Terms and Conditions of Hire

Charlies UK Events Ltd, trading as Charlie’s Crazy Bouncy Castles
Last updated: 29 September 2026

Please read these terms before booking. They explain what we provide, what we need from you, and how we keep everyone safe. Your booking confirmation sets out the equipment or services, date, location, price and any arrangements agreed specifically for your event.

1. Your booking

A booking is confirmed when we accept it and receive the required booking payment. The person making the booking must be at least 18 years old and is responsible for giving us accurate information.

Please check your confirmation carefully. Tell us promptly if the event address, venue, access, surface, available space, power supply or contact details are wrong or change. A change of venue or equipment is subject to availability and may change the price or whether we can safely fulfil the booking.

The person making the booking is referred to below as the hirer. “Equipment” includes any inflatable, soft play, ball pit, game, machine, generator, accessory or other item we supply.

2. Payment

We operate a cashless service and do not normally take payment at the event. Unless your confirmation says otherwise, the remaining balance must be paid at least three days before the event. We may be unable to deliver or provide the service if payment has not been made when due.

Your confirmation will show the total price and any separately agreed charges, such as a generator, attendant, late collection or overnight hire. We will explain and agree any optional extra charge before adding it to your booking.

If a payment is overdue, we will contact you where reasonably possible before treating the booking as cancelled. Any amount we retain or seek because of a cancellation will be dealt with under section 16.

3. Delivery, collection and access

Our usual outdoor delivery window is 6:45 am to 11:00 am, with collections starting from 4:30 pm, unless we have agreed different times with you. These are route windows; the exact time may vary. If your venue has fixed access or event times, tell us before booking so we can confirm that we can meet them.

Someone aged 18 or over must be available to give us access, receive the equipment and hear the safety instructions. Please make sure we can also get back in at collection time.

Tell us in advance about narrow gates, steps, stairs, lifts, long carrying distances, height barriers, parking restrictions, permits, red routes or any route through a building. Access must be clear and safe for our staff and equipment. Some larger items need more than the usual one metre minimum access width; check the measurements for the item you book.

Please arrange suitable parking as close to the setup area as reasonably possible. We may pass on a reasonable parking, permit or access cost where it was explained to you in advance or arises because information you gave us was incorrect. We will not automatically charge you for a parking fine caused by our own unlawful parking decision.

If the agreed access is unavailable when we arrive, we will try to contact you. We may need to leave if waiting would affect other bookings. Any cancellation charge will reflect the work and reasonable loss caused by the failed access, as explained in section 16.

4. Venue permission and setup space

You must have permission from the venue or landowner to hold the event and use the booked equipment. Tell us before booking if the proposed space is a communal garden, shared area, public park or other area you do not control privately. Such locations require our express agreement and any necessary permission; we cannot assume they are suitable.

Check the equipment dimensions on our website and allow room for its anchors, blower, entrance, exit and required safety clearance. As a general guide, allow at least one metre at the sides and 1.5 metres at the front, but some items need more. The item’s instructions and our safety assessment take priority.

The setup area must be reasonably level, clear of rubbish, sharp objects, animal waste, overhead hazards and anything that could damage the equipment or put users at risk. Tell us about underground pipes, cables, drains or other hazards before we use ground stakes or fixings.

Our team will assess the actual site on arrival. We will not set up equipment where we cannot do so safely.

5. Ground surfaces and anchoring

Outdoor inflatables must be secured using the correct method and every required anchor point. Grass normally requires ground stakes. A hard surface may need suitable ground bolts or properly secured ballast and must be discussed with us before booking. Hard surface setup may involve an additional quoted charge.

Gravel, decking, steep slopes, soft mud or unsuitable artificial surfaces may prevent safe setup. An indoor venue must have enough space and height and must allow the anchoring or restraint required for the particular item.

Where ground stakes or approved bolts have been agreed, they may leave small holes. We will take reasonable care during installation. Please identify known underground services and any surface where holes cannot be made. Do not remove or adjust anchors, ropes, mats or other safety equipment after setup.

6. Power and generators

Unless you have booked a generator, you must provide a suitable, working power supply within the distance agreed for your equipment. Most blower operated inflatables need one suitable 13 amp supply per blower, but the requirements for your booking may differ. Tell us in advance if power is limited, shared with other equipment or more than 25 metres from the setup point.

