Your Existing My Ultimate Hens Booking
Your event is now booked and confirmed - how exciting! We know that there are lots of logistics involved in planning and hosting an incredible hens event - and we are here to help you navigate them.
It's time to grab a glass of bubbly and get scrolling!
Take some time to familiarise yourself with the next steps, some answers to questions that might pop up along the way, and how you go from having a newly confirmed booking...all the way through to kicking up your heels with the bride to be!
General Questions
General FAQ's About Your Event
Welcome to our General Frequently Asked Questions section about your existing booking! Here, we have compiled a list of the questions by our customers and clients. We understand that when it comes to your booking and how all of the logsitics work around planning a hens, you may have a lot of questions! That's why we've created this section to provide you with the answers and information you need!
Where can I find the Invite Templates, Printables and Game Ideas?
You can find them right
here!
Why am I hearing from someone new at My Ultimate Hens?
At My Ultimate Hens we have two specialised teams! We have our enquiry team and our bookings team. Our enquiry team are our event planners and dreamers – they will work with you to create the perfect package based on your vision for the event – to chat you through all of the fun and sparkle that makes up the night you are booking and go through ideas and back and forth to create your package experience. Once you have confirmed your booking, you are then lovingly handed over the our bookings team. Our bookings team are our logistics masters! They are our senior event planners who prepare the runsheets, documents, confirmations and bookings for your event – that makes sure everything runs smoothly on the night, that all the providers are booked and they are there to help with any questions regarding your event and its finalisation. That is why you are now hearing from a new person – you have progressed over to the bookings team to make the magic happen!
Who is the best person to contact about my booking?
Have a browse through this resource and the additional links provided here, as many of the questions you may have about your booking will be answered here - and that way you don't need to wait to hear from us! If you need us, the best person to contact is a member of the bookings team! You can contact them via email at fun@myultimate.com.au
Do you cater for dietary requirements?
With the exception of Magic Men bookings, if your package includes food, we do our utmost to ensure our vendors can cater for basic dietary requirements. Please be aware that each vendor has different menus and kitchen preparation areas, so these may vary. If you have questions about your specific vendor, please get in touch to confirm. Basic dietary requirements may include Gluten Free, Vegan, Vegetarian, Pescatarian, Dairy Free and Pregnancy (no raw foods etc). You will need to provide a list of peoples names and their dietary requirements on your Final Numbers Due Date for us so that we can pass these on to the vendors involved so that they can prepare in advance. Any dietary requirements that need to be discussed depending on the vendors ability to cater for them, will be done prior to the event date when your requirements are submitted to us.
Do you have options for Pregnant Guests or Non Drinkers?
Yes! We can cater for pregnant guests and non drinkers with a non alcoholic alternative. This depends what you have booked as part of your package. Note that the price for your My Ultimate Hens package remains the same for drinkers and non drinkers. If a beverage package or cocktail making class is included in your package, non drinking guest are welcome to enjoy non alcoholic versions of the cocktails shown in the class. If you have a beverage package, these typically include soft drinks as part of this, therefore meaning any non drinking guests are welcome to consume these as the non alcoholic alternative. If your booking includes an arrival bubbly per person, you can either have the bar staff make one less bubbles on the day for the person who is not drinking, or you can have the non drinking person still receive their glass of bubbly and gift it to the hen!
What is a Hens Booking Information Document?
When your event is confirmed with us, through the paying of your deposit, you will receive a Hens Booking Information Document. This is a PDF that is sent to you via email. This document includes really important info about your booking so please set aside some time to read it carefully. It includes your booking number, which you will need to keep handy whenever you are contacting us about your booking - it also includes the price per head and the minimum number of guests required (and therefore the minimum spend attached to the package you have booked). It also includes a details runsheet of each element of your booking, what is happening and when. In the Additional Information column of the runsheet section, you will also find specific information relating to each option you have booked, including things like addresses, logistical information and so on. This Hens Booking Information Document also includes vital info regarding your Final Numbers Due Date and how the process works now that your booking is confirmed with us. Please ensure that you read the document end to end so that you can be across all the details of your event.
What is a Hens Booking Confirmation Document?
Your Hens Booking Confirmation Document is your ticket to party! It is the PDF we send you the Wednesday prior to your event taking place. It contains the finalised details and everything you need for the night. The runsheet includes exact details on where to be and when, what is happening each step of the way and all the logistical info you need to be aware of. The confirmation also includes a section with each vendors direct contact details, so you have direct access to the people running your event on the day. You will need to take a physical copy of your Hens Booking Confirmation with you on the night, and show it to the vendors as you arrive to the different elements of your package. If you do not have access to a printer, Officeworks offers a printing service nationally.
