

• Be unused and in their original condition.

• Include original packaging, labels, and proof of purchase.

9. Non-Returnable Merchandise

The following items cannot normally be returned:

• Customized or personalized products.

• Digital downloads.

• Opened media where return is restricted by law.

• Clearance or sale items marked as non-returnable.

• Products damaged through misuse or improper handling by the customer.

10. Exchanges

Eligible merchandise may be exchanged for:

• The same product.

• Another product of equal value.

• A higher-value product upon payment of the price difference.

Exchanges are subject to product availability.

11. Damaged or Incorrect Orders

If you receive damaged, defective, or incorrect merchandise, please notify us within 48 hours of receipt and provide:

• Your order number.

• Photographs showing the issue.

• A brief description of the problem.

We will assess the claim and, where appropriate, arrange a replacement, exchange, or refund.

12. Refund Method

Approved refunds will be made using the original payment method whenever possible. Where this is not practical, an alternative refund method may be agreed with the customer.

13. Force Majeure

Fishers Entertainment and Events Ltd shall not be liable for delays or failure to perform services due to events beyond our reasonable control, including but not limited to:

• Natural disasters

• Floods

• Fire

• Government restrictions

• Public health emergencies

• Civil unrest

• Power outages

• Severe weather conditions

• Equipment failure beyond reasonable control

Where possible, services will be rescheduled by mutual agreement.

14. Contact Us

For cancellation requests, returns, exchanges, or refund inquiries, please contact:

Fishers Entertainment and Events Ltd

• Email: info@fishers.co.ke

• Mobile: +254 769 126 393

• Office Address: Florida House, Room 206, Opposite Absa Bank, Busia Town, Kenya

• Business Hours: Monday – Friday; 8:00 a.m – 5:00 p.m (EAT)

• Website: co.ke

Acceptance of This Policy

By booking our services or purchasing merchandise from Fishers Entertainment and Events Ltd, you acknowledge that you have read, understood, and agreed to this Returns and Refund Policy.