Cancellations

All bookings require a deposit to secure your rental date. This deposit is non-refundable in the event of a customer cancellation, regardless of how far in advance the cancellation is made. If Timeless Occasions cancels your booking for any reason on our end — including equipment unavailability or unforeseen circumstances — you will receive a full refund of all amounts paid.

Weather Cancellations

If your event is cancelled due to weather conditions, we do not offer a refund — however, we will work with you to reschedule your rental to a new available date at no additional charge.

Damages

Rental equipment remains the responsibility of the customer from the time of delivery or pickup until the time of return or pickup by Timeless Occasions. If any rental item is damaged during your rental period, you will be charged the full replacement cost of that item. The condition of all equipment is inspected by Timeless Occasions upon return. Our determination of whether damage occurred during your rental period is final. Normal wear and tear is expected and will not be charged.

Late Returns

If equipment is not made available for pickup at the agreed time, or if the customer is unavailable at the scheduled pickup, additional daily rental charges will apply for each day beyond the original rental period. Please ensure someone is available at the pickup location at the agreed time to avoid additional charges.

Wrong or Missing Items

If you receive the wrong item or an item is missing from your order, please contact us as soon as possible. We will make it right — either by replacing the item if stock is available, or by issuing a refund for that item if a replacement cannot be arranged.

Equipment Issues on the Day of Your Event

If any rental item is defective or not functioning as expected on the day of your event, please contact us within a reasonable time of delivery. We will arrange a replacement if one is available. If a replacement cannot be provided, a full refund will be issued for the affected item.

How to Contact Us

To report an issue, request a date change, or ask about your order, please reach out via any of the following:

Email: timelessoccasions.yyc@gmail.com
Call or text: 778-883-4139

Refunds, where applicable, are processed back to the original payment method. Processing times vary depending on your payment provider.

Same Policy for All Orders

The same terms apply whether your order was delivered and installed by our team or collected via self-pickup from our Airdrie location.