Can you send me my Hens Booking Confirmation Document early?
Sorry, no! We are working together with all of the logistical 'cog wheels' that go into the smooth running of our events - including yours and other clients events, that often interchange with each other in terms of logistics like staffing, transport, catering, timing, event planning, venue Covid Safety plans, turn around times etc. This is why we send you your final runsheet in your Hens Booking Confirmation Document the Wednesday prior to your event. Rest assured that the runsheet and details that appear on your Hens Booking Information is an accurate record of what you have booked and how your booking will run, so until you receive your Hens Booking Confirmation Document you will be able to use your Hens Booking Information Document to read the logistics and timing of your event.
What happens if it is forecast to rain on the day of my event?
We always recommend strongly considering whether an outdoor event is suitable for your group prior to booking in. Events including options such as boat cruises, barefoot bowls, rooftop bars and other outdoor experiences can be affected by weather however please note that under no circumstances will there be a refund offered if your event can go ahead safely whether it is raining, windy or otherwise. In the very rare circumstance where there is a government mandated directive to stay inside your home as a result of an emergency weather event or tornado warning etc - we will contact you regarding the cancellation of your event and crediting your deposit towards a later date where it is safe to proceed. There is no need to contact us to clarify whether your event can proceed as a result of weather, as we will be in contact with you in the extremely rare case this occurs. Please ensure you check the weather forecast on the morning of your event, and dress appropriately or bring an umbrella if necessary. Our events go ahead rain, hail or shine.
If my package includes a topless waiter, stripper or life drawing model, can I pick the guy?
Great question - you can see further info about this
here.
I don't know the exact pick up or drop off location for the transport I have booked. Can I provide this later?
Certainly! Please let us know with as much advanced notice as possible to avoid any issues. We must have all pick up and drop off locations by your Final Numbers Due Date. All transport pick ups must be within 10km of the central suburb of the city in which you're celebrating i.e. Surfers Paradise, Brisbane CBD, Sydney CBD, Melbourne CBD, Perth CBD or Adelaide CBD. Locations outside of these may incur additional fees or adjustments to timing.
I have a limousine or hummer in my booking, how many people will fit inside?
We can help with this! You can see further info about how this all works
here.
I want to add on accommodation to my hens party package, is this an option?
Yes you can! Our wonderful My Ultimate Hens accommodation is something so unique and fabulous, that we can't wait to share it with you. You have the option of adding on accommodation for some or all of the girls to your package! You can find out further information in the links below, or email our bookings team at fun@myultimate.com.au to find out more!
Just select the city that you are celebrating in below to find out more about how accommodation works and the options available!
Do you organise bucks parties as well?
I am worried about the numbers of people dropping out, what are my options?
We are so sorry to hear that people are dropping out. We have created a resource about this situation that you can find
here.
Can you organise complimentary nightclub entry for me?
Yes! We can! We have one nightclub we work with in each of our cities where you can provide you with doorlist entry complimentary. Note that this is subject to venue capacity and timeframes. If you would like to have complimentary nightclub entry added to your package, please place this request in writing to the bookings team via email.
Can I arrive early to my venue to set up?
Our venues, vessels, restaurant table bookings, private celebration rooms and apartments all operate on set timings. There is a whole logistical network that goes on behind the scenes of the events we plan, and each vendor has their own set timings and run sheets to keep up with on the day of your event. For this reason you are unable to have early access to set up - however the great news is that lots of our previous savvy bridesmaids have met with the group, had them take the hen for a quick cocktail or some photos a few minutes from your party location, whilst the other bridesmaids pop in ahead of the group and spend the first five minutes of the event decorating - easy!
Can I decorate?
Yes! You can. We ask that you bring things that will not require a cleaning fee - so things like confetti, pinatas filled with glitter, table scatters etc are a no go. Also please be aware that anything that may present a safety hazard like fire based decor is not permitted. Lots of groups bring things like mason jars filled with flowers, chair sashes, helium balloon bunches and that sort of thing, which are more than welcome!
Can we all be in costumes or bring things like penis straws?
