Policies & Procedures

The following is a guide to help you ensure a successful rental experience. Please take a moment to review the instructions and policies as it provides important information and tips to assist with your event success.

Reserving a quote

Rentals are subject to the availability of equipment and manpower.

When Special Event Rentals accepts your deposit, we commit these resources to your event. Like a “theatre ticket”, your seat is booked for a specific date and Special Event Rentals does not have the ability to “re-sell” your ticket without the time to do so.

Orders require a 50% down payment at the time of booking on all non-account orders.

Orders require a 50% down payment at the time of booking on all non-account orders. A valid credit card number that is authorized or cash deposit is held for security until the items are returned in full. The amount of the security deposit will be determined based on the value of the order. Proof of I.D. in the form of a driver’s license is also required upon pick-up.

Cancellation & order amendment

A 25% Administration Fee based on the value of the order at the time of reservation (minimum of $50), will be retained for all orders cancelled more than 30 days from the delivery or customer pick up date.
A 50% cancellation charge applies with less than 30 days’ notice of the delivery or customer pick-up.
A 100% cancellation charge applies to all orders cancelled within one week of delivery or customer pick up.
Final Confirmation is due 72 hours prior to delivery or customer pick up. Changes to orders must be made prior to this time. As we pack orders up to 72 hours prior to delivery, this timeframe is required to prevent mistakes and ensure you receive the correct items.
Orders adjusted with less than 48 hours notice prior to the delivery or customer pick-up date are subject to a $35.00 adjustment fee.
Customers can reduce the quantity of each item up to 50% after reservation and prior to final confirmation. Some exceptions apply pending labour involved to adjust the order.
45 days notice is required on all tents/concession/amusement/subcontracted equipment. Some exceptions apply.
Refunds are not issued for rental items returned unused.
Customers can postpone events for up to 16 months from the original event date to avoid cancellation charges.

Delivery of your equipment

It is your responsibility to check your invoice/contract prior to delivery to make sure that any human error in order entry is corrected. We will pack and deliver the items listed on your invoice. Special Event Rentals is not responsible for items assumed to be rented that are not on the order.

Special Event Rentals will make its best effort to deliver at requested delivery times, however, delivery schedules are not guaranteed in the event of traffic, weather, workload, and other circumstances beyond the control of the driver. We recommend that deliveries be scheduled one day before the event to reduce the risk that the time of delivery would affect the success of your event.

Count all items with the driver and sign the delivery invoice when you are sure everything has been delivered. We cannot accept quantity disputes after the event. 

If you do not arrange to have someone on-site at the time of delivery, our driver will leave your rental items at a predetermined location. In this case, you agree to accept the order as complete and all delivered equipment in good working order unless we receive a phone call or time-dated email/fax prior to the event.

The client assumes all risk of damage or injury during the installation of rental items. This includes damage to hardwood, tile, stone flooring, patios, tennis courts, driveways, walkways, and underground utilities.

Deliveries are made to an area readily accessible to our trucks. Extras charges may apply for difficult access, long carries, stair or elevator deliveries, repeated delivery, or pick-up attempts.

Care of rental items

Equipment remains the responsibility of the customer from the time of delivery/customer pick-up to the time of its return.  Items are to be used for their intended purposes with normal wear and protected from damage due to neglect, abuse, or misuse.

  • STORAGE: Store all equipment in an area protected from theft, vandalism, or weather.
  • LINENS: Shake linen free of debris, food, confetti, etc., and place in the tub it was received in.  Do not place linen in trash bags that could be mistaken for garbage.
  • GLASSWARE: Empty glasses of all liquids and return them to their original racks/boxes.
  • FLATWARE: Rinse flatware and pack in their shipping container.  Oils and acids can cause damage to flatware.  We recommend that you place flatware in a bus tub filled with soapy water.  Drain the water and place flatware in the original shipping container.
  • DISHES: Wipe or rinse clear of all food and stack in the shipping container.
  • CANOPIES: Recommended cleaning for the canopy or pop-up shelter is to rinse with a water hose while the tent is still on the frame and let dry. Do not put the fabric in the washing machine/clothes dryer, scrub with a stiff brush, or use cleaners on products.  If not returned in clean condition, a $0.25 per square foot cleaning charge will apply.
  • CANDLEHOLDERS AND VOTIVES: Must be returned free of wax.

Items not meeting these conditions are subject to additional fees. Please refer to equipment handling and cleaning information reference sheets.

Damaged equipment & Damage Protection Plan

Special Event Rentals bills for damaged equipment unless the Damage Protection Plan is purchased.  Our Damage Protection Plan (DPP) is a damage waiver; it is not insurance and does not cover loss or theft. DPP is a 10% protection charge which will automatically be added per contract to all rental items (unless declined, see below).

DPP will cover the first $100.00 of broken or damaged equipment and 50% of any additional damage or breakage.  The remaining 50% will be the customer’s responsibility.

As this is damage protection, it will not cover the cost of lost or stolen items as replacement charges may be refunded if missing items are returned within 30 days.  For this reason, the customer may have to return damaged items to be eligible for any protection coverage. Loss or damage which occurs due to improper handling by transportation, courier, or related companies is also not covered by DPP.

To decline the Damage Protection Plan, please inform your customer service representative prior to the delivery or customer pick-up date. An additional release waiver releasing Special Event Rentals of any liability will require completion upon the decline of the optional damage protection and must be completed before you receive your order.

Without the Damage Protection Plan, the client pays full retail replacement costs on damaged items.  This includes equipment damaged from wind, weather, fire, etc.  The cost for missing and damaged items will be charged to your credit card.

Please refer to equipment handling and cleaning information reference sheets.

Notification of damaged or missing items MUST be reported by calling (780) 435-2211 upon delivery/customer pick up or as soon as noted. Please contact our 24-hour emergency service at (780) 435-2211 after hours to report such items.

Equipment return & missing items

All rental items must be ready for pick up at scheduled times and placed into their original storage containers. If you do not have someone on-site at the time of pick-up, you agree to accept Special Event Rentals counts at the time of pick-up.

It is common to have missing equipment at an event due to the number of people handling the equipment, including your guests, caterer, site personnel, cleaning crews, and other people working the event. Often, equipment is unattended overnight. For your own satisfaction, it is best for you to count in the equipment with our driver at pick-up so that you can verify any missing equipment at that time.

If missing items are found after our scheduled pick-up, you are responsible for returning those items to our warehouse in a timely manner to avoid additional rental charges. We can return them to your location and pick them up for an additional charge.

Equipment failure

All equipment is tested before leaving the warehouse. That said, in transit, certain items may shift and cause operational difficulty.  Before asking for a replacement item, troubleshoot your set-up.

Commercial equipment draws a significant amount of electricity and certain items need a dedicated 15A line.  Failure of electrical equipment is often due to inadequate power supply or sharing circuits that cause the power breaker to trip.

Shield any equipment operating with propane from the wind as it can affect the operation of the pilot and burners.

Extension cords are not recommended for coffee urns and concession equipment.

Please refer to equipment handling and cleaning information reference sheets.

Replacement of inoperable equipment during working hours is free of charge.  However, if asked to make a site visit and we find the equipment to be operating, service charges may apply.

Please contact Special Event Rentals at (780) 435-2211 for any additional questions, concerns or to reach emergency after-hours assistance.

We appreciate your time and attention in these matters and look forward to providing you with superior quality merchandise and service for your special event.

Thank You for Your Business!

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