1. How to request a change
To cancel, reschedule, or change an event, email [email protected] or call/text (720) 451-9902. Include the name on the booking, event date, service address, and order number. A request is not complete until our team confirms it.
2. Notice of 48 hours or more
Please contact us at least 48 hours before the scheduled event. We will work with you to cancel or move the event, subject to chef availability and any event-specific terms or non-recoverable costs disclosed before confirmation.
3. Changes inside 48 hours
Cancellations, rescheduling requests, major guest-count reductions, or location changes made less than 48 hours before the event may incur a $200 late-change fee. Additional documented costs may apply when ingredients, travel, lodging, parking, or staffing have already been committed, but we will explain those costs before charging them.
4. Weather and unsafe conditions
A dry, covered outdoor cooking area is required in rain. Hinoki Hibachi will not cook when wind, lightning, fire restrictions, unsafe access, inadequate ventilation, or other conditions make service unsafe. We will work with you on a reasonable rescheduling option when severe or unsafe conditions prevent service. The chef’s on-site safety decision is final.
5. Guest count, menu, and address changes
Tell us about guest-count, menu, dietary, and address changes as early as possible. Pricing and travel fees may change. Reductions are not guaranteed to lower the confirmed total after ingredients and staffing have been committed. A new address may require a revised travel fee or may fall outside the service area.
6. Refund timing
When a refund is approved, it is returned to the original payment method when practical. Processing time depends on the payment provider and financial institution. Any event-specific payment, deposit, or refund terms shown in your written confirmation will control if they are more specific than this general policy.
7. Hinoki-initiated changes
If Hinoki Hibachi must cancel because of chef unavailability or another circumstance within our control, we will offer a reasonable rescheduling option or refund amounts paid for services we cannot provide. We are not responsible for unrelated venue, rental, travel, or third-party costs.