Do not use your own extension leads, adapters or generators for our equipment without our agreement. Keep the power supply on throughout use. Do not cover the blower or block its air inlet. If power fails, remove users immediately and contact us.

If you have booked one of our generators, follow the instructions given at delivery. Keep children away from it and do not refuel, move or alter it unless we have expressly instructed you to do so.

7. Responsibility and supervision

Unless your booking specifically includes our staff to operate an item, a responsible adult aged 18 or over must supervise each item throughout its use. A member of staff delivering or collecting equipment is not an event attendant.

The supervising adult must follow the safety instructions given at setup and the limits displayed on each item. They must stop unsafe behaviour, control the number of users, and keep the entrance and exit clear. Larger and smaller children should use equipment separately when mixing them would be unsafe.

The hirer is responsible for taking reasonable care of equipment while it is on hire and for ensuring the agreed supervisor is present. We remain responsible for our own work, equipment and any failure by us to take reasonable care.

8. Rules for inflatables

Please make sure all users follow these rules:

• Follow the age, height, user number and other limits displayed on the inflatable. Children’s inflatables must not be used by adults unless that item is expressly suitable for adult use.

• Remove shoes, glasses, jewellery, badges, belts and sharp items. Empty pockets of objects that could injure someone or damage the inflatable.

• No food, drink, chewing gum, smoking, flames, animals, sand or water on the equipment.

• No face paint, glitter, glitter tattoos, confetti, party poppers, coloured streamers, silly string, pens, paint or other items likely to stain or damage it.

• Do not climb, sit or hang on walls, safety netting or the roof. Do not somersault, push, wrestle or bounce near the entrance or exit.

• Keep users away from the blower, cables, anchors and the area behind the inflatable.

• Do not move, deflate, tamper with or attempt to repair an inflatable yourself, except where switching it off is needed to respond safely to an emergency.

On slides, suitable clothing and socks can help reduce friction injuries. The supervising adult should check that surfaces are comfortable and safe for users, particularly in hot weather.

9. Soft play, ball pits, games and other hire items

Soft play must stay on the supplied mats or another surface we have approved. Keep it clean and dry. Do not use soft play items as seats for eating or drinking. Keep ball pit balls within the play area where possible and return them to the supplied bags before collection.

Follow any age, weight and user limits for games, toddler equipment, mascots and other items. Do not dismantle, move or alter hired items without our agreement. Additional instructions given at setup form part of the safe use requirements for that item.

10. Weather and unsafe conditions

Safety comes first. Outdoor inflatables must not be used when wind or gusts exceed the safe limit for the particular item. No inflatable may be used above 24 mph, and some have a lower limit. The person supervising an outdoor inflatable must monitor conditions at the site during use. A phone weather forecast alone does not measure local wind at the equipment.

Stop use and remove users immediately if wind increases, the inflatable becomes unstable, anchors loosen, lightning occurs, or rain makes the surface slippery or unsafe. Contact us for instructions. Do not restart use until conditions are safe and, where needed, we have confirmed what to do.

We may postpone, change or cancel outdoor setup if the actual conditions or reliable forecast show that it cannot be operated safely. We will discuss a suitable indoor alternative or a new date where possible.

If we cannot provide the booked service because of unsafe weather before hire begins, we will explain the available options, including a refund of payments for the service we cannot provide or, if you prefer, a credit towards another date. A weather credit agreed with us has no expiry date. If some of the service has already been supplied, we will assess any appropriate refund fairly based on what was provided.

11. Faults, accidents and emergencies

If equipment loses power, deflates unexpectedly, moves, is damaged or appears unsafe, remove users immediately, keep them away from it and contact us. Do not attempt a repair yourself.

For an injury or other emergency, call the emergency services where needed, then tell us as soon as reasonably possible. Please provide the details we reasonably need to investigate what happened. We may ask for photographs of the equipment or setup, provided it is safe to take them.

12. Cleaning, damage and missing items

Please keep equipment in the condition in which it was supplied, allowing for ordinary use. Remove rubbish and personal belongings before collection. Return soft play pieces, games and ball pit balls to the containers provided.

Tell us promptly if something is damaged or missing. We may charge the reasonable cost of additional cleaning, repair or replacement where damage or loss occurred during your hire because the equipment was misused or reasonable care was not taken. We will explain the charge and provide supporting details. We will not charge for fair wear and tear or damage caused by us.

