RESERVATIONS AND PAYMENTS
A non-refundable retainer fee is due within 5 days of signing the contract, and the remaining balance must be paid in full 14 days before the event, plus any applicable taxes. If the client's event is due within 15 days of the event date, full payment is due at the time of booking and is non-refundable, except under the circumstances outlined in the Cancelations section. To confirm and guarantee an order, a non-refundable deposit of 50% of the total rental cost is required. The order is not guaranteed until the deposit is paid, and rental items cannot be held without it. After receiving the deposit, we will secure the items and guarantee their availability on the event date. Any additional services requested that exceed the contracted time will be charged at the current hourly rate. Two weeks (14 days) before delivery, we will contact the client to arrange delivery and pick-up times and locations, as well as to complete the payment. All orders must be paid in full two weeks before delivery or customer pick-up. Accepted payment methods include Venmo, Zelle, Visa, Discover, MasterCard, and American Express. Items will not be delivered or released unless the total amount is paid in full and the rental contract is signed. No exceptions. If payment is not completed within two weeks (14 calendar days) of the event, the reservation will be canceled, the items will be made available for others to rent, and the deposit will be forfeited. Delivery personnel cannot accept payment at the time of delivery, and we do not accept personal checks for the final payment.
CANCELLATIONS AND CHANGES
You may call or email us with changes to your order up until one month (30 days) prior to the event date. After this point, changes cannot be made. If additional items are requested, payment in full must be made for these items at this time. The initial cost of the rental cannot be reduced. If your order is cancelled for any reason before your event, you will forfeit your 50% deposit, or the total paid if less than one week’s notice is given.
Please note that we do not offer refunds. Instead, if requested by the client in the case of cancellation, we will issue a coupon for the total amount paid, which can be used toward any future rental within six (6) months of the original event date.
MISSING AND DAMAGED PROPERTY
At the time of delivery, Renter will inspect and confirm the condition of the rental items. Damaged and/or lost rental items are the financial responsibility of the renter. Upon completion of the event, items will be inspected. If items are missing or damaged, Heartfelt Proposal Event will detail these damages and missing items, and the Credit Card on file will be charged for these. Similarly, if items are not returned as agreed, and this results in their unavailability for the next event, Renter will also be charged for that event. Otherwise, Renter occurs a charge of $200.00/day for late returns.
STRICT RAIN POLICY
To ensure the safety and protection of our equipment, staff, and event quality, we have implemented the following rain policy.
We do not set up outdoor events if there is any chance of rain in the forecast. Clients must provide a confirmed indoor backup plan (Plan B) at the time of booking. If rain is forecasted, we will notify clients 24 hours in advance to transition to the indoor location. No exceptions will be made. Failure to provide an indoor backup plan will result in event cancellation and potential forfeiture of deposits.
USE OF EQUIPMENT
Renter agrees that the items will be used only at the address listed on the contract, and only for the purpose for which they were intended and manufactured. Subleasing or improper use is prohibited. Renter agrees they have read all instruction manuals, operating instructions and warnings related to rented items.
Rental pricing covers one location only. For your security and safety, if items need to be moved, our team must train a venue staff member on safe handling, particularly for heavy items that require multiple people.
SITE PREPARATION
Renter agrees to have the site safe, clean, accessible, and ready for delivery and installation, and for dismantling and pickup of the equipment. Renter also agrees to pay an additional charge for any delay incurred along with any labor charges resulting from failure to do so.
MISSING GOODS:
All items rented are counted both out of our warehouses and back in per contract order number. Client is responsible for ensuring all HPE property is returned on the date and time noted in this agreement. If any equipment is deemed missing upon the operational review, our team will reach out to coordinate the recovery of the missing property. Missing/lost property unable to be located by Client may result in the client being invoiced for the lost merchandise and/or other recovery related costs.
If any items are missing or damaged upon return, our Missing Goods department will contact you to assess the replacement costs. For any lost or Damaged item beyond repair the fine will be $2500.