Terms & Conditions

Making Reservations

To confirm a reservation we require your full contact information with a valid credit card authorization form filled and signed or a non-refundable deposit (cash, debit/credit card or e-transfer as payment). The deposit is equal to 50% of your order total and is applied towards your final balance. Your order will not be considered ‘reserved’ until a completed credit card form is filled and signed or deposit and signed contract are received.

Payments

Payments can be made in any of the following ways: credit card, Interact, cash, email transfer or direct deposit. We take payments in person, over the phone, by email, or by mail. You may pay the final balance on your account at any point before your event, but we must receive payment before the items can be delivered or picked-up.

Security Deposits

A Security deposit is required when picking up the items or when receiving the items. Deposits can be provided with a valid major credit card. The security deposit covers charges for missing or abused rental items, mildewed or damaged linens, cleaning fees for items not reasonably cleaned, additional Labour and/or services performed and additional rental fees on late returns. The entire security deposit will be refunded if items are returned per agreement.

Changes and Cancelations

Your satisfaction is of the utmost importance to us. The day you book your order the items are considered out of our inventory for your date and thus made unavailable to other potential customers. This ensures you will have all the items you need on the date you require them. Because of this, we do have certain policies regarding changes to your order. All reductions in numbers must be received by Surdel Party Rentals 90 days prior to your event. Any reductions or cancellations made within 90 days will be subject to a cancellation fee. Any increases in your numbers must be made prior to your pick-up or delivery, and are subject to item availability. These items will be billed separately. You may make changes by phone, email, or in person. This policy helps us to ensure that your order is packed as accurately as possible. See our Cancellation Policy below for more detailed information.

Cancelation Policy

Reductions in quantity are limited to 20% of the original amount ordered per item and must be made a minimum of 90 days prior to your event to avoid penalty. Reductions in quantity greater than 20% and/or any reductions made within 90 days of your event are subject to a penalty of 50% of the total rental rate of the cancelled item(s) plus taxes. Any items cancelled within 30 days of the event date will be charged at full rental rates plus taxes. As these items will be made unavailable to other clients at the time of booking, if you do cancel your entire reservation you will forfeit your initial 50% reservation fee.

Delivery & Pickup

Delivery rates are based on drop off to a point immediately accessible to our truck, usually your driveway, garage, or yard. All deliveries require the signature of a responsible party for equipment to be left. Should you

require delivery beyond our truck tailgate or set-up and take down of items, please request a quote prior to your event. Delivery times are set on the week of delivery. You will be given a morning or afternoon delivery time. Should you have special delivery requests, please contact us and we will do our best to accommodate your needs. As there are many deliveries in a day it is not always possible to give exact delivery times. For an additional fee it is possible to arrange for before- and after-hours deliveries, as well as time specific deliveries.

A minimum order requirement should be met for our regular delivery charges.

Orders less than the minimum order will also be considered for delivery, for an extra charge.

Customer is responsible for any extra expenses incurred while delivering the items to their location such as Parking Fees or Parking Fines if proper loading facilities were not arranged.

Deliveries and Pick-ups could be arranged on holidays and after business hours for an extra charge.

Setting up and moving furniture is not included in the delivery fee. Our delivery personnel are not authorized to set up equipment unless they have been previously arranged and paid for. Please request the service at time of placing the order and we will gladly accommodate you.

Large orders containing Dishes, Linen and Cutlery will not be counted at location when picked up by our staff, unless previously arranged.

Deliveries are made during regular business hours. While consideration will be given to customer requests, we can provide a “ballpark” time but cannot guarantee exactly when your delivery will arrive. Customers may call on the day of the delivery for the most up-to-date scheduling information.

Our delivery personnel cannot schedule pick-up times, so please feel free to call our office to arrange pick-up times.

Upon delivery our staffs are instructed to deliver to a mutually convenient ground floor location. If the location is upstairs or down stairs and no proper elevator service is available, our staff is instructed to call the office for authorization. There may be additional charges for stairwells or difficult to access areas.

Customer should be at the delivery location to receive and sign the paper work at the delivery time, and should have their credit card with them if they are paying by credit card or are using the credit card for security deposit.

