Refund policy

At Frosted Wheels, we are committed to providing a reliable and professional mobile ice cream service. Because we manage a single-van schedule and prepare perishable inventory for every booking, the following policy applies to all cancellations and refund requests.

1. Event Deposits

To secure your event date, a 50% deposit is required. This deposit covers the administrative costs of scheduling and ensures our only van is reserved exclusively for you.

2. Cancellation & Refund Schedule

If you need to cancel your booking, the refund of your 50% deposit will be calculated based on the notice provided:

  • More than 28 days notice: 100% of your deposit will be refunded.
  • 7 to 28 days notice: 75% of your deposit will be refunded.
  • Less than 7 days notice: 50% of your deposit will be refunded.

3. Perishable Goods Deduction

Regardless of the notice period, any specialised perishable items pre-ordered specifically for your event (e.g., custom toppings, speciality flavours, or bulk dairy orders) that cannot be reused for other bookings will be deducted from the final refund amount.

4. Final Balance Payments

The remaining 50% balance is due 7 days prior to your event.

  • If you cancel within 7 days of the event, any balance paid (the second 50%) is non-refundable.
  • The refund on the deposit remains 50% as stated in Section 2.

5. Weather Policy

Frosted Wheels operates "Rain or Shine." We do not offer refunds or credits for inclement weather unless the conditions make it unsafe for our vehicle to travel to or operate at the venue.

6. Equipment or Mechanical Failure

As a single-van operation, we maintain our Ford Transit to the highest standards. In the highly unlikely event that a mechanical failure or emergency prevents us from attending:

  • You will receive a 100% refund of all amounts paid (including the full deposit).
  • Frosted Wheels’ liability is limited to the total amount paid by the client.

7. Product "Returns"

Due to the perishable and consumable nature of ice cream and food products, we cannot accept "returns." Once a product has been served and accepted by a guest, it is non-refundable.

8. Processing Refunds

All approved refunds will be processed back to the original payment method (Credit Card or EFT) within 5-7 business days.