CLIENT SERVICE AGREEMENT: TERMS OF BUSINESS

1. Introduction and Terms of Engagement

This Client Service Agreement (the "Agreement") constitutes a mutual commitment to excellence, reliability, and the precise execution of event aesthetics. The Provider utilises an "advance planning" operational model—encompassing intensive warehouse preparation, specialised staff allocation, and meticulous route planning—to ensure event success. These logistical foundations are essential to maintaining the high service standards upon which our reputation is built.

A legally binding contract is established upon the confirmation of a booking or the payment of the reservation fee. This "Offer and Acceptance" signifies that the Client has reviewed and irrevocably consented to these terms in full. The Provider’s mission is centered on operational reliability; once an order is accepted, assets are dedicated exclusively to the Client’s event and removed from general availability. This strategic ring-fencing of resources necessitates the specific financial and logistical frameworks detailed herein.

2. Minimum Order Value and Pricing Structure

To protect the operational viability of the delivery, loading, and preparation phases, the Provider enforces minimum order thresholds. These values account for the fixed costs of professional event support, including specialised labour and logistical overheads.

The following minimum orders apply (all prices inclusive of VAT):

Event Category / Year Minimum Order Value (Inc. VAT)

Full Installation & Collection (2026) £595 plus delivery, collection, install & collection

Full Installation & Collection (2027) £595 plus delivery, collection, install & collection

DIY Collections & Returns (Warehouse) £250

Minimum order values are subject to annual review and are clearly stipulated on the quotation provided at the time of enquiry. The Client acknowledges that the quoted value at the time of booking serves as the primary benchmark for the engagement, reflecting the specific market and operational costs for that event cycle.

3. Reservation Fee and Financial Schedule

To secure specific inventory and the designated event date, the Provider requires a strategic financial commitment. A 50% reservation fee is mandatory at the time of booking. This fee serves as a Condition Precedent to "ring-fence" the selected stock, effectively removing it from the marketplace to ensure its availability for the Client’s exclusive use.

The financial schedule is structured as follows:

  • Initial Booking: 50% reservation fee due immediately to secure the date and items.

  • Balance Payment: The remaining 50% balance must be settled in full no later than 16 weeks prior to the event date.

  • Short-Notice Bookings: For any engagement confirmed within 16 weeks of the event, full payment (100%) is required immediately.

Failure to adhere to this payment schedule constitutes a material breach, and the Provider reserves the right to release the allocated stock and reassign the delivery team without further notice.

4. Security Deposit and Asset Protection

To mitigate risk, a refundable security deposit is a mandatory requirement. This deposit serves as a risk-mitigation tool for both parties, protecting the high-value assets entrusted to the Client.

The security deposit is capped at a maximum of £250. Subject to the return and verification of all items in acceptable condition, the deposit shall be released or refunded within 21 days following the event. The Client acknowledges that any "Replacement Charge" for lost or damaged items is based on the full cost of new stock, rather than the hire value of the item. Should replacement or repair costs exceed the £250 Security Deposit, the Client shall be invoiced for the remaining balance, payable within 7 days.

Deduction Criteria:

  • Missing Items: Any item not present at the time of collection, returned incomplete, or not returned to the warehouse within 7 days of the event.

  • Damage Beyond Fair Wear and Tear: Including, but not limited to, physical breakage, structural misuse, wax damage, water damage, or damage resulting from negligent storage (e.g., items left outdoors in adverse weather).

5. Logistical Operations: Delivery, Installation, and Collection

To ensure route efficiency and the safety of the installation team, logistical operations are generally conducted within a strict window of 7:00 am to 5:00 pm. Logistical operations outside these time zones will be agreed in writing with the Client and if necessary additional costs may be applied.

The following operational constraints apply:

  • DIY Restrictions: Fragile or safety-critical items may be designated as "non-DIY" and require professional installation.

  • Unauthorized Movement: For safety and insurance reasons, heavy décor items must not be moved by guests or venue staff without prior written consent from the Provider.

  • Binding Verification of Delivery: The Client or a designated representative shall be present to inspect and sign for the delivery. In the absence of a representative, the Provider’s installation team will photograph the items in situ and sign on the Client's behalf; this photographic evidence shall serve as the definitive and binding verification of delivery and condition.