Customer does not have to be at home for a delivery if they have been to our office and signed the order form and paid in advance. However, they must provide a protected and secured area for delivery since the customer will be responsible for any loss or damage. If the delivery is to a commercial building or to an outdoor location we will need a customer appointed individual on location to receive the delivery.

Set-up

We are available to set up chairs, tables and other items for an additional set-up and tear-down fee. We do not generally offer set up of table settings, linens, or other general decor items but we can often coordinate this if required. Delivery is an additional fee as rates will vary on location.

Please Check to Make Sure Your Order is Complete

We do our best to make sure your order is complete. If you discover any missing or damaged items upon receipt, please contact us immediately so that we can make a note on your account and make arrangements to replace the items if desired. If it is after store hours please leave email. We will contact you as soon as possible. Many factors can contribute to items being lost or damaged during an event. We cannot accept disputes after an event is over.

Returns

If you will not be returning the items yourself or present for the pick-up, or will not be in contact after your event, Surdel Party Rentals will require the name and contact information of the person who will be responsible for your rental. It is best to appoint one trustworthy person to be in charge of the return. On return, linens must be dry to prevent mildew, free of any wax, food or confetti and placed in the bags provided. Do not place damp

linens in plastic bags. We ask that you scrape or rinse the plates and cutlery free of any food, empty the glasses, and rinse food service items. All items should be placed back into the containers they arrived in. Avoid leaving excess water in the bottom of any containers as any metal pieces may rust. **We often receive back items that do not belong to us. Any items found with your order will be collected, rinsed, and packaged. You will be informed as soon as possible after your event if there is anything here to pick-up. We will store the items for no longer than 30 days. If we have not heard from you after 30 days, the items will be discarded.

If You or Someone Else is Returning Your Rental

To avoid extra charges, we recommend that you count your order before returning it to ensure all items and packaging are accounted for. Surdel Party Rentals also counts every order when it is returned to our warehouse. If you are not willing or able to wait for your order to be counted by Surdel Party Rentals staff upon return, then we will not accept any disputes over missing or damaged items. As we take in many orders in a day, there may be a slight wait as returns are counted on a first come, first serve basis.

If Surdel Party Rentals is Picking up Your Rentals

Rental items need to be returned to their point of delivery. China, glassware and flatware should be “dishwasher ready” and placed back in their supplied containers. All original containers and boxes must be returned. Tables and chairs should be folded and stacked neatly. Linens should be placed in bags provided. If your order is not ready for pick-up when Surdel Party Rentals arrives, we will return at our discretion for an additional one-way pick-up charge.

Missing and Damaged Items

If you do have missing or damaged items upon return, you will be informed as soon as possible. If the missing items cannot be found or if we are unable to contact you or the person responsible within 48 hours of your specified return date, replacement fees will be automatically charged to the credit card on file. If any items can be located and returned within one week of your specified return date, we will refund the full amount. No refund after one week. Repair fees for damaged items must be paid upon receipt of an invoice. Any items considered un-rentable by Surdel Party Rentals standards will be charged at full replacement value. The customer is responsible for the goods from the time of pick-up/delivery until the items are returned to Surdel Party Rentals. Be sure that all equipment is secure and protected from the weather while it is in your possession. We do charge for; soiled, broken, damaged or missing items, including packaging materials. There will be an extra cleaning charge for any wax, excessive grease, ink and/or hard to remove stains on linens and fabrics. Our insurance does not cover equipment while it is in your possession.

Unused Equipment

Rental items are charged for time out, not for use. Every item that leaves our building is treated the same way upon return, used or not. This ensures that every item you receive is clean, sanitized, and food safe. No refunds are given for items that were not used during your event.

Late Returns

Late rentals will be charged a half-day rental rate for each day. If you are not able to return your rentals on time, please inform Surdel Party Rentals so that we are able to make a note on your account. If we require the items for another order, we will make arrangements to pick the items up ourselves, at the cost of a one-way pick-up fee, charged to the credit card on file.

Surdel Party Rentals