Terms and Conditions

Effective as of: September 22, 2025

These Luftle Terms and Conditions form a binding legal agreement. By using our website luftle.com and our services, you agree to comply with and be bound by the following comprehensive policies. This document ensures transparency, protects both you and Luftle, and provides clarity on all responsibilities. Please read these terms carefully before booking.

1. Introduction to the Luftle Terms and Conditions

This agreement of Luftle Terms and Conditions applies to all bookings and purchases made with Luftle, whether through our website, WhatsApp, phone, or any other platform. By engaging with Luftle, the client acknowledges that they have read, understood, and agreed to abide by these terms fully.

2. Services Offered

Luftle specializes in providing balloon decoration, flower decoration, and other event styling services. Service availability may vary by location and client requirements, as detailed in our service agreements which fall under these overall Luftle Terms and Conditions.

3. Bookings & Payments under these Terms and Conditions

• Booking Confirmation: All bookings are confirmed only after the receipt of an advance payment. Without this, Luftle cannot guarantee the booking slot as per our terms.
• Official Payment Channels: To ensure security, customers must make payments via our official portal. For more on secure online payments, you can refer to resources from the Reserve Bank of India (RBI).
• Direct Payments to Staff: Direct payments to staff are strictly prohibited. Luftle is not responsible for payments made to unauthorized individuals. This policy is a core part of the Luftle Terms and Conditions to prevent fraud.
• Balance Payment: The remaining balance, if any, must be cleared before or on the day of the event, as per the agreement at the time of booking.
• Taxes & Extra Charges: All prices are inclusive/exclusive of GST as applicable. Any last-minute customizations or add-ons requested during setup will be charged extra and must be paid for instantly.
• Fraudulent Transactions: In case of any suspected fraudulent or unauthorized transactions, Luftle reserves the right to hold or cancel the booking until verification is complete.
• Payment Screenshots: For transparency, clients should only share payment screenshots with staff *after* completing their transaction on our official payment portal.

4. Official Communication Channels

• Official Contact Details: Clients must only use the contact details listed on Luftle’s official website: luftle.com/contact. Do not trust third-party websites, listings, or unverified numbers.
• Official Email: Luftle communicates only through email addresses ending with @luftle.com or @luftle.in. Any other email domains are not official and must not be trusted.
• Official WhatsApp: Clients must only interact with Luftle’s Official Verified WhatsApp Business account for bookings and support.
• Disclaimer: Luftle will not be responsible for any fraud, loss, or miscommunication that occurs as a result of contacting unofficial sources.

5. Invoices & Proof of Payment

• Invoices are automatically generated and shared with clients within 5–10 minutes of a successful payment.
• If an invoice is not received, clients can request a soft copy via our official WhatsApp or email.
• The invoice serves as a valid proof of payment and service confirmation. It must be retained by the client for any future communication or claims.

6. Cancellation & Refunds

Our cancellation policy is a crucial component of the Luftle Terms and Conditions.

• Advance booking amounts are partially or fully non-refundable due to immediate resource allocation and scheduling.
• Cancellation 7+ days before the event: 100% refund of the total booking amount.
• Cancellation 3–6 days before the event: 80% refund of the total booking amount.
• Cancellation within 48 hours of the event: 50% refund will be processed.
• Partial Cancellation: If a customer cancels a part of the booked package (e.g., reducing the number of balloons or items), the balance amount for the cancelled portion will not be refunded. However, adjustments to the decoration may be possible.
• Rescheduling: In case of unavoidable emergencies, clients may request to reschedule. Luftle will accommodate such requests subject to availability and at its discretion.
• Cancellation by Luftle: In the rare event that Luftle cancels a booking due to unavoidable reasons (e.g., natural disaster, city-wide strike, staff unavailability), the customer will receive a 100% refund or a free rescheduling option, as per our fair practice commitment within these terms.

7. Customer Responsibilities

• Accurate Information: Clients must provide accurate and complete details about the venue, date, time, floor/flat number, contact person, access permissions, and availability of a power supply.
• Venue Access: Providing safe and clear access to the decoration area is the client’s responsibility. Any delays caused by restricted access may affect the setup timeline.
• Basic Amenities: Clients must ensure that required items such as a stable ladder or stool are available at the venue for the setup team, if needed.
• Customized Products: Payments made for customized products (e.g., printed balloons, custom photo backdrops, personalized LED props) are strictly non-refundable, even if the event is cancelled.
• Respectful Conduct: Clients and their guests are expected to behave respectfully with Luftle staff. Any misbehavior, verbal abuse, or harassment may result in immediate termination of services without a refund.

8. Decoration Props & Rentals

• Ownership: All props (such as ring setups, neon letters, backdrops, stands, etc.) are the property of Luftle and are provided on a rental basis unless explicitly sold.
• Client’s Responsibility: These items must be safeguarded by the client from the time of setup until they are dismantled and collected by our team.
• Damages or Loss: If any props are lost, stolen, or damaged while in the client’s custody, the client will be held financially responsible for the repair or replacement cost.
• Collection: Luftle staff will return to collect the rental items post-event at a pre-agreed time. Clients are requested to cooperate in handing them back safely.