If an item is damaged, please leave it available for us to inspect. Do not throw it away or arrange a repair without speaking to us.

13. Collection and additional hire time

Please make sure we can access the equipment at the agreed collection time. Only release it to an identified member of Charlie’s staff.

If you ask to keep equipment beyond the agreed hire period, this must be agreed with us in advance and is subject to our route and staff availability. Our usual late collection charges, when agreed, are:

Agreed overnight hire is £35 extra, unless your quote states otherwise. We will confirm any change to the hire period and the total price before it is added. If we cannot collect because access is unexpectedly refused or unavailable, we may seek reasonable extra costs caused by that delay.

14. Fun food and entertainment services

Your booking confirmation will state which fun food items, quantities, staffing and service times are included. Please tell us before the event about venue restrictions and any relevant allergy or dietary questions. Food may contain or come into contact with allergens; ask us for the information applicable to your booked products.

A children’s entertainer provides the activities stated in the booking confirmation. Unless expressly agreed, entertainers do not provide childcare or take responsibility for supervising children. A responsible adult must remain present. Face painting, glitter services, costumes and other extras are included only if confirmed in your booking.

If an agreed activity cannot safely take place at the venue, we will discuss a reasonable alternative where possible. Any refund for a service we cannot provide will be assessed under your legal rights and these terms.

15. Staff safety and conduct

We expect our staff and customers to treat each other respectfully. Our staff may stop work or leave if they face threats, abuse or a serious safety risk. We will record what happened and explain any charge or refund based on the circumstances and the service already supplied. We will not charge the full price automatically simply because our staff leave.

16. Cancellations and changes requested by you

Please contact us as soon as you know you need to cancel or change a booking. We will try to move it to another available date or offer a suitable alternative if you would prefer that.

If you cancel, we may retain or charge an amount that reflects our reasonable, direct loss caused by the cancellation. This may include work already carried out, committed costs and a booking we could not reasonably replace. We will take account of costs we save and any replacement booking. We will explain the calculation if you ask.

Our usual starting points are:

• More than 48 hours before the event: we may retain an appropriate part of the booking payment for work and loss already incurred.

• Within 48 hours or on the event day: our loss may be higher because staff, equipment and routes have been committed. This does not mean the full balance is automatically due in every case.

• If we arrive but cannot set up because important site information was incorrect or access is unavailable: we may include reasonable travel, staff time and other direct costs in the cancellation calculation.

Any remaining payment will be refunded. We will not charge twice for the same loss. A booking fee described as non-refundable is still subject to your legal rights and the requirement that any amount retained is fair and proportionate.

Date changes and lower priced equipment changes depend on availability. We will explain any price difference and reasonable costs before confirming a change.

17. If we need to cancel or cannot set up

We may refuse setup or stop use where there is a genuine safety issue, including unsuitable ground, insufficient space, unsafe access, no suitable power, incorrect venue details or unsafe weather. We will explain the reason and, where practical, try to find a suitable alternative.

If the problem was caused by incorrect or missing information from you, section 16 explains how reasonable costs may be dealt with. If the problem was not your fault, we will refund payments for the service we cannot provide unless you choose an alternative date or service.

If we cannot provide the booking because of our own failure, we will offer a suitable alternative if you want one or refund the service we cannot provide. Nothing in these terms removes your legal rights.

18. Unexpected events outside our control

Events such as severe weather, major road disruption, vehicle failure or restrictions imposed by an authority may affect a booking. We will contact you as soon as reasonably possible, explain the situation and try to arrange a practical alternative. Refunds for services not provided will be handled fairly and in line with your legal rights.

19. Insurance and liability

We hold £10 million public liability insurance, subject to the terms of our current policy. If a venue needs evidence of cover, ask us before the event.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot legally be excluded. We are responsible for providing our services with reasonable care and skill. The hirer is responsible for loss or damage they cause through misuse or failure to take reasonable care, as described above.

20. Questions, complaints and records

If something is wrong, please contact us promptly so we have a chance to put it right. We may use booking records, messages, delivery notes, photographs and staff reports to understand a complaint or a payment dispute. We will consider information you provide as well.

Email: info@charlies-crazybouncycastles.co.uk
Telephone: 020 8050 9373

These terms are governed by the law of England and Wales. Your statutory consumer rights are not affected.