MakING CHANGES TO YOUR BOOKING
We’re so sorry to hear that you’re needing to make changes to your hens package. We know how exciting it was to lock everything in for the bride-to-be, and how disappointing it can feel when plans shift afterwards.
Both you and us have worked hard to bring your package together. When you paid your deposit, it wasn’t just a casual hold, it was a mutual commitment. Your deposit committed you to a specific package with set inclusions, a minimum number of guests, and fixed costs. Our commitment in return was to secure and deliver that package exactly as booked.
Below you can find info on how to request package changes and possible outcomes if you elect to submit a change request.
We Get It, Life Happens
From guests you invited who swore they could afford it suddenly can’t, the bride changing her mind about what she wants, guests who promised they’d be there who pull out unexpectedly, your boss updating block-out dates at work, the mother of the bride realising she has double booked...to pets getting sick, families and friendships getting complicated, and all of the things that can sometimes happen when you have booked a group event. We hear you. Which is why we are genuinely sorry you have found yourself in a position where you are looking to make changes to the booking you have made. We know how stressful it can feel when plans shift after all the excitement of locking everything in, and that is why we have created this resource to walk you through what happens next.
Your Deposit Locked In Your Specific Package
Of course when you paid your deposit to secure your booking, it was the commitment to celebrate with your specific My Ultimate Hens Package. And on our side, it was the commitment to lock everything and work on the 1000's of logistics and vendors, so your celebration would be delivered as promised.
Your Booking Logistics
From the moment your deposit was received, every moving part of your celebration was locked in.
Venues booked, others not being able to book that package anymore on your date, entertainers confirmed, transport reserved, staff scheduled, VIP status negotiated etc. Your deposit isn’t sitting in our account, it was passed on in good faith to the suppliers making your event happen. In some cases, we even top it up with our own funds to guarantee everything is secured as promised.
Our team works hard behind the scenes to coordinate the hundreds of logistics involved in your package, just as you worked hard to find the perfect package for your bride and moved forward with your deposit to secure it. That’s why we always acknowledge how upsetting it can be when plans shift and you need to make changes.
So of course, we know you wouldn’t be requesting a change to your package unless you absolutely had to.
Much like when you book a flight, your ticket secures a very specific set of details: the date, the time, the destination, the seat class, and the number of passengers. If you later want to switch from business to economy, change the destination, move to a different airline, or alter the number of tickets, the airline doesn’t simply reshuffle things for you. The original booking is forfeited (often along with the full cost of the original fare) and a new one is created at full cost.
Our packages work in a similar way: they are locked to the inclusions, numbers, and costs you committed to when paying your deposit. You paid your deposit for a specific package, and that package included a defined set of inclusions, a minimum number of people required, a set price, and confirmed date and timing. However, unlike many businesses who take a strict “you paid your deposit, so if you change things it’s forfeited” approach, we genuinely do want to help where we can.
Your Deposit For Your Package
Of course, as every business does, we have our Terms and Conditions which outline that changes and cancellations incur fees, and we are very transparent about deposits being 100% non-refundable. This not only covers the supplier fees we are already committed to paying (which are often more than the deposit you paid to us), but also reflects the time, dedication, and expertise our team has already invested in securing and coordinating your event. The same goes for the work involved in processing change requests, as it takes significant behind-the-scenes effort to renegotiate with suppliers, reorganise logistics, and make adjustments for you. Just like you would not expect to work for free, neither will we. The deposit structure is in place to protect the value of what has already been committed on your behalf. We also ensure that your portal is clear about what your package includes, the price, and the minimum numbers you committed to when paying your deposit.
We genuinely want to help wherever possible, we’ve created this resource to walk you through your options when you find yourself in this situation.
Because we know you understand that changes aren’t ever as simple as “just swapping something out.” Even seemingly small requests ripple across contracts, logistics, supplier agreements, other clients’ bookings, staffing, and orders. Whilst we do go above and beyond as a gesture of goodwill to help our clients make changes where we can, it’s important to note that your deposit was paid for the specific package, not just a general “My Ultimate Hens booking.” (Again, think of that airline ticket or a hotel booking, the deposit is non-refundable and non-changeable, exactly as per our Terms and Conditions.)
How Changing Your Booking Works
What This Looks Like in Practice
-We care about your event. We are a small, passionate team who want to work with our clients to help where we can.
-All changes will incur change fees. We will actively work to reduce these as much as possible.
-The deposit you paid us has been passed on to each vendor who is facilitating your event.
-Each of our supplier agreements have their own fees and cancellation/change clauses, and they are not the same as what is available to the public. They include private terms, minimum spends, and the coordination of hundreds of groups’ timings and logistics. Everything is managed through our My Ultimate agreements with vendors, which is why all package information and requests are handled by us as part of one complete system.
-This is also why some clients who assume it might be as simple as going directly to a vendor can find themselves blindsided. They either cannot attain the information they were hoping for, or they are given the public terms and conditions, or logistical details that do not align with their actual booking. That is because the package you have secured is based on My Ultimate’s exclusive supplier agreements, and by its very nature all changes must be handled by us.
-This is why changes not only result in a lot of behind-the-scenes negotiation between us and our suppliers, but also why you need to understand that some requests will result in the loss of a substantial portion, or sometimes the entirety, of your deposit.
