Terms & Conditions

1.1 A booking is not confirmed until the required booking payment has been received and we have confirmed the booking.

1.2 The Client is responsible for providing accurate information regarding the event date, venue, timings, access and services required.

1.3 Any changes to the booking must be requested as soon as possible. Changes are subject to availability and may result in additional charges where they increase our costs or the services required.

2.1 A non-refundable deposit is required to secure the Client's event date and booking. The amount of the deposit will be confirmed at the time of booking.

2.2 Once the booking has been confirmed, the agreed date and equipment will be reserved for the Client and may therefore become unavailable to other customers.

2.3 Except where the Client has a statutory right to cancel and receive a refund under applicable consumer law, the booking deposit is non-refundable if the Client chooses to cancel their booking.

2.4 The remaining balance must be paid by the payment deadline stated on the Client's invoice or booking confirmation.

2.5 If payment is not received by the agreed deadline, we reserve the right to cancel the booking, subject to the Client's statutory rights and any applicable cancellation rights.

2.6 Any additional services, hire time, props or extras requested after the original booking may require additional payment.

3.1 All cancellation requests must be made in writing.

3.2 Where a Client chooses to cancel their booking, the booking deposit will remain non-refundable, except where the Client has a legal right to a refund.

3.3 If the Client cancels their booking within 14 calendar days of the scheduled event date, a £69 late cancellation charge will apply in addition to the loss of the booking deposit.

3.4 The £69 late cancellation charge reflects the additional administration, preparation and loss associated with a booking being cancelled at short notice.

3.5 Where the Client has already paid amounts above the deposit and applicable cancellation charge, any amount due to be refunded will be calculated in accordance with these Terms and the Client's statutory rights.

3.6 Nothing in these Terms limits or removes any statutory cancellation, refund or other consumer rights the Client may have under applicable UK law.

4.1 In the unlikely event that we are unable to fulfil the booking due to circumstances within our reasonable control, we will aim to offer a suitable alternative where possible.

4.2 If we cancel and cannot provide a suitable alternative, the Client will receive a refund of payments made to us for the affected services.

4.3 We will not cancel a confirmed booking without a genuine reason.

5.1 The Client is responsible for ensuring we have suitable and timely access to the venue for unloading, setup and collection.

5.2 The Client must inform us in advance of any:

•stairs;

•restricted access;

•long carrying distances;

•parking restrictions;

•loading restrictions;

•lifts;

•venue-specific rules; or

•other circumstances that could affect delivery or setup.

5.3 The Client is responsible for obtaining permission from the venue for our equipment, props and accessories to be installed and used.

5.4 If access conditions are materially different from the information provided and this prevents or significantly delays safe setup, we will discuss the available options with the Client. Additional reasonable costs caused by undisclosed access requirements may be chargeable.

6.1 The Client must ensure there is sufficient safe space for the equipment and props booked.

6.2 Suitable electrical power must be available within a reasonable distance of the setup area where required.

6.3 Our equipment, props and accessories must not be moved, disconnected, altered or repositioned by the Client, guests or venue staff without our permission.

6.4 We may refuse to install or operate equipment or display props in a location we reasonably consider unsafe.

7.1 Outdoor use must be agreed with Eleven Event Hire in advance.

7.2 Electrical and photographic equipment, props and accessories must be adequately protected from rain, moisture, excessive wind and other unsuitable weather conditions.

7.3 We reserve the right to stop, relocate or refuse to operate equipment or provide props where weather or environmental conditions create a reasonable risk to people, equipment or props.

7.4 Where possible, we will work with the Client and venue to find a suitable alternative location.

8.1 Hire will operate during the times stated in the confirmed booking.

8.2 Requests to extend the hire period are subject to availability and may incur an additional charge.

8.3 Where setup is delayed because the Client or venue has not provided access at the agreed time, the original finishing time may still apply.

8.4 If a significant delay is caused by Eleven Event Hire, we will take reasonable steps to provide the Client with the booked hire period where practicable.

9.1 The Client must take reasonable steps to ensure guests use our equipment, props and accessories appropriately.

9.2 Guests must follow reasonable instructions given by Eleven Event Hire staff regarding the safe use and handling of equipment and props.

