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, ensuring its safety from damage, 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.
• 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 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, also referred to as 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, attendance request or issue 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, private celebrations 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, loaded, delivered, installed, 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, preparation and loss of booking opportunity involved, these bookings may only be cancelled in accordance with these Terms & Conditions 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 attendance, low ticket sales, venue issues, staffing issues, licensing issues, school closure, organiser decisions or internal venue policies — does not cancel the hire agreement.
• Any variation to these terms must be agreed 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 sole right to determine whether equipment can be safely installed, operated, suspended, closed, deflated, removed or refused on safety grounds. Our decision is final.
• Weather forecasts are used for planning purposes only. Forecasts alone do not automatically cancel a booking or determine whether equipment can operate safely. Decisions will be based on actual site conditions, manufacturer guidance, current weather conditions, wind speed readings where applicable, the condition of the surface, the welfare of users and staff, and any other relevant safety factor.
• 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 invalidate 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 between 6am and 12 noon 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 for these reasons, full hire costs still apply.
• 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 points 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, 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

• 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.
• 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, 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 13A mains socket unless battery powered or otherwise agreed.
• 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

• 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 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, inadequate supervision, failure to follow instructions, or failure to follow these Terms & Conditions. 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 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 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.

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