Cancellation and Refund Policy
It is the customers / clients responsibility to measure the size of the area that the bouncy castle, inflatable or soft play will be located, including the venues ceiling height for indoor hires. The bouncy castle and soft play size is clearly displayed within the bouncy castle or soft play description and its required area Ace Bouncy Castles reserve the right to cancel/refuse the setup of a bouncy castle or soft play if:
Setup area is of an insufficient size that is likely to cause injury and / or damage to our equipment.
The surface type is not suitable for appropriate anchorage and / or likely to cause injury or damage to our equipment.
The ceiling height within indoor venues is not high enough and / or likely to cause injury or damage to our equipment.
For any other reason that we believe that a bouncy castle, soft play or any equipment provided by Ace Bouncy Castles may or is likely to cause injury or damage to our equipment, the setup location or venue.
Where we are unable to set up the bouncy castle or soft play due to issues relating to insufficient area size, unsuitable surface type or inadequate ceiling height the full remaining payment balance will still be payable.
When a bouncy castle or soft play is hired as part of a party package but is cancelled due to insufficient area size, unsuitable surface type or inadequate ceiling height the full party package remaining payment balance will still be payable. Other services within the party package will still be provided.
Ace Bouncy Castles understand that sometimes plans change and that it may become necessary to amend or cancel your booking. Our refund and cancellation policy details any cancellation fees that may be due and payable or if any refunds would be due.
Our refund and cancellation policy applies to all our bookings and accompanies our hire Terms & Conditions Policy.
On booking a bouncy castle hire or soft play hire you have the right to cancel and receive any payment back within 7 days of making your booking, (excluding booking fee) unless your booking is received within 14 days before your party or event then you can only change the item or date, no refund will be made.
fI you wish to change the bouncy castle or children's party package this must be done with a minimum of 7 days notice and is subject to availability.
booking Fee
A non - refundable £50.00 booking fee will be required in most circumstances and will be deducted from the total cost of your booking.
Your booking fee payment is a non — refundable, covering our administrative costs when reserving your date and assets / equipment. Please see below for more information on circumstances where this may be refunded.
For bookings not made online, booking fees are to be paid within 1 working day, when packages / assets / equipment and dates have been reserved. Ace Bouncy Castles can not hold any dates for assets / equipment without a booking fee paid.
Ace Bouncy Castles will send a reminder email if no booking fee payment has been received after 1 working day. Should we not receive your booking fee payment Ace Bouncy Castles reserves the right to cancel your booking and release the date and or assets available to be booked by others.
Cancellation due to Weather
If we have to cancel on the grounds of safety due to poor weather conditions that may cause injury the option of a new hire date will be offered. If the customer cancels due to poor weather conditions no refund will be given. The option of a new hire date may be offered at the discretion of Ace Bouncy Castles.
Cancellations by the customer due to weather conditions must given at least 1 hour before the agreed delivery time. Failure to do so will result in the full hire or package charge payable with no option of a new hire date available.
Cancellation by the Client / Customer
All cancellations must be made over the phone by calling 07794529690 during the hours of 7am to 7pm. Cancellations cannot be taken by voicemail, text, email or any other methods.
The following charges will apply to all bookings where cancelled by the customer:
Cancellation for all bouncy castle & soft play bookings.
Cancellation on the day (24 hours before booking date) - 100% of total cost.
Cancellation 7 full days before - no deposit refund thou alternative date can be booked.
Cancellation 14 full days before booking date - No charge except any booking fee paid.
Cancellation for all event, funday or corporate / commercial events.
Cancellation by Ace Bouncy Castles - Non weather related
It is very rare for us to have to cancel a booking, but sometimes we are forced to due to circumstances that are beyond our control. Cancellation due to reasons beyond our control (except for weather please see above) a full refund of any monies paid excluding any booking fee, i.e but not exhausted to vehicle breakdown, equipment breakdown, staff shortages or any other reason, excluding health and safety grounds, lack of space, access, wrong surface type, as these are confirmed before booking and are down to the customer to check and confirm.