Frequently Asked Questions
How to place equipment booking order
All booking orders/reservations and purchases are done direct from our website. We DO NOT take orders over the phone o be precise. If you are a new customer, you are required to complete Booking Request Form (STEP 1) and the Booking Request Finale (STEP 2) as illustrated on the homepage. STEP 1. provides the complete equipment catalogue, services i.e. delivery and equipment cleaning, access to special offers, etc. STEP 2. provides the terms and conditions of service, liability policy, as well as seeking customer consent to accept liability in case of loss and damage of property while in their care. For returning customers, please use the "Repeat Customer Order Form" from the menu. Alternatively, click the relevant ribbon from the homepage. All your order updates are communicated via email. Therefore if you have a filter on your email system simply add our email address email@example.com to your address book. Otherwise check your junk email box.
Refundable Deposit Requirement
We require a 40% refundable deposit to all new customers. Equipment on free hire is valued and included in the overall total. The Deposit is ONLY refundable upon satisfying these conditions among others:
- All equipment returned in their Original Quantities,
- All equipment returned in their Original packaging or as they were received
- All equipment returned Clean and Dry, (excludes where equipment cleaning service has been requested)
- All equipment returned in their Good Working Conditions,
- All equipment returned Without any defaults/dents/burnout,
- All equipment returned On Time i.e. 2 days after your event date unless prior arrangements have been agreed. This applies to equipment returned as cleaned
- All equipment returned On Time i.e. the same day or the next day after your event date. This applies to equipment returned as uncleaned
Please note that a deduction is effected to cover the loss/damage and any costs incurred relative to the hired equipment. In case damage/loss exceeds the deposit withheld, we will invoice this to the customer.
Large Orders Deposit Requirement
For any orders of £300 and above we require a non-refundable deposit (NRD) of 60% of the total cost to be paid upfront as a holding fee. This amount is only refundable if the order is cancelled at least 30 days before the collection date. If the order has been placed and confirmed by the customer in less than 30 days, the order cannot be cancelled, therefore the NRD is forfeited.
Exclusive Special Offer Returning Customers
Your loyalty will not go in vain. Therefore for every returning customer we guarantee a 3% discount on all equipment hired. Please note that 3% is only applied on the total charge before a refundable deposit is applied. Also this special discount is not applied on any perishables purchased and/or any services charged.
Making A Payment
You can pay your invoice straight from this website by clicking the Pay Now Paypal button on the right side of our homepage. Otherwise click Pay Now on the menu for more payment options. All payments must be cleared before equipment is collected or delivered.
Our delivery service is available within our service area for a minimum order of £100 before refundable deposit is applied. Orders of at least £300 are delivered for free. Please provide us with your full destination address complete with the post code. Click here for our delivery charges per destination. In the near future we will make all deliveries free for venues within Coventry. Alternatively, equipment can be collected and returned to us 7 days a week. Parking is always accessible for easy loading and offloading.
All hired equipment must be returned to us within 2 days after your event. Any extra day spend incurs a surcharge of £5 during week days and £10 for Saturdays and Sundays. Check our T&Cs for more detailed information. However, in exceptional cases you can make a proposition for discussion regarding the collection/return return of equipment.
How to Use Chafing dishes Effectively
It is an unwanted and unnecessary cost to replace damaged chafing dish / gastronomy equipent. Therefore we recommend the following guidelines on how to use this equipment effectively. Follow these guidelines and you can also save on chafing fuel. Remember any unspend chafing fuel that has been purchased as extra can be returned to us for a full refund as long as it has been stored properly and undamaged.
Remove completely the burner covers to avoid burning them out thus causing you unnecessary costs. Thoroughly clean all chafing equipment including the stands after use to remove food particles, grease, etc. Wipe dry all the equipment before packing them up. Please do not insert water pans in each other as they can get stuck. Therefore, they can get damaged when they are forcibly pulled out. Try to pack them as they have been presented by us. Our crockery is durable and chip resistant. However, we will not accept any chipped dinner plates, bowls, glassware, etc. as they are considered damaged beyond use. Please dispose of all used up gel/liquid fuel cans and wipe the burners clean and replace covers.
Equipment Cleaning and Repackaging
Cleaning service is available for a small fee that must be paid upfront. Please make sure that all equipment hired is repackaged as they were delivered to you. For more information on how to prepare our equipment for collection, please Click here. For up-to-date information about our cleaning service, please Click here. ** PLEASE NOTE: If you are not cleaning the equipment it must be returned the same day or the next day to avoid moulding or rusting from food residue and dampness.
Lost /Damaged Equipment
There are charges for lost equipment or damaged equipment beyond its intended use. Beyond intended use also refers to visible dents that are not good for display to the satisfaction of a user. For charges regarding loss and damage covering all our equipment please click here for our Damage and Loss Recovery Sheet. We are happy to assist you with tips on how to use our equipment to avoid unnecessary costs. For more information on the effective use chafing dishes/gastronomy that we recommend, please click this link.
Before making a booking click the Booking Calendar on the Homepage and click the day of your event to check available equipment. Any equipment that is not available will be listed. To check now, please click here.
All equipment must be returned clean within a maximum of 2 days after your event, or the next day latest when equipment is returned unclean. Late fees are applied as stipulated in point (11) of our T&Cs.
Advertising your business/service(s)
If you would like to advertise on our header banner, please click here (.pdf) or click here (.docx). If you cannot open either of these links, please click our contact ticket and follow the instructions that follow and submit.
Terms and Conditions
Our T&Cs cover almost every aspect you need to know before committing to do business with us. Click here to read them now.
Last updated on 12/11/2017