Question 1

Placing Your Order

Answer

You may telephone the office Monday to Friday between 9.00am and 5.30pm to place your order. If you phone out of hours please leave your details on our answer machine and we will call you back.

Question 2

Hire Period

Answer

The hire cost detailed in the order form covers a hire period of up to 72 hours or Friday to Monday hire. Our weekly hire rate is a double hire charge. For longer hires we will be happy to provide a quotation.

Question 3

Return Dirty Service

Answer

For an additional 25% of the hire charge we will wash and clean hired items on return to our premises. There is no return dirty charge on heavy catering equipment, table linen, marquees and garden tents. Plates should be scraped clean of food debris,, glasses should be returned empty and upright in their containers. Please note non-compliance may result in additional charges.

Question 4

Refundable Deposit

Answer

You are required to pay a refundable breakages/cancellation deposit of £100.00 within seven days or receiving your order confirmation to secure your order. (separate cheque to full payment for hire of items) The deposit will be returned by post after all the hire equipment has been returned and checked against loss or damage (please allow approximately five working days)

Question 5

Full Payment for Hire of Items

Answer

We must receive full payment for hire of items at least ten days before delivery date. If this is not possible please telephone our office to discuss alternative arrangements. You will be sent a confirmation of order detailing charges each time you place or amend an order (please check all details are correct). All charges are subject to VAT which is charged at the current rate of 20%.

Question 6

Making Amendments to Your Order

Answer

You can amend your order any time up to 72 hours prior to delivery of your items. If you are increasing your order we will do our utmost to accommodate you, please note that this is subject to availability.

Question 7

Insurance of Items

Answer

If insurance is required it is your responsibility to arrange under separate cover. We advise that you contact your house insurance provider to see if they will offer cover for the items hired during the hire period.

Question 8

Cancellation Charges

Answer

You may incur a charge dependant on how far in advance you cancel your order: - confirmed orders cancelled within 14 days of event – 50% of hire charge - confirmed orders cancelled within 5 days of event 100% of hire charge

Question 9

Delivery and Collection

Answer

We offer an efficient delivery and collection service. The delivery/collection charge is detailed above. Alternatively, please telephone our office for a quotation. The delivery/collection charges are based on our driver having an unencumbered access to a convenient ground floor location. You must ensure that a responsible person is in attendance to receive and sign for the items ordered. We cannot guarantee timed deliveries. However, we will endeavour to meet any particular requirements. Deliveries required out of normal working hours (Monday-Friday 9.00am-5.30pm) will incur an additional charge. Please telephone our office for a quotation. If you have any omissions to your order you must notify out office within 24 hours of delivery. Otherwise we will assume all of your hired items have arrived. All goods should be checked, re-boxed as appropriate ready for immediate loading. Please note that any delays or additional labour time resulting from the failure to have all goods ready for collection will incur additional charges. You can collect your order during office hours. Please inform the office of approximate collection time so we can insure your order is available for you when you arrive.

Question 10

Safety/Operating Instructions

Answer

All of our equipment is maintained to the highest standards and is supplied with full safety/operating instructions for its use. Please ensure that all those who are using the equipment are informed of the correct procedures on how to use it.

Question 11

Out of Hours Contact

Answer

We pride ourselves on our customer service and provide a mobile telephone number for any out of hours problems you may encounter (mobile number).

Question 12

Breakages, Damages or Loss of Items

Answer

All breakages, damaged and missing items are charged at the current replacement cost and will automatically be deducted from your deposit. If your deposit does not cover the full amount we will invoice your accordingly. Substitute equipment is not accepted. A full list of replacement charges is available on request. Boxes, cartons and laundry bags will be charged at £10.00 per box/carton/bag if damaged, part missing or not returned.

Question 13

Terms and Conditions of Hire

Answer

Full Terms and Conditions of Hire are included in your brochure. Placement of your order is acceptance of our Terms and Conditions of Hire.

Question 14

Table Linen

Answer

If your order is for table linen only please note that there is an additional fee of £1 per item ordered (or the same for every 10 napkins).