Calgary Policies & Procedures
The following is a guide to help you ensure a successful rental experience. Please take a moment to review the instructions and policies as it provides important information and tips to assist with your event success.
BOOKING YOUR DATE, CLIENT RESPONSIBILITY & CANCELLATION POLICY:
Rentals are subject to the availability of equipment and manpower. When Special Event Rentals accepts your deposit, we commit these resources to your event. Like a “theatre ticket”, your seat is booked for a specific date and Special Event Rentals does not have the ability to “re-sell” your ticket without the time to do so.
Orders require a 50% down payment at the time of booking on all non-account orders. A “valid” credit card number which is authorized or cash deposit which is held for security until the items are returned in full. The amount of the security deposit will be determined based on value of order. Proof of I.D. in the form of a driver’s license is also required upon pick-up.
An Administration Fee of 5% (minimum $35.00) will be applied to any cancelled order, provided we have received cancellation notice at least 2 weeks prior to the delivery or customer pick-up date. A 50% charge applies with less than 2 week’s notice of the delivery or customer pick-up. Orders cancelled with less than 48 hours notice prior to the delivery or customer pick-up date are subject to a 100% cancellation charge. 100% cancellation charge applies for any orders which have been staged (which means that the truck has been loaded or the order has been prepared), or cancelled on delivery at the customer’s site regardless of equipment delivered. Some exceptions apply. Refunds are not issued for rental items returned unused.
It is your responsibility to check your invoice prior to delivery to make sure that any human error in order entry is corrected. We will pack and deliver the items listed on your invoice. Special Event Rentals is not responsible for items assumed to be rented which are not on the order.
DELIVERY AND RECEIPT OF YOUR EQUIPMENT:
Special Event Rentals will make its best effort to deliver at requested delivery times, however delivery schedules are not guaranteed in the event of traffic, weather, workload and other circumstances beyond the control of the driver. We recommend that deliveries be scheduled one day before the event to reduce the risk that the time of delivery would affect the success of your event.
Count all items with the driver and sign the delivery invoice when you are sure everything has been delivered. We cannot accept quantity disputes after the event. If you do not arrange to have someone on site at the time of delivery, our driver will leave your rental items at a predetermined location. In this case, you agree to accept the order as complete and all delivered equipment in good working order, unless we receive a phone call or time dated email/fax prior to the event.
Client assumes all risk of damage or injury during installation of rental items. This includes to damage to hardwood, tile, stone flooring, patios, tennis courts, driveways, walkways and underground utilities.
Deliveries are made to an area readily accessible to our trucks. Extras charges may apply for difficult access, long carries, stair or elevator deliveries, repeated delivery or pick-up attempts.
CARE OF RENTAL ITEMS:
Equipment remains the responsibility of the customer from the time of delivery/customer pick-up to the time of its return. Items are to be used for their intended purposes with normal wear and protected from damage due to neglect, abuse or misuse.
- STORAGE: Store all equipment in an area protected from theft, vandalism or weather.
- LINENS: Shake linen free of debris, food, confetti, etc. and place in the tub it was received in. Do not place linen in trash bags that could be mistaken for garbage and if the linen is wet or damp lay it out to dry, do not place it into the tub as this will cause mold to grow in a matter of hours and destroy the linen.
- GLASSWARE: Empty glasses of all liquids and return in their original racks/boxes.
- FLATWARE: Rinse flatware and pack in their shipping container. Oils and acids can cause damage to flatware. We recommend that you place flatware in a bus tub filled with soapy water. Drain the water and place flatware in the original shipping container.
- DISHES: Wipe or rinse clear of all food and stack in the shipping container.
- CANOPIES: Recommended cleaning for the canopy or pop up shelter is to rinse with a water hose while tent is still on the frame and let dry. Do not put the fabric in the washing machine / clothes dryer, scrub with a stiff brush, or use cleaners on products. If not returned in clean condition, a $0.25 per square foot cleaning charge will apply.
Items not meeting these conditions are subject to additional fees. Please refer to equipment handling and cleaning information reference sheets.
DAMAGED EQUIPMENT & DAMAGE PROTECTION PLAN:
Special Event Rentals bills for damaged equipment unless the Damage Protection Plan is purchased. Our Damage Protection Plan (DPP) is a damage waiver; it is not insurance and does not cover loss or theft. DPP is an 8% protection charge which will automatically be added per contract to all rental items (unless declined, see below).
DPP will cover the first $100.00 of broken or damaged equipment and 50% of any additional damage or breakage. The remaining 50% will be the customer’s responsibility.
Additional protection can be obtained by increasing the amount of money paid into the DPP. For example,if a customer pays $150.00 into DPP, they will automatically be covered an additional $150.00 and 50% of everything after that initial amount.
As this is a damage protection, it will not cover the cost of lost or stolen items as replacement charges may be refunded if missing items are returned within 30 days. For this reason, the customer may have to return damaged items to be eligible for any protection coverage. Loss or damage which occurs due to improper handling by transportation, courier or related companies is also not covered by DPP.
To decline the Damage Protection Plan, please inform your sales representative upon reserving your contract. An additional release waiver releasing Special Event Rentals of any liability will require completion upon decline of the optional damage protection and must be completed before you receive your order.
Without the Damage Protection Plan the client pays full retail replacement cost on damaged items. This includes equipment damaged from wind, weather, fire, etc. The cost for missing and damaged items will be charged to your credit card.
Please refer to equipment handling and cleaning information reference sheets.
Notification of damaged or missing items MUST be reported by calling (403) 235-2211 upon delivery/customer pick-up or as soon as noted.
EQUIPMENT RETURN & MISSING ITEMS:
All rental items must be ready for pick-up at scheduled times and placed into their original storage containers. If you do not have someone on-site at the time of pick-up, you agree to accept Special Event Rentals counts at the time of pick-up.
It is common to have missing equipment at an event due to the number of people handling the equipment, including your guests, caterer, site personnel, cleaning crews and other people working the event. Often, equipment is unattended overnight. For your own satisfaction, it is best for you to count-in the equipment with our driver at pick-up so that you can verify any missing equipment at that time.
If missing items are found after our scheduled pick-up, you are responsible for returning those items to our warehouse in a timely manner to avoid additional rental charges. We can return to your location and pick up the the missing items for an additional charge.
All equipment is tested prior leaving our warehouse. That said, in transit, certain items may shift and cause operational difficulty. Before a replacement item is set, troubleshooting is required.
Commercial equipment draws a significant amount of electricity and certain items need a dedicated 15A line. Failure of electrical equipment is often due to inadequate power supply or sharing circuits that cause the power breaker to trip.
Shield any equipment operating with propane from wind as wind can affect the operation of the pilot and burners.
Extension cords are not recommended for coffee urns and concession equipment.
Please refer to equipment handling and cleaning information reference sheets.
Replacement of inoperable equipment during working hours is free of charge. However, if asked to make a site visit and we find the equipment to be operating, service charges may apply.
Please contact Special Event Rentals at (403) 235-2211 for any additional questions, concerns or to reach emergency after-hours assistance.
We appreciate your time and attention in these matters and look forward to providing you with superior quality merchandise and service for your special event.
Thank You for Your Business!