9. Staff Verification & Conduct

• Authorized Personnel: Only Luftle’s official, uniformed, or authorized staff members are permitted to execute services.
• ID Verification: For safety, clients have the right to demand and check the official Luftle ID card before allowing any staff member inside the venue. The staff member’s name can also be verified via our customer support.
• Reporting Misconduct: If any staff member misbehaves or acts unprofessionally, the client must immediately report the incident to Luftle’s official support number for strict action.
• Unauthorized Access: Luftle is not responsible for any issues arising if unauthorized individuals gain access to the venue due to a lack of verification by the client.

10. Client & Guest Conduct

• Clients are responsible for ensuring that their children, guests, or other attendees do not damage, tamper with, or interfere with the decorations during or after the setup.
• Any intentional or accidental damage to the decorations or props caused by guests or children will be charged to the client.

11. Outdoor & Rooftop Decorations

• For rooftop or open-air decorations, Luftle may advise on suitable timings to avoid adverse weather conditions (e.g., strong wind, direct sun, rain) that can damage balloons and decor.
• If the client insists on proceeding with the decoration at unsuitable timings despite our advice, Luftle will not be responsible for any resulting issues, such as balloons popping, colors fading, or decor being displaced. The risk in such cases lies entirely with the client.

12. Travel, Logistics & Delays

• Luftle staff travel using various modes of transport. While we strive for punctuality, unforeseen delays may occur due to traffic, weather, or road issues. We appreciate your patience in such situations.
• If any decoration material is damaged in transit, Luftle will replace or adjust it. This may require minor timing adjustments for the setup.

13. Balloon Handling Policy

• Balloons are fragile items. A small number of balloons popping naturally during setup or during the event is considered normal and is not a service defect.
• If children or guests take balloons from the decoration, those balloons are considered part of the total count delivered. No replacements will be provided for balloons taken by attendees.

14. Liability & Damages

• Luftle is not liable for any indirect, incidental, or consequential damages arising from our services.
• Our total liability, if proven, is strictly limited to the amount paid by the client for the specific service in question, as clearly stated in these Luftle Terms and Conditions.
• Luftle bears no responsibility for damages or service failures that occur due to an unsafe venue, client negligence, or interference from third parties.

15. Coupons, Discounts & Offers

• Coupons and discounts apply only to eligible services as specified in the offer details.
• Only one coupon may be applied per booking unless explicitly stated otherwise.
• Luftle reserves the right to cancel, modify, or withdraw any offers at any time without prior notice.

16. Photography, Media & Social Media Use

• Luftle reserves the right to capture images and videos of our decoration setups for use on our website, social media platforms, and other marketing materials.
• Clients who do not wish for their decoration photos to be used can inform us before the event. Alternatively, they can request the removal of images within 7 days of posting.

17. Environmental & Balloon Disposal Policy

• The post-event disposal of balloons and other decoration waste is the client’s responsibility.
• Luftle promotes eco-friendly practices and can guide clients on safe and responsible disposal methods, but we do not provide waste collection services.

18. Substitutions, Overtime & Extra Services

• Substitutions: If a specific decoration item is unavailable, Luftle reserves the right to substitute it with an alternative item of equal or higher value to maintain the quality of the setup.
• Extra Services: Any additional requests made on the day of the event will be treated as extra services and will be charged accordingly.
• Overtime Charges: If Luftle staff are required to wait beyond the agreed schedule due to delays caused by the client, additional waiting/overtime charges may apply.
• Minimum Order Value: A minimum order value may be applicable for certain locations or specific services.

19. Intellectual Property & Third-Party Logos

• All logos, text, designs, and media on the Luftle website and materials are the intellectual property of the company and cannot be reproduced without written permission.
• Logos of hotels, partners, or other brands displayed on our platforms are the property of their respective owners. They are used for representational or partnership purposes only, and Luftle claims no ownership over them.

20. Physical Products, Warranty & After-Sales

• No Replacement Policy: All physical products sold by Luftle (e.g., DIY kits) are non-replaceable unless they are covered under a specific warranty.
• Marketplace Purchases: For products purchased via Amazon, Flipkart, Meesho, or other marketplaces, any payment or refund issues must be resolved directly with that platform.
• Warranty & Support: All warranties and after-sales support for products sold directly by Luftle will be handled by our support team.
• Delivery Timelines: Luftle is not liable for shipping delays caused by courier companies, adverse weather, or other logistics partners.
• Damaged Products: Any damage to a delivered product must be reported within 24 hours of delivery, accompanied by clear photo or video proof.

21. Governing Law & Jurisdiction for Luftle’s Terms and Conditions

These Luftle Terms and Conditions are governed by the laws of India. Any disputes arising from these terms or our services will fall strictly under the exclusive jurisdiction of the courts of Delhi, India.

For questions regarding the Luftle Terms and Conditions, contact us at feedback@luftle.com.