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Event Vibes – Frequently Asked Questions (FAQs)
Damage Policy
Q: Who is responsible for rented items once they are picked up or delivered?
You are fully responsible for all rental items from the time of receipt until they are returned. This includes protecting them from damage, loss, theft, and weather-related issues.
Q: What happens if an item is damaged or lost?
You will be charged the full retail replacement value for any items that are damaged or not returned. The replacement value depends on the item’s age, condition, and rarity.
Q: What qualifies as a damaged item?
Examples of damage include, but are not limited to:
- Burn marks or holes in linens
- Stains on linens
- Missing parts
- Dented or broken equipment
- Items returned in un-rentable condition
Q: When will I be notified about missing or damaged items?
You will be informed at the time of drop-off if there are any missing or damaged items. Any applicable fees will be charged to the credit card on file.
Q: What happens if I don’t pay for the damage or loss?
Failure to pay will result in additional charges, including collection fees, legal costs, and other expenses related to enforcing the agreement.
Cleaning Policy
Q: Do I need to clean the rented items before returning them?
Yes. Chafing dishes must be washed and rinsed. Linens should be free of debris and returned dry. Moldy, wax-stained, or burnt linens will incur replacement charges.
Q: How should I handle linens before returning them?
Please shake out linens to remove particles. If they are wet, allow them to air-dry before placing them in bags.
Q: Does Event Vibes clean up after the event?
No. We do not offer event clean-up services. If our team has to take down or gather rental items, a $50/hour labor fee will apply.
Q: What if the driver cannot locate the items for pickup?
If we cannot access or find the items, you will be charged another delivery/pickup fee for a second trip.
Payment Policy
Q: When is payment due?
Full payment is required before the items are released to you.
Q: What forms of payment do you accept?
We accept Debit cards, Visa, MasterCard, e-Transfer, and cash.
Q: Is a deposit required?
Yes. A non-refundable 25% deposit is required to confirm your reservation. Items are not considered reserved until the deposit is received.
Q: Do I need to provide a credit card?
Yes. A valid credit card is required to process and secure your order.
Pick-Up & Drop-Off Policy
Q: When can I pick up and return my rental items?
Pick-ups are available the day before your event. Returns must be made the following business day during our drop-off hours:
Friday to Monday, 8:00 AM – 1:00 PM.
Q: What if I return items late?
Late returns are subject to additional charges. If you anticipate a delay, please call us in advance to arrange accommodations.
Delivery Policy
Q: What does the delivery service include?
We deliver and stack items at a convenient ground-level location. Delivery does not include setup or placement inside your unit or house.
Q: When will my order be delivered and picked up?
Deliveries are typically made the day before or the day of your event. Pickups occur on the next business day, or as arranged. These dates will be listed on your confirmation.
Q: What should I do before pick-up?
Tables and chairs must be taken down and stacked in a single location for easy pickup. Failure to do so may result in additional labor charges.
Q: How are delivery fees calculated?
Delivery fees vary by distance and are quoted during the reservation process.
Return Policy
Q: What happens if I return items late?
Late returns will be charged for each additional day. If you know you’ll be late, please contact us to avoid further charges.
Q: Who is responsible for the rented items during my event?
You are responsible for all items in your possession, including damage, loss, theft, or incidents during transport or use. Event Vibes is not liable for any such incidents.