Upon delivery our professional drivers will set up the equipment and perform an onsite safety check and ensure you are happy with everything prior to taking payment when you will be asked to sign our terms of hire and issued with a safety guide.
FREQUENTLY ASKED QUESTIONS
1. How do I book?
The preferred method is by telephoning us, alternatively you can use the online booking form. You can also text us or email us.
2. How much notice do I need to give for a booking?
You can book anytime however bookings get very busy so please book as early as possible to avoid disappointment. Alternatively you can call us on the day as we may have availability.
3. How much does it cost?
The prices are displayed under/above each photo on the website however they may be a delivery charge depending on your location if outside of the free delivery area. (If more than 5 miles from Banstead - please call for delivery rates). Each price is for a day hire, regardless of how long you want the castle for. The work involved is the same, if you want it for a couple of hours or the whole day, and we cannot hire it out to anyone else on the same day. If for any reason we need to re-deliver (ie. you are not at home on first delivery attempt, or we are likely to be waiting beyond 20 min for set up etc) there is a re-delivery charge of £10 due.
4. What do the prices include?
All bouncy castle booking prices includes set up, and collection within the local delivery area, a blower, and safety crash mats.
5. When are your bouncy castles available?
Our castles are available 7 days a week all year round including Bank Holidays.
6. How long do I get the equipment for?
Most parties are in the afternoon and so we will deliver and set up your castle for home hire between 8 am and 12 noon. We will then come and take the castle away after your party has finished usually from 5.30 pm onwards. All times are done as per our delivery route so every customer gets at least 7 hours + hire usage. (ie generally if you are 3rd on delivery route, you are then 3rd collection) Although if you would like different delivery and collection times these can be arranged to suit no later than 8.30pm. If you would like it after that time then we offer a late night / overnight hire for £30 extra.
For all hall hire / venue hire we can deliver & collect to set times to suit. (please allow 30 min to set up and again 30 min to pack away either side of your party times)
7. Do you hire overnight?
Yes, but an overnight charge is applied on most inflatables. This can be done at the time of the booking and maybe requested by phone on the day however this is subject to availability and some notice must be given. If we arrive to collect on schedule and you then request an overnight hire, which is confirmed available, a re-collection fee of £10 will be due. You will be responsible for the safekeep / any damage of the inflatable at all times and it must be covered by tarpaulin which we provide for overnight hire. It is always best to check you are covered on your household insurance.
8. Do I have to pay a deposit?
No deposit is required.
9. How do I pay?
Cash on delivery, as we do not accept credit card payments to keep our costs low. By prior arrangement bank transfer can be done for large orders however this needs to be cleared 24hrs before hire date.
10. What if I need to cancel?
You can cancel at anytime, all we ask is that you give us as much notice as possible. Please telephone or text if its less than 24 hours as we cannot accept emails at late notice. There is no cancellation fee however if we arrive for delivery on the day and you do not want your order, without any cancellation notice, you will be liable for full payment and charged. Please note all cancellations are now quoted a reference number for proof of cancellation.
11. What if it rains?
Unfortunately the bouncy castles cannot be operated in very wet conditions, thunderstorms, snow or high winds due to safety reasons. Therefore if there are any of the above conditions when the castle is due to be delivered it will not be set up for safety reasons and may be cancelled. We will of course inform you or call to discuss this with you. If you already have the castle up and running and in the course of the day there is a light shower then most of our castles have rain covers, however there are guidelines with regards to usage which will be explained on the day. Don't forget you can always cancel without any charge if you change your mind because of the weather.
12. Can the bouncy castle be set up on a slope?
Unfortunately this is not possible however if it is a very slight slope it may be possible, you will need to discuss this prior to the booking.
13. How long does it take to set up/inflate/deflate/pack up the inflatable?
The bouncy castles take approx 10 minutes to set up and 20 minutes to pack up. However this is only an estimate, times may vary depending on which castle you hire. Please make sure any access is cleared and payment available as this can delay set up.
14. How much space is needed?
You will need to allow a minimum of 2 feet around the castle for safety reasons. Please make sure all garden items such as garden toys, swings, slides, patio furniture, rubbish etc. are removed from the area where the castle is to be sited as our drivers cannot wait while this is being done on the day of delivery. Please note if for any reason you have not taken into account the space required and the castle does not fit you will be liable for full payment of your order.
15. When I hire the castle is there anything I need to provide?
We supply all the hardware you will need for the castle, all you need to provide is a normal 240 volts mains power supply (plug socket) and extension if it's for your garden.
16. Do you supply safety instructions?
Yes we provide detailed safety instructions with every hire.
17. Is there an age limit for children using the castle?
Yes all our castles are suitable for children up to and including the age of 12. (except the adult inflatables)
18. Are the inflatables clean?
All our inflatables are cleaned prior to you using them, but if you get it dirty, we will expect you to clean and leave the inflatable in the same condition you received it in.
19. What type of surface do I need?
Grass is always the safest, however we can cater for halls or hard surfaces (smooth concrete / tarmac only - not gravel, uneven ground, mud/soil). Please make sure any surface is free from animal waste or we cannot set up.
20. Can you go through my house and is there any delivery restrictions?
We prefer a side entrance or rear access, due to the weight of the inflatables and most inflatables require a minimum of 32in width for access. (larger inflatables will require wider access of 1 metre width) We cannot carry any equipment over fences or up / down stairs (more than 3 /4) so if your access is only via this then we cannot deliver. Please note if this is not declared on booking and we arrive with the castle you will still be liable for full payment and charged. Please make sure the access to your garden is clear for delivery as our drivers cannot remove any items themselves in order for us to deliver.
21.Can the soft play be used outdoors?
We prefer soft play to be used indoors however should you wish to use it in a garden we ask it to be covered by a marquee. Please understand that soft play equipment is used by very young children and when exposed to the elements will deteriorate and collect dirt. The soft play is made of a high density foam interior which if gets wet will not be able to dry out and therefore will be unusable. We therefore request that if you hire for outdoor use it will be used inside a sheltered and walled marquee with just one entrance because the soft play can roll out and get damaged. We reserve the right to charge for cleaning if the soft play is returned dirty or damaged due to misuse, or used on any form of outside surface.
22. Can adults use the inflatable?
No adults, unless you have ordered an inflatable for adults. It is not approved under Health and Safety guidelines, and also the insurance company.
23. Do you have insurance?
Yes - £5,000,000 public liability insurance. Our insurance certificate is available to view upon request. Please note public liability insurance only covers Banstead Bouncers for their negligence and would not cover you the hiree for your negligence or any damage to the inflatable caused by you the hiree. If you have any questions regarding insurance please contact us.
24. What could go wrong? & excuses other companies give
Castle is damaged? We have replacements
Van broken down? We have a fleet of delivery vehicles for your reassurance
Staff gone sick? We have a team of full time staff which are on call
Double booked? Our booking system has never double booked in 10 years since we started and we do not accept bribes for already booked castles!
Stuck in traffic? We always allow sufficient delivery time slots however in the event of an accident or road closure we would call you to let you know our ETA and endeavour to get your order set up in record time.
Castle does not fit? Please make sure you measure correctly for the castle you order. Although we may be able to deliver a replacement that fits, sadly we cannot shrink them to fit.
As we pride ourselves on safety before monetary gain, the only reason we do not deliver is in severe bad weather, which is for your children's safety. However we always call you to discuss this first, as you may like to transfer to a local hall for your party.