| Frequently Asked Rental Questions |
When should I make my reservation?Early planning helps to ensure product availability. Reserve enough equipment to allow for the maximum number of guests expected at your event. This number can always be decreased as necessary and without penalty as the event approaches, with FINAL NUMBERS required 7 days prior to your event date. What kind of deposit is required?A deposit is required to reserve rental items. The amount of the reservation deposit represents 50% of the initial rental order. If the value of your order falls below the amount of deposit paid, there are no refunds. A credit card number is required for our files at the time of booking (EventMasters is PCI compliant). This is held as security against any 'post event' charges, which include, but are not limited to, missing/damaged items, additional expenses caused in connection with set up/tear down services, special order items, dinnerware returned unwashed etc. When do I pay the balance due?The balance of the rental amount is payable 7 days prior to delivery or when you pick up your order from our warehouse Equipment cannot be released into your possession without prior payment. What happens if I need to cancel my order?50% of your reservation deposit, minus the cost of any special order equipment or linens, which have been bought or sub-rented for your event will be refunded if you cancel our services twelve weeks or more prior to your event date. Cancellation of our services within twelve weeks of your event date will result in the forfeit of the entire reservation deposit. Is there a charge for delivery/pick up?An additional fee is charged for delivery/pick up and this service must be booked in advance. Charges are based on the area you wish us to travel to. All delivery fees are quoted as 'tailgate' only – we will stack your equipment at the point where our vehicles can park and retrieve it from the same place after your event. Many Tahoe homes have not been designed with delivery crews in mind – sometimes built on uneven terrain, they are often set back from the road with steep twisting driveways and flights of stairs. A short, unexpected delay caused by some of these obstacles can add precious minutes to delivery schedules and several hours to a working day. Therefore, if you require us to carry items to another area, or to set up or tear down, additional labor fees will apply and these services must be booked in advance. Can I come to EventMasters and collect my order (“Will Call”)?Yes, subject to availability, we allow you to pick up your order one day prior to your event for return one day following your event at the one-day rate. Earlier pick ups and late returns WILL be charged additional time out fees. If the value of your order falls below the amount of deposit paid, there can be no refunds. Failure to advise us of cancellation of your order will result in the full amount of the rental being charged to the credit card on file. Who is responsible for receipt of the rental order?It is the customer’s responsibility to check the rental order upon receipt. Claims of shortages/discrepancies/faulty equipment must be made prior to the event. If the paying customer has not made provision for themselves or a representative to be on site to accept delivery of the rental items at the agreed time, the signed policy and procedure sheet/rental contract will constitute as authority for those goods to be deemed as received and paid for. Will my rental equipment be set up and torn down?Set up/tear down service is usually the responsibility of your caterer or event coordinator. If you would like EventMasters staff to set up and/or tear down, please note that additional labor fees will apply. The size of the rental order, the topography of the event site and the provision of a detailed schematic will all help determine how long it takes to set up or tear down and what those additional labor fees will be.< Do I need to wash dinnerware or linen?All china, glass and flatware must be rinsed free of all food and drink with soap and water before being returned to EventMasters. All linen must be shaken free of food, confetti and other decorations. Make sure your caterer or event coordinator is aware of this policy to avoid additional cleaning fees ($1 per place setting with a minimum fee of $50) being charged to the customer, whose name appears on the rental contract. What happens if something gets broken?Responsibility for all rented equipment remains with the person, whose name appears on the rental contract, from time of receipt to time of return to EventMasters. Please ensure that equipment is secured when not in use and protected from weather and sprinklers. If any items are missing at the time of return, we will offer a 3-day grace period for those items to be returned. After this grace period there can be no credits for recovered items. Full replacement costs for any broken/missing/damaged items will be charged to the credit card on our files 3 days after your event. How do I reserve a tent?There are specific rental reservation policies and procedures for tents. More questions?Rental policies and procedures are an integral part of the planning process of any event, so it is important that you understand them - please do not hesitate to call or e-mail us if you are unclear about any of the above information.
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