Reporting Faults and Service Issues

Any fault, defect, damage, malfunction, missing item, or service issue relating to any equipment, inflatable, bouncy castle, rodeo bull, garden game, karaoke system, party equipment, entertainment service, or other product supplied by us must be reported to us immediately upon discovery.

We provide a 24-hour support service and will make every reasonable effort to investigate and resolve any reported issue as quickly as possible.

Failure to notify us at the time the issue occurs may prevent us from being able to verify whether the equipment or service was faulty, damaged, used incorrectly, affected by site conditions, or otherwise unable to operate as intended. As a result, we may be unable to uphold any claim relating to the reported issue.

Claims that equipment or services were faulty, defective, damaged, or not working correctly must be reported during the hire period or event. Once the hire period or event has ended, we cannot accept claims that equipment or services did not work correctly unless the issue was reported to us at the time and we were given a reasonable opportunity to investigate, verify, and, where possible, rectify the problem.

✔ Standard Checks & Key Terms

• ✔ Cancellations in June, July, August & September: No refunds within 14 days of your booking.

• ✔ Booking Times: Standard hire up to 5 hours, capped at 5pm. After 5pm = £10 per hour surcharge. Overnight hire available after this

• ✔ Weather Policy: We do not set up in rain or wet conditions. Garden bookings are at customer’s risk – deposits & payments remain non-refundable if cancelled due to weather.

• ✔We don't PAT Test our electronics as its not a legal requirement let us know 4 weeks in advance if this is needed

• ✔ Deposit Refunds: Deposits are non-refundable unless we cancel.

• ✔All correspondence regardings your bookings are done by email, we will always reply to the email on file upon booking so please ensure these details are correct, if you have another means of contact please notify us of this upon booking, all emails will come from Support@bristolbouncycastlehire.co.uk its the customers responsibility to check emails for any booking ammendments, changes, confirmations and cancellations

• ✔ Rescheduling: You may reschedule your booking within 6–12 months (depending on service) at no extra cost, subject to availability. Admin fees may apply

• ✔ Safety: All inflatables must be supervised. No food, drink, face paint, pets, or climbing on walls of castles.

• If the castles exceeds 6 kids at a time the blower pipe may come off due to safety pressures, in this case please see the link below on how to re attach during any booking https://youtube.com/shorts/kEN9pJmC1ns?si=lPhZC_0Z47xl6CXf

• £30 Charge will apply. For cleaning and time.

• ✔ Pipa Tests: while many of our castles have a pipa test not all do, please ask prior to booking with us if our hall or venue/council requires it or a alternative castle may be offered

Pay per play document [ When you charge a gusst per play]

PAY PER PLAY TERMS

1. Booking Confirmation & Payment

• A booking is only confirmed once the deposit has been received.

• Deposits are payable within 7 days of receiving your booking form unless paid directly online.

• Standard hire is up to 5 hours.

• After 6pm: £10 per additional hour (overnight options from 9pm).

• Late Payments: £10 per day charged on overdue balances from 7 days after due date.

• Minimum order values are stated once you input your area, we have a £60 minimum delivery charge per booking

• Document Request Requirement

  All required documentation must be requested and submitted prior to the event date. It is the responsibility of the client to ensure that any necessary documents—including but not limited to insurance certificates, risk assessments, site plans, and permits—are requested with sufficient notic

  Failure to request or obtain the required documentation within this timeframe may result in delays, additional charges, or the inability to proceed with the event. We accept no liability for any disruption caused by missing or late documentation requests.

2. Cancellations & Refunds

• Cancellations must be confirmed by phone, text, WhatsApp, or email.

• If cancelled within 72 hours of the event, we may charge the full remaining balance.

• Deposits: Non-refundable unless we cancel your booking (e.g., indoor venue unavailable).

• Rescheduling: Allowed free of charge within 6 months (12 months in some cases).

• Party packages are non-refundable but may be swapped or rescheduled within 6 months.

• Refunds (if applicable) processed within 30 days.

3. Party Information & Payment

• Correct event details (date, time, address, contact number, package/character) must be provided at booking.

• Entertainers are self-employed – final balance is payable on the day of the event.

• Entertainers may request full payment before starting if not already paid.

4. Safety & Venue Requirements

• All inflatables require minimum 3ft access width (lanes/doorways). Please check in advance – video/photos may be requested.

• We do not set up on unsafe terrain or public land without permissions.

• Community hall bookings after 20th July must allow flexibility in times due to demand.

• Customers must ensure venues permit inflatables and meet height/space requirements.

5. Equipment Use & Restrictions

• Self-hire/DIY party packages are non-refundable once reserved (includes castles, mascots, candyfloss, accessories).

• All castles must be supervised.

• Strictly no:

  • Pets on inflatables

  • Food, drink, or face paint

  • Climbing on inflatable walls

  • Electronics are all tested the day before a booking and delivered in to be working condition, as is with electronics equipment sometimes electrical faults are out of our control and they are hired with this understanding

6. Weather & Risk

• We do not set up in rain, snow, or high winds.

• Garden bookings are at the customer’s risk. Deposits remain non-refundable if cancelled due to weather.

• We recommend always booking a community hall/indoor venue as a backup (with high ceilings).

• Admin fee may apply for last minute castle changes either unit of themes

7. Travel & Delays

• Travel surcharges may apply for some postcodes.

• We aim to arrive:

  • 1 hour before party packages

  • 15 minutes before mascot-only bookings

• Delays outside our control (traffic, local events, accidents) do not entitle refunds.

8. Complaints

• Must be made within 24 hours of the event.

• We aim to resolve complaints within 7 days (up to 60 days in line with consumer law).