Cream Castles Terms & Conditions of Hire

Cream Group, trading as Cream Castles and 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, taking reasonable care to protect it from damage, loss, staining and misuse, and for the behaviour of all users — regardless of age — unless staffed supervision has been agreed in writing as part of the booking.

Bookings

• Hirers must be aged 18 years or over and may be asked to provide identification.
• The hirer must check all space, height, access, surface, loading and setup requirements before booking. These are stated on each product page or quotation where applicable.
• The hirer must ensure the venue or site is suitable for the equipment booked, including floor space, ceiling height where applicable, loading access, suitable surface, safe anchoring position where required, and sufficient power supply where required.
• Where equipment cannot fit, cannot be delivered safely, cannot be installed safely, or access is unsuitable, Cream Group reserves the right to charge 100% of the hire cost.
• Where inflatable equipment is supplied, it is generally intended for flat grassed areas unless agreed otherwise in writing. Other equipment may have different installation requirements, which must be confirmed before hire.
• 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.
• The hirer is responsible for obtaining permission from the venue, landowner or other responsible party for any installation method required, including drilling or bolting where applicable.
• Overnight hire requires a secure garden, secure venue 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.

Confirmed Bookings & 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, equipment, vehicles, staffing and operational capacity are reserved for that event.
• Any request to amend the booking, including reducing equipment, changing venue, changing timings, changing access arrangements or altering the package, will be considered at Cream Group’s discretion and may incur additional charges.
• Once a booking has been confirmed and equipment allocated, reductions to the package or removal of individual items will not automatically reduce the agreed hire price.
• Cream Group may, where operational requirements, maintenance issues or availability make this necessary, substitute equipment with a suitable item of equal or greater hire value provided the substitution does not materially change the nature of the contracted service.
• Requests to add additional equipment may be accommodated subject to availability and may incur additional charges.

Booking Fees & Payment

• A booking fee of 50% of the total hire charge is required to secure a booking unless otherwise agreed in writing.
• For bookings under £200, the 50% booking fee may be rounded to the nearest £10.
• The booking fee is due at the point of booking and becomes non-refundable once the booking is confirmed where the hirer subsequently cancels, subject to any statutory rights which cannot lawfully be excluded.
• The booking fee secures the selected equipment, event date and associated operational capacity, which is then removed from availability for other customers.
• The booking fee forms part of the total agreed hire charge and is not an additional charge.
• The remaining balance is due 14 days before the event date unless otherwise agreed in writing.
• Bookings made within 14 days of the event must be paid within the timeframe specified by Cream Group and may require payment immediately or within one business day.
• Where a cancellation occurs within a period in which the full hire charge is payable under these Terms & Conditions, any outstanding balance becomes immediately due upon cancellation , irrespective of the normal balance payment date.
• All required balances must be cleared before equipment is delivered or left on site unless alternative arrangements have been 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, attendance request or issue is not due to Cream Group.

Care of Equipment & Prohibited Products

• All equipment must be treated with reasonable care and used only for its intended purpose and in accordance with these Terms & Conditions and any instructions supplied by Cream Group.
• Face paint, henna, silly string, party poppers, glitter, confetti, coloured streamers, coloured powder, temporary hair colour, coloured sprays, paint, ink or any other substance likely to stain, mark or damage equipment must not be used on or near hired equipment where there is a risk of transfer, contamination or damage.
• Any person wearing face paint, henna, temporary hair colouring or another transferable product must not use equipment where there is a risk of that product transferring onto or staining the equipment.
• Food, drink, chewing gum and smoking are not permitted on hired equipment unless Cream Group has expressly stated otherwise.
• Animals must not be allowed onto hired equipment unless the equipment has specifically been supplied for that purpose.
• The hirer must not move, dismantle, modify, alter or attempt to repair equipment without the express permission of Cream Group.

Damage, Loss, Staining & Cleaning

• The hirer is responsible for damage, loss, staining or excessive cleaning resulting from negligence, misuse, reckless behaviour, prohibited products or activities, inadequate supervision, unauthorised movement or alteration of equipment, or failure to follow these Terms & Conditions or instructions supplied by Cream Group.
• Normal wear arising from reasonable and permitted use of the equipment will not be charged to the hirer.
• Where equipment requires cleaning beyond that reasonably expected following normal use, a minimum £35 cleaning charge may apply.
• Where specialist or substantial additional cleaning is required, the reasonable cost of that cleaning may be charged.
• Where equipment is damaged, the hirer may be charged the reasonable cost of repair.
• Where repair is not reasonably possible or economically viable, the reasonable replacement cost may be charged.
• Damage, staining or contamination must be reported to Cream Group as soon as possible. The hirer must not attempt repairs or use unsuitable cleaning products without permission.
• Where the optional Damage Liability Waiver has been purchased, eligible accidental damage will be dealt with in accordance with the Damage Liability Waiver section below.

