FREQUENTLY ASKED QUESTIONS
How long is the hire period?
Unless specified otherwise, hire fees are for one day, with additional days available at 50% rate. However, we understand that planning and setting up an event can be quite an undertaking, and that sometimes you just can’t find the time to get everything done on the day! We are always happy to work with you to organise convenient times to get and return your goods around your function – subject to availability of goods, of course. We want to help make your planning easier! Please note that we’ll try to be as flexible as we can be, but on weekends some of our more popular items may be needed for functions on both days – if this is the case we will let you know, and return of items from Saturday functions will need to be done before 9am Sunday morning.
Will equipment fit in my car?
A lot of our equipment folds down neatly for easy transport. Dimensions of items are provided for furniture to help you decide whether they’ll fit in your vehicle. Most items will fit into standard size cars, but if you’re unsure, feel free to contact us and we can provide some advice.
Do you offer a delivery and setup service?
We sure do! Our delivery and pick-up service is charged at a flat rate of $80 (including both delivery and pick-up – we can also do one-way for $40) within the metropolitan Canberra area. That’s all of suburban Canberra including Queanbeyan and Jerrabomberra. Delivery and pick-up to rural areas may incur an additional fee.
Typically, delivery is just to a safe and convenient location within 20m of the nearest vehicle access point – if you need us to take goods further, or set them up for you, additional fees may apply. Contact us to have a chat and we’ll see what we can do for you.
Is a bond payable?
Yes. The bond is a security deposit to cover any loss or damage of goods. For orders up to $25, a $50 cash bond is payable; for orders over $25 it’s a $100 cash bond. The bond is payable when you take the goods (either at pick-up or at time of delivery), and we’ll issue you with a receipt. It will be refunded in full when the goods are returned in original condition.
Do I need to clean items before returning them?
We’re here to make your life easier, so no, you don’t need to wash items, they just need to be returned in original condition (i.e. undamaged).
If you’re renting glassware, crockery, cutlery or serving ware: items need to be rinsed and placed back in the boxes they were supplied in, but you do not need to wash items, that’s our job.
If you’re renting linen: if anything is spilled on the linen (especially things that might stain, such as red wine), we ask that you rinse the area with cold water to prevent the stain from setting, but you do not need to wash linen before returning it. Please note that if linen is damaged or irretrievably stained, you may be liable for a replacement fee.
I can’t see the product I need – do you have it?
Possibly! We are always increasing our product range so there’s a chance we do have what you need. We will also increase our range according to demand so if you’re after something we don’t currently stock, we can probably order it for you.
TERMS AND CONDITIONS
Quotes are valid for 30 days from the date of issue of quotation.
Unless otherwise stated, all quotations are for hire of products, which must be returned in original condition.
Suitability of Items
We are happy to provide as much advice and support as we can, however we cannot make any representations as to the suitability of items for specific needs and it is the responsibility of the customer to determine whether goods will be appropriate for their intended use.
In no event shall Encore Event Hire be liable for any injury, loss, claim, damage or any special, exemplary punitive, incidental or consequential damage of any kind, whether based in contract, tort or otherwise, which arises out of or is in any way connected with use of services or equipment supplied by Encore Event Hire.
Confirmation of Booking
Once a request for a quote has been submitted, Encore Event Hire will respond with an invoice which includes payment details for deposit. A non-refundable deposit of 40% of total invoice cost is required to confirm the booking and secure the items.
Once a booking has been confirmed by payment of the deposit as stated above, cancellations will result in forfeit of the deposit.
A cash bond is required at time of pickup (or delivery by Encore Event Hire). A bond of $50 applies for orders up to $25, and a bond of $100 for orders over $25. This bond is refunded in full upon return of rented items in original condition.
Damage to a product or loss of item(s) will result in the replacement cost of the item(s) being deducted from the cash bond prior to refund.
Delivery and Pick-up
The standard delivery/pick-up fee covers service to locations within the Canberra metropolitan region (within 20kms of Canberra City). Deliveries and pick-ups outside the Canberra region may incur an additional transport cost. Delivery fees do not include set-up, and goods will be delivered to a point no further than 20metres from the vehicle access point. Goods must also be packed and situated no more than 20metres from the vehicle access point for pick-up service.