Rental Policies and Procedures

MAKING A RESERVATION / SECURITY DEPOSIT

To confirm a reservation we require your contact information, a valid credit card number, a non-refundable deposit, and a signature on your rental contract. The deposit is equal to 25% of your order total and is applied towards your final balance. Your order will not be considered ‘reserved’ until a deposit and signed contract are received. The credit card number is kept on file as a security deposit and in the event that equipment is returned late or is missing/ damaged at the time of pick up or customer return, replacement or repair costs will be charged to the card.

PAYMENTS

Payments can be made in any of the following ways: credit card, cash, personalized cheque with ID or email transfer. We take payments in person, over the phone, by email, or by mail. You may pay the final balance on your account at any point before your event, but we must receive payment before the items can be delivered or picked-up.

EQUIPMENT RESPONSIBILITY

– Equipment remains the responsibility of the customer from the time of delivery/ customer pick-up until the time of its return.

– Notification of damaged or missing items MUST be reported by calling (604) 947-0640 as soon as noted. Our count on items will be considered correct unless we are notified before the event of missing/ damaged items.

– Shipping containers are to be returned. Loss or damage to shipping containers will be charged to the credit card number provided at the time of booking.

CHANGES AND CANCELLATIONS
The day you book your order the items are considered out of our inventory for your date and thus made unavailable to other potential customers. This ensures you will have all the items you need on the date you require them. Because of this, we do have certain policies regarding changes to your order.All reductions in numbers must be received by Bowen Event Rentals 14 days prior to your event. Any reductions or cancellations made within 14 days will be subject to a cancellation fee. Any increases in your numbers must be made prior to your pick-up or delivery, and are subject to item availability. You may make changes by phone, email, or in person. This policy helps us to ensure that your order is packed as accurately as possible. See our Cancellation Policy below for more detailed information.

CANCELLATION POLICY
Reductions in quantity are limited to 20% of the original amount ordered per item and must be made a minimum of 14 days prior to your event to avoid penalty. Reductions in quantity greater than 20% and/or any reductions made within 14 days of your event are subject to a penalty of 50% of the total rental rate of the cancelled item(s) plus taxes. Any items cancelled within 1 week of the event date will be charged at full rental rates plus taxes. As these items will be made unavailable to other clients at the time of booking, if you do cancel your entire reservation you will forfeit your initial 25% reservation fee.

RENTAL PERIOD
The rental rate is based on a 24-hour rental. Should you need the items longer please contact us and ask about our multi-day rates.

PICKING-UP YOUR RENTAL
Unless special arrangements have been made prior to your pick-up, you may pick-up your rental any time after 12:00pm on the day before your event, and may return no later than 12:00pm on the day specified on your rental contract. Either you or someone else can pick up your order. If another person will be picking up they will need to know what name your order is booked under and settle any remaining balance owing on the account. If you require your rental earlier than 12:00pm on the day before your event, you may contact Bowen Event Rentals to see if it will be ready earlier. You are responsible for any and all damage that may occur during transportation to and from your event site.

DELIVERY & PICK UP
Delivery rates are based on drop off to a point immediately accessible to our truck, usually your driveway, garage, or yard. All deliveries require the signature of a responsible party for equipment to be left. Should you require delivery beyond our truck tailgate or set-up and take down of items, please request a quote prior to your event.

Delivery times are set on the week of delivery. You will be given a morning or afternoon delivery time. Morning delivery means the items will be delivered between 10 am and 12 pm. Afternoon delivery means between 12 pm and the last delivery of the day. Should you have special delivery requests, please contact us and we will do our best to accommodate your needs. As there are many deliveries in a day it is not always possible to give exact delivery times. For an additional fee it is possible to arrange for before- and after-hours deliveries, as well as time specific deliveries.

SET-UP
We will set up all Marquee tents, all tent specific accessories, harvest tables, large props and custom lighting packages. We are available to set up chairs, tables, general lighting and other items for an additional set-up and tear-down fee. We do not generally offer set up of table settings, linens, or other general decor items but we can often coordinate this if required.