Damage Liability Waiver

An optional Damage Liability Waiver , charged at 10% of the booking value, may be added to a booking.

The Damage Liability Waiver covers genuine accidental damage to Cream Group equipment occurring during the agreed hire period while the equipment is being used normally and in accordance with these Terms & Conditions.

The waiver does not remove the hirer’s responsibility to supervise, care for and secure the equipment.

The Damage Liability Waiver does not cover:

• Theft, burglary, loss or disappearance of equipment or hire items.
• Missing equipment, accessories, components or other hire items.
• Deliberate damage, vandalism, reckless behaviour or wilful neglect.
• Damage caused by misuse, improper use, inadequate supervision or failure to follow these Terms & Conditions or instructions supplied by Cream Group.
• Damage caused by moving, repositioning, dismantling, modifying or attempting to repair equipment without permission.
• Damage caused by shoes, sharp objects, food, drink, smoking, animals or any other prohibited activity.
• Staining, marking or damage caused by face paint, henna, silly string, party poppers, glitter, confetti, coloured streamers, coloured powder, temporary hair colour, coloured sprays or any other prohibited staining substance or product.
• Excessive cleaning resulting from prohibited products, misuse or neglect.
• Damage caused by failure to follow weather, wind, shutdown or other safety instructions.

Where damage, loss, staining or cleaning falls within an exclusion above, the hirer remains liable for the reasonable cost of cleaning, repair or replacement in accordance with these Terms & Conditions.

The Damage Liability Waiver applies to Cream Group property only. It is not an insurance policy and does not provide cover for personal injury, third-party liability or damage to third-party property.

The Damage Liability Waiver is optional.

Cancellations

• Cancellation requests must be made in writing.
• The 50% booking fee is non-refundable once the booking is confirmed where the hirer subsequently cancels, subject to any statutory rights which cannot lawfully be excluded.
• Bookings reserve specific equipment, event dates, diary availability, delivery capacity and, where applicable, staffing and other operational capacity.

Domestic & Private Hires

• This section applies where an individual is hiring equipment wholly or mainly for their own private, domestic or personal event, including garden parties, hall parties, birthdays, weddings and private celebrations.
• The location of the event does not by itself determine whether a booking is commercial. A private individual hiring equipment for their own private event remains a private hirer even where the event takes place at a pub, hotel, function room, school hall or other hired venue.
• Bookings under £200: Cancellation 7 days or more before the event – booking fee retained. Cancellation less than 7 days before the event – full hire cost payable.
• Bookings of £200 or more: Cancellation 14 days or more before the event – booking fee retained. Cancellation less than 14 days before the event – full hire cost payable.
• Where the full hire charge becomes payable following cancellation, any outstanding balance becomes immediately due upon cancellation.

Date-Specific Leisure Bookings

• Many Cream Group hires are leisure services contracted for a specific date or period of performance.
• Where the statutory exception for date-specific leisure services applies, the usual statutory cancellation period applicable to certain distance or off-premises contracts does not apply.
• Nothing in these Terms & Conditions removes any statutory right which cannot lawfully be excluded.

Commercial & Organisational Hires

• This section applies where the hirer is acting in the course of a business, trade, profession or organisation, including companies, pubs, venues, schools, councils, charities, corporate clients and other organisations booking equipment for their own business, organisational or event purposes.
• The location or type of event does not by itself make a booking commercial. A private individual hiring equipment for their own private event remains subject to the Domestic & Private Hire cancellation terms even where the event takes place at a pub, hotel, function room, school hall or other commercial premises.
• Commercial and organisational bookings reserve equipment, diary capacity, vehicles, staffing and operational resources for a specific event date.
• Where a commercial or organisational hirer cancels a confirmed booking, the following cancellation charges apply unless different cancellation terms have been expressly agreed in writing:
• More than 60 days before the event: 50% of the total booking value.
• 30 to 60 days before the event: 75% of the total booking value.
• Less than 30 days before the event: 100% of the total booking value.
• Where the applicable cancellation charge exceeds the amount already paid, the outstanding cancellation balance becomes immediately payable upon cancellation.
• Cancellation, postponement or abandonment of the hirer’s event for any reason — including adverse weather forecasts, poor weather conditions, low attendance, low ticket sales, venue issues, staffing issues, licensing issues, school closure, organiser decisions or internal venue policies — does not itself cancel or discharge the hire agreement. The applicable cancellation terms remain payable.
• For large-scale, bespoke, multi-day, specially procured or otherwise individually negotiated bookings, alternative cancellation or payment terms may be specified on the quotation, booking confirmation or other written agreement.
• Where alternative terms have been expressly stated and accepted for a particular booking, those booking-specific terms will take precedence over the standard commercial cancellation schedule above.
• Any variation to the agreed cancellation terms must be confirmed in writing by Cream Group.

