Cream Castles Terms & Conditions of Hire

Cream Group (trading as Cream Castles & Cream Games) reserves the right to refuse hire at any point where these Terms & Conditions are not met. It is the hirer’s responsibility to ensure these regulations are followed at all times. If the hirer is in any doubt about the meaning of any term, they should immediately consult a Cream Group representative. During the period of hire, the hirer is responsible for supervising the equipment, ensuring its safety from damage, and for the behaviour of all users — regardless of age.

Bookings

• Hirers must be aged 18 years or over and may be asked to provide identification.
• The hirer must check all space, height and access requirements. These are stated on each product page. Where equipment cannot fit, cannot be delivered safely, or access is unsuitable, Cream Group reserves the right to charge 100% of the hire cost.
• Cream Castles equipment is generally for flat, grassed areas unless agreed otherwise in writing.
• For outdoor hard surfaces, inflatables are drilled and bolted for anchoring where suitable. They are not secured with weights unless specifically agreed in writing for a suitable product and setup.
• Overnight hire requires a secure garden or secure event space and may require a refundable deposit. Two forms of ID may be requested.
• Public liability insurance excludes any incident directly or indirectly related to drugs or alcohol.
• The hirer is responsible for care, supervision and security of all hired items during the hire period unless staffed supervision has been agreed as part of the booking.

Event Package Changes

• For commercial, public, school, council, corporate, festival, ticketed, multi-unit or multi-day bookings, the confirmed quotation forms part of a fixed event installation package.
• Once a booking has been confirmed and equipment allocated, reductions to the package or removal of individual items will not reduce the agreed hire price.
• Cream Group may, at its discretion, substitute equipment with items of equal or greater value where operational requirements, maintenance issues or availability make this necessary.
• Requests to add additional equipment may be accommodated subject to availability and may incur additional charges.

Booking Fees & Charges

• Booking fees (deposits) are non-refundable and due immediately when reserving equipment.
• Bookings under £200: 50% booking fee (rounded to the nearest £10); balance due 14 days before the event date.
• Bookings £200 and over: 50% booking fee; balance due 14 days before the event date.
• Full payment must be received 14 days before delivery unless otherwise agreed in writing.
• We will not deliver to unsecured locations or leave equipment without the hirer or authorised site representative present unless otherwise agreed in writing.
• Call-out charge: £35 per hour (or part of) where a fault or attendance request is not due to Cream Group.
• Damage, loss or excessive cleaning due to negligence, misuse or failure to follow these terms will be charged accordingly. Excessive dirt will incur a minimum £35 cleaning fee.

Cancellations

Domestic & Private Hires

• This section applies to private, domestic and residential hires including garden parties, hall parties and similar bookings.
• Cancellation requests must be made in writing.
• Booking fees are non-refundable as they secure the equipment and date.
• Where a cancellation request is accepted, the following charges apply:
• Bookings under £200: 7+ days before the event – booking fee retained. Less than 7 days before the event – full hire cost payable.
• Bookings £200 and over: 14+ days before the event – booking fee retained. Less than 14 days before the event – full hire cost payable.
• Cream Group reserves the right to refuse cancellation requests where equipment has been allocated or where the booking cannot reasonably be replaced.

Commercial, Public Event & Organised Event Hires

• This section applies to commercial bookings, public events, schools, councils, corporate events, festivals, ticketed events, multi-unit hires, multi-day hires and similar organised event bookings.
• Due to the scale of equipment, logistics, staffing and loss of booking opportunity involved, these bookings are non-cancellable once confirmed unless agreed otherwise in writing by Cream Group.
• Booking fees are non-refundable and secure the equipment, dates and operational capacity required for the event.
• Where equipment has been reserved, allocated, loaded, delivered or staffing and logistics have been arranged, the full hire charge remains payable.
• Cancellation, postponement or abandonment of the hirer’s event for any reason — including adverse weather forecasts, poor weather conditions, low ticket sales, venue issues, staffing issues, licensing issues or organiser decisions — does not cancel the hire agreement.
• Any variation to these terms must be agreed in writing by Cream Group.

Weather & Safety

• Outdoor equipment is designed to operate in normal weather conditions including light rain.
• Inflatables and outdoor equipment may only be closed, deflated or removed where wind speeds exceed 24mph including gusts or where other conditions present a safety risk.
• Where equipment must be closed, deflated or removed due to safety conditions, this is considered a temporary suspension of use and not cancellation of hire.
• Cream Group reserves the sole right to determine whether conditions are safe for operation. Our decision is final.
• Cream Group may cancel any booking before delivery where a serious safety risk exists, including but not limited to extreme weather, unsafe ground conditions or site access issues. In such cases, any remedy offered will be at Cream Group’s discretion.