OUT OF TOWN EVENTS
We do rent for out-of-town events. You can pick the items up yourself or we can deliver. Should you require delivery please contact us for a delivery rate. Multi day rates may apply if items will need to be shipped via courier, picked-up by yourself, or delivered more than 24 hours in advance of your event. You are responsible for any and all damage that may occur during transportation to and from your event site by a third party.

PLEASE CHECK TO MAKE SURE YOUR ORDER IS COMPLETE
We do our best to make sure your order is complete. If you discover any missing or damaged items upon receipt, please contact us immediately so that we can make a note on your account and make arrangements to replace the items if desired. If it is after store hours please leave a message. We will contact you as soon as possible. Many factors can contribute to items being lost or damaged during an event. We cannot accept disputes after an event is over.

RETURNS
If you will not be returning the items yourself or present for the pick-up, or will not be in contact after your event, Bowen Event Rentals will require the name and contact information of the person who will be responsible for your rental. It is best to appoint one trustworthy person to be in charge of the return.

On return, linens must be dry to prevent mildew, free of any wax, food or confetti and placed in the nylon bags provided. Do not place damp linens in plastic bags. We ask that you scrape or rinse the plates and cutlery free of any food, empty the glasses, and rinse food service items. All items should be placed back into the containers they arrived in. Avoid leaving excess water in the bottom of any containers as any metal pieces may rust.

**We often receive back items that do not belong to us. Any items found with your order will be collected, rinsed, and packaged. You will be informed as soon as possible after your event if there is anything here to pick-up. We will store the items for no longer than 30 days. If we have not heard from you after 30 days, the items will be discarded or donated to a local charity.**

IF YOU OR SOMEONE ELSE IS RETURNING YOUR RENTAL

To avoid extra charges, we recommend that you count your order before returning it to ensure all items and packaging are accounted for. Bowen Event rentals also counts every order when it is returned to our warehouse.

IF BOWEN EVENT RENTALS IS PICKING-UP YOUR RENTALS
Rental items need to be returned to their point of delivery and must be sheltered from the weather. China, glassware and flatware should be “dishwasher ready” and placed back in their supplied containers. All original containers and boxes must be returned. Tables and chairs should be folded and stacked neatly. Note:  Linens should be placed in nylon bags or bins provided. If your order is not ready for pick-up when Bowen Event Rentals arrives, we will return at our discretion for an additional one-way pick-up charge.

Harvest Tables:  Bowen Event Rentals will knock them down when we come to pick them up. We request that the harvest tables be sheltered from the rain if they are being used outdoors.

MISSING AND DAMAGED ITEMS
If you do have missing or damaged items upon return, you will be informed as soon as possible. If the missing items cannot be found or if we are unable to contact you or the person responsible within 48 hours of your specified return date, replacement fees will be automatically charged to the credit card on file. If any items can be located and returned within one week of your specified return date, we will refund the full amount. No refund after one week. Repair fees for damaged items will also be charged to the credit card on file. Any items considered un-rentable will be charged at full replacement value.The customer is responsible for the goods from the time of pick-up/delivery until the items are returned to Bowen Event Rentals. Be sure that all equipment is secure and protected from the weather while it is in your possession. We do charge for; soiled, broken, damaged or missing items, including packaging materials. There will be an extra cleaning charge for any wax, excessive grease, ink and/or hard to remove stains on linens and fabrics. Our insurance does not cover equipment while it is in your possession.

UNUSED EQUIPMENT
Rental items are charged for time out, not for use. Every item that leaves our building is treated the same way upon return, used or not. This ensures that every item you receive is clean, sanitized, and food safe. No refunds are given for items that were not used during your event.

LATE RETURNS
Late rentals will be charged a half-day rental rate for each day. If you are not able to return your rentals on time, please inform Bowen Event Rentals so that we are able to make a note on your account. If we require the items for another order, we will make arrangements to pick the items up ourselves, at the cost of a one-way pick-up fee, charged to the credit card on file.