Adverse Weather & Safe Operation Policy

• Outdoor equipment is designed to operate in normal weather conditions, including light rain, provided it remains safe to do so.
• Adverse weather includes, but is not limited to, high winds, gusts, heavy or persistent rain, thunderstorms, lightning, flooding, waterlogged ground, ice, snow, extreme heat, excessive surface temperatures, or any other weather or environmental condition which may affect safe installation or operation.
• Cream Group reserves the right to determine whether equipment can be safely installed, operated, suspended, closed, deflated, removed or refused on safety grounds.
• Safety decisions will be made taking account of the circumstances reasonably available to Cream Group, including manufacturer guidance, applicable safety guidance, current conditions, wind readings where applicable, ground conditions and the welfare of users and staff.
• Weather forecasts are used for planning purposes only. Forecasts alone do not automatically cancel a booking or determine whether equipment can operate safely.
• Inflatables must not be used where wind speeds exceed 24mph including gusts , or any lower maximum stated by the manufacturer or Cream Group representative.
• High temperatures alone do not automatically prevent operation. Cream Group will assess the overall conditions, including air temperature, direct sunlight, surface temperature, shade, user welfare, staff welfare, manufacturer guidance and any applicable health and safety guidance before deciding whether it is safe to operate.
• Where Cream Group is willing and able to provide the contracted equipment safely, but the hirer, venue, school, organiser, local authority or other third party chooses to cancel, close, postpone or abandon the event due to its own policy, preference, forecast interpretation or operational decision, this will be treated as a cancellation or postponement by the hirer and the relevant cancellation terms will apply.

Staffed Events

• For staffed events, Cream Group staff may monitor weather and operating conditions throughout the hire period.
• Where conditions become unsafe or potentially unsafe, Cream Group may temporarily suspend activities, close individual items, deflate equipment, restrict use, delay operation, or terminate operation completely.
• Where conditions improve and Cream Group considers it safe to do so, activities may resume.
• Any temporary suspension, closure, restriction or termination of operation for safety reasons is not a cancellation by Cream Group and does not entitle the hirer to any refund, partial refund, compensation or reduction in hire charges.

Unstaffed Hires

• For unstaffed hires, the hirer is responsible for supervising the equipment and monitoring conditions during the hire period.
• Cream Group may refuse to install equipment where conditions are unsafe at the time of delivery or setup.
• If conditions deteriorate after setup, the hirer must stop use immediately where wind, rain, heat, ground conditions or any other factor makes continued use unsafe.
• The hirer must follow all instructions given by Cream Group, including instructions to stop use, deflate equipment, restrict access or keep users away from equipment.
• Failure to stop use or follow safety instructions may affect insurance cover and may make the hirer liable for injury, loss or damage arising from continued use.

Weather Rescheduling

• Adverse weather does not create an automatic right to cancel the hire agreement or receive a refund.
• Where Cream Group decides, on safety grounds, that equipment cannot be safely installed before the hire begins, Cream Group will offer one opportunity to reschedule the booking, subject to availability.
• The rescheduled date must take place within four weeks of the original event date wherever reasonably possible.
• Where no suitable date is available within four weeks, Cream Group may, at its discretion, offer one later alternative date. This does not create an open-ended credit or a right to postpone indefinitely.
• Only one weather-related rescheduling opportunity will be offered. No further rescheduling, rolling postponements, credit notes or extensions will be provided unless agreed in writing by Cream Group.
• If the hirer declines the rescheduling opportunity, cannot agree a suitable date, or chooses to cancel instead, this will be treated as a cancellation by the hirer and the relevant cancellation terms will apply.
• Where equipment has already been delivered, installed, made available for use, or the event has commenced, any closure, suspension or termination due to adverse weather shall not entitle the hirer to a refund, partial refund, compensation or reduction in hire charges.
• Any rescheduling offered after equipment has been delivered, installed, made available for use, or the event has commenced shall be entirely at Cream Group’s discretion.