9.3 Props are provided for use during the booked event only and remain the property of Eleven Event Hire unless expressly agreed otherwise in writing.

9.4 Props must not be removed from the agreed event area or taken away from the venue by the Client, guests or venue staff.

9.5 We reserve the right to temporarily stop or permanently discontinue use of equipment or props where a guest is:

•behaving dangerously;

•deliberately misusing equipment or props;

•threatening or abusive towards staff;

•causing or attempting to cause damage; or

•creating an unsafe environment.

9.6 This is intended to protect guests, staff, equipment and props.

10.1 The Client will not automatically be responsible for ordinary wear and tear, equipment faults or damage caused by Eleven Event Hire.

10.2 Where equipment, props or accessories are lost, stolen, deliberately damaged or damaged through negligence by the Client, their guests, venue staff or contractors, we may seek to recover the reasonable cost of repair, cleaning, replacement or recovery from the person legally responsible.

10.3 This includes, but is not limited to, damage caused by:

•misuse;

•spills or stains;

•food, drink, smoke or other substances;

•rough handling;

•unauthorised removal;

•loss or theft; or

•use in unsuitable conditions.

10.4 If a prop or accessory cannot be repaired or cleaned to a suitable standard, the Client may be charged the reasonable replacement cost.

10.5 Any charge will reflect the actual reasonable loss suffered and will not be used as a penalty. We will provide details of the damage or loss and the basis of any charge where reasonably requested.

10.6 The Client is responsible for taking reasonable steps to ensure that guests and venue staff do not remove, misuse or damage our props or equipment.

11.1 We maintain and prepare our equipment with the intention of providing a reliable service.

11.2 If equipment develops a fault during an event, we will make reasonable efforts to resolve the issue as quickly as possible.

11.3 Where a significant part of the booked service cannot be provided due to equipment failure for which we are responsible, the Client may be entitled to an appropriate partial or full refund depending on the circumstances and the service affected.

12.1 Where the booking includes photographs, videos or other digital content, we will take reasonable care when creating and handling those files.

12.2 Digital files can occasionally be affected by technical failures outside reasonable control. Nothing in this clause limits any legal rights the Client may have where we have failed to provide the contracted service with reasonable care and skill.

12.3 We will not use identifiable images from a private event for our own advertising or social media unless we have an appropriate lawful basis and, where required, permission.

Clients and guests remain responsible for their own personal belongings at the event. Eleven Event Hire is not responsible for loss or damage to personal property unless caused by our negligence or another matter for which liability cannot legally be excluded.

14.1 Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

14.2 Subject to the above, we will not be responsible for losses that were not reasonably foreseeable when the contract was made or losses caused by circumstances for which we are not legally responsible.

14.3 If the Client is booking as a consumer, nothing in these Terms affects their statutory consumer rights.

Neither party will be responsible for a failure or delay caused by circumstances genuinely outside their reasonable control.

Where such circumstances affect the booking, we will contact the Client as soon as reasonably possible and discuss postponement, alternative arrangements or any refund that may be due under applicable law.

The Client must inform us as soon as possible of significant changes to:

•venue;

•event date;

•access;

•setup time;

•hire times; or

•equipment, props or package required.

Changes are subject to availability. We will inform the Client before applying any additional charge resulting from an agreed change.

17.1 Eleven Event Hire reserves the right to make reasonable decisions concerning the safe positioning and operation of its equipment and props.

17.2 Equipment and props must not block emergency exits, fire routes or other areas where the venue prohibits installation.

17.3 Children using the equipment or props should be appropriately supervised by a responsible adult.

If the Client is unhappy with any aspect of the service, they should contact Eleven Event Hire as soon as reasonably possible so that we have an opportunity to investigate and, where possible, resolve the issue.

These Terms & Conditions are governed by the laws applicable to the Client's contract within the United Kingdom.

Nothing in these Terms removes any mandatory rights the Client has regarding where legal proceedings may be brought.

By confirming the booking and making the required booking payment, the Client confirms that they have been provided with these Terms & Conditions and agree to be bound by them.