Refund Policy
Overview
At Muse Gala, we are committed to providing a seamless and reliable rental experience. We understand that plans can change, and this policy outlines how cancellations, refunds, and booking issues are handled across the platform.
All bookings are subject to availability, and in some cases, may involve third-party lenders. Muse Gala manages all transactions and support to ensure a consistent and fair experience for both customers and lenders.
Customer Cancellations
More than 14 days before your rental start date
You may cancel your booking. A partial refund will be issued, excluding any platform, payment processing, or service-related fees.
Within 14 days of your rental start date
Cancellations are not guaranteed. Requests must be submitted to our team and will be reviewed on a case-by-case basis.
We encourage customers to review booking details carefully before confirming their order.
If your booking cannot be fulfilled
In the rare event that a lender is unable to fulfil your booking (for example, due to damage or availability issues):
- Muse Gala will first attempt to source the same or a similar item from another lender.
- If a suitable replacement is not available, you will receive:
- a full refund, or
- an alternative solution offered by our team.
Delivery & Timing issues
If your item:
- does not arrive within the expected timeframe, or
- is significantly delayed.
Eligibility for a refund will be based on courier tracking and delivery confirmation.
You may be eligible for:
- a full refund, or
- another resolution determined by Muse Gala.
Customers must notify Muse Gala as soon as possible. All claims are subject to verification using courier tracking data and delivery records.
Refund Processing
- Refunds will be issued to your original payment method.
- Processing times may vary depending on your payment provider.
Non-Refundable Fees
The following are generally non-refundable:
- Platform/service fees
- Payment processing fees
- Shipping costs (once fulfilled)
Disputes & Support
If there are any issues with your order, customers must contact Muse Gala directly.
We do not facilitate direct dispute handling between customers and lenders. All cases are reviewed and resolved by the Muse Gala team to ensure fairness, consistency, and quality control.
Policy Enforcement
Muse Gala reserves the right to:
- Review all cancellation and refund requests
- Determine appropriate outcomes based on the situation
- Update this policy where required
Final Note
By placing a booking through Muse Gala, you agree to the terms outlined in this Refund Policy.