Rules & Terms & Conditions

Neverland Bouncy Castle Hire, Auckland, New Zealand

These terms and conditions supersede any correspondence you may receive from employees or other forms of communication from Neverland. As you are reading and acknowledging these prior to booking your hire, you understand that any staff representation which contradicts these Terms and Conditions will be superseded by these terms and conditions.

Any discrepancies or queries must be clarified in writing before the hire. Please ensure that you have read through the following and accepted these. We will not be able to hire items to clients who do not agree with our T&C's.

Please note - it is expected that all customers (old and new) have read through the terms and conditions.

We do not identify as the party responsible for the health and safety of the equipment during use. We are responsible for the quality and the erection of the equipment, however we notify all hiring parties that they are responsible of the proper use of the equipment - as it is very easy to use the equipment safely and does not require formal training in order to do so.

ACCESS TO PREMISES:

When Neverland Hire (hirer) deliver a Bouncy Castle or other hire items to our client, we require adequate access to the setup area.

• The access area needs to be at least 1.5 metres wide, some of the larger castles require a larger access area than 1.5 meters, if you are unsure, please discuss your premises with us prior to your hire.
• If any of our items need to be taken up or over any stairs, steps or hills, then the client must inform the hirer and it is likely an additional person will need to be present, to help give the hirer's staff a hand in manoeuvring the castle. This may increase the cost to the customer
• Our drivers reserve the right to refuse delivery on sight of tricky or inadequate access. This includes anything disclosed or undisclosed, as circumstances on site or the day may render assessment of access to be unsuitable. Customers are not entitled to a refund if their property is not suitable, as the equipment has been reserved and brought to the premises.
• The client must ensure that the hirer have been notified of any tricky or awkward access points or if unsure, it is a good idea to always check and save disappointment on the event/rental day. We will not be held responsible for
• Customers accept that any negative online reviews surrounding non-delivery of equipment based on access of their chosen premises will be considered unfounded and be required to be removed immediately or incur a $200 charge to pay for formal review of their claims

DELIVERY:

We are proud to say we have a hardworking team that delivers fantastic customer service. Every delivery shift, our trucks will be serving a minimum of 7 events before midday. With this, comes careful planning and attentiveness to ensure we put ourselves in the best possible position to reach all of our deliveries ahead of schedule.

On the day, there are things that can work against us. These are things like the weather, heavy traffic & protests, vehicle issues, ill-prepared customers, bad access and other non-disclosure, which may all impact the arrival times for our drivers.

We have contingency plans in all of these circumstances, such as extra drivers every shift, vehicles on standby, spare equipment and much more.

With that being said, it’s our expectation that all customers book the arrival time of the equipment to be a minimum of 2 hours prior to the start of their event. We also expect that our customers plan access and total use time of the equipment accordingly to the above window for delivery.

It is not feasible to provide delivery and collection windows of less than 2 hours as the set up of the equipment can vary based on weather conditions, site access and other unknown factors until the day of delivery. The same can be said for traffic and travel. We understand that customers will spend far more than 2 hours preparing for their event and we appreciate that they will also plan for our set up time as well.

If you feel as if your requirements for timing, access or total use of equipment will not be adequate with our requirements for delivery, we can make provisions for you to collect and return the equipment, if this has not already been arranged. Otherwise we can arrange the equipment to be delivered and prepared the day prior.

Schools, childcare centres and similar organisations accept that we may need to come a day earlier to set up equipment. We endeavour to set up and collect on the day, however in the lead up to events, circumstances outside of our control may render us at risk of being unable to deliver and collect on the same day. It is our expectation that these groups allow us with property access when required in order to adequately prepare their rental for use. We appreciate that this may require staff to go out of their way in order to facilitate their rental. Considering that this is a one off event or celebration that our customers are planning, we understand that staff of the hiring party are ready to offer such access, as it would be deemed reasonable to expect that setting up the equipment can take time and effort requiring such flexibility.

Any negative online reviews surrounding deliveries within this time period will be considered unfounded based on the above disclosure made to customers, which they have accepted at the time of hire. This will need to be removed immediately or incur a $200 charge to pay for formal review of their claims.

Customers acknowledge that waiving off delivery drivers and rejecting delivery for any reason does not automatically constitute a refund on the reservation of the equipment.

Customers acknowledge that delivery drivers are not empowered to represent terms and conditions.

COST OF RENTAL:

The cost of rental as advertised on the website includes GST. This cost covers the reservation of the equipment for our customers for the entire day. We do not rent the same equipment out on the same day to, or reserve it for anyone else. It is noted that the cost of rental is not based on use time of the customer.

The cost of rental will increase for a longer duration only in the event the customer requests the delivery and collection of the equipment. This is due to the fact we must staff our delivery team on for longer in order to still collect the equipment on behalf of the customer.

If our customers request the delivery of the equipment, they accept all terms and conditions surrounding the delivery and collection of the equipment. This includes delivery times and windows.

