ABOUT US

1. Payment Terms

Room Decor

• A 50% non-refundable deposit of your total (package plus add-ons) is required to secure all room decor bookings.
• Booking requests are confirmed once approved and the deposit is paid. Once your request is approved, you will receive a payment link by email for your deposit. Deposits must be paid within 24 hours of approval, or the requested date will be released.

• The remaining balance is due 48 hours before your scheduled setup. Bookings not paid in full 24 hours before the setup will be canceled and the deposit forfeited.

• Travel inside the 610 loop is included in all room decor packages. Locations outside the 610 loop are subject to a travel fee starting at $15. Travel fees are confirmed at booking and due with your remaining balance.

• Bookings made less than 7 days in advance include a $50 rush fee.

• Holiday pricing may apply on select dates, including Valentine's Day.

• Parking and valet fees are not included and are the client's responsibility (see Section 3).

• Setups that are scheduled before 8:30 AM or after 10:30 PM include a $100 early morning or late-night fee. 

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Gift Baskets​​

• Gift baskets must be paid in full at the time of order.

• Pickup is free at The Forth at Navigation Apartments, 2412 Navigation Blvd, Houston, TX 77003. Delivery fees vary by location (see Section 3).

 

2. Cancellations, Refunds & Rescheduling

Room Decor​​

• Deposits are non-refundable. Supplies are purchased for your booking once the deposit is received.

• One reschedule is permitted with at least 7 days' written notice. Your deposit may be applied once toward a new date within 60 days, subject to availability.

• Reschedule requests made with less than 7 days' notice require a new deposit.

• Upgrades may be requested up to 72 hours before your setup, subject to availability. Downgrades are not available once supplies have been purchased.

 

Gift Baskets​​​​

• Orders canceled at least 72 hours before the scheduled pickup or delivery will be refunded, minus the cost of any custom or personalized items.

• Custom and personalized items (including custom signs, printed photos, personalized messages, and cakes) are made specifically for you and are non-refundable.

• Orders canceled less than 72 hours before pickup or delivery are non-refundable.

• Missed pickups and deliveries are covered in Section 3.

 

Unforeseen Circumstances​​​

• Emergencies are reviewed case by case. A non-monetary credit may be issued; no cash refunds.

• If severe weather makes travel unsafe, your booking will be rescheduled at no charge. If no new date works within 60 days, a full credit will be issued.

• If La Promesse must cancel, a full refund will be issued.

 

3. Pickup, Delivery & Access

Gift Basket Pickup (free)

• ​Pickup is available at The Forth at Navigation Apartments, 2412 Navigation Blvd, Houston, TX 77003. Your pickup time will be confirmed after your order is placed. Please contact us when you arrive.

• A 10-minute grace period applies to all pickups. After 10 minutes, the pickup is considered missed.

• Missed pickups may be rescheduled once, within 48 hours, for a $15 rescheduling fee, or converted to delivery at the standard delivery rate.

• Rescheduled orders are provided as originally prepared. Fresh flowers, cakes, and other perishable items are prepared for your original pickup date and will not be replaced.

• Orders not collected within 48 hours of the original pickup time are forfeited and non-refundable.

 

Gift Basket Delivery (free)​

• Inside the 610 Loop: $25

• Outside the 610 Loop, inside the Sam Houston Tollway (Beltway 8): $35

• Outside the Sam Houston Tollway: from $50. Please contact us directly before ordering.

• Clients are responsible for providing an accurate address and contact number. Incorrect information may result in a redelivery fee or forfeited order.

• A 10-minute grace period applies to all deliveries. If no one is available to receive the delivery after 10 minutes, the basket will be left at the door, front desk, or leasing office, and we will send you a photo of where it was left. Baskets left at the location are the client's responsibility.

• If the basket cannot be safely left at the location, redelivery requires an additional delivery fee.

• We do not ship gift baskets.

 

Room Decor Access & Parking​​

• Clients are responsible for securing access to the location, including hotel check-in, front desk authorization, keys, gate or building codes, and Airbnb entry.

• Please schedule your setup after your hotel's check-in time.

• We will contact you upon arrival. Setup will not begin until we have full access to the space, including any parking or valet payment. If we do not receive a response, parking payment, or access within 15 minutes of arrival, your booking will be canceled with no refund. If our schedule allows us to wait longer, we may proceed with a $50 late fee. Setup time will not be shortened, and your setup may be completed later than originally scheduled.

 

Our Team's Safety​

• La Promesse reserves the right to refuse or end service if the environment is unsafe or our team is treated with disrespect. No refund will be issued.