The majority of the time, yes! On your Hens Booking Information Document that you received when you first booked in your event with us, there is a runsheet section. In this runsheet, there is a column called 'Additional Information' - if the vendor or venue that is included in your package does not allow hens paraphernalia or dressing up, this information will be specifically written in that section of your documentation. If it is not, you are of course free to theme the hens and dress up with things like sashes, penis straws, colours, retro etc, and to have the hen in a tiara and badge - that sort of thing - all part of the fun! We just require the group to be tasteful in their behaviour and not go OTT with the penis stuff if your event is at a public restaurant.
Does the hen go "free" like I have seen on some other websites?
We all know that there is no such thing as a free lunch! My Ultimate Hens put all of our energy into amazing packages and customer experience, not marketing gimmicks and "freebies" that aren't actually free. That's why we design our packages at a convenient per person cost. When booking, you have agreed to pay for each person, and the bride is included as one of these people. We don't advertise that the hen goes free, because we would rather you have the best value for your experience, it's as simple as that!
Buyer beware: sadly, what some companies do, is falsely inflate their prices to cover the hens cost in their retail rate, and then claim that ‘the hen goes for free!’ – be really careful with this type of hens party package – you will often end up paying more overall. Don’t let marketing tricks get in the way of ensuring your bestie has the night she deserves!
My event has some parts that are BYO, and some parts that are in a licensed venue. How do I navigate this?
Great question. When it comes to navigating the logistics of having some parts of your package as BYO and others where you are not allowed to BYO, this can be a bit of a tricky one. Luckily, many of our savvy groups have navigated this successfully in the past - what we recommend is that if you have an event at a licensed venue before an event where you can BYO (for example, you are going out to dinner and then a limo), that you head to Woolies or Coles and purchase some of those cheap cooler style bags - pop in your cold bottles (and perhaps even a few ice bricks) and have them with you when you head to your first event. Ensure that they are strictly not opened and are simply stored underneath the table or in the corner of the function room with the rest of the bags and peoples jackets etc. That way, when you do get into your limo or to your next event where you can BYO, you can pop that bubbly! Note that if your event includes somewhere where you can BYO first, and then you are heading to a licensed venue, make sure you finish and discard any drinks before you arrive.
Can someone else be involved with the planning, or can I organise another bridesmaid to contact you about the booking?
Please see our policy for this
here.
Do I have to have food in my package? Can't I just take it out to make the package cheaper?
If food is included in your package, it is because your package is required to have food as part of the RSA requirements of the event. We cannot remove food from a licensed venue or vessel, as this forms part of their liquor licensing. If your event includes food such as platter boxes being delivered to your hotel, and you want to remove them, please see the 'Package Changes' section below.
Can I BYO?
How do you know if a specific element of your package is BYO or not? On
your Hens Booking Information Document that you received when you
first booked in your event with us, there is a runsheet section. In this
runsheet, there is a column called 'Additional Information' - if the
vendor or venue that is included in your package does allow BYO, this
will be included in this section.
Can I bring a cake to the venue?
Our My Ultimate Hens venues strictly do not allow outside food to be brought in and do not have the ability to charge cakeage. Please ensure for this reason that you save any novelty cakes or treats for a part of your event that does not take place in a venue - for example in the hotel before you head out. Still craving something sweet? You can always look into options to add dessert to your package if you prefer - just ask the bookings team and they can help!
My package includes a glass of bubbly on arrival, however some people don't drink. What happens here?
If your booking includes an arrival bubbly per person, you can either
have the bar staff make one less bubbles on the day for the person who
is not drinking, or you can have the non drinking person still receive
their glass of bubbly and gift it to the hen!
Package Changes FAQ
Questions About Package Changes
Welcome to our Package Changes FAQ section about making changes to an existing hen booking! We understand that plans can change and sometimes you may need to make adjustments to your booking. In this section, you'll find answers to questions about making changes to an existing booking.
Can I change the date?
We understand that unexpected things happen – the Mother Of The Bride suddenly can’t make it on the date you have chosen and booked, the Best Man accidentally booked the bucks on the same weekend, babysitters cancel, pets get sick, life happens – we get it. However please read the below and decide if you truly do want to move forward with a requested date change.
Your package has already been locked in for your chosen date that you discussed with your event consultant prior to paying your deposit. This means your booking has gone through the process of having each element of your package checked for availability with each supplier involved prior to your deposit being charged and your booking confirmed. Here at My Ultimate Hens we are a hens booking agency, so in order to confirm your booking on your chosen date, we have paid portions of your deposit onto the different vendors involved in the day – for example transport, catering, venues, entertainment, activities etc. This deposit has been paid to secure a specific date and time – these details are outlined in the runsheet provided on your Hens Booking Information Document. For this reason, we strongly recommend you do not change the date of your event if you can help it, as this will incur change fees.
