Frequently Asked Questions
Unless specifically arranged at the time of booking, all standard hires are based on a total of three days:
Day one: Pick up/Delivery
Day two: Event
Day three: Drop off/Collection
Please note that our standard collection hours are between 09:00 and 17:00 Monday to Friday. Weekend events include an extra day’s hire, as collection will take place on Friday and drop off will take place on Monday. No further costs will be incurred in this instance.
Collection can be arranged provided you have an adequate vehicle and the items remain your responsibility at all times. We would advise bringing packing blankets and for large items ratchet straps to protect and secure the load.
We can offer delivery subject to availability and there will be a nominal mileage cost based on the venue location. We will need someone there to sign for delivered items. The person signing for the items must be the person responsible for hire or someone agreed to sign on your behalf. The venue or delivery address must be accessible
Props are dry hired therefore we do not set the items up. Please ensure you have someone on hand who is prepared to set up the items. If you would like The Prop Company to style the props you hire from us, we are happy to quote separately for that. If you prefer to manage the styling yourself, we are happy to provide advice and photographs to assist you.
Breakages – The customer is responsible for the items from when they are signed over during delivery. If an item is broken then we will try to find the best way to repair it and will invoice the customer the repair costs not exceeding the total value of the item.
The hire price is a dry hire price which does not include delivery unless otherwise stated. Payment can be made via bank transfer to our account or by cash on collection. A deposit of 20% of the hire price allows you to secure the items for your booking. The deposit can be paid at any time but items will not be reserved until the deposit is paid.
We allow 7 days from when your invoice is sent to allow payment of the deposit to fully clear. The total amount is due no less than 21 days before your hire period commences.
If you cancel more than 21 days before your hire period you will not have to pay the remaining 80% balance but will not receive your 20% deposit back. If you cancel less than 21 days before but more than 7 days you will receive a 50% refund. If you cancel 7 days or less prior to your hire period you will receive no refund. To cancel a hire you
must inform us in writing.
We will notify you if any of your items change. We understand that in some cases a deposit may be paid a long time in advance of the actual event. We cannot foresee breakages by our customers but we always try to replace like for like or similar items. Due to the bespoke nature of some of our items we will inform you promptly to allow you reassess your hire. In the unlikely event that this happens then you will be entitled to a full refund for the particular item.