 

4. Customization Details

• Any details needed to personalize your order, including colors, balloon messages, numbers, cake messages, and photos, must be submitted at least 72 hours before your setup, pickup, or delivery.

• Details submitted less than 72 hours before your scheduled time are subject to a $25 rush fee and will be accommodated if possible.

• If colors or messages are not received, we will complete your order using our signature neutral design.

• If materials required for an item (such as photos for a Polaroid Photo String) are not received at least 24 hours before your scheduled time, that item will be removed from your order with no refund, as supplies for each item are purchased once your order is paid.

• Petite includes 1 color, Signature includes 2 colors, and Grand includes 3 colors. Additional colors are $15 each.

• Colors must be specific (e.g., light blue, dark green). General colors (e.g., "blue") will be matched to our standard shade. For school colors, we will match the school's colors.

• Balloon messages are limited by package: Petite up to 8 letters, Signature up to 15, and Grand up to 20. Additional letters are $5 each. Messages over the limit will be shortened unless additional letters are added.

 

5. Site Requirements & Décor

Your Space

• The space must be clean, clutter-free, and ready for setup at your scheduled time.

• The space must be unoccupied during setup, including pets.

• Ceiling balloon setups are designed for standard ceiling heights (8–10 ft). High or vaulted ceilings require additional supplies and additional team members to create your vision, and are subject to an extra fee. Please let us know at booking if your space has high or vaulted ceilings.

• Clients are responsible for any hotel, Airbnb, or venue fees or rules related to the setup.

 

Hotel-Friendly Décor

• We use LED candles only. We do not use open flames, glitter, or confetti.

• Our balloons are latex. Please let us know of any latex allergies at booking.

• If a specific item or color is unavailable, we may substitute an item of equal or greater value.

 

Your Décor

• Every piece of décor is yours to keep.

• La Promesse does not return to remove décor; cleanup is the client's responsibility.

• Helium balloons naturally lose float over time. Float time varies with temperature and air conditioning, and is not guaranteed after setup is complete.

• Balloons and small décor pieces can be a choking hazard. Please keep them away from young children and pets. La Promesse is not responsible for any injury, illness, or damage related to balloons or décor once setup is complete.

 

6. Client Responsibilities & Site Requirements

Our Kitchen​

• All treats are made in a home kitchen that is not inspected by the Texas Department of State Health Services or a local health department. However, we take food safety seriously: our kitchen and workspace are deep cleaned and every surface is sanitized with bleach before each order. Treats are made from scratch with fresh ingredients (never boxed cake mix), using pans and supplies dedicated solely to La Promesse. Gloves, masks, and hairnets are worn while preparing and packaging every order.

• Treats may contain or come into contact with common allergens, including wheat, dairy, eggs, soy, and nuts. We cannot guarantee any treat is allergen-free. Please inform recipients and guests accordingly.

 

Ordering​

• Cake orders require at least 72 hours' notice.

• Each cake is handmade, so piping, colors, and toppers may vary slightly from photos.

 

Care & Enjoyment​

• Cakes are best enjoyed within 2–3 days. Keep them in a cool place, away from direct sunlight and heat.

• Message toppers are decorative and not edible. Please remove them before eating.

• La Promesse is not responsible for the condition of treats once setup, pickup, or delivery is complete.

 

7. Satisfaction & Concerns

Room Decor​

• Before we leave, we'll send you photos of your completed setup. Since many setups are surprises, you may not be on-site when we finish.

• Any concerns must be raised while we're on-site or within 15 minutes of receiving your photos, so adjustments can be made when reasonably possible.

• Once we've departed, no refunds or credits will be issued.

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Gift Baskets​

• Please inspect your basket at pickup or upon delivery. Concerns must be reported within 24 hours, with photos.

• Approved concerns may receive a partial refund or a credit toward a future order, at La Promesse's discretion.

 

All Services​

• Balloon and décor colors may vary slightly from photos and screens. Variations in color, shade, or handmade details are not grounds for a refund.

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8. Media Use & Acknowledgment

Media Use​

• Photos and videos of your setup, gift basket, or treats may be shared on our website and social media.

• To opt out, please note it in your booking or order, and we will keep your photos private.

• We never share your name, address, or personal details without permission.

 

Acknowledgment​

• By booking a service or placing an order, you confirm that you have read and agree to all La Promesse policies.

• Completion photos and your booking agreement will be submitted as evidence for any payment dispute.

• Policies are subject to change. The policies in effect at the time of your booking or order will apply.

• Questions? Contact us at lapromessehtx@gmail.com.

 

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