If you do absolutely need to change the date of your event, please let us know as soon as possible and request a new date. What will then do is recontact each supplier involved and recheck the availability for your new date, and liase with the vendors to see if they are able to offer flexibility and move the deposit paid to them onto your new chosen date, and what change fees there might be for this. Whilst we will make every effort to have the vendors involved in your date move the deposit onto your new chosen date (if there is availability), we cannot guarantee that they will be able to do this, as typically a deposit is taken for the very reason of reserving a specific date and time.
Should your new date be available, we will let you know the change fees involved in moving your event date, reissuing your documents, transferring of the deposit to the new event etc.
Note that any date change fees must be paid upfront prior to the moving of your event date. This can be made via the payment link that one of our bookings team members can send you at the time of finalising your move.
We understand that it might not be your fault that you need to change the date you have chosen and booked. Please also reflect and understand that it is not My Ultimate Hens fault either – and we want to help as much as we can, and we will help you change the date of your event if that is what needs to happen. Note that all date changes are subject to availability and change fees. It is for this reason that we strongly recommend that you keep your booking at your original date that you requested when you first paid your deposit with us.
Note that all date change requests must be submitted in writing via email by the main organiser.
Can I change my package?
There are several reasons you might need to consider changing the package you have booked with us. In order to help you get the right info, if your request to change your package is related to the Covid Pandemic, please
Click Here to view our Covid Policy and FAQs. If you are looking to change your package because your numbers have dropped and you no longer meet the minimum amount of people to do your original package, please
Click Here to be taken to the options for when numbers have dropped.
If you want to change your package because of change of mind, we can help. We know that you would have purchased your original package with us because that is what you wanted for this wonderful hens event we have planned together. Should you wish to change just one or two elements of this package, we can help with this as well. However please note that all changes and cancellations of elements of your package will incur change fees, and that these may be up to 100% of your deposit that you paid for the event.
As a hens party agency, we have packages that include various products and services from different vendors, all of which come together to create the package you have purchased with us.
When you paid your deposit to us to confirm your booking, we then paid this on to the vendors involved, and in doing so committed to a contractual agreement attached to a minimum spend and a cancellation policy. This is why we pride ourselves on being so transparent about the costs upfront before you ever paid your deposit with us, knowing the price per head, the minimum amount of people and therefore the minimum spend attached to your purchase with us.
My Ultimate Hens has individual supplier agreements with each of these providers that is separate to what they may offer to the public – and often the option offered to My Ultimate Hens guests isn’t even available to the public! Therefore please be aware that there will always be cancellation fees involved when you are removing something from your package or changing from one option to a different option, even with the same vendor. Whilst we will work to minimise these as much as possible for your group, it is for this reason that we strongly encourage you to keep the original package you have purchased in order to have a wonderful celebration for the bride to be.
If you do need to change the package, we will work with you to do so. Please submit your request to change your package in writing to us and then please allow our dedicated team time to contact each vendor and go through the inner workings of the logistics and workings of your package to be able to come back to you with an updated price per head, and any cancellation fees that may be involved – this is sometimes a bit of an extended process as we go to each supplier, contact them individually, ask them to reduce the contractual minimum spend based on the deposit we have paid them for your event, ask them to reallocate your deposit to the lower spend option or to please consider refunding all or some of the deposit paid. As a small business who genuinely care about our clients know that our team will be genuinely working as hard and as fast as possible to come back to you with a price to ensure the event can go ahead for the bride, if you do need to change the package you have booked with us. We understand that it might not be your fault that you need to change the package that have chosen and booked. Please also reflect and understand that it is not My Ultimate Hens fault either – and we want to help as much as we can, and we will help you change the package where possible if that is what needs to happen.
Note that all package change requests must be submitted in writing via email by the main organiser.
Can I change the timing of my event?
We understand that unexpected things happen – the Mother Of The Bride suddenly can’t make it to one of the elements of your package at the time you have chosen and booked, the bride suddenly decides she needs a dress fitting on the day of her surprise hens you are throwing her, one of the other bridesmaids has found out she needs to work late on your chosen celebration date, babysitters cancel, pets get sick, life happens – we get it. However please read the below and decide if you truly do want to move forward with a requested timing change.
