Terms & Conditions & Balloon Care

---

These Terms & Conditions apply to bookings, purchases, deliveries, collections, event setups and prop hire provided by Sense of Occasion Ltd.

By making payment towards an order or booking, you confirm that you have read, understood and accepted these Terms & Conditions and our Balloon Care Information.

Event and Prop Hire

1. Booking and Payment

Orders under £50 require full payment at the time of booking unless otherwise agreed.

For event and prop hire bookings, a 50% booking fee is required to secure your booking and reserve the date in our diary.

Your booking is not confirmed and your date is not reserved until the required booking fee has been received.

The remaining balance must be paid no later than 7 days before your event. Bookings made within 7 days of the event require payment in full unless otherwise agreed.

Payments can be made via bank transfer, card payment link or in store.

Quotations are valid for 24 hours unless otherwise stated. Prices and availability may change after this period.

Bank Details

Account Name: Sense of Occasion Ltd

Sort Code: 04 00 03

Account Number: 39911075

By making payment you confirm that you have read and accepted these Terms & Conditions and our Balloon Care Information.

2. Cancellation and Refunds

The 50% booking fee is taken to secure your date in our diary and allows us to begin planning and preparing for your event.

If you need to cancel your booking, please notify us as soon as possible.

Where a booking is cancelled by the customer, we reserve the right to retain reasonable costs and losses associated with the cancellation. These may include work already undertaken, personalised or bespoke items, materials purchased specifically for your booking, administrative costs and losses resulting from reserving your date and declining other work.

Where cancellation takes place within 7 days of the event, substantial preparation may already have taken place and materials may have been ordered or prepared specifically for your booking. Any refund due will therefore take into account the work completed and reasonable losses incurred by Sense of Occasion.

Where possible, you may request to transfer your booking to an alternative date. Any transfer is subject to our availability.

Nothing within these Terms & Conditions affects your statutory consumer rights.

3. Changes and Rescheduling

Requests to change your event date must be made in writing as soon as possible and ideally at least 8 days before the original event date.

We will make every reasonable effort to accommodate a change of date, but availability cannot be guaranteed.

Changing your event date does not automatically transfer your booking. The new date must be confirmed by Sense of Occasion.

If we are unavailable on the requested new date, this will be dealt with in accordance with our cancellation terms, taking into account any work already completed, bespoke goods, materials purchased and reasonable losses incurred.

Changes to colours, designs, wording, quantities, props, venue details or any other element of your booking are subject to availability.

Changes may affect the price of your booking.

Once personalised or bespoke items have been ordered, printed, cut, produced or prepared, changes may not be possible and additional charges may apply.

4. Our Normal Working Hours

Our normal working hours are 9am to 4pm.

Our working day includes preparation at our premises as well as collections, deliveries and off site event setups. This means that our premises are not necessarily staffed continuously throughout these hours.

Where a venue requires Sense of Occasion to attend before 9am or after 4pm, an additional out of hours fee will apply.

This includes venue access for setup, specifically timed deliveries, dismantling and collection of hired equipment.

If a venue changes its access or collection requirements after your booking has been confirmed and this requires us to attend outside our normal working hours, an additional fee will apply.

Please check your venue's access and collection requirements before booking wherever possible.

5. Event Setup Times

When booking an event setup, you must provide us with:

The earliest time we can access your venue

and

The time your party or event starts.

These are two separate times and we require both to schedule your setup.

Our routes are planned around all of the deliveries, collections and event setups in our diary and are normally finalised the day before.

Your venue access time tells us the earliest time we are permitted to begin your setup. It does not mean that we will necessarily arrive at that exact time.

We will plan our route using the access window available and the party start time you have provided, with the intention of having your display completed before your event begins.

If you require us to arrive or complete your setup at a specific time, this must be discussed and agreed with us at the time of booking.

Specific arrival or setup times cannot be guaranteed unless they have been expressly agreed by Sense of Occasion.

Requests for specific times made after a booking has been confirmed may not be possible as other bookings may already have been scheduled around the information originally provided.

It is your responsibility to provide us with accurate venue access and event start times and to notify us of any changes as soon as possible.

6. Delayed or Restricted Venue Access

You are responsible for ensuring that we are permitted to access the venue at the time you have provided to us.

If access is delayed or unavailable when we arrive, we will make reasonable efforts to complete your setup.

However, we may have other scheduled deliveries and setups to attend and cannot guarantee that our team can remain at the venue beyond the time allocated to your booking.

Additional waiting time, parking charges, a return journey or additional attendance caused by access not being available as agreed may incur an additional charge.

