Cancellation Policy & Bad Weather

We constantly monitor wind speeds and the weather to ensure that we abide with HSE guidance and comply with health and safety law. We will be in touch with you if the weather forecast is showing conditions that are likely to impact your hire. HSE set out some very clear thresholds for wind and we can not under any circumstances operate against HSE guidance. The safety of you and your family are our number 1 priority. Our insurance policy also mirrors the HSE guidance.

Please note that we recommend that you take out party/event insurance or you can protect yourself against any potential cancellation fees by taking out our Cancellation, Postponement & Damage Fee Waiver

Cancellations by the company due to weather warning or adverse weather conditions. The company may have to cancel in advance of the hire because of severe weather conditions. (1) Wind on or exceeding 24mph or (2) A Met Office warning due to rain or storms. Either of which in the area of the hire and at the hire times. We take into consideration wind forecasts, wind readings and also wind gust forecasts. We reserve the right to reduce the wind speed mph threshold dependant on the particular circumstances of the hire for example how open to the elements that the site is, the quality of the surface and any other safety factors which would be included in our on-site risk assessment.

If we need to cancel due to strong wind forecast or a weather warning for rain, you would have the following options:

1) Reschedule your order to a future date and keep all credit on the order within 12 months.

2) Have 75% of the hire amount refunded back to you.

If we come to your venue and can't set up due to adverse weather conditions you have the following options:

1) Reschedule your order to a future date within 12 months and keep 75% credit on the order.

2) Have 50% of the total hire amount refunded back to you.

If we come to your venue, set up and if the weather changes or you have partial use of the equipment:

• No refund or re-schedule due
• 10% off your next order

Surface Type and Access: At the time of booking, we ask a series of questions about surface type and access to the erection site. It is vital that these questions are answered accurately to ensure a smooth delivery. If we come to your garden or venue and the surface type is different to what you have told us, for example you told us it was outdoors on grass and we get there and it is actually artificial grass or a hard surface such as concrete or slabs, this may mean that we are unable to set up safely and the hire cannot go ahead. If you have not told us about difficult entry such as over 6 stairs, sloped garden, narrow entry under 1m, excessive dog mess, dangerous objects or any other hazard then we may not be able to maneuver our equipment to the erection site and the hire may not be able to go ahead. In any of these circumstances, if you have not previously told us about them, there will be no refund given as it is the responsibility of the hirer to ensure that the site is suitable and safe for the use of an inflatable.

Cancellations by the customer at least 10 days before the event. The customer can re-schedule their booking to another date within 12 months and any payment already made would carry forward to that new booking. If the customer chooses not to re-schedule, the initial payment (50% booking fee) would be lost but the rest of the payment would be refunded.

Cancellations by the customer less than 10 days before the event but more than 3 days before it, due to the rain forecast. If the reason for the cancellation is a forecast of rain (specifically a 70% forecast of rain during the event times as forecast by the Met Office) then, the customer can re-schedule their booking to another date within 6 months and any payment already made would carry forward to that new booking. If the customer chooses not to re-schedule, the initial payment (50% booking fee) would be lost but the rest of the payment would be refunded.

Cancellations of any equipmment by the customer less than 10 days before the event but more than 3 days before it, due to any other reason. If the rain forecast criteria is not met or the booking is being cancelled or altered for any other reason, (50%) of the cancelled items would be lost. 50% of the cancelled items would be refunded.

Cancellations by the customer less than 3 days before the event. If the booking is cancelled for any reason less than 3 days before the event, then there will be no refund of any part of the payment.

Cancellations in the rare occurrence that the company cannot fulfil the agreed services and cannot attend your location. This may be due to a company fault or a company error. Any money paid by the customer will be fully refunded.

On the rare occasion that the equipment that you have hired becomes unsafe to hire and/or becomes damaged, in need of a deep clean, we may need to change the equipment to another item. This can sometimes happen at the last minute as equipment is hired out daily. We have a wide range of excellent equipment so it would be highly likely that we would have a very good replacement for you. If for any reason that we couldn't’ replace the item for another a full refund would be given. If the replacement item is of lesser hire value, there will be a refund made for the difference.

Booking Fees Explained:

Any booking fee taken is a booking fee and not a deposit. The fee is to cover administration costs for creating your order and for reserving the item/s for you. This is not a returnable deposit. The amount will be credited to your order and taken off your bill. 10 days prior to the hire you will be asked to pay the remaining amount owed which will be the hire amount minus any booking fee made.

Refunds:

Please note that refunds will be made back via the same method as they were paid. Debit or Credit card refunds can take up to 3-5 days to process.

Payments:

By default, full payment is due 10 days prior to the day of the hire itself, unless otherwise agreed prior to the hire in writing. If you intend to pay via cheque or bank transfer, you must state this at the time of booking and agree on your payment date. Late payments after the agreed date will incur charge of £5/day late fee charge. If you have not paid for your hire and cancel, cancellation fees with still be due to be made.

Zero Tolerance to Abusive Behaviour:

A zero tolerance policy towards violence and aggression is expected throughout our service. No member of staff should be subjected to violent, threatening and abusive behaviour. Our employees have the right to work and carry out their duties in an environment free from violence, threatening or abusive behaviour. This policy supports the Corporate Health and Safety Policy and the Health and Safety Risk Assessment Policy. All employees have the right to be treated with consideration, dignity and respect. If our staff feel threatened in any way, we reserve the right to discontinue all verbal communication with the customer. The customer in this case is able to continue the conversation via email if they are able to do so in a non abusive way.

Abusive is defined as verbally threatening, using foul language, and emotionally out of control.