Refund and Cancellation Policy

This Refund and Cancellation Policy applies to ticket bookings, design services, custom print products, and hardware solutions purchased through Nebula Creative Limited (“we,” “us,” or “our”) via nebula.ie or associated digital channels.

1. Santa’s Grotto Ticket Bookings

Non-Refundable Purchases: Once tickets are purchased, all bookings are strictly non-refundable except under the specific emergency conditions outlined below.
Rescheduling via Booking System: Date and time changes for your booking may be permitted, subject to availability. All rescheduling must be managed directly by the user through our online booking system on nebula.ie.
Severe Weather Policy: We do not issue refunds or permit cancellations for general rain, cold weather, or lower-level weather alerts (such as Met Éireann Status Yellow or Status Orange warnings).
Site Closure & Status Red Warnings: Refunds will only be considered if the site is forced to officially close due to severe weather or unforeseen emergency conditions—specifically including instances where Met Éireann issues an official Status Red Weather Warning covering the event region or county.
Rescheduling vs. Refund: In the event of an official site closure due to a Status Red Warning or severe incident, we will first attempt to facilitate rescheduling to an alternative date via the online booking system. If rescheduling is not possible or the event cannot resume, a full refund will be provided.
Refund Method: Any approved refunds will be processed exclusively to the original credit/debit card used for the booking.

2. Design & Print Services

A. Custom Goods Exemption (No Right of Withdrawal)

In accordance with Irish and European Union Consumer Protection Law (including Section 113 of the Consumer Rights Act 2022 and Article 16(c) of the EU Consumer Rights Directive), the standard 14-day right of cancellation or “cooling-off” period does not apply to goods made to the customer’s specifications or clearly personalised items.

Once an order for design or print services has been placed and work or production has commenced, it cannot be cancelled, and no refunds will be granted for a change of mind.

B. Proofing & Client Approval Responsibility

Digital Proofs: Prior to printing, we provide a digital proof for your review. It is the sole responsibility of the client to thoroughly check all proofs for errors, including but not limited to spelling, grammar, layout, colour choices, dimensions, image resolution, and contact details.
Final Approval: Once you approve a proof (in writing, via email, or through our digital portal), Nebula Creative Limited accepts no liability for any errors present in the approved proof.
Reprints: Any errors identified after proof approval will require a new order at the client’s expense.

C. Timelines, Lead Times & Liability

Estimated Turnarounds: Any production, design, or delivery timelines provided by us are estimates only and do not constitute a contractual guarantee or deadline unless expressly agreed upon in writing by an authorised representative of Nebula Creative Limited.
Client Delays: We are not liable for project delays caused by client inaction or delays on the client’s part, including but not limited to late provision of assets, artwork, content, delayed proof approvals, or delays in making required payments or deposits. Production timelines will be adjusted accordingly following receipt of all pending approvals or payments.
Third-Party & Courier Delays: We accept no liability or financial responsibility for direct, indirect, or consequential losses, missed deadlines, or event disruptions caused by courier delays, customs holds, severe weather, or events outside our reasonable control.

D. Production Variations & Colour Matching

Due to the technical nature of printing:

Colour Accuracy: On-screen colours (RGB) differ from printed colours (CMYK). We cannot guarantee an exact match to colours as displayed on your monitor or phone screen.
Tolerances: Minor variations in trimming, cutting, and colour tone across different print runs or substrates are inherent to the printing process and do not constitute a manufacturing defect.

E. Defective Goods & Statutory Rights

While “change of mind” refunds are excluded, your statutory rights remain protected:

Defect Claims: If a physical print item is delivered damaged or contains a genuine manufacturing/printing defect caused by us, you must notify us in writing at support@nebula.ie within 7 calendar days of delivery, providing photographic evidence of the issue.
Remedies: If an item is deemed defective or non-conforming upon inspection, we reserve the right to remedy the issue by offering a replacement/reprint at no additional charge. Where a reprint is not feasible, a full or partial refund for the defective portion will be issued.
Return Authorisation: Do not return physical items without prior written authorisation from Nebula Creative Limited. Where a physical return is requested, instructions will be provided upon approval.

3. Hardware Services (Kiosks, Interactive Displays & Digital Screens)

A. Returns & Order Cancellations

Standard Stock Units: Orders for standard, off-the-shelf hardware units (kiosks, screens, mounts) may be cancelled prior to dispatch. Following dispatch, unused hardware in its original, unopened packaging may be returned within 14 calendar days of delivery, subject to a 15% re-stocking fee. The client is responsible for safely returning the hardware at their own expense.
Customised & Configured Hardware: Hardware that has been custom-built, branded, vinyl-wrapped, or pre-configured with bespoke software or enclosures is classed as custom-made and is non-cancellable and non-refundable once production or customisation has commenced.

B. Inspection on Delivery & Transit Damage

Delivery Inspection: Hardware must be inspected immediately upon arrival. Any visual damage to outer packaging, transit damage, or missing components must be noted on the courier delivery note and reported in writing to support@nebula.ie within 48 hours of delivery.
Failure to Report: Failure to report transit damage within 48 hours invalidates courier claims and may result in the rejection of replacement or repair claims.

C. Warranties & Hardware Defects

Manufacturer Warranty: All screens, kiosks, and hardware units are backed by the respective manufacturer’s warranty (or a standard 12-month return-to-base warranty provided by Nebula Creative Limited where applicable) covering internal electrical or component failures.
Warranty Exclusions: Warranty coverage strictly excludes defects or failure caused by:
- Physical damage, drop impact, vandalism, or improper installation not performed by Nebula Creative Limited or our approved third parties.
- Power surges, liquid spills, atmospheric/weather exposure outside device IP ratings, or improper electrical wiring.
- Unauthorised hardware modifications, tamper-seal breaches, or third-party software installations.

D. Software Integration & Network Liability

Connectivity & Third-Party Software: Where hardware utilizes local Wi-Fi, Ethernet networks, or third-party content management systems (CMS), Nebula Creative Limited is not responsible for hardware downtime or screen outages caused by client network failures, internet service disruptions, or third-party software updates.

4. Contacting Us

If you have any questions, concerns, or inquiries regarding this Refund and Cancellation Policy, please reach out to us:

Email: support@nebula.ie
Online: Contact form available at nebula.ie

This document was last updated on September 18, 2026.