If a significant delay means that it is no longer reasonably possible for us to complete the full setup before your event starts, we will complete as much of the agreed setup as reasonably possible within the time available.

7. Venue Requirements

It is your responsibility to check any restrictions imposed by your venue before booking.

This includes setup and collection times, parking, loading access, stairs or lifts, security procedures, electrical equipment, balloons, helium, confetti, attachment methods and any other venue specific requirements.

Please tell us in advance about anything that may make access or installation more difficult, including stairs, restricted parking, long distances from our vehicle to the setup area or restricted loading periods.

Any parking, access or venue charges incurred specifically in connection with your booking may be charged to you where applicable.

Props and freestanding displays require a suitable, flat, solid and safe surface.

We will not install props or equipment on uneven or unsuitable ground where we believe doing so could cause damage or create a safety risk.

8. Attachment of Balloon Garlands

When installing balloon garlands, we will always try to use existing suitable attachment points within the space.

Where suitable attachment points are not available, we may need to use removable adhesive products such as Command Hooks.

It is ultimately the customer's responsibility to ensure that the venue or property owner permits their use.

Although these products are designed to be removable, different surfaces, paints and finishes can react differently.

We cannot guarantee their suitability for every surface. Please advise us before installation if removable adhesive products cannot be used at your venue so that alternative arrangements can be discussed where possible.

9. Designs, Colours and Inspiration Images

Every balloon display is handmade and therefore no two displays will ever be completely identical.

Images supplied by customers will generally be treated as inspiration unless we have specifically agreed to replicate particular elements.

Balloon colours may appear different depending on lighting, photography, screen settings and the environment in which they are displayed.

Small variations in colour, size, positioning and overall appearance are normal characteristics of bespoke balloon decor.

If a particular balloon colour, flower, foliage or other component becomes unavailable, we may contact you to discuss a suitable alternative.

10. Use and Care of Props

All hired props, equipment, frames, stands, signage, neon signs, light up numbers, florals, foliage and other hired items remain the property of Sense of Occasion Ltd unless specifically stated otherwise.

You agree to use our props and equipment responsibly and for their intended purpose.

Props must not be altered, modified, repaired or dismantled without our permission.

Our equipment must be protected from adverse weather, theft, damage and misuse throughout the hire period.

Once we have installed a display, we cannot be responsible for damage caused by customers, guests, venue staff or other suppliers moving, altering or interfering with it.

Our props are regularly used for events and may show reasonable signs of general wear and tear. We maintain them to keep them looking their best, but minor signs of previous use do not constitute a defect.

11. Personalised Signs

Personalised signs supplied as part of a hired display remain the property of Sense of Occasion unless you have specifically purchased the sign.

If you would like to keep your personalised sign, this can be purchased for £30.

Please arrange this with us before we collect your display.

12. Damage or Loss of Hired Items

You are responsible for taking reasonable care of our equipment throughout the hire period.

If hired equipment is lost, stolen or damaged beyond reasonable wear and tear while under your or the venue's control, you may be responsible for the reasonable cost of repair or replacement.

We will notify you within a reasonable timeframe if we identify damaged or missing equipment and provide details of any charges due.

13. Collection of Hired Props

Props will be collected by us at the agreed location and within the arrangements made for your booking.

You must ensure that we can access our equipment for collection.

If your venue requires our equipment to be collected at a specific time, particularly before 9am or after 4pm, this must be made clear when booking.

Additional fees apply for out of hours collections.

If we cannot access our equipment when collection has been arranged, additional charges may apply where another journey or attendance is required.

14. What Happens to the Balloons When We Collect Our Props

The balloons used on your event display are yours to keep if you would like them.

However, when our team returns to dismantle your display and collect our hired equipment, any balloons remaining attached to or around our equipment will be removed, popped and responsibly disposed of unless you have told us that you would like to keep them.

If you would like to keep your balloons, please either remove them from the display before we arrive or tell us before collection that you would like them leaving for you.

If balloons remain on the display when we arrive and we have not been asked to leave them, we will assume that they are no longer required.

Please ensure any hired florals, foliage, signs, fixings, lighting or other Sense of Occasion property is removed from the balloons and left with our equipment if you remove the balloons yourself.

Once balloons have been popped and disposed of during dismantling, they cannot be recovered or replaced.

15. Electrical Equipment

Our light up numbers, neon signs and some other props require electricity.

Please ensure suitable working plug sockets are available within a reasonable distance of the display.

Electrical equipment must not be moved or used outdoors unless we have specifically agreed that it is suitable for outdoor use.

16. Outdoor Displays and Adverse Weather

Balloons are affected by environmental conditions including heat, cold, rain, wind and direct sunlight.

