Terms of service.
1. Booking & Payment
• A 50% non-refundable deposit is required to secure your booking and confirm your date.
• The remaining balance is due 7 days prior to your event. If payment is not received, Pillar & Flame reserves the right to cancel your service without refund.
• All deposits are non-refundable under any circumstance. This includes cancellations due to client schedule changes, weather, or venue complications.
2. Travel & Delivery
• We offer complimentary delivery and pickup within 30 miles of our base location.
• For events located 30–70 miles away, a flat $75 travel fee applies.
• For events beyond 70 miles, a custom travel quote will be provided.
• If the event location changes, we will try our best to accommodate your update, but additional travel or coordination fees may apply depending on distance and logistics. We may also require an alternate date or time if availability is impacted.
3. Cancellations
• All deposits are non-refundable.
• Cancellations made less than 7 days before the event may still be held responsible for the remaining balance.
• Pillar and Flame reserves the right to cancel service at any time due to unsafe conditions, logistical conflicts, or client misrepresentation. No refunds will be issued if cancellation is due to a breach of terms.
4. Rescheduling
• You may request one complimentary reschedule if it is made at least 14 days before your event, pending availability.
• Rescheduling within 14 days of your event, or requesting more than one change, will result in a 15% reschedule fee based on your remaining balance.
• All deposits remain non-refundable but will be applied to your new date if rescheduled within our availability window.
5. Venue & Safety Requirements
• Clients are solely responsible for confirming with their venue whether open flames or LED candles are allowed.
• We are not liable for any venue policies that prohibit our decor or staging services. Refunds will not be issued due to venue restrictions.
• LED candle options are available and recommended in venues with strict policies.
6. Rental Responsibility
• All rental items must be returned or picked up in original condition.
• Lost, broken, stolen, or damaged items will incur a full replacement fee.
• You are responsible for ensuring guests or vendors do not tamper with or move candlelight setups unless approved by Pillar & Flame.
7. Right to Refuse or Terminate Service
Pillar and Flame reserves the right to:
• Cancel or withdraw from any event due to unsafe conditions, venue conflicts, uncooperative vendors or clients, or last-minute logistical changes.
• Refuse service if the setup environment is deemed unsuitable or hazardous (e.g., extreme wind, no setup access, hostile guests, fire hazards).
• Leave the event site if our property is at risk or if we feel our team’s safety is compromised. In such cases, no refund will be issued.
8. Force Majeure / Acts of God
Pillar and Flame is not responsible for delays, cancellations, or inability to perform services due to circumstances beyond our control, including:
• Natural disasters
• Government shutdowns or curfews
• Severe weather (e.g., wind, fire warnings, flooding)
• Transportation delays
• Power outages or public safety emergencies
• Pandemics or public health orders
• Strikes, protests, or acts of terrorism
We will offer rescheduling or credit where possible, but refunds are not guaranteed.
9. No-Show or Venue Access Issues
• If we arrive and are unable to access the venue or setup area within 30 minutes of the agreed setup time, a $75 late access fee will be charged.
• If setup is not possible due to no access, the booking will be treated as a cancellation without refund.
10. Design Direction & Expectations
• We do our best to match your inspiration, but exact replication is not guaranteed.
• Final layout, staging, and candle placement will be left to our team’s artistic discretion unless otherwise discussed in writing.
• We reserve the right to make on-site adjustments based on space, lighting, or safety.
11. Last-Minute Changes
• Any changes to table count, layout, candle quantity, or color requests must be submitted at least 72 hours before the event.
• Last-minute adjustments, if accepted, may incur a rush fee starting at $50 depending on complexity and availability.
12. Photo Use & Marketing Rights
• We reserve the right to photograph our setups and use them for marketing, social media, and promotional content.
• If you’d prefer your event not be shared, you must email us in writing before your event date to opt out.
13. Client Cooperation
• Clients must maintain timely and clear communication throughout the planning process.
• Inaccurate or withheld information (e.g., incorrect table count, lack of venue access, surprise vendors) that impacts our ability to deliver will void our responsibility to perform and may result in a forfeited booking.
14. Agreement to Terms
By submitting payment and confirming your booking, you acknowledge that you have read, understood, and agreed to these Terms & Conditions in full.
Failure to read the terms does not exempt you from them.