Your package has already been locked in for your chosen timing that you discussed with your event consultant prior to paying your deposit, or by your authority on your booking form to trust your hens consultants expertise to plan the runsheet for the day. This means your booking has gone through the process of having each element of your package checked for availability with each supplier involved prior to your deposit being charged and your booking confirmed for specific timing. Here at My Ultimate Hens we are a hens booking agency, so in order to confirm your booking on your chosen date, we have paid portions of your deposit onto the different vendors involved in the day – for example transport, catering, venues, entertainment, activities etc. This deposit has been paid to secure a specific date and time – these details are outlined in the runsheet provided on your Hens Booking Information Document. For this reason, we strongly recommend you do not change the timings of your event if you can help it, as this will incur change fees.
The whole event you have planned with us has many logistics behind the scenes to ensure the perfect running of your day. This is why what may appear on the surface as a simple timing change is actually very complicated by the time all of the vendors need to be involved and staff need to be reallocated or relocated from other bookings that are happening on your chosen date. If you do absolutely need to change the time of your event, please let us know as soon as possible and email us your request for which elements of your package you would like to change the timing of. What will then do is recontact each supplier involved and recheck the availability for your new timing, as well as cross check the other event runsheets for that day, look at staff schedules, transport and catering times, and liase with the vendors to see if they are able to offer flexibility and move the deposit paid to them onto your new chosen time, and what change fees there might be for this.
Whilst we will make every effort to have the vendors involved in your event to move the deposit onto your new chosen time (if there is availability), we cannot guarantee that they will be able to do this, as typically a deposit is taken for the very reason of reserving a specific date and time.
Should your new requested timing be available, we will let you know the change fees involved in moving your event date, reissuing your documents, transferring of the deposit to the new timing etc.
Note that any timing change fees must be paid upfront prior to the moving of your event date. This can be made via the payment link that one of our bookings team members can send you at the time of finalising your move.
We understand that it might not be your fault that you need to change the timing you have booked. Please take reflect and understand that it is not My Ultimate Hens fault either – and we want to help and will help you change the time of your event if that is what needs to happen. Note that all timing changes are subject to availability and change fees. It is for this reason that we strongly recommend that you keep your booking at your original timing that you requested when you first paid your deposit with us.
Note that all timing change requests must be submitted in writing via email by the main organiser.
Can I cancel my event?
Sorry to hear you're thinking of cancelling your booking, naturally we would love to host this event for you! Please note that under all circumstances booking deposits are non-refundable, with no exceptions. You can view our Cancellation Policy in the Payment Section of this FAQs section.
If you are thinking of cancelling your event as you cannot meet the minimum numbers of your package you can view a range of options for this
here. Please note that all cancellation requests must be submitted in writing by the main organiser to fun@myultimate.com.au and we always recommend doing this as soon as possible to avoid any additional charges above your booking deposit. For more information you can view our full Terms and Conditions
here.
How do I cancel my booking?
If you wish to cancel your booking and you are the main organiser of the event please email our team at fun@myultimate.com.au as requests for cancellation can only be submitted in writing. Please do this is as soon as possible to avoid any additional charges above the deposit amount you have paid.
QUESTIONS ABOUT CANCELLATION
I believe I should get my non-refundable deposit back, can you make an exception for me?
Our non-refundable deposit policy is a fundamental part of how we do business and this policy ensures that we can allocate the necessary resources to continue running our business successfully which is why this policy is communicated clearly at the time of booking. Our policies are designed to protect us from financial losses as a small business, and maintain fairness and consistency in our service offerings. This is why we are clear that each deposit placed to secure a booking is non-refundable.
Whilst we understand that some clients choose to try to negotiate or plead special circumstance, we ask that you consider the implications of the nature of this request, and the valuable time that it takes up. As a business we are not responsible for any changes of mind or changes within your personal circumstance and whilst we respect that unexpected circumstances may arise, we must reiterate that our policies are firm and not up for negotiation.
We value your time, as well as our own, and we kindly request that you respect our policy and refrain from asking us to make any exceptions or trying to become the exception as above, the non-refundable deposit policy involves no refund on deposits.
We also want to take this opportunity to express our sincere gratitude to all of our clients who have respected our non-refundable deposit policy, and who understand that as a responsible small business, we must maintain consistent and fair policies for all of our clients. Every client who books with us is equally important and is equally held to the same terms as agreed when placing the booking
We appreciate your understanding that the inner workings of our business are not as simple as they may appear, and we have multiple expenses and commitments that must be met to ensure that we can deliver the high-quality services that our clients expect from us. This is why we have the non-refundable policy.