Outdoor installations are undertaken on the understanding that these conditions are outside our control and can significantly affect the appearance and lifespan of balloons.

We will not install a display where we reasonably believe the weather, surface or location makes it unsafe to do so.

If extreme or adverse weather prevents us from safely delivering or installing your order, we will contact you as soon as possible and make reasonable efforts to find an alternative arrangement.

17. Safety

Children must be supervised around balloons, props and displays at all times.

Uninflated and burst balloons can present a choking hazard and should be kept away from babies, young children and animals.

Guests must not climb, pull, hang from or interfere with our frames, displays, props or electrical equipment.

Please tell us before booking if anyone has a latex allergy or if a latex free display is required.

18. Liability

Sense of Occasion will provide its goods and services with reasonable care and skill.

We cannot accept responsibility for deterioration or damage occurring after installation or delivery which is caused by circumstances outside our reasonable control, including misuse, failure to follow our care instructions, interference by guests, venue staff or other suppliers, weather conditions or displays being moved or altered after installation.

Nothing within these Terms & Conditions excludes or limits liability where it would be unlawful for us to do so or affects your statutory consumer rights.

19. Photography and Promotion

We reserve the right to photograph the displays we create and use photographs of our work for our website, portfolio, social media and other promotional purposes.

We may also request permission to use photographs supplied by customers.

Where photographs prominently feature identifiable customers or guests, we will take reasonable care regarding their use.

If there is a particular reason why you do not want your display photographed or published, please tell us.

20. Privacy

Personal information provided to Sense of Occasion will be handled in accordance with applicable data protection legislation.

Information will only be used or shared where reasonably necessary to process and fulfil your booking, comply with legal obligations or where you have otherwise given permission.

Sale of Balloons

21. Balloon Orders

By purchasing balloons from Sense of Occasion, you agree to these Terms & Conditions and our Balloon Care Information.

Our balloons are handmade and prepared specifically for individual orders.

Where possible, balloons are prepared in advance to allow us to quality check them before collection or delivery.

22. Reporting a Problem

If you believe there is a defect or problem with your balloons when you receive them, please contact us as soon as possible and ideally within 12 hours of receipt.

Please provide photographs and details of the problem where possible so that we can investigate.

This does not affect your statutory rights where goods are faulty or not as described.

23. Personalisation

You are responsible for checking names, ages, dates, wording and any other personalised information provided to us.

We will produce personalisation using the information supplied or approved by you.

Please check spelling carefully when ordering.

Personalisation applied to balloons may begin to wrinkle as the balloon naturally loses pressure or deflates. This is normal and does not constitute a defect.

24. Cancellation of Balloon Orders

Balloon orders are often personalised and prepared specifically for individual customers.

If you need to cancel an order, please contact us as soon as possible.

Where an order is due within 7 days, preparation may already have begun and personalised materials or stock may have been prepared specifically for your order. Any refund will therefore take into account work already completed and reasonable costs or losses incurred.

For orders cancelled more than 7 days in advance, we will consider the work and costs already incurred. Where appropriate, we may also offer the option of transferring an agreed amount towards a future booking.

Nothing within this section removes any statutory cancellation rights that may apply to your purchase.

25. Cancellation by Sense of Occasion

In rare circumstances we may need to cancel a booking or order because of unforeseen circumstances or events outside our reasonable control.

If this happens, we will notify you as soon as reasonably possible.

Where appropriate, we may try to assist in finding another supplier able to provide the service.

Where we cancel and cannot provide the goods or services agreed, any refund due will be dealt with in accordance with your statutory rights.

26. Intellectual Property

Designs, photographs, logos, branding and other intellectual property belonging to Sense of Occasion must not be copied, reproduced, distributed or commercially resold without our permission.

Collection and Delivery Information

27. Collection

Collections are available by prior arrangement.

Our normal working hours are 9am to 4pm, however our premises are not a traditional walk in shop and are not continuously staffed between these hours.

Our team may be preparing orders, making deliveries or completing event setups away from the premises.

Collection times therefore vary from day to day.

You will be allocated or asked to agree a collection time.

Please arrive at your agreed time.

If you arrive significantly early or late, there may not be a member of the team available to hand over your order.

If you are running late, please contact us as soon as possible. We cannot guarantee that somebody will be available outside your agreed collection time and you may need to arrange an alternative collection time.

Collection and delivery availability varies according to our event diary.

Sundays are primarily reserved for event setups. Any other Sunday collection or delivery must be specifically agreed with us.

28. Delivery

Delivery is available subject to availability.

There is a minimum balloon order value of £40 for delivery.

