At OSR, we want to make your booking process simple, transparent, and stress-free. Please take a moment to read through our policy before confirming your hire.

*Non-refundable commitment fee- The commitment fee is an indication that the client intends to proceed and we owe you a duty of care till our contracts expires immediately after our service is rendered. If client proceeds with the contract, the commitment fee is part of your total charges.*

• Booking & Commitment fee: 

Full payment is required upon booking and includes a 25% non-refundable commitment fee. If the booking is cancelled, a partial refund may be issued, excluding the commitment fee.

Your booking will only be confirmed once payment has been received. 

If any equipment is damaged beyond repair or becomes unusable, additional charges may apply.

Please be advised that bookings cannot be completed or confirmed unless a booking form is submitted and payment is received.

• Website Images Disclaimer:

Images shown on our website are for illustration purposes only and may not represent every item included in your chosen package. For full details of what’s included, please refer to the product or package description on the package page.

• FEEs:

All hire payments depend on the package selected and the individual client’s requirements.

Please ensure that full payment is made through the payment service provided on our website. Failure to complete payment may result in your booking being cancelled.

We recommend booking your hire at least 72 hours in advance to secure availability. Bookings made within 72 hours of the event will incur a late booking fee.

• Custom Design & Theme:

To help us create the perfect setup for your event, please provide all the necessary details about your design or theme requirements when booking.

Once confirmed, we’ll begin working on your project and share sample designs for your approval before proceeding with final creation and printing. We’ll need your confirmation before moving forward.

Once a design has been approved by the client, no refunds will be issued if you are dissatisfied with the design on the day of hire.

All communication regarding custom designs will take place via email.

• Event Space:

It is the client’s responsibility to provide accurate measurements of the space where the bouncy castle or equipment will be located. If incorrect measurements are provided and we are unable to safely deliver or set up the equipment, you will still be required to pay the full outstanding balance, and any payments made prior to delivery will not be refunded.

Full payment for hire must be made before delivery. If payment is not received the day before your event, we will not be able to deliver your equipment.

It is the client’s responsibility to provide the correct delivery address when placing a booking, including the postcode, building name, or business name.

Our team uses the local navigator system to locate your address. If the address provided is incorrect, the system may direct the driver to the closest match, which can result in delays or delivery to the wrong location.

Please ensure the address you provide is accurate and complete to avoid any disappointments. OSR cannot be held responsible for costs, delays, or missed bookings caused by incorrect addresses.

• Parking Fee:

When hiring equipment from OSR, it is the client’s responsibility to ensure suitable parking is available at the event location, allowing sufficient time for setup and removal of our equipment. This may include providing a visitor’s permit, arranging pay-by-meter parking, or ensuring there is free access for our team.

If no parking is available and our team receives a parking ticket, the client will be invoiced for the full amount. Payment must be made promptly upon receiving the invoice (sent via email or post).

Please note, if the parking notice is not paid by the client, the matter may be referred to court for resolution.

• Equipment delivery, set-up and collection policy:

At OSR, we offer full setup and pack-away of all equipment according to your preferences. We are responsible for delivering the equipment to your chosen location and collecting it from the specified location after your event.

Please note that we cannot provide exact delivery or collection times. However, we will deliver and collect your equipment within the time slot window specified when booking, ensuring it is ready before your event starts.

We understand that some events may fall outside our standard delivery hours. If you require delivery outside our usual time, please contact us via email to discuss options. Additional charges may apply for bookings outside standard hours (18:00pm).

Our delivery team follows strict schedules and will begin setting up the equipment immediately upon arrival. Any delays caused by clients may incur charges of £10 for every 10 minutes, or delivery may be refused without refund.

• Refund & Cancellation Policy:

At OSR, we may occasionally need to cancel outdoor bookings if wind speeds exceed 24 mph. If you are able to move your event to an indoor location, we can usually continue without cancelling.

If we do need to cancel your booking, we will contact you beforehand, and you will receive your payment excluding the non-refundable commitment fee within 10 business days.

If you need to cancel your booking, please let us know at least 7 days in advance. Cancellations made after this period may result in partial loss of your payment. To avoid this you can also reschedule your hire date.

Please note: if you choose to hire an inflatable in wet or rainy conditions and we set up the equipment, but you decide to cancel afterward no refunds will be issued.

All refundable payments will be processed and returned within 5–10 working days after your hire date.

• Additional Charges:

Please be aware that the following additional charges may apply to your booking:

1. Congestion Zone: If your event location is within a congestion charge zone, the applicable congestion fee will be added.
2. Outside Delivery Area: We have a 5-mile delivery catchment area. Locations beyond this may incur an additional fee, depending on the distance.
3. Stairs: If the booking location includes a flight of stairs, additional charges may apply.
4. Floor Type: For outdoor bookings, if the bouncy castle needs to be placed on concrete or any surface where it cannot be securely anchored, an additional fee will apply.

• Hire Location:

Please ensure that the location you provide for your hire is a safe and suitable environment for all participants. If our team determine that the location is unsafe or unhealthy, we will not allow equipment to be set up, and this may result in partial loss of your payment.

