Rental Policies

Rental Policies

Making a Reservation

To confirm a reservation we require the following information:

  • Customer Name or Business Name
  • Driver’s Licence
  • Customer’s Mailing Address
  • Contact Phone Number
  • Site Address, Contact Name and Phone Number
  • A Valid Credit Card Number on File
  • A non-refundable down=payment of 50%

Your order will not be considered “reserved” until a down-payment and signed contract are received.

Payments

Payments can be made in any of the following ways: e-mail transfer (sent to [email protected]), Mastercard, Visa, cash or personalized cheque. All credit card payments are subject to a 2.75% processing fee. We take payments in person, over the phone, by email, or by mail. You may pay towards the final balance on your account at any point before the due date. Your remaining balance is due two (2) weeks prior to your event.

Order Changes Policy

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. Please provide us with your maximum number when booking, 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 Valley Tent & Party Rentals Ltd 14 days prior to your event (limited to a 20% reduction). Any reductions or cancellations made within 14 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.

Cancellation Policy

Reductions in quantity are limited to 20% of the original amount ordered per item and must be made a minimum of 14 days prior to your event to avoid penalty.

Any reductions (within the allowed 20%) made within 14 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 2 weeks of the event will be charged at full rental rates plus taxes.

RENTAL PERIOD

The rental rate is based on a weekend rental for events taking place on Saturday. We typically deliver your items on Thursday or Friday and pick up on Sunday or Monday. If you require your items longer please contact us.

Underground Services

Prior to the commencement of installation, the Customer shall clearly identify to Valley  Tent & Party Rentals Ltd. the location of all underground pipes, wires, or other utility equipment on the grounds. In the event of default in this connection, the Customer shall be responsible for all damage to said utilities caused by tent stakes or other equipment. If underground utilities are not marked, our tent manager has the discretion to not erect the tent to ensure staff safety.

Picking-up Your Rental

Unless special arrangements have been made prior to your pick-up, you may pick-up your rental any time between 8:30am and 4:30pm on the day before your event, and may return no later than 12:00 pm on the day specified on your rental contract. Either you or someone else can pick up your order. If another person will be picking up they will need to know what name your order is booked under and settle any remaining balance owing on the account. If you require your rental earlier than 8:30 am on the day before your event, you may contact Valley Tent & Party Rentals Ltd. to see if it will be ready earlier. You are responsible for any and all damage that may occur during transportation to and from your event site.

Delivery Policy

Delivery fees are calculated based on mileage/staff time from Valley Tent & Party Rentals Ltd.’s Warehouse to the event address. Additional charges will also be applied if articles are to be carted up or down stairs/elevators or carted beyond 10 feet our truck & trailer tailgate. Should you require delivery beyond 10ft of our truck and trailer tailgate please inform us. All deliveries require the signature of a responsible party for equipment to be left.

Delivery times are scheduled on the week of delivery. As there are many deliveries in a day it is not always possible to give exact delivery times. You will be given a either a morning or afternoon delivery slot. A morning delivery slot means your items will be delivered between 8am and 12pm. An afternoon delivery slot means your items will be delivered between 12pm and 4pm. We will call you on the day of delivery to inform you when the crew is on their way to your event location. Should you have special delivery requests, please contact us and we will do our best to accommodate your needs. For an additional fee, it is possible to arrange for before/after-hours deliveries, as well as time specific deliveries.

Set-up

We will set up all tents, all tent specific accessories, dance floors, staging, and custom lighting packages. All delivered tables and chairs will be stacked upon drop off. Linens, dinnerware and decor will be dropped off in crates/bins. Special containers/packaging are provided to ensure that you receive your items sanitized, undamaged and “table ready”. We are available to set up chairs, tables, linens, dinnerware, extra lighting, and other items for an additional set-up and takedown fee.

Permits

Customer is responsible for any and all permits which may be required. Some municipalities require a permit to erect a tent (particularly on public property and usually over 2400 sq feet). We can provide you with the engineering documentation and certificate of flame resistance for our tents, if required.

