Cancellations & Complaints

Last updated: August 2026

1. Who to contact

For anything platform-related — an enquiry, a quote, a booking you're unsure about, or a concern about a provider — contact [email protected] first. That's the quickest way to get help, and we can point you to the right next step even if the issue sits with your provider rather than with us.

2. Who is responsible for your booking

Once you confirm a booking, the named provider is responsible for delivering the physical event — the tables, staffing, setup and pack-down described in your quote. Magic Special Events Australia coordinates the enquiry, the quote process and the booking confirmation, and remains available to help if things don't go to plan.

3. How to cancel or change a booking

If you need to cancel or change a confirmed event, do two things:

• Contact your confirmed provider directly, following the cancellation or change process set out in their own booking terms.
• Let the Platform know as well, at [email protected], so we have a record and can help if anything doesn't go smoothly.

Providers typically ask for a minimum amount of notice for cancellations or date changes, and may apply their own fees closer to the event date — these are set individually by each provider and confirmed at the time of booking, so please check your booking confirmation or ask the provider directly for the specifics that apply to you.

4. Reporting a problem with a provider

If an event didn't go as described, or a provider didn't deliver what was agreed, tell us at [email protected]. To help us look into it quickly, please include:

• Your booking details (event date, location and the provider's name)
• A description of what happened
• Photos, if relevant and available

5. Response times

We aim to acknowledge every message to [email protected] within 2 business days. Depending on the issue, we may need to follow up with the provider before we can give you a full answer — if that's the case, we'll let you know what to expect next.

6. Escalation

If a concern isn't resolved directly with your provider, let us know and we'll review it. Depending on what we find, this can include following up with the provider on your behalf, and — where appropriate — suspending a provider from the Platform while a concern is looked into or afterwards.

Questions about this page can be sent to [email protected] at any time.