Thank you for your understanding and respecting our business and policies.
I cancelled well in advance of the event, can I have my non-refundable deposit back?
Our non-refundable deposit policy is a fundamental part of how we do business and this policy ensures that we can allocate the necessary resources to continue running our business successfully which is why this policy is communicated clearly at the time of booking. Our policies are designed to protect us from financial losses as a small business, and maintain fairness and consistency in our service offerings. This is why we are clear that each deposit placed to secure a booking is non-refundable.
Whilst we understand that some clients choose to try to negotiate or plead special circumstance, we ask that you consider the implications of the nature of this request, and the valuable time that it takes up. As a business we are not responsible for any changes of mind or changes within your personal circumstance and whilst we respect that unexpected circumstances may arise, we must reiterate that our policies are firm and not up for negotiation.
We value your time, as well as our own, and we kindly request that you respect our policy and refrain from asking us to make any exceptions or trying to become the exception as above, the non-refundable deposit policy involves no refund on deposits.
We also want to take this opportunity to express our sincere gratitude to all of our clients who have respected our non-refundable deposit policy, and who understand that as a responsible small business, we must maintain consistent and fair policies for all of our clients. Every client who books with us is equally important and is equally held to the same terms as agreed when placing the booking
We appreciate your understanding that the inner workings of our business are not as simple as they may appear, and we have multiple expenses and commitments that must be met to ensure that we can deliver the high-quality services that our clients expect from us. This is why we have the non-refundable policy.
Thank you for your understanding and respecting our business and policies.
If you can 're-book' my spot, can I have my non-refundable deposit back?
Our non-refundable deposit policy is a fundamental part of how we do business and this policy ensures that we can allocate the necessary resources to continue running our business successfully which is why this policy is communicated clearly at the time of booking. Our policies are designed to protect us from financial losses as a small business, and maintain fairness and consistency in our service offerings. This is why we are clear that each deposit placed to secure a booking is non-refundable.
Whilst we understand that some clients choose to try to negotiate or plead special circumstance, we ask that you consider the implications of the nature of this request, and the valuable time that it takes up. As a business we are not responsible for any changes of mind or changes within your personal circumstance and whilst we respect that unexpected circumstances may arise, we must reiterate that our policies are firm and not up for negotiation.
We value your time, as well as our own, and we kindly request that you respect our policy and refrain from asking us to make any exceptions or trying to become the exception as above, the non-refundable deposit policy involves no refund on deposits.
We also want to take this opportunity to express our sincere gratitude to all of our clients who have respected our non-refundable deposit policy, and who understand that as a responsible small business, we must maintain consistent and fair policies for all of our clients. Every client who books with us is equally important and is equally held to the same terms as agreed when placing the booking
We appreciate your understanding that the inner workings of our business are not as simple as they may appear, and we have multiple expenses and commitments that must be met to ensure that we can deliver the high-quality services that our clients expect from us. This is why we have the non-refundable policy.
Thank you for your understanding and respecting our business and policies.
I have exceptional /unforeseen circumstances - can I have a refund on my non-refundable deposit?
Our non-refundable deposit policy is a fundamental part of how we do business and this policy ensures that we can allocate the necessary resources to continue running our business successfully which is why this policy is communicated clearly at the time of booking. Our policies are designed to protect us from financial losses as a small business, and maintain fairness and consistency in our service offerings. This is why we are clear that each deposit placed to secure a booking is non-refundable.
Whilst we understand that some clients choose to try to negotiate or plead special circumstance, we ask that you consider the implications of the nature of this request, and the valuable time that it takes up. As a business we are not responsible for any changes of mind or changes within your personal circumstance and whilst we respect that unexpected circumstances may arise, we must reiterate that our policies are firm and not up for negotiation.
We value your time, as well as our own, and we kindly request that you respect our policy and refrain from asking us to make any exceptions or trying to become the exception as above, the non-refundable deposit policy involves no refund on deposits.
We also want to take this opportunity to express our sincere gratitude to all of our clients who have respected our non-refundable deposit policy, and who understand that as a responsible small business, we must maintain consistent and fair policies for all of our clients. Every client who books with us is equally important and is equally held to the same terms as agreed when placing the booking
We appreciate your understanding that the inner workings of our business are not as simple as they may appear, and we have multiple expenses and commitments that must be met to ensure that we can deliver the high-quality services that our clients expect from us. This is why we have the non-refundable policy.
