Frequently Asked Questions
Q. How do I book?
A. The easiest way to book is online. Our booking system is easy to use and you are required to accept our Terms and Conditions prior to hiring our products which must be done online as we have gone paperless. You can also email us at info@bigbouncetheory.co.uk or call 07540166674. If your booking can be made online, then we will refer you back to the website to book.
Q. What do I need to pay at the time of booking?
A. We take a £25 booking fee per asset and this will be payable at the time of booking. In the event of a cancellation FOR ANY REASON, this is non-refundable. Please see our cancellation policy below.
Q. How do I pay?
A. Payment can be made in full online if you wish. If you opt to pay just the booking fee(s) online, the remaining balance can be paid in cash on the day of hire.
Q. Can I make an amendment?
A. Amendments can be made but are subject to terms and conditions. Please read the following below carefully.
You must email us atinfo@bigbouncetheory.co.uk as soon as possible to make any amendments e.g. time change, date change, address change, product/asset change, adding on other assets/products, making a personal details change etc.
Date changes are subject to the Managers discretion. Only one date change will be allowed. Depending on the length of time between the original hire date and the new requested hire date, the booking fee will be forfeited and treated as a full cancellation (if the new date is over 3 months from the original hire date) and a new booking will need to be made.
Please note - For amendments made within 14 days and up to 48 hrs before your planned date of hire - Amendments can be made on a like for like total value basis only within this time frame. Amendments made within 48 hours of the planned hire date will be treated as a cancellation.
It's important to note that if the new product/asset/overall booking value you want to change to is lower in value than the product/asset/overall booking value originally booked then this will be treated as a cancellation. The booking fee(s) will not be transferred and will be forfeited.
You will then need to make a new booking via the website as normal for the new product/asset if its lower in value.
If the value is like for like as originally booked, contact us via email and our admin team will change your booking and the original booking fee(s) may still be used. Any increase in booking value is payable by you the hirer.
Q. What happens if I want to cancel?
A. If you are to cancel the booking for any reason, unfortunately the booking fee(s) of £25 per asset is non-refundable. This is because your chosen asset(s) have been reserved specifically for you and other potential customers have been unable to book the asset(s). If we, The Big Bounce Theory, are unable to fulfil your booking, we will offer to transfer the booking to another date with no loss of booking fee(s), or we will refund the booking fee(s) which can take 3-10 days to reach your account
Please note - Inflatables can withstand the rain, but you will get wet. the majority of our castles include a shower cover which helps to fend off the rain. Any bookings cancelled by you (the hirer) due to the weather will forfeit the £25 per asset booking fee if cancelled 48hrs prior to your hire date. Any cancellations inside of 48hrs full payment is still due.
For bookings with multiple products/assets, you can cancel off a product/asset from the booking prior to 48hrs before your hire date - this will be at a loss of the £25 booking fee for that product/asset and will not be refunded.
Cancellations on the day of hire or upon delivery will be subject to a 100% charge of the total hire charge with no exceptions.
Q. Are your prices per hour, or per hire? Is this the best price you can offer?
A. As our equipment can only be hired once per day, all of our prices are based on per hire. We do not do 'half day' hires, or hourly rates. This is due to a number of factors - the asset(s) booked take the same amount of set up, set down, staffing costs, mileage, insurance, planning etc whether it is booked for 10 hours (for example) or 1 hour. The prices displayed on our website are the best prices we can offer at this time.
Q. What are your delivery and collection times?
A. For GARDEN HIRES we have a delivery window of 8am - 11am and will arrive any time between then. Where you are on the delivery schedule will depend on the delivery route of that day. Your product will be delivered ANY time between 8am - 11am.
*Collections will be between the time slot you have selected.
OR unless a later time slot has been selected e.g. 7pm, 8pm and so on.
For VENUE HIRES ONLY, please put in the notes section of the booking form *time you can enter the venue, *party start time, *party finish time and *time you need to vacate the venue by. We will stick to the times given.
Q. Can we hire later than the standard hours?
A. Of Course, this is easily arranged. The latest collection time being 9pm. The booking form lists the times and prices available.
Q. What do I need to do prior to your arrival?
A. You will need to ensure that there is sufficient and clear access for us to deliver the asset(s) and equipment. The site will need to be clear from any debris, animal foul, tables, chairs, swimming pools, BBQs etc. Please be advised that we run on a tight schedule and if this is not done before we arrive, we may not be able to wait for access to be cleared. We are there to deliver and set up the equipment for you, not to move furniture or clear away any mess to enable us to set up. Please consider moving cars off the drive or cutting back hedges, over hanging branches, moving fence panels and any obstructions, if any, so that we can get through. You will also need to make sure that there is a power supply within 25 metres of where you want inflatable set up.
Q. I do not have a side access to my garden. Can you bring the equipment through the house?
A. Yes we can, depending on the asset(s) you have booked. Please check on the product description what access size is required. You will need to make sure there is clear and sufficient access for us to get through. Please check the access requirements on the inflatables page prior to booking. Please note that The Big Bounce Theory will not be held responsible for any damage caused as a result of bringing any of our equipment and assets through the house as requested by you the hirer. The equipment is heavy and will be transported on a sack barrow, please do bear this in mind. We will not under any circumstances carry the asset(s) through the house as they are too heavy to do so.
Q. How long will you need to set-up and pack away?
A. Depending on your package we require a minimum of 30 minutes set up time before your party starts. Soft Play when hired with Bouncy Castles and extras will take longer, we usually ask for 45 minutes to an hour set up time minimum, however we will confirm the amount of time required when confirming your booking with you. 30-45 minutes is required to collect at the end of the party. Please bare this in mind if you are hiring a venue.
Q. Is The Big Bounce Theory Soft Play and Bouncy Castle hire available all year round?
A. Yes! We can set up in a venue of your choice, at home or outside (Soft Play is strictly for indoor use only)
Q. What happens if it rains on the day?
A. When using inflatables in the rain, you must leave the inflatable on to avoid any water pooling in the bottom. In the event of strong winds which have not been forecast, you must turn the inflatable off and stop using it immediately.
Q. What happens if something goes wrong during the hire?
A. In the rare event that something does go wrong, switch the equipment off, cease use and call 07540166674 immediately. Do not try to fix anything yourself. Call us in the first instance.
Q. What age is the equipment for?
A. Our soft play and airflow tunnels is suitable for 0-5 year olds. However, our Bouncy Castles have different age restrictions on them ranging from 0-7 years, 0-11 years, and 0-adults. All age restrictions are stipulated next to the relevant equipment on our website. Please adhere to the age restrictions AT ALL TIMES.
Q. Are you insured?
A. Yes! We have £5million Public Liability Insurance. Contact us for more information.
Q. My delivery area is not listed, can you help?
A. We operate a FREE delivery area typically within 7 miles of Ruislip, Middlesex. We can and do often travel further afield for a small charge, please select your DELIVERY postcode on the booking form (if listed) and the delivery charge will be displayed. If you cant find your postcode, we unfortunately do not cover your area at this time.