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FAQ
On delivery
We request that the Hirer is present at the venue when we arrive to deliver. This is to ensure that the play equipment is set up/positioned where you want it to be in your venue.
The hirer being present is also to ensure 100% satisfaction with the play equipment we provide, as well as to be able to check the condition of the play equipment when it is delivered.
If drivers arrive and the hirer is not present, drivers will set up the play equipment where they think is best, provided the venue is secure and a venue caretaker or someone from the party is present. The area where the play equipment will be set up must be cleared of all furniture and clean before we arrive to deliver.
If the named hirer will not be present please appoint one person to show our staff where you would like the play equipment to be set up. We value our time so once set up, play equipment will not be moved by our staff.
We require a minimum of at least 3 m clear access in either direction through any corridor or doorway we will travel through with play equipment. We reserve the right to refuse delivery if we feel there may be damage while we deliver or collect. No refunds will be issued if we arrive and can not set up with ease. Lush soft play hire accepts no responsibility for damage caused in the process of delivering or collecting our play equipment to any site.
Please have your mobile phone on (it has to be the number you provided to us), be able to hear it, and with you at all times. We may try to ring you if we cannot find the venue or we are running late.
We will also try to ring you if we arrive at the venue and you are not there yet or we can not gain access or park in our reserved space.
You may also want to provide an alternative number of a close relative or friend who will be with you on the day.
Please arrange legal parking space for our delivery van before we arrive if parking is limited. Bus Lanes, Double Yellow, Double Red, Single Yellow and Single Red lines are not acceptable forms of parking as our van(s) may obtain parking tickets.
Parking across the road from the venue isn't suitable (safety of our staff is a priority).
All parking penalties received in the process of delivering and collecting from venues will be passed on to and paid by the named hirer.
Delivery to venues with stairs
Delivering play equipment to venues with stairs or a lift may incur an additional charge as it requires more labour and time in setting up.
All necessary questions regarding access will be asked on the booking form. If there is an additional charge, it will be determined on receipt of your booking form. We will always inform you of any additional charges by email to make sure it's okay with you.
Please do not misinform us of the accessibility of the area where we will be setting up.
We reserve the right to refuse a delivery of our play equipment if you have misinformed us of the accessibility of the venue. This is a Health and Safety Precaution and payments will not be refunded if access at the venue is not as described on the booking form.
Delivery to homes
As well as the other terms and conditions of hire on this page, please be aware that we are not responsible for pets or children while we are delivering and collecting play equipment.
Please supervise pets if you feel they may run out if doors are left open while we go back and forth from the delivery vehicle and supervise all children while we set up and collect.
Please note that you must have enough space for the equipment you have hired and you know exactly where you want it set up BEFORE we arrive to deliver.
If we arrive and space is inadequate and/or insufficient for the items you have hired we may not set up all the the play equipment you have hired for the safety of all users and no payments will be refunded if we have to do so.
Please take in to consideration Fire Exits when deciding where play equipment will go.
Once set up, equipment will not be moved by our staff and we advise you not to move set ups once we leave because we perform a risk assessment before setting up.
Set up areas must be cleaned and tidy before drivers arrive to deliver. We will not wait around for venues to be cleared and/or cleaned. If the venue is not ready, we may leave the play equipment for you to set up yourself, only if it safe to do so.
If its play equipment that's a bit more technical to set up, we'll have to leave to keep to a pre planned schedule.
Our delivery drivers have a delivery schedule which they adhere to strictly. Unfortunately, on occasion, there may be unforeseen circumstances beyond our control such as heavy traffic due to road closures, diversions, temporary traffic work, serious accidents, special events and poor weather.
We do our best to call or send you a text if we are running late for any reason. You can aid us by informing us of any temporary road works or congestion in or around the venue area that may cause delays.
We appreciate your understanding and patience if we are running late for reasons beyond our control.
It is the hirers responsibility to ensure the venue or area where our equipment is to be set up complies with all Health and Safety Regulations.
We advise that the intended play area is spacious and enclosed.
The space should not have any slopes, particularly for Toys & Big Games.
Avoiding damage to venues and injury to persons
Our delivery trolleys require a full turning circle space of at least 3 m. Trolleys also require 2 m width clearance to travel through doors. This space is required to ensure trolleys don't leave marks or scratches on walls and doors. We accept no liability for any damage caused in the delivery and collection process of our play equipment.
Please advise members of the building, public or party to not walk directly in front or behind trolley(s) as it is being transported along or through corridors or buildings.
Rules for the equipment
Some of our rules of use are:
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No face painting, glitter paint, silly string,
party poppers to be used on or near the soft play area, ball pit and bouncy castles.
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Children must be supervised by an adult at all times!
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No shoes in any soft play area, ball pits or bouncy castles.
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No food, drinks and cake consumption in the soft play area, ball pits.
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Our soft play equipment and ball pits are to be used only by the adequate age group that is appropriate for each selected package.
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Only toys and equipment provided by Lush soft play hire are allowed in the soft play area and ball pit.
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No glass, drinking glasses or bottles are allowed near or in the soft play area, ball pit or bouncy castles.
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No smoking near the soft play area, ball pits and bouncy castles.
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No animals to be in the soft play area, ball pits or bouncy castles.
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Play equipment is not to be removed from the soft play area.
Which payment methods do you accept?
We accept cash and bank transfer.
What is your policy for damaged products?
The hirer is responsible for any damage to the equipment, if the repairs are more than the bond money paid you will be charged for the remaining cost of the repairs.
How do you clean your equipment?
Each piece of equipment is carefully cleansed and sanitized before and after your event. We use an antiviral hospital grade disinfectant product that kills up to 99.9% of viruses.
Do we need to pay a security deposit when hiring the equipment?
Yes, A £100 refundable security deposit is required for each hire period. This is payable upon booking to secure your date and will be refunded to you as soon as the play equipment is collected in the same condition they were hired out, and in a satisfactory state of cleanliness.
The bond may be forfeited as a cleaning fee if play equipment is returned moderately soiled or wet. It may also be used to cover costs associated with minor damage of play equipment. Please refer to our terms and conditions for our damage policy.
Is delivery included?
Yes! A full delivery, set up, pack down and collection service is included for all our packages.