Refund and Cancellation Policy

Pinnacle Agency Rwanda LTD | pinnaclerwanda.com | admin@pinnaclerwanda.com

1. About This Policy

This policy explains how cancellations, changes and refunds work for services provided by Pinnacle Agency Rwanda LTD ("Pinnacle", "we", "us"), registered with the Rwanda Development Board (RDB) and based at 16 KG 29 Ave, Rusenyi, Kinyinya, Gasabo, Kigali, Rwanda. It applies to all clients, including educational institutions, researchers, companies and individuals. By paying a deposit or signing a quotation, contract or invoice, you agree to this policy.

2. Quotations, Deposits and Payments

• Every project starts with a written quotation or contract that states the scope, price, timeline and payment schedule.
• Work begins only after the agreed deposit has been received and cleared.
• Standard deposit: 30% for event planning and wedding management, with the balance paid in the instalments set out in your contract.
• All prices are in Rwandan Francs (RWF) unless stated otherwise. Payments are accepted by Mobile Money, bank transfer or other methods we confirm in writing.

3. Event Planning and Wedding Management

3.1 Booking deposit

The booking deposit secures your date and our team's time. It is non-refundable once paid, but it is credited toward your total fee.

3.2 Cancellation by the client

The cancellation fee depends on how many days remain before the event date and is calculated on the total contract fee:

Any payments you have made above the amount retained will be refunded.

3.3 Third-party vendors and costs

Amounts we have paid or committed to third parties on your behalf, such as venues, caterers, decorators, rentals, photographers and transport, are non-refundable by Pinnacle and remain payable by you. Where a vendor offers a refund, we will pass it on to you, less any vendor charges.

3.4 Postponement

You may postpone once, free of charge, if you give at least 30 days' written notice and we are available on the new date. The booking deposit is carried over to the new date. Further postponements, or notice shorter than 30 days, may be treated as a cancellation and charged under 3.2, and vendor changes may cost extra.

3.5 Reduced scope

If you reduce the guest count or remove services after signing, fees are not reduced for the removed items once the relevant vendors or team members have been booked. Reductions requested more than 30 days before the event will be adjusted where possible.

3.6 Cancellation by Pinnacle

If we must cancel or cannot deliver the agreed services for reasons within our control, we will refund all fees paid for services not performed and help you find a suitable replacement where possible.

4. Training and Online Courses

• You may request a full refund within 7 days of enrolment, provided you have accessed no more than 20% of the course content.
• After that period, or once more than 20% has been accessed, course fees are non-refundable.
• If a live session is cancelled by us, we will reschedule it or refund the affected portion of the fee.

5. Public Events and Online Ticket Payments

This section applies to events that Pinnacle organizes and promotes on pinnaclerwanda.com, where you buy a ticket or register and pay online.

5.1 Online payment

• Prices are shown in Rwandan Francs (RWF) and include the taxes we are required to charge, unless stated otherwise.
• Payments are processed by our third-party payment provider. Pinnacle does not store your full card details or Mobile Money PIN.
• Your booking is confirmed only when the payment has cleared and you have received a confirmation email or ticket. Keep it as proof of purchase.
• If you are charged but receive no confirmation, contact us within 7 days with your transaction reference and we will confirm or refund the payment.
• If you are charged twice for the same ticket, we will refund the duplicate payment in full.

5.2 If You Cannot Attend

Tickets and registrations cannot be cancelled and are not refunded. If you cannot attend, you have two options:

• Hold your payment: we keep your payment and apply it to the next Pinnacle event.
• Send a replacement: another person may attend in your place using your ticket.

You must tell us in writing at admin@pinnaclerwanda.com at least 7 days before the event, and name your replacement if you are sending one. After that, your payment cannot be held or transferred.

5.3 Cancellation, postponement or changes by Pinnacle

• Event cancelled by us: you will receive a full refund of the ticket price, including processing fees, or a credit for a future Pinnacle event if you prefer.
• Event postponed: your ticket stays valid for the new date. If you cannot attend, you may request a full refund within 7 days of the announcement.
• Changes to the programme: changes to the venue within the same city, speakers, performers or schedule do not entitle you to a refund if the event remains substantially the same.

5.4 Refund processing

Approved refunds are sent to the original payment method within 14 business days. Your bank or Mobile Money operator may need extra time to show the funds. Please contact us before disputing a payment with your bank so we can resolve it quickly.

5.5 Entry and conduct

We may refuse entry or remove a person whose behaviour is unsafe or disruptive. No refund is given in that case.

6. Force Majeure

Neither party is liable for failure or delay caused by events beyond reasonable control, including natural disasters, severe weather, government restrictions, public health measures, power or network outages, or civil disturbances. In such cases we will work with you to reschedule. If rescheduling is not possible, we will refund fees for services not yet performed, less non-recoverable costs already paid to third parties.

7. How to Request a Cancellation or Refund

1. Send a written request to admin@pinnaclerwanda.com, including your name, invoice or contract number, the service concerned and the reason for the request.
2. We will acknowledge your request within 3 business days.
3. We will review it and tell you the outcome within 7 business days of acknowledgement.
4. Approved refunds are paid within 14 business days, using the original payment method where possible. Bank or Mobile Money transaction fees may be deducted.

Cancellation dates are counted from the day we receive your written notice.

8. Disputes

We encourage you to contact us first so we can resolve any concern directly and fairly. If we cannot agree, the parties will first try mediation. This policy is governed by the laws of the Republic of Rwanda, and the courts of Rwanda have jurisdiction over any unresolved dispute.

9. Changes to This Policy

We may update this policy from time to time. The version in force when you signed your contract or paid your deposit applies to your booking.

10. Contact

Pinnacle Agency Rwanda LTD 16 KG 29 Ave, Rusenyi, Kinyinya, Gasabo, Kigali, Rwanda Email: admin@pinnaclerwanda.com Website: pinnaclerwanda.com