Exhibitor Cancellation Policy
The following cancellation policy applies solely to Exhibitor Clients and does not apply to any Client with an active MSA/SOW.
We are committed to providing the best experience for our customers, even when a cancellation occurs. We take the worry out of the process by providing the most transparent terms for refunds on products and services ordered online or through one of our team experts. We have improved our policy to ensure a fair and appropriate response to our customers. The following refund percentages will apply based on how far out a cancellation is made prior to the first day of scheduled move-in:
30+ Day Out from Exhibitor Move-In
We will honor a 100% refund on standard Freeman items offered Online and in Exhibitor Kits such as:
- Audio Visual Equipment
- Cleaning
- Electrical Materials
- Plumbing Materials
- Flooring
- Furnishings
- Overhead Rigging Materials
- Exhibit Rentals (CSM & Design fees are non-refundable)
Less than 30 Day Out from Exhibitor Move-In
Many standard Freeman items will be refunded at 100% if cancelled between 29-14 days out from exhibitor move-in such as: Audio Visual, Cleaning, and Furnishings. All other products and services will be refunded based on work performed which can range from 25%-75%.
Custom flooring orders cancelled less than 30 days out from move-in will not be refunded.
Cancellations During Move-In
We will not refund products and services for cancellations made once move-in has begun.
Frequently asked questions
- How do I cancel my order? You may contact us by Phone or Chat to cancel your individual order. If the entire event is cancelled, we will begin working through a bulk cancellation of orders. You will be emailed a final invoice showing any applicable charges and/or credits within 2 weeks of cancellation.
- When will I get a refund? If a refund is due, payments made by credit card will be refunded within 2 weeks after the show closes. Refunds for other payment types will be issued by the Freeman Accounts Receivable department as soon as invoices are finalized. Please allow an additional 4-6 weeks for all non-credit card refunds to be processed.
- Will I still be charged material handling for my shipment Yes. Material Handling charges will apply and will be based on where your freight was shipped and if it had been taken to show site by the time of cancellation.
- I already shipped my freight to the Freeman advance warehouse or the event. Can you send it back to me? Yes. With the shipment already in our possession, we have implemented a simple and quick process to return your freight to the destination of your choice using Freeman Transportation. Please use this form to get started.
Freeman reserves the right to modify this and other policies at any time.
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