Our packages are something we’re proud of, and while we’ll always try in good faith to help when you want to make changes after securing your booking, the reality is that your deposit was paid for the specific package, event, time, inclusions, and pricing you booked and agreed to at the time of paying.
What Happens Next
Possible Outcomes
If we can make your requested change
If we can, we will come back to you with the cost involved (we will negotiate with our suppliers to reduce these as much as possible, but remember we don’t have your deposit still on file, it has already been paid to vendors on your behalf to secure your event). You can then decide whether to keep the package as is, or move forward with the change. Payment for the change will be required via the payment link before any adjustments are made.
If we cannot make your requested change
If we cannot make your requested change, we will let you know after negotiating with suppliers and reviewing logistics. At that point, you can choose to keep your package as is, submit another change request (with the process repeating), or cancel your booking.
If you are looking to make changes to your package because you have less people coming than you originally thought, see our Lower Numbers info page.
Pathways
Moving forward with a request to change your booking
If you want to move forward with a request to change your package, you can email us at fun@myultimate.com.au
Note that in line with our equal access policy, requests to change your booking are unable to be processed via phone or via text
You must include the following so that our team can move forward with your request:
-Your Booking Number
-Confirmation you have read and understood this Package Change Policy page
-Your requested change
-A brief note about why you are requesting the change
Other Pathways
-If you want to make changes to your package because of lower numbers than you originally committed to, you can learn more on the Lower Numbers page
-If you want to cancel your package, you can learn more on the Cancellation page
Once you have submitted your form, you will need to allow up to 15 business days for a response, to ensure we can go into bat for you to see if the change is possible and reduce fees.
We will contact you with an outcome and cost before changes are made, so you can decide if you want to keep the package as is (as you booked and committed to with your deposit), or if you want to move forward with the change.
Note that package change requests can only be made via email as per the above.
Changes and Your Final Numbers Due Date
One of the most important milestones in your booking journey is your Final Numbers Due Date. This date is clearly set out in your portal and marks the point where you must:
-Submit your confirmed final guest numbers for your package
-Shortly after, make your final payment
This step is essential to the smooth running of your event. It’s the moment where everything is locked beyond flexibility, catering orders are placed, venues are confirmed for final capacity, transport and entertainment are locked in, and we begin paying the balance owing to suppliers on your behalf.
Because of this, any change requests received after your Final Numbers Due Date cannot be processed. By that stage, your booking has entered a phase where funds are already owed to the vendors involved, and your package is fully committed.
If you submit a change request after your Final Numbers Due Date, your only choices will be:
-To cancel your package and forfeit your entire deposit (plus incur any additional charges as outlined in our Cancellation Policy), or
-To pay in full for your original package as confirmed when you paid your deposit.
It’s important to understand that your Final Numbers Due Date still applies even if you have a change request pending. Waiting to hear back from us about a requested change is not a reason to delay submitting your final numbers or making your final payment. If your due date passes without your numbers or payment received, the same terms apply as you originally committed to: your deposit is forfeited in full, additional charges may apply under our policy, and your event will be cancelled by us in a non-reversible way.
For this reason, we strongly recommend submitting any package change requests well in advance of your Final Numbers Due Date. The earlier a request is made, the more time we have to work with suppliers and the more likely it is we’ll be able to complete your requested change.
Submitting A Change Request
The only way to request to make changes to your package is via email
To ensure all clients are treated fairly and equally, we do not accept changes by phone or text. We understand that changes can be needed for many reasons, change of mind, a bride or attendee changing their preferences, conflicting commitments, or shifts in personal circumstances. However, our set process ensures fairness across all bookings and prevents those who “shout the loudest” from getting a different outcome. Our policies are fairly in place for every client.
We are a small team who genuinely care about your event and love what we do. We hate that we even have to say this: we are all humans, and we will always do our best for you, but we will not accept rude tones, threats, or “drama queen” behaviour. We are all adults who are capable of playing well with others. We also want to sincerely thank the vast majority of our clients who respect what we do and are a pleasure to work with.
If you want to move forward with a request to change your package, you can email us at fun@myultimate.com.au
Note that in line with our equal access policy, requests to change your booking are unable to be processed via phone or via text
You must include the following so that our team can move forward with your request:
-Your Booking Number
-Confirmation you have read and understood this Package Change Policy page
-Your requested change
-A brief note about why you are requesting the change
Thankyou
Thankyou to our amazing clients who are the Ultimate!
Finally, we want to thank the overwhelming majority of our clients who understand that their booking is a commitment to a specific package and treat it that way. These clients recognise that change requests are not part of the standard process, but rare circumstances where we step in to help. They also appreciate that when a request is made, we are working behind the scenes, negotiating with suppliers and untangling logistics on their behalf, which takes time, effort, and persistence.
It is because of this mutual respect that we are able to go above and beyond in good faith. When you submit a change request, we know you have only done so because you truly needed to, and we will always work hard to support you where we can. Whilst we cannot always reduce fees to make changes once your deposit has already been committed to (and changes do often result in the full loss of the entire deposit), we will always work to get the best possible outcome with reduced fees where possible.