Thank you for your understanding and respecting our business and policies.
Payment FAQ Section
Payment related FAQ's
Here, we have compiled a list of the questions by our customers and clients with regards to payents.
What is a Final Numbers Due Date?
A Final Numbers Due date is the date that you need to email us to provide us with the following details:
- Your 100% final amount of people attending the event. Hint: Don't forget to include yourself and the bride!
- If anyone has any dietary requirements
-If anyone has any mobility requirements
- If anyone is underage
Mark the date in your phone to remind you to get in contact with us - that way we can ensure the finalisation of your event goes smoothly. We also recommend that you make your own payment due date from your guests (for example, the one you include on your invitations) atleast 1 week prior to your Final Payment Due Date with us - that way you have some time to chase up any late attendees or payment before you need to contact us with the details to finalise your event.
Where can I find my own Final Numbers Due Date?
You can find this on the third page of your Hens Booking Information Document, the PDF we sent you when you first paid your deposit for your event.
Will I be reminded of my Final Numbers Due Date?
On your Final Numbers Due Date our team will send you an email requesting all of the final details we require, including your final guest numbers so we can provide your final payment amount and payment options.
How do I submit my final numbers?
To submit your final numbers you can respond to the reminder email our team has sent you or, if you have these all ready to go, you can email these details through to fun@myultimate.com.au.
What happens once I provide my final numbers?
Once you have provided final numbers to us, sit back and relax - kick up those heels and have a glass of wine! You have now fulfilled your obligation in getting your final numbers to us on time. Our bookings team will then pass this information on to our accounts team to process, and soon after you will receive an email with your Final Payment Options.
When will I receive my Final Payment Options?
Whilst we always work as hard as we can to provide these options as quickly as possible, sometimes this can take up to 3 - 5 business days during our busiest times but don't stress! Our team will not follow up for payment if you have not yet been provided with your final payment options.
What are my Final Payment Options?
Our accounts team will send you an email with your Final Payment Options once you have provided us with your final numbers. This will include the total amount still owing to finalise your booking.
How can I pay?
When is my payment due?
You will need to make payment in full for your event within 24 hours of receiving your Final Payment Options.
Will my deposit be taken off my final balance?
Yes!
Can we all pay you separately?
Sorry, we only accept our final payments in one lump sum, transferred all together once you receive your Final Payment Options. Each guest pays you individually, and then you pay us. This recommend that you make your own payment due date from your
guests (for example, the one you include on your invitations) at least 1
week prior to your Final Payment Due Date with us - that way you have
some time to chase up any late attendees or payment before you need to
contact us with the details to finalise your event.
How do you recommend I get people to pay me on time?
We have created a wording kit for your invitations to help with this exact question! You can find the wording kit (as well as lots of other fun things like invite templates and hens game ideas)
here!
Can I confirm my final numbers or make payment early?
We love your enthusiasm and how organised you are! However due to the reconciling of all of the numbers for your event, we do not accept final numbers for your event or send out your Final Payment Options until a few days before your Final Numbers Due Date. This is because we want to give you as much flexibility as possible to change your numbers (as long as you meet the minimum for the package) prior to confirming them with us, because once you do, they are locked in.
What happens if I have less people than I originally thought?
This is not a problem, as long as you still meet the minimum amount of people required for your package. If lots of people have dropped out and you can no longer meet the required minimum amount of people (and therefore can no longer meet the minimum spend for the package you purchased) you can see our resource
here.
Can I add someone on at the last minute?
If you have someone who suddenly says yes with a last minute RSVP after you have provided your Final Numbers Due Date, we will do everything we can to help you add them on to the event! In this instance, you will need to provide payment through the payment link (which our bookings team will provide to you) rather than by one of the other payment methods. Whilst we will do everything we can to fit your additional guest in, it is never guaranteed. For example, if we can't fit the guest in as a late addition to something like a vessel, accommodation or a limousine, we can always work with you to offer you pricing for your last minute guest for the elements they can attend.
Can someone just join on the night?
No, they can't - sorry! All of our venues, providers and suppliers have capacity limits and all guest numbers must be registered in advance. This includes people who want to come to join your group for just one element, for example, a dinner party. This person will need to be a paid attendee at the event in order to be accommodated and gain access to your group on the night. We can often help with individualised pricing for these guests - see the 'I have a guest that can only come to some parts of the package and not others, can I get a reduced price for them?' question below for further details.
What happens if someone can't make it after I have paid for them to attend?
