Cancellation Policy & Bad Weather
We offer a damage and cancellation fee waiver to protect you against unforseen circumstances where you need to cancel your order. More information can be found here.
We constantly monitor wind speeds and the weather to ensure that we obide 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 circomstances operate against HSE guidance. The safety of you and your family are our number 1 priority. Our insurance policy also mirrors the HSE guidance.
Cancellations by the company due to weather warning 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.
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 6 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 6 months and keep 75% credit on the order.
2) Have 50% of the 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
Cancellations by the customer at least 14 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%) would be lost but the rest of the payment would be refunded.
Cancellations by the customer up to between 14 days and 3 days before the event 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 50% booking fee would be lost but the rest of any other payments 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 payments made and the cancellation fee is 100% of the hire amount.
Cancellations in the rare occurrence that the company cannot fulfil the agreed services. This may be due to a company fault or a company error. Any money paid by the customer will be fully refunded.
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. 7 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 7 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 £10/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.