FREQUENTLY ASKED QUESTIONS
HOW TO BOOK?
To make a booking, you can reach us conveniently either by phone or email. For phone inquiries, please dial 07900084999. If you prefer to communicate via email, kindly send your queries to elliottscastles@gmail.com. We are here to assist you and look forward to hearing from you!
CAN I HIRE ITEMS OVERNIGHT?
Certainly! There will be an additional charge of £40 for overnight hires. Please note that we require photographic ID and the item must be kept in a secure place. It will be collected the following morning.
ON WHAT SURFACES CAN WE PLACE THE ITEM?
Our inflatable items can be set up outside on grass, indoor halls or venues, and on artificial grass (excluding artificial grass in your garden).
ARE FACEPAINTERS OR GLITTER TATTOOS/ACTIVITIES ALLOWED?
We apologize, but we do not allow facepaints, glitter, confetti, or any similar items on or near our items due to the risk of staining the material. Charges will apply for any damages caused.
CAN WE ATTACH BALLOONS TO THE BOUNCY CASTLE?
Unfortunately, we do not permit the use of adhesive tape or glue to attach balloons as they may damage the artwork and material of the castle. Customers will be held responsible for any necessary replacements.
DO YOUR INFLATABLES COME WITH RAIN-SUN COVERS?
Most of our items are equipped with rain-sun covers. Please refer to the individual item descriptions for specific details.
DO YOU HAVE INSURANCE / PUBLIC LIABILITY COVER?
Absolutely! We have public liability coverage of £5 million, products liability coverage of £5 million, and employers liability coverage of £10 million, which ensures coverage for any injury or accidents caused by our staff or equipment.
WHAT ARE THE POWER REQUIREMENTS?
You will need to provide a 13amp plug socket within 25m of the inflatable from the main power supply. Additional cables up to 50m are available upon request. For distances beyond 50m, a petrol generator can be added at the checkout.
WHAT HAPPENS IF IT RAINS ON THE DAY?
In the event of heavy rain, our team will contact you to discuss safety concerns regarding the item you have booked. If there is torrential rain throughout the day, cancellation may be considered. For more information, please refer to our Adverse Weather Policy.
DO YOU ACCEPT BOOKINGS DURING CHRISTMAS & NEW YEAR?
Yes, we accept bookings for Christmas Eve, Christmas Day, Boxing Day, New Year's Eve, and New Year's Day, but there will be a premium rate applied. Please contact us for further details.
IS A DEPOSIT REQUIRED?
Yes, we require a non-refundable booking fee of £25, which will be deducted from the final balance.
WHAT IF I NEED TO CANCEL MY BOOKING?
Please review our Terms & Conditions for detailed information about our cancellation policy.
SHOULD THE CASTLE REMAIN PLUGGED IN?
Yes, the castle needs to stay inflated until one of our team members collects it. This enables us to clean and inspect it, ensuring it is ready for the next hire.
IS THERE A DELIVERY CHARGE?
We offer free delivery for local areas surrounding our storage facilities, but there may be a small delivery charge for areas outside of the local region.
WHAT ARE THE CLEANING CHARGES?
If the item is mistreated or returned in a dirty condition while under your supervision, a cleaning charge of £100 will be applied. Please ensure the item is clean when our team comes to collect it.
WHEN DO YOU DELIVER?
During peak seasons, standard deliveries are made anytime between 7am to 12:30pm. Premium and specific delivery options are available. Standard collections are scheduled for 5pm, but guaranteed late collection at 7pm is possible for an additional £25 fee. Overnight hires cost £40 and will be collected the following morning. Venue hire times may be more specific, and late collection fees will apply.
HOW MUCH NOTICE IS REQUIRED FOR A BOOKING?
While you can book at any time, please keep in mind that our bookings get busy. It is recommended to book as early as possible to avoid disappointment. If you have been let down by another provider, you can contact us on the day, and we will do our best to accommodate you if we have availability.
HOW MUCH DOES IT COST?
Please refer to the individual item pages for specific pricing.
HOW LONG CAN I KEEP THE EQUIPMENT?
The hire price is based on a single hire period. Whether you require the unit for 2 hours or 7 hours, the cost remains the same as the same level of work is involved. Our aim is to provide you with the item for a minimum of 6 hours, unless alternative time options are selected.
WHAT ARE THE PAYMENT OPTIONS?
You can make your payment via bank transfer or through our card machine upon arrival, before set up.
CAN THE CASTLE BE SET UP ON A SLOPE?
Unfortunately, setting up the castle on a slope is not possible. If the slope is very slight, it may be considered, but please discuss this with us before making a booking. Ideally, the gradient should not exceed 5%.
HOW LONG DOES SETTING UP AND PACKING AWAY TAKE?
On average, it takes around 20 minutes to set up and 20 minutes to pack up each bouncy castle. However, please note that times may vary depending on the specific castle, access, and available staff. If you have multiple units on hire, the times may vary accordingly.
HOW MUCH SPACE IS REQUIRED?
For a safe installation, it is advisable to allot at least 2ft of extra clear space around the item. Prior to set up, please ensure that all garden items such as toys, swings, slides, patio furniture, and rubbish are removed from the designated area.
DO YOU PROVIDE SAFETY INSTRUCTIONS?
All our castles have safety instructions sewn into the side/front panels and are also printed on the safety mats. Before we leave, we will thoroughly explain the dos and don'ts of operating the equipment. Our priority is for you to have fun while ensuring everyone's safety.
Still have more questions? Email us at elliottscastles@gmail.com