Customers electing to have short rental windows as well as short delivery windows run the risk of their equipment not being ready in time for their event and significantly impacting their intended use time of the equipment. In these instances we suggest customers allow time for wider delivery windows. If this is not possible, customers can organise a collect and return option to ensure that they can have the equipment set up in time and for the short duration that they require the equipment. It is solely the customers responsibility to ensure that their event will cater to the set up and delivery windows required for the inflatables.

Organising collection and return of the equipment, customers will be entitled to the full use of the equipment for an entire day, rather than subject to the availability and terms offered from a delivery and collection offer.

USING NEVERLAND HIRE AUCKLAND'S BOUNCY CASTLES:

It is the responsibility of the individuals' who hire the equipment to ensure that the following rules are always adhered to (for the safety of those using the equipment). Failure to do so can cause serious injury or harm to individuals using or nearby the equipment. In addition, failure to adhere to terms and conditions pertaining to use, equipment can become damaged. This can render the equipment unsafe and also in need of costly repairs.

1. No shoes are to be worn on a bouncy castle and therefore must be removed before getting on a castle.
2. All children (12 years or younger) using or bouncing on a castle must be supervised by at least one parent/guardian aged 18+.
3. In the case of high winds, please ensure that all persons (children or adults) are removed from the bouncy castle and that the bouncy castle is then deflated (turn off the blower), until any high deemed winds have passed or stopped.
4. At no times must anyone on one of the bouncy castles, jump onto or hang off any of the inflatable walls and/or netting on the bouncy castle.
5. At no times should any individual jump off the castle. Please ensure individuals walk off the bouncy castle with care.
6. Ensure no animals; no food or drink; and no smoking (on or around the castle) occurs at any time.
7. Issues related to any deflation (in full or in part) of the equipment must first be examined by the customer. Should any vents or zips be opened, these should first be attempted to be shut or retied by the customer as this does not require special skills or training.
8. No sharp or dangerous objects are to be taken on the castle, these items could endanger others and be damaging to the castle.
9. If the castle develops any sort of punctures, tears or openings on its surface, customers must turn off the equipment and cease use immediately
10. Our expectation is that the hirer, parents or supervising adults are monitoring both the play of children, the integrity of the equipment as well as the secure points at all times. Damage to the equipment and compromised secure points are obvious and will be picked up immediately during supervision. There is no exception to no supervision while the equipment is being used as the continued safe use of the equipment relies on this
11. The hirer agrees to turning off the equipment if they are unable to provide constant supervision during play
12. Refunds requested due to damage of the equipment on the day of rental, which renders the equipment unable to be used in full is awarded by the discretion of Neverland
13. The outcome of refunds are not decided by our delivery drivers and this is to be discussed directly with our office. Our delivery team is occasionally made of labour hire staff and they are not familiar with out terms and conditions. Any uncertainty should be raised with our office only.
14. Refunds for replacement of equipment are calculated by the different in advertised rental cost
15. Refund are not awarded for user error
16. The air blower must stay dry at all times.
17. Do not cover the air blower as it will block the air vent
18. No walking on the castle when it is not inflated or not fully inflated
19. Do not inflate or deflate the castle until everyone is off and clear of the castle.
20. Do not overload the castle with too many people at one time.
21. Any bookings that are made less than 72 hours from the date of use acknowledge the limited time Neverland has had to inspect and examine the equipment, which is provided on an as is basis.
22. Wet weather during the week or day prior to your rental may prevent us from completely drying our equipment. This does not affect the use of our equipment. Bubbling at the seams of equipment is normal. We require the equipment to be left up in order for the equipment to dry.
23. The customer accepts the responsibility that they have allowed more than enough time for the bouncy castle to arrive and be set up as well as factor in potential delays outside of Neverland’s control. Neverland is not held responsible for delays in arrival up to and including 120 minutes from the booked arrival time as this is the recommended lead time.
24. Bookings at hired venues, local parks, community halls, churches, and anywhere that is not the booking customer's home address must have a representative on site and available to accept delivery. These bookings are unable to be delivered in advance and are on delivery days where delays and restructuring routes can negatively impact other time sensitive bookings. It is our customer's responsibility to make sure they are on site for our driver's arrival and that all set up instructions by the venue/area are adhered to (including required permit applications). Failure to comply may result in non-delivery of equipment in order to continue the pre-designated delivery routes, of which there is no refund.
25. Force Majeure; If we are unable to reach our customers due to any events due to Force Majeure, we will offer free postponement or credit to our customers. This includes and is not limited to; Acts of God, Pandemics, Natural Disasters, Stay at Home Orders, Road Closures, Wars and anything else preventing us to from reaching our customers that is out of our control
26. For deliveries made later than 120 minutes from the requested arrival time, refunds are calculated proportional to the length of time that the rental equipment cannot be provided
27. A recommended load would be a maximum of 8 under 5 years on the 3X3, a max of 10 under 13 years on the 4x4, max of 10 adults on the 5x5, and a max of 15 adults on the 6x 6-meter castles.
28. Bouncing on the castles can be dangerous and hazardous and all precautions must be taken into consideration and followed out with common sense by the parent/guardian/hirer.