The £40 minimum relates to the value of the balloons or products ordered and does not include the delivery fee.

Orders below £40 are available for collection unless otherwise agreed.

Delivery fees apply and are additional to the cost of your order.

You must provide the required delivery date when ordering.

29. Delivery Times

Delivery times cannot be guaranteed.

Our delivery routes are planned around all of the deliveries, collections and event setups taking place that day.

Deliveries may therefore take place at any point during our working day.

Where possible, you will receive a message when your order is on its way.

If you need your balloons delivered at or before a specific time, you must contact us before placing your order to check whether this can be accommodated.

A requested time is not confirmed unless it has been expressly agreed by Sense of Occasion.

A specific or out of hours delivery requirement may incur an additional charge.

30. Delivery Access

You are responsible for providing the correct delivery address and any information necessary for us to access the property or venue.

Where required, somebody must be available to receive the order.

If we cannot complete a delivery because an incorrect address has been supplied, nobody is available to receive it or we cannot reasonably access the location, an additional delivery fee may apply if another journey is required.

Once balloons have been successfully delivered and accepted, responsibility for their care passes to the customer.

31. Order Notice

We ideally require at least 48 hours' notice for orders placed through our website.

We can often accommodate orders at shorter notice depending on our workload and stock availability.

If you require an order within 48 hours, please contact us before ordering to confirm that we have availability.

Balloon Care Information

Balloons are temporary decorative products.

Their lifespan cannot be guaranteed as it depends heavily on how they are transported, handled and stored and on the environment around them.

32. Handling and Transport

Please ensure your vehicle is empty and has sufficient space for your balloon order before collection.

Avoid exposing balloons to extreme heat, cold or sharp objects during transport.

If balloons are damaged while being loaded into or transported in your vehicle after they have been handed over in good condition, Sense of Occasion cannot be responsible for this damage.

33. Displaying and Storing Balloons

Keep balloons away from sharp objects, open flames and direct sunlight.

Avoid placing balloons near air conditioning vents, radiators, heaters or other sources of significant temperature change.

Where possible, balloons should be stored indoors at a comfortable room temperature.

Never leave balloons inside a hot or extremely cold vehicle.

34. Balloon Lifespan

Helium filled balloons naturally lose helium over time.

Float time varies according to balloon type, size, environment and conditions.

Latex balloons generally have a significantly shorter float time than foil or bubble balloons.

Latex helium balloons typically float for approximately 6 to 12 hours, although this can vary considerably depending on conditions.

Foil balloons can remain inflated for several days or sometimes weeks and bubble balloons can also remain inflated for a number of weeks in suitable conditions. These are estimates only and a specific lifespan cannot be guaranteed.

Where appropriate, we use Hi Float inside helium filled latex balloons. This coats the inside of the balloon and helps to prolong helium retention.

Please always order helium filled latex balloons for the date on which you require them.

Personalisation may begin to wrinkle as a balloon naturally shrinks or loses pressure. This is normal.

35. Balloon Damage

Balloons are delicate products.

We cannot provide refunds or replacements for balloons damaged after collection or delivery through mishandling, sharp objects, unsuitable storage, extreme temperatures, interference by children or animals or failure to follow our Balloon Care Information.

This does not affect your statutory rights where a product was faulty when supplied.

36. Cleaning Balloons

If balloons become dirty, gently wipe them with a soft, damp cloth.

Do not use cleaning products, chemicals or solvents as these may damage the surface of the balloon.

37. Balloon Disposal

Please dispose of balloons responsibly to prevent them becoming a hazard to wildlife or the environment.

Latex balloons should be punctured and placed securely in an appropriate waste bin.

Foil balloons should be fully deflated and recycled where suitable recycling facilities exist.

Sense of Occasion does not support or recommend the release of balloons into the environment.

38. Latex Allergies

Please tell us before ordering if a latex free display is required.

We can discuss suitable alternatives depending on the type of display required.

39. Changes to These Terms

Sense of Occasion may update these Terms & Conditions from time to time.

The Terms & Conditions applicable to your booking will normally be those in effect at the time your booking is made.

Any later change will not retrospectively alter an existing booking where doing so would unfairly disadvantage the customer.

40. Your Statutory Rights

Nothing within these Terms & Conditions is intended to restrict or remove any rights you have under applicable UK consumer law.

If an individual provision within these Terms & Conditions is found to be invalid or unenforceable, this will not automatically affect the remaining provisions.

By making a booking, placing an order or making payment to Sense of Occasion Ltd, you confirm that you have read, understood and accepted these Terms & Conditions and our Balloon Care Information.