Delivery Policy

• Delivery charges vary by area and will be confirmed at booking.
• If we cannot deliver due to adverse weather, vehicle failure, unsafe site conditions or illness, we will inform you as soon as reasonably possible.
• Venue deliveries can be scheduled for specific times; residential deliveries are made between 6am and 12 noon unless otherwise agreed.
• The hirer must ensure adequate space, clear access and a suitable surface. If delivery or setup cannot be completed for these reasons, full hire costs still apply.
• The hirer must ensure the venue is ready for installation upon arrival, including suitable ground conditions, clear access for vehicles, sufficient setup space, and safe anchoring points where required.
• If installation cannot proceed due to site conditions, lack of access, inadequate space, unsafe ground, unavailable power supply where required, or any issue outside Cream Group’s control, full hire charges remain payable.
• All balances must be paid before or upon delivery unless otherwise agreed in writing. Equipment will not be left without payment and a signed delivery form where required.

Inflatable Terms of Use

• Operators must be responsible adults (18+) and supervise users at all times unless supervision has been agreed as part of the hire.
• No smoking near inflatables, blowers, generators or associated equipment.
• Do not move or reposition equipment after setup.
• Ensure correct age and height groups are used and that user numbers do not exceed stated limits.
• Socks only – no shoes, glasses, food, drink or sharp objects on the equipment.
• No acrobatics, flips, rough play or climbing on walls, nets or roofs. Users must bounce and use the equipment safely only.
• Larger users must be separated from smaller users where appropriate.
• Take inflatables out of use where wind speeds exceed 24mph including gusts, or where instructed by a Cream Group representative on safety grounds.
• Inspect blowers, power supply and anchorage regularly and report any issue immediately.
• Keep the public away from blowers, generators, anchoring points and electrical connections.
• Petrol blowers or generators must only be refuelled when equipment is not in use and clear of the public.
• Accidents must be recorded in an accident book and signed by both parties where required.
• Excessively dirty inflatables may incur a minimum £35 cleaning fee.
• Safety Authority: Cream Group reserves the right to close, deflate or remove any equipment immediately where a safety risk exists. This includes, but is not limited to, excessive wind speeds, unsafe ground conditions, overcrowding, misuse of equipment, inadequate supervision, or failure to follow instructions.
• The decision of Cream Group staff or representatives regarding safety is final. No refunds or reductions apply where equipment is closed for safety reasons.

Interactive & Arcade Game Terms of Use

• Applies to all interactive, electronic or arcade-style games including rodeo rides, prize wheels, LED games, shuffleboard, air hockey, interactive cones, arcade cabinets, table games and similar items.
• All games must be used indoors or under full weather-proof cover unless otherwise stated in writing.
• Place equipment on a flat, stable surface with access to a 13A mains socket unless battery powered.
• No food, drink or liquids near the equipment.
• Do not move, dismantle or attempt repairs; report faults immediately.
• Only a Cream Group operator or responsible client representative may supervise during operation.
• All electrical equipment is PAT-tested and certified where applicable.
• The hirer is liable for damage, loss or misuse during the hire period.

Soft Play Terms of Use

• Soft play equipment is for children under 6 years only unless stated otherwise.
• Soft play must be supervised by a responsible adult (18+).
• No shoes, food, drink, sharp objects or smoking near soft play areas.
• Ball pool balls must be gathered before collection or a minimum £35 charge may apply.
• Keep all pieces clean and return them to their original positions for collection.
• Damage, loss or misuse will be charged accordingly.
• No party poppers, silly string, face paint, glitter or similar products near equipment.
• Accidents must be recorded and signed by both parties where required.

Liability

Whilst the equipment is in the hirer’s possession and control, Cream Group accepts no liability for injury, loss or damage arising from misuse or failure to follow these terms. The hirer is responsible for ensuring adequate supervision and, where appropriate, should hold public liability insurance suitable for the event.

Nothing in these terms limits Cream Group’s liability for death or personal injury resulting from its own negligence or breach of statutory duty.

Acceptance

By completing an online booking, payment or digital signature, the hirer confirms they have read, understood and agree to be bound by these Terms & Conditions of Hire, which apply to all products supplied by Cream Group (trading as Cream Castles & Cream Games).

These Terms & Conditions may be updated periodically. The version in effect at the time of booking will apply to the hire.