  • Duty of Care: For outdoor installations, the Client assumes absolute responsibility for relocating items to a secure, indoor location overnight or during adverse weather.

  • Heavy Items: For safety heavy items delivered to anything other than a ground floor location, with reasonable access must be agreed in writing prior to delivery.

6. Custodial Responsibilities and Item Maintenance

During the hire period, the Client acts as the temporary custodian of the assets. Adherence to care standards is essential for the preservation of the security deposit. While "Fair Wear and Tear" is excepted, avoidable negligence is fully chargeable.

Client Maintenance Mandates:

  • Environmental Protection: All items must remain dry and sheltered from rain or moisture.

  • Component Integrity: All pieces (e.g., garden game components) must be kept together and organized.

  • Accessibility: All items must be readily accessible for the collection team at the pre-agreed time and location.

  • Weather Sensitivity: Items specifically marked as weather-sensitive must remain in a sheltered, indoor environment at all times.

7. PersonaliSation and CustomiSation Protocol

The production of high-quality signs, vinyls, and stationery requires significant lead times to meet quality control standards. All wording and personalisation data must be submitted no later than 3 weeks prior to the event date.

The 3-Week Rule: Failure to provide wording by the deadline empowers the Provider to:

  1. Produce a simplified version of the item;

  2. Utilize a neutral default template; or

  3. Omit the item from the order entirely. No refunds shall be issued in these instances.

Accuracy and Liability: The Provider employs a "Copy/Paste" protocol. The Client bears absolute liability for the accuracy of spelling, names, dates, grammar, and punctuation. Once production has commenced, any amendments necessitated by Client error are fully chargeable.

8. Order Modifications and Reductions

This is a fixed-value contract. Because the Provider allocates operational capacity, schedules staff shifts, and declines other opportunities upon booking, a "No Reduction" policy is enforced once the reservation fee is paid. This policy protects the Provider against lost opportunity costs and resource mismanagement.

Narrow Exceptions: Reductions are permitted exclusively for guest-number-related changes notified within 3 weeks of the event date.

Last-Minute Changes: Requests made within 7 days of the event will be accommodated at the Provider's discretion and subject to availability. Such changes may incur additional labour or vehicle charges, which will be invoiced or deducted from the security deposit.

9. Substitutions, Safety, and Environmental Factors

The Provider reserves the right to make substitutions to maintain aesthetic and safety standards. If an item is unavailable due to breakage or delayed returns, the closest suitable alternative will be supplied, with notice provided to the Client as soon as practicable.

Safety Protocols:

  • Candle and Fire Safety: The Client is cautioned that airflow may cause "non-drip" candles to drip; any damage to linens created by candle wax will be at the Clients expense. The Provider reserves the right to refuse real candle installation if it poses a safety risk.

  • Weather Policy: The Provider maintains ultimate authority regarding outdoor installations. In severe weather, the Provider may relocate items or refuse installation to ensure safety. No refunds are applicable, though the Provider will endeavor to offer indoor alternatives.

10. Cancellation, Liability, and Legal Governance

Cancellations must be submitted in writing and are subject to the following schedule based on the date of the written notice:

Timing of Cancellation Amount Retained by Provider

At time of reservation fee payment 50% of total order value

111 days or fewer before the event 100% of total order value

Government-Mandated Restrictions 100% retained as a credit for date transfer within 6 months (subject to availability)

Liability Exclusions: The Provider is not liable for:

  • Weather damage occurring post-installation;

  • Items moved or damaged by venue staff, guests, or third parties;

  • Delays caused by venue access restrictions;

  • Post-installation electrical failures or damage caused by candles supplied by others;

  • Personal items added by the Client.

Issues on the Day: If any discrepancies are noted, the Provider must be notified immediately during installation to allow for rectification. If not supplied immediately all discrepanises must be reported within 24 hours or prior to the start time of the event in writing. The Client will be required to provide photographic evidence to support any claim. Failure to notify the Provider limits the Provider's ability to verify and resolve the issue and may void subsequent claims.

These terms are governed by and construed in accordance with English law.