29. Items may be made unavailable to customers due to damage sustained on a previous rental. This will be communicated as practically as possible with alternative options provided.
30. Delivery drivers are typically the first to realise damage to a different unit and will communicate this as soon as practical. Considering they have at least 7 deliveries to plan for, they will prioritise their tasks for the day accordingly. This is done on a priority basis. As majority of their tasks on the day consist of allowing for customer safety and preparation for a full day of time sensitive work, these take priority and do not always allow for drivers to set aside time to call customers and spend time picking out what unit would be most appropriate as a substitute. Considering this disclosure, any negative online comments surrounding the replacement of equipment is considered unfounded and will incur an immediate $200 charge to review the claim.
31. We do not provide refunds on cancellations past 7am on the booking date except for dangerous conditions, limited to winds over 35kmph which is to be measured and noted by a representative on site.
32. In order for cancellation due to dangerous weather to be valid, a representative from the business must deem it unsafe in person. This must also be validated by a member of the finance department during the business week.
33. Customers requesting cancellation due to dangerous weather must provide one alternate booking date. If the weather is also considered to be dangerous on this date as well, refund will be made in full to the customer.
34. Cancellations must be communicated more than 24 hours from the day of booking if your booking is on a weekday. If your booking is on a weekend (including long weekend) cancellation must take place before 5pm on the Thursday before.
35. Cancellations past this point are offered postponement for an extra charge of $100
36. Customers wear the risk of space, suitability and weather for all mechanical bull bookings. We do not refund for inability to use the equipment.
37. Customers will wear the risk of suitability of their designated venue for an inflatable device. This includes the transportation of the inflatable/s from the vehicle/parking area to the area they have selected for installation. Customers acknowledge that in any respect, damage to property/pathway in the transportation or set up of the equipment may happen, of which neither Neverland Employees or Neverland will be liable for.
38. Any questions or abnormalities surrounding the equipment in all and any respect, must be addressed as soon as the hirer becomes aware. This is to allow Neverland to assist in rectifying and trouble shooting any issues. This can be done through calling 0800 424 438 or texting 021 207 1881 if you cannot reach anyone. Notification of issues after the hire has taken place with no opportunity for troubleshooting or replacement of equipment will qualify for refunds at the discretion of Neverland. If we do not here from a customer before 5pm on the day of delivering (or 2 hours after delivery, whichever is later) we will operate under the assumption that the customer has had more than enough time to inspect the equipment
39. Bookings on public holidays are subject to availability of both equipment and staff and may be priced based on advertisements and promotions relevant at that time period.
40. For bookings during our Christmas Special customers are responsible for promptly inspecting and reporting any issues with the equipment upon delivery. We assume the equipment is in use from the delivery date, and any concerns reported after this period may not be addressed until our team resumes operations after the holiday break. Should we not hear back from our customers by 10pm on the delivery date, customers acknowledge that they have accepted the delivery and equipment as is.
41. Misuse of the equipment resulting in any damage or excessive dirtiness will be subject to excessive cleaning and maintenance charges. This is based on the hourly rate to rectify the castle to a usable state.
42. The castle deliverer, owners, and company will not be held responsible or liable in any case of injury, being major or minor, caused in relation to the bouncy castle, and it will be at the jumpers risk or the parent/guardians/or hirers risk and expense.
43. Any loss of equipment, or damage made to the castle or equipment will be held liable at the hirer’s expense (the person who signs this document).
44. Under no circumstances is the hirer allowed to move the inflatable once it has been secured to the ground (unless discussed prior or during the hiring period).
45. We charge a Bond/Deposit for our Colour Bouncer Castle as this castle must come back dry, clean and free of rubbish. This equipment is unable to get wet and cannot be subject to rain. This fee is retained if the equipment must be dried and/or cleaned on the customer's behalf
46. Any person held responsible of the hire of this castle must be aged 18+
47. We are occasionally required to hire generators on behalf of our customers, based on the power requirements of equipment they order. We do not provide any guarantee as to the length of time the generators can run for, due to the generators not being ours. If you have any questions surrounding this, please let us know in advance and we can arrange a discussion with the rental company and whether or not you will need to purchase additional fuel.
48. We accept only cash or bank deposits upfront payments upon/before delivery of the castle.
49. Please note prices and availability are subject to change without notice. Although we try to assure accuracy, Neverland cannot be responsible for typographical or photo error on our website or any other publication.
50. We do not hold responsibility for the power source on our customer's property or venue not not organised by Neverland
51. We do not hold responsibility for food items used in our concession equipment that has not been supplied by Neverland
52. Refunds are issued in the form of reimbursement for equipment not received
53. Refunds are issued in the form of credit in all other respects
54. Equipment that is advertised as pick up only is stated in the item description. Our expectation is that our customers read the information about the items that they are booking and understand that they will be needing to arrange this. We do not arrange the collection on our customer's behalf. We do not advertise the collection address on our website as it is a residential address.

Customers acknowledge that all refunds which sit outside of the above terms and conditions are decided at the sole discretion of Neverland Castles and if awarded, will only be done so in future booking credit