DEVENT planning resources
What to Do If an Event Supplier Cancels
Start by confirming exactly what has happened and how it affects the event. A calm written record helps you coordinate the venue, guests and any replacement without losing track of the original agreement.
Confirm the cancellation in writing
Ask the supplier whether the whole booking or only part of the service is affected, the reason given, whether an alternative has been proposed and when a decision is needed. Keep the agreement, messages, receipts and details of the person you spoke with together.
Check the contract and your circumstances
Read the agreed scope, payment, substitution, postponement and cancellation terms. Ask the business to explain its proposed solution in writing. Consumer rights can apply as well as contract terms, and the appropriate remedy depends on the circumstances; use ACCC guidance or obtain advice if needed.
Identify the immediate operational gap
Tell the venue and coordinator what service is no longer confirmed. For catering, ask about food and individual dietary arrangements; for a photographer, identify essential coverage; for transport, check passengers and timings. Do not assume an alternate provider can use the same access window or equipment.
Compare a replacement using the original brief
Provide the confirmed date, location, guest range, service hours and essential requirements to potential replacements. Ask about availability, itemised costs, setup, collection and the terms of the new agreement. A directory entry is a starting point for an enquiry, not proof of availability or endorsement.
Communicate only confirmed changes
Agree who tells guests, the venue and other suppliers if a change affects their plans. Give the replacement the final run sheet and contact details, and update the budget with the actual new commitment. Avoid publishing personal contact information or an unconfirmed replacement.
Keep a record of the outcome
Record whether the original supplier will refund, reschedule, substitute a provider or offer another solution, and the dates agreed. Reconcile any payment or credit once it is actually received. If the matter remains unresolved, follow the relevant complaint process.
Worked example · illustrative details
A photographer becomes unavailable
The photographer confirms that they cannot attend but proposes another professional. The hosts ask to review that person’s work and the revised agreement, confirm the coverage with the venue and update the run sheet only after they agree to the arrangement.
Your next steps
- Confirm the scope of the cancellation and keep the records.
- Review the agreement and contact the supplier about a solution.
- Tell the venue and compare appropriate replacement quotes.
- Update the schedule and communicate confirmed changes.
Common questions
Are we automatically entitled to a full refund?
The answer depends on the service, agreement and circumstances. Ask the business for its proposed solution and consult current ACCC information about your rights.
Should we tell guests immediately?
Tell people promptly when they need to act, but distinguish confirmed changes from options that are still being arranged.
Useful next steps
Sources and further reading
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