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. Valley Tent & Party Rentals Ltd 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 Valley Tent & Party Rentals Ltd. 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 Valley Tent & Party Rentals Ltd. is Picking-up your Rentals

Rental items need to be returned to their point of delivery. Ensure that the only items left in any rented tents belong to Valley Tent & Party Rentals Ltd or additional fees may apply. All dinnerware, cutlery and glassware must be scraped, rinsed and free of food waste then re-packed in the same containers as delivered. Glassware is to be placed upside down in proper container. Linens and decor should be placed back in the bins provided. Linens must be dry and free of garbage/food/décor/wax before placing in said bins. If linens are damp/wet when placing in bin they will mold and permanently damage the linens.  All original containers and boxes must be returned. Tables and chairs should be folded and stacked neatly. If your order is not ready for pick-up when Valley Tent & Party Rentals Ltd. arrives, additional charges may be incurred by the customer for not meeting these conditions.

Missing and Damaged Items

If you 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 the missing items can be located and returned within one week of your specified return date, we will refund the full amount of the replacement fees charged. There will be no refund after one week. Repair fees for damaged items must be paid upon receipt of an invoice. Any items considered un-rentable by Valley Tent & Party Rentals Ltd. 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 Valley Tent & Party Rentals Ltd. 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.

Damage Waiver Policy

The customer is responsible for all rented products from the time of receipt until the time of return/pick-up. The customer is responsible for returning rental items in the same condition in which they were received, except for ordinary wear and tear. If your event is outdoors, please ensure equipment is protected from the weather at all times. The customer is liable for the replacement cost of damaged or lost items. A damage waiver is available to protect you from damage due to accidental breakage. No loss of any type will be covered.

The damage waiver is an additional fee of eight (8) percent of your total rental order. The Damage Waiver is optional, you may decline it by making Valley Tent & Party Rentals Ltd. staff aware that you would like to do so. If the waiver is declined, the customer is responsible for all charges relating to loss or damage to rental items under any circumstance.

If waiver is accepted:
  • Orders totaling up to $400.00 will be eligible for coverage of up to twenty-five percent of the total rental cost. Any damage over twenty-five percent of the total order will be charged at fifty percent of replacement costs.
  • Orders totaling more than $400.00 are eligible for coverage of the first $100.00 of replacement value. Any damage over $100.00 will be charged at fifty percent of replacement costs.
What the damage waiver IS:
  • Waives you of liability for rented items that are returned damaged due to an accident. You must return all broken or damaged items and other such evidence that we may reasonably require.
  • Must be accepted prior to the delivery/customer pick-up date.
  • Is secondary to your own insurance. Some homeowner and business insurance may cover you for damage to rented items in the event of a sizable claim. If waiver is declined, you must add us to your insurance for the duration of the period in which rental items are in your possession.
What the damage waiver is NOT:
  • Coverage for damage due to neglect, abuse or misuse.
  • Coverage for lost or stolen items.
Specific circumstances NOT covered by the damage waiver: (This list is not inclusive.)
  • Damage to linens caused by excessive candle wax, burn holes, mildew/mold (from placing wet linens in bags).
  • Damage to tables, chairs, chair cushions and other rental products due to these items being left out in the elements (rain, dew etc.)
  • Damage to tents caused by open BBQs, and bonfires held in close proximity to tents/canopies (i.e. staining from soot, smoke damage, burns).
  • Damage due to overloading or exceeding the rated capacity of equipment.
  • Damage to electrical equipment due to the use of an electrical current provided by a source other than an electric utility company.
  • Damage from use of equipment in a manner different from its intended purpose
  • Damage due to tampering with items or equipment that we have installed such as tents, dancefloors or staging.
  • Damage due to tampering with gas or electric appliances.
  • Any lost rental items or accessory equipment.

Unused Rental 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 Valley Tent & Party Rentals Ltd. so that we are able to make a note on your account in order to avoid charges. If we require the items for another order, we will make the necessary arrangements to pick-up the items, at the customer’s cost of a one-way pick-up fee which will be charged to the credit card on file.