Delivery Policy

• Delivery charges vary by area and will be confirmed at booking.
• If we cannot deliver due to vehicle failure, illness or another issue caused by Cream Group, we will inform you as soon as reasonably possible and will use reasonable endeavours to provide a suitable remedy.
• Adverse weather and unsafe site conditions are dealt with under the Adverse Weather & Safe Operation Policy above.
• Venue deliveries can be scheduled for specific times; residential deliveries are made within the delivery window stated at booking unless otherwise agreed.
• The hirer must ensure adequate space, clear access, loading access and a suitable ground, floor or site surface.
• If delivery or setup cannot be completed because the hirer or venue has not provided the required access, space, surface, power supply, permissions or other agreed conditions, full hire costs remain payable.
• The hirer must ensure the venue or site is ready for installation upon arrival, including suitable ground or floor conditions, clear access for vehicles or manual loading, sufficient setup space and safe anchoring locations where required.
• If installation cannot proceed due to site conditions, lack of access, inadequate space, unsafe ground, unsafe floor area, unsuitable surface, unavailable power supply where required, lack of required permission or any other 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

• This section applies where inflatable or outdoor equipment is supplied as part of a Cream Castles hire.
• Operators must be responsible adults aged 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.
• The prohibited-products rules above apply fully to inflatable equipment. Users wearing face paint, henna or another transferable staining product must not use the inflatable.
• No acrobatics, flips, rough play or climbing on walls, nets or roofs. Users must use the equipment safely and in the manner intended.
• 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, with additional reasonable charges where specialist cleaning is required.
• 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, adverse weather or failure to follow instructions.
• Where equipment is closed, deflated, restricted or removed for safety reasons, the Adverse Weather & Safe Operation Policy and relevant cancellation terms will apply.

Interactive, Rodeo & Arcade Game Terms of Use

• Applies to all interactive, electronic, arcade-style, rodeo, simulator, funfair and game equipment 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.
• Where outdoor use is agreed, equipment remains subject to the Adverse Weather & Safe Operation Policy above.
• Equipment must be placed on a flat, stable and suitable surface with access to a suitable power supply where required.
• No food, drink or liquids near the equipment.
• The prohibited-products rules above apply wherever a substance may stain, contaminate or damage 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 where supervision is required.
• All electrical equipment is PAT-tested and certified where applicable.
• The hirer is liable for damage, loss, staining or misuse during the hire period except where eligible accidental damage is covered by a purchased Damage Liability Waiver.

Soft Play Terms of Use

• This section applies where soft play equipment is supplied as part of a Cream Castles hire.
• Soft play equipment is for children under 6 years only unless stated otherwise.
• Soft play must be supervised by a responsible adult aged 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, staining or misuse will be charged accordingly except where eligible accidental damage is covered by a purchased Damage Liability Waiver.
• The prohibited-products rules above apply fully to soft play equipment. Children wearing face paint, henna or another transferable staining product must not use the equipment.
• Accidents must be recorded and signed by both parties where required.

Additional Delivery, Handover & Safety Instructions

• Cream Group may provide additional equipment-specific operating, safety or care instructions at delivery, setup or handover.
• Any delivery or handover document signed by the hirer or their authorised representative forms part of the operating and safety requirements for the hire.
• The hirer must ensure that all additional written or verbal safety instructions supplied by Cream Group are followed throughout the hire period.
• Failure to comply with a signed delivery or handover instruction may constitute misuse or use contrary to these Terms & Conditions and may affect cover under the Damage Liability Waiver.

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, inadequate supervision, failure to follow instructions, or failure to follow these Terms & Conditions, except where Cream Group is legally responsible. The hirer is responsible for ensuring adequate supervision and, where appropriate, should hold public liability insurance suitable for the event.

Cream Group will use reasonable endeavours to minimise disruption where practical, including offering suitable alternative equipment, delaying installation, temporarily suspending use or rescheduling in accordance with these Terms where appropriate. Nothing in these Terms & Conditions requires Cream Group to operate equipment where it considers it unsafe to do so.

Nothing in these Terms & Conditions excludes or limits Cream Group’s liability where doing so would be unlawful, including liability for death or personal injury resulting from its own negligence or breach of statutory duty.

Acceptance

By completing an online booking, paying a booking fee or balance, accepting a quotation, or completing a digital or physical 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 and Cream Games.

The hirer further acknowledges that bookings reserve equipment, staffing, vehicles, diary availability and operational capacity for a specific date. Adverse weather does not automatically cancel the hire agreement or create an automatic right to a refund. Where adverse weather prevents safe operation, any rescheduling or remedy will be handled in accordance with the Adverse Weather & Safe Operation Policy above.

The hirer acknowledges that additional equipment-specific safety, care and operating instructions may be provided at delivery or handover and must be followed as part of the permitted use of the equipment.

Where a quotation, booking confirmation or other written agreement contains booking-specific terms, including agreed delivery arrangements, staffing requirements or commercial cancellation periods, those booking-specific terms will apply alongside these Terms & Conditions.

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