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Customer Service & Conditions

We require all customers to read our customer service (this) page and our Equipment Hire Instructions & Conditions to help you understand how our service works and also for important tips and safety info to ensure your hire goes smoothly.

Equipment Hire Instructions & Conditions



  • WAREHOUSE / SHOWROOM:
    28 Barrier St. Fyshwick ACT
    At the Bunnings end of Barrier St. up the driveway between Canberra Mower Centre and Pioneer Kitchens (in the same building and next door to Teejay Mechanical), opposite side of the road to Super Toyworld.

    Store trading hours:
         • 8.30am - 4.30pm Monday-Friday
         • 9am-1pm Saturday
         • Closed Sunday
     
    Note: all of our orders are run through our website  www.canberraspitsandpartyhire.com. Even if you phone order or visit us in-store all orders are handled by our integrated online system. If you place an order online we'll call you within 24 hours to confirm your order (weekdays).

    Please feel free to drop into our Fyshwick store, call us, or email WE'RE HERE TO HELP!

    Ph: 6162 1662. Please call after hours for emergencies only. 

  • Delivery & Pickup

    FREE DELIVERY AND PICKUP!*
    *Free delivery and pickup for all bookings over $250. If the order is under $250, a small delivery and pickup charge applies (only $35 each way).

    Canberra Spits & Party Hire will deliver to your door in the ACT and Queanbeyan. We deliver to home and business addresses 6 days a week:

    Regular delivery times:
         • Between 8am - 11am Monday to Friday
         • Between 3pm - 6pm Monday to Thursday & Between 2pm - 6pm Friday
         • Between 6am - 10am on Saturday

    We often add extra delivery runs around major holidays, these times will be seen in the online system cart checkout, on our Facebook page or we'll let you know if booking over the phone.

    Special delivery and pickup times are also available for time sensitive and out of hours transport (extra charge applies), you will be prompted with these options during checkout. Special transport must be booked well in advance of your booking date, short notice requests are likely to be unsuccessful as our staff will already have plans.

    If you place an order within 24 hours of your hire date please phone us on 6162 1662 and we'll tell you if we can fill your order based on stock and equipment available. All orders can be filled with minimal lead time, subject to stock availability (but obviously the more notice you give us the better). Customers who give us the most notice will always be given highest priority when allocating stock and equipment (first in best dressed).

    NOTE: We deliver to all ACT and Queanbeyan suburbs and CBD areas. If you live just outside of our delivery area, a $1.50 per kilometre from Parliament House charge will be applied to your order for each trip.  For smaller orders, we suggest either having the equipment delivered to your workplace if you work in the ACTor pick up your order at our Fyshwick store or have the equipment delivered to a friend or relative in Canberra or Queanbeyan.

    To ensure swift delivery of your equipment, please ensure access is as easy and safe for our drivers as possible. This means cleared driveways for our trucks to unload, cleared walkways and pre-planning of where you want your equipment to be placed. These easy steps will help to keep our free/cheap delivery service going for years to come.

    All equipment must be packed away, at loading area, ready for our drivers to pickup after the event.
  • Using the Online Booking System

    To log in when visiting our website just click Login or My Account at the top of every page, and then enter your e-mail address and password. When you log in to your account, you will be able to do the following:

         • Proceed through checkout faster when making a purchase
         • View past orders
         • Make changes to your account information
         • Change your password
         • Create and store your own custom wishlist
         • Click to compare products
         • Store alternative addresses
         • You cannot change an existing order online, please call or email us if you need to change an order.
         • Re-order previous bookings

    To view more info on a product, click on the products picture or title when in search / category view. In this view, you will be able to select specific options for each product to tailor it to your needs. You will also notice we offer a 50% discount for extra days, you can select the days required here also. An overnight hire is considered a one day hire.

  • Quotes, down-payment, holding bond required and cancellations:

    All quotes are valid for 30 days, if the quote is updated all prices for all products in the quote will be updated with the current pricing.

    A booking is not confirmed until a 30% down-payment has been paid. We process this payment over the phone using a credit card when we call you to confirm your booking (if the order hasn't already been paid with PayPal). Your down payment will be deducted from the total cost when paying the balance.

    Your 30% downpayment is  non-refundable. We do not take tentative bookings, this measure ensures equipment is available for those who will use it.

    All equipment ordered and then cancelled will attract a cancellation fee:

         • 30% for equipment cancelled more than 7 days from your hire date.
         • 50% for equipment cancelled within 7 days from your hire date.
         • 100% for equipment cancelled within 2 days from your hire date.
     

    Upon delivery, or pickup we also require a $200 holding bond (cash or card), for orders over $1000 we require a 20% bond. For credit card bonds we use a hotel style pre-authorisation that does not show up on your statement or withdraw any money unless we draw from the pre-authorised amount. The pre-authorised amount must be available on the card to work and the amount will not be available for purchases. The bond will be refunded on return. Canberra Spits & Party Hire reserves the right to withhold part or all of the bond to pay for loss, repairs of damage caused by hirer, cleaning (unless pre-paid) or for late return.

    All food and beverage related equipment must be rinsed before return. This means rinsing for all dinnerware, glassware and crockery so it is ready for our washers. If you have elected to wash the items yourself they must be properly cleaned and ready for us to sterilise.
    For food machines etc they must be rinsed where appropriate and/or wiped out, ready for us to clean and/or sterilise, depending on your cleaning options selected online. The cleaning options selected are reflected on your order email.  If any F&B equipment does not come back rinsed / wiped / rubbish removed the cleaning fee will be doubled.

    Please make sure you read our Equipment Hire Instructions & Conditions for specific item user information, safety information, cleaning and care information.

    Any costs to Canberra Spits & Party Hire incurred from recovering overdue equipment or money will be payable by the customer. This includes legal costs, debt recovery costs and equipment recovery service costs.

    Please note many of our items contain GPS tracking units to prevent theft and to recover stolen equipment. This includes all of our expensive equipment and random lower cost items. If you are using the equipment in a high-security area, please check that these transmitters won't be a problem on site. 

  • Payment

    Canberra Spits & Party Hire accepts the following payment options:

         • PayPal - Secure Online Payment
         • Cash
         • Bank transfer (funds must be cleared to hold stock)
         • Credit card - Mastercard, Visa
         • EFTPOS

    We also have mobile EFTPOS terminals in our trucks, vans and utes for credit card and EFTPOS payment on delivery. 
  • Communication

    Communication is king when planning important events! The best way to ensure you get what you need when you need it is to give us one person to communicate with for the whole event and booking process. 

    The most common communication problems are:

         • Multiple people in charge of making or altering a booking
           This is the number one cause of problems, please use one point of contact for booking and delivery where possible.

         • Making too many changes to an order
           To limit confusion, have a clear plan before booking, limit changes and feel free to call us to check what instructions you gave us before the event if you can't remember.

        •  Wrong address, date, time, vehicle access and equipment required for the job are common

        •  Payment not ready on delivery
           Please make sure the person receiving the equipment knows they need to pay the balance and bond. You can call us to pre-pay if required.

        •  Not reading the instructions
           We regularly receive after hours calls for basic information that can be located on the instructions page.

        •  Vital person(s) not on location during delivery to receive information on how to use the equipment or where it needs to be placed
           In most cases we won't have time to come back, so please make sure you're at the delivery location. You can also request a phone call before delivery.