OUR FREQUENTLY ASKED QUESTIONS
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Booking & Payments
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No. From time to time we review our pricing to stay competitive, but once your hire agreement is in place, the prices on it are locked in and won’t be affected by any future changes.
Your remaining balance is due no later than 28 days before your event date.
We hold your date for 48 hours after your booking is confirmed. If we haven’t received your deposit or heard from you within that window, we’ll release the date back into our diary so it’s available for other couples.
We’ll always make reasonable attempts to get in touch if a balance is outstanding. If it remains unpaid within 28 days of your event and we’ve been unable to reach an agreement, any discounts applied to your hire agreement will become payable in full.
To secure your date, we ask for a non-refundable deposit of £150. This can vary slightly depending on things like your event date, the overall value of your booking, or any promotions running at the time, and we’ll always confirm the exact amount with you before anything is due.
You can make payments at any time through our online portal at portal.crackinevents.co.uk.
We don’t offer a formal credit facility or monthly instalment plan, but you’re welcome to make ad-hoc payments towards your balance at any time in the lead up to your event, as long as everything is settled by the 28-day deadline.
Changing Your Booking
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It might. Where you add items, we may be able to apply extra discount depending on your overall order. Where you remove items, any existing discount will be recalculated to reflect your new total.
Six weeks before your event date, unless a member of our team has agreed a different arrangement with you.
Yes, plans change all the time and we’re happy to help. You can amend your hire agreement any time from booking right up until six weeks before your event, unless we’ve agreed otherwise with you directly.
Cancellations
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If you cancel within 28 days of your event, 50% of your total invoice amount becomes payable, minus anything you’ve already paid.
We’re sorry to hear it if you ever need to cancel, and we’ll do what we can to make the process straightforward. If you cancel more than 29 days before your event, we’ll refund everything you’ve paid except your initial deposit and any reasonable financial loss we’ve incurred. You can request a written breakdown of any loss if you’d like one.
In the unlikely event that we need to cancel your booking, we’ll refund everything you’ve paid, including your deposit, within 5 to 7 working days, along with written notification explaining why.
Security Deposits
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We refund security deposits after your event date, and this usually takes between 7 and 10 working days to reach you.
If damage falls within the scope of the deposit, we’ll let the lead contact on the booking know in writing within 72 hours of the event.
Only if you’re hiring items for an outdoor ceremony or our mini golf. In both cases, we ask for a refundable £100 security deposit at the time of booking, which protects against our insurance excess if any damage occurs.
Delivery & Setup
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Collection happens either after your event ends or the following day, depending on availability and what’s agreed with your venue. We’ll confirm the exact plan with you 28 days before your event as part of your final details.
We aim to have everything delivered and set up at least an hour before your event start time.
Delivery is free where your invoice value is £400 or more and your venue is within 20 miles of our premises in Hurlford.
Beyond 20 miles, delivery is charged at 25 pence per mile.
Yes, it’s worth checking this with your venue in advance. It’s the customer’s responsibility to make sure there’s sufficient space for the items you’ve hired.
Site Visits & Consultations
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Up to 50 miles: £60. Up to 100 miles: £100. Up to 140 miles: £140. Up to 200 miles: £180.
Where a site visit or on-site consultation is needed, there may be a charge depending on how far your venue is from our premises.
Damage & Responsibility
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We check every item at both delivery and collection. If accidental damage has occurred, we’ll issue an invoice for repair or replacement at cost price, no more than that.
Yes, always. An appropriate adult should be supervising at all times.
No, please leave this to us. Under no circumstances should third parties attempt to move, assemble or dismantle hired items, and responsibility for any injury or damage that results sits with the customer.
No. Children should always be supervised by an appropriate adult while using our hired items, and we can’t be held liable for a child’s welfare, including choking risks or injury from unsupervised use.
No, although we take this seriously and display allergen advice on all carts containing perishable items. Responsibility for checking items are safe to consume sits with the guest and the customer. Sweets are supplied based on an average of 120 grams per person.
Yes, responsibility for items on hire sits with the customer, including for any damage caused by guests.
Promotions & Discounts
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Yes, we run promotions and discounts from time to time and reserve the right to withdraw them at any point.
Not retrospectively, no. Once your hire agreement is created and your deposit is paid, a new promotion or discount can’t be added to it. If you’d like to cancel your existing agreement in favour of a new offer, our standard cancellation terms would apply.
Photography & Social Media
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We may do, yes. We reserve the right to photograph items on hire for use on our official social media channels and website, so we can show future couples what’s possible.
Conduct
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We won’t accept inappropriate behaviour towards our team at any point before, during or after your event, this includes swearing, shouting, aggressiveness, assault or abuse. If this happens, we’ll first ask the person involved to step away from the setup area. If it continues or is serious, we may need to remove our team and equipment from the venue, and any serious incidents will be reported to the police.
General
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If one part of our terms is ever found unenforceable, it doesn’t affect the rest of the agreement, everything else remains in place.
Paying your initial deposit means you’re accepting our full terms and conditions.
No, all items hired from us remain our property at all times, including after your event.