Oh no - sorry to hear that someone can't make it after you have already confirmed them in your final numbers. We understand how frustrating it is if someone you have paid for to attend later is unable to attend the event – we get it – pets get sick, travel plans change, people have to wait on covid results, babysitters cancel, people end up with loved ones or themselves in hospital, jobs and rosters change etc – we understand that this is not your or that guests fault. However please also understand and acknowledge that this is at no fault of My Ultimate Hens. Once you have passed your Final Numbers Due Date, we are unable to refund guests. This is because we have finalised invoicing, payments and the logistics of staffing, catering, performer payments, runsheets and vendor agreements that form the successful running of your event. Whilst we would love to make exceptions and show what a big heart we truly have as a small business, we need to also remain a viable business in order to provide for our hard working staff and our families. Please pass on to your guest or guests that can no longer make it, that during the course of the event, we have worked with you, we have sent personalised emails
back and forth between yourselves and us, as well as created and
prepared booking documents, had conversations on the phone, liaised with
suppliers for availability and answered your questions with
professionalism and offered assistance and expertise to ensure your
event was perfect. We have also finalised details with our providers and made payment in full to them at the time of receiving your final numbers, in advance of the event taking place. This is the reason that we are so transparent with our policies and ask you to pass them on to you guests whom you are representing, as we cannot
and should not be expected to work for free or to wear the refund for an unforseen circumstance that is no fault of ours as a small business. Of course in the instance when someone can't make it unexpectedly, you are welcome to have a new person come in their place.
How much is owing on my booking?
This will depend on how many people are coming. Once you have reached your Final Numbers Due Date, and have let us know how many people will be attending, our accounts team will send you your Final Payment Options. This will outline the amount remaining to pay in your booking.
Can I have individual pricing for all of the elements of my package?
We are a package company, and pride ourselves on our wonderful and great value inclusions. As we are a hens booking agency specialising in packages, we don't break down the individual pricing of each element of your package that you have booked.
I have a guest that can only come to some parts of the package and not others, can I get a reduced price for them?
We can help with this! Once you have met the minimum number of people (and therefore the minimum spend) for your package, we are happy to help out by offering some special reduced pricing for someone attending only one or some of the elements of the package - for example, someone who wants to do the entire days activities except stay overnight at the hotel, or someone who has to work during the day and can only come to the evening portion of the event. Let our bookings team know via email which elements of the package this person can attend and we can come back to you with a quote. Note that because we are a package company, it is often much better value for the guests who are attending the entire soiree!
What is this cash element for my stripper, life drawing model or topless waiter?
The cash element that is described in your Hens Booking Information or Hens Booking Confirmation document is an amount of cash that you will need to bring with you on the day to pay to one of the performers involved in your event - often a stripper, life drawing model or topless waiter. Don't worry - this cash element is not in addition to what we have quoted you. The cost of your package remains the same, it is just that when you come to make your final payment to us, we will deduct the cash element owing on the night - therefore you will make some payment to us, and some payment directly to the performers involved in your package. For example, if your package is $100 per head and you have 10 people attending, your package price would be $1000. If you had a cash element of $200 to pay your stripper on the night, you would pay us $800, and then the $200 in cash to the stripper on the night. This cash element is never in addition to what we have quoted you and will be deducted from your final payment owing to us. The deposit you paid initially to secure your event will also be deducted from your final payment owing to us. We recommend that you visit the ATM prior to your performer arriving to your event to ensure a smooth running of things!
Is my deposit non-refundable?
What is your cancellation policy?
You can view our cancellation policy in section 6.Cancellations, of our
Terms and Conditions. Note that if you are considering cancelling your booking because you no longer meet the minimum amount of people for your booking (and therefore no longer meet the minimum spend of the package you have purchased)
click here to see your options. Note if you are considering cancelling your booking because of the impacts of the Covid Pandemic, please
click here to see our policy. You may also want to consider making changes to your package instead of cancelling your event - for further info see the 'Package Changes' section above.
Covid Related FAQ
Planning a hens in the time of Covid – even a glass of champagne in hand doesn’t make these restrictions much fun! However don't worry, we are still hosting fabulous events and giving our treasured clients and bride's to be the send off that they deserve! We understand that this is an unpredictable time for everyone and we want to do our very best to support our clients with options for their events. We also know that your hen deserves an amazing celebration, and we want to help you plan and achieve that for her even when the world is a little hectic right now. For all questions relating to Covid, and to see our policies on deposit credits etc, please
click here.
