RENTAL POLICIES AND PROCEDURES
MAKING A RESERVATION
To confirm your booking, we require your contact information, a valid credit card number, a non-refundable deposit, and a completed rental contract. We require a deposit of 40% of your total bill, which will be applied towards your final balance.
Payment can be made in any of the following ways: cash, personalized cheque with ID, email transfer or credit card. We take payments in person, over the phone, or by email. You may pay the final balance at any point before your event, but we must receive full payment before the items can be delivered or picked-up.
CHANGES AND CANCELLATIONS
Your satisfaction is of the utmost importance to us. The day you book your order, the items are considered out of our inventory for your date and thus made unavailable to other potential customers. This ensures you will have all of the items you need on the date that you require them. As a result of this, we do have certain policies regarding changes to your order. All reductions in numbers must be received two weeks prior to your event. Any reductions or cancellations made within 14 days will be subject to a cancellation fee. Any increases in your numbers must be made prior to your event date, and are subject to availability. See our Cancellation Policy below for more detailed information.
Reductions in quantity are limited to 20% of the original amount ordered per item and must be made a minimum of 14 days prior to your event to avoid penalty. Any items cancelled within 1 week of the event will be charged at full rental rates plus taxes.
The rental rate is based on a 24-hour rental, please contact us and ask about our extended rental rates.
PICKING-UP YOUR RENTAL
Please contact us and arrange a pickup time with your booking coordinator. Either you or someone else can pick up your order. If another person will be picking up the rental items, they will need to know the name that your order is booked under and settle any remaining balance owing on the account. You are responsible for any and all damage that may occur during transportation to and from your event site.
DELIVERY & PICK UP
Delivery rates are based on drop off point that is easily accessible to our driver, driveway, garage, or yard. All deliveries require the signature of a responsible party for equipment to be left. Should you require delivery beyond our truck tailgate or set-up and take down of items, please request a quote prior to your event.
Delivery times are set on the week of delivery. If you have special delivery requests, please contact us ahead of time and we will do our best to accommodate your needs. For an additional fee, it is possible to arrange for before- and after-hours deliveries, as well as time specific deliveries.
We will set up all Megaframe and Marquee tents, all tent specific accessories, dance floors, portable flooring, staging, trailer washrooms and custom lighting packages. We are available to set up chairs, tables, general lighting and other items for an additional set-up and tear-down fee. Generally, we do not offer to set up the table settings, linens, or other general decor items, however, we can often coordinate this if required. Delivery is an additional fee as rates will vary on location.
IS YOUR ORDER IS COMPLETE
We do our best to make sure your order is complete. If you discover any missing or damaged items upon receipt, please contact us immediately so that we can make a note on your account and make arrangements to replace the items if desired. We cannot accept disputes after an event is over.
MISSING AND/OR DAMAGED ITEMS
You (the customer) are responsible for returning rental items in the same condition in which they were received, except for ordinary wear and tear. You are liable for the replacement cost of damaged or lost items. No loss or damage of any type will be covered. If you do have missing or damaged items upon return, you will be informed as soon as possible. If any items can be located and returned within one week of your specified return date, we will refund the full replacement amount back to you. No refund after one week. Repair fees for damaged items must be paid upon receipt of an invoice. Any items considered un-rentable by Vancouver Event Rentals standards will be charged at full replacement value. The customer is responsible for the goods from the time of pick-up/delivery until the items are returned. Be sure that all equipment is secured and protected from the weather while it is in your possession.
Rental items are charged for time out, not for use. Every item that leaves our building is treated the same way upon return, used or not. No refunds are given for items that were not used during your event.