To ensure a smooth setup, please:

·       Make the location easily accessible. If there are any access issues, inform us in advance.

·       Ensure the surface is flat and clear of potholes, glass, animal waste, sharp sticks, or stones.

·       For outdoor setups, inflatables cannot be anchored on artificial grass; sandbags will be used instead.

·       Provide an adequate power supply if required. Failure to do so is the client’s responsibility and may result in loss of refundable deposit.

The client must be present during setup to approve equipment placement and sign hire agreement checklist. If the client cannot be present, please ensure someone authorised is on-site. If no one is present, our delivery team may not be able to complete your booking. OSR cannot be held responsible for adjusting or moving equipment if the client or representative is unavailable or dissatisfied with the placement.

• Delays & Breakdown Liability:

All delivery and collection times are approximate. OSR will always strive to ensure our drivers arrive within the specified time slots. However, due to factors outside of our control such as traffic, delays at previous deliveries, or vehicle breakdowns. We cannot be held responsible for any losses, costs, or additional compensation.

We recommend allowing a 2-hour window either side of your delivery and collection to help ensure the smooth running of your event.

In the unlikely event of a breakdown of OSR’s equipment either before or during your event that prevents us from fulfilling our contracted obligations, our liability is limited to a pro-rata refund excluding commitment fee for the specific item affected.

If a breakdown occurs during your event, the refund will be calculated based on the remaining booked time for that item. Refunds will apply only to the item at fault and not the booking as a whole.

This also applies to generator failure, where refunds will be limited to the cost of the affected generator, and not any equipment it powers.

We highly recommend using additional power sources to avoid disruptions.

• Damage & Liability Policy:

Please inspect your order upon reception and inform us immediately if the item is damaged or wrong item received, so we can evaluate the issue and make it right.

If any hired equipment is damaged or dirtied intentionally, through negligence, or by not following our terms and conditions, you may incur additional charges. 

• If equipment is damaged to the point it is unusable, the cost to repair or replace will depend on the extent of the damage.
• If the damage costs exceed the deposit, we will discuss payment options with you in writing, which will be documented in a contract requiring signatures from both parties. Failure to comply with this agreement may result in additional admin fees and potential legal action.

For home bookings, it is the customer’s responsibility to ensure the delivery team has clear and wide access to the setup location. OSR cannot be held responsible for any damage inside or outside the property. Please take all necessary precautions before and during delivery.

• Reporting Faults & Equipment Issues:

All equipment faults or breakdowns must be reported to OSR immediately via email. Do not use the equipment unless you have been advised by OSR that it is safe to do so.

Where possible, we will dispatch a team member to inspect the fault and provide a replacement, subject to availability on the day. We aim to repair or replace the item within 2 hours of reporting.

Please note: if we are unable to fix the fault on the day, any reduction of our fee is at the discretion of OSR and will be limited to a pro-rata adjustment based on the time the equipment was out of use.

• COVID-19:

When hiring bouncy castles or party equipment, it is the customer’s responsibility to ensure that all government social distancing and COVID-19 guidelines are followed.

By signing the hire agreement, you acknowledge that the equipment will be used in a manner that complies with current government regulations regarding COVID-19.

• Bouncy Castle & Equipment Safety Rules:

All bouncy castles have age (3-11 years old) and height restrictions (6-7.5ft tall) that must be followed at all times to ensure the safety of all children.

To ensure the safety of all participants, the following rules must be followed at all times:

• A responsible adult (18+) must supervise children at all times.
• Do not move or reposition the inflatable while in use.
• Do not turn off the inflatable; this is staff responsibility.
• Do not enter the inflatable unless it is securely anchored.
• No climbing on walls, beams, or towers.
• No somersaults, flips, or rough play (bouncing off walls, wrestling, or kicks).
• Keep safety mats in place at the entrance/exit.
• Do not inflate or deflate the inflatable while children are on it.
• Avoid overcrowding, only children of similar size at a time.
• No adults on inflatables where prohibited.
• No face paint, jewellery, phones, or tablets.
• No food, drinks, party poppers, silly string, or animals.
• No spectacles, sharp objects, or shoes.
• No smoking near the equipment.
• not allow large and small children on the bouncy castle at the same time.
• Adults should not enter the bouncy castle while children are using it.

Once all equipment is set up, our team will go through the health and safety procedures and provide a risk assessment for using the equipment.

It is the client’s responsibility to:

·       Ensure adequate first aid facilities are available on-site if needed.

·       Ensure safety barriers are installed around equipment where required, unless a different arrangement has been agreed in writing with OSR.

Following these rules helps prevent accidents and ensures everyone has a fun and safe experience.

By placing a booking, the customer confirms they have read and understood all health and safety documentation, including requirements from the venue. Copies of insurance, testing, and risk assessments are available upon request before the hire. Please email us if you require any documentation at osr@oriahssoftplayrental.info.

Please note that the person who signs the hire agreement is responsible for following OSR’s Terms & Conditions.

By signing this hire agreement, you confirm that you have read, understood, and agree to abide by all terms and conditions outlined within it.

Once we receive your signed booking form, we’ll send you a confirmation email to let you know your reservation is complete.