Refund and cancellation Policy
Effective Date: August 1, 2026
This Refund and Cancellation Policy applies to reservations made with Play Rentals LLC
1. Reservation Retainer
A reservation retainer in the amount stated on the customer’s quote, invoice, or checkout page is required to reserve equipment and an event date.
The retainer:
• Is applied toward the total rental price.
• Compensates us for reserving inventory, scheduling labor, performing administrative work, and declining other bookings.
• Is nonrefundable except when this policy, the rental agreement, or applicable law expressly provides otherwise.
A reservation is not confirmed until the required retainer and booking documents have been received.
2. Remaining Balance
The remaining balance is due on the date shown on the invoice or rental agreement.
Failure to pay by the deadline may result in cancellation. A cancellation caused by nonpayment will be treated as a customer cancellation.
3. Customer Cancellations
Cancellation requests must be submitted in writing by email to playrentalsntx@gmail.com. The cancellation date is the date we receive the written request.
Fourteen or More Calendar Days Before Delivery
When cancellation is received at least 14 calendar days before the scheduled delivery date:
• Payments other than the reservation retainer will be refunded; or
• At the customer’s request, the full amount paid may be transferred one time to an available event date occurring within 12 months.
Seven to Thirteen Calendar Days Before Delivery
When cancellation is received 7–13 calendar days before delivery:
• Cash payments are nonrefundable.
• The customer may transfer amounts paid one time to an available date occurring within 12 months.
• Nonrecoverable expenses already incurred for custom items, special purchases, permits, staffing, or third-party services will not be credited.
Fewer Than Seven Calendar Days Before Delivery
When cancellation is received fewer than seven calendar days before delivery:
• Payments are nonrefundable.
• A credit or date transfer is not guaranteed.
• We may approve a partial or full transfer as a customer-service accommodation based on availability, expenses already incurred, and the circumstances.
Failure to Appear or Provide Access
No refund or credit is required when:
• The customer or authorized representative is unavailable at the agreed delivery time.
• We cannot safely or lawfully access the site.
• The customer provides an incorrect address.
• Required venue approval or permits were not obtained.
• The site does not satisfy disclosed space, surface, power, access, or safety requirements.
• Setup is refused because of a customer-controlled or previously undisclosed hazard.
4. Rescheduled Events
A rescheduled date is subject to:
• Equipment availability.
• Delivery-area availability.
• Seasonal or holiday pricing.
• Delivery and travel charges applicable to the new location.
• Any price increase resulting from a materially different package or service request.
Unless we approve otherwise, a reservation may be transferred only once.
Credits:
• Are not redeemable for cash.
• May not be sold or transferred to another customer without written approval.
• Expire 12 months after the original event date.
• Do not guarantee that the same equipment will be available.
5. Weather-Related Changes
Customers booking outdoor events are strongly encouraged to arrange an indoor backup location.
When potentially unsafe weather is forecast, the customer should contact us as early as possible.
Before Delivery
When we determine before delivery that weather or ground conditions make setup unsafe:
• The customer may transfer payments to one available date within 12 months; or
• If we cancel the reservation and cannot provide the reserved service or a reasonable substitute, the customer may request a refund of amounts paid for the unavailable service.
Customer Weather Cancellation
A customer who chooses to cancel because of weather remains subject to the normal cancellation schedule unless we approve a weather transfer.
We will generally allow one weather-related date transfer when:
• The request is made before equipment is dispatched.
• The forecast reasonably indicates unsafe outdoor conditions.
• The new date is selected within the credit period.
• The requested equipment is available.
After Dispatch, Delivery, or Setup
Once equipment has been dispatched, delivered, or installed, payments are generally nonrefundable.
No refund is provided merely because:
• Rain begins after delivery.
• The customer decides not to use the equipment.
• The event ends early.
• Attendance is lower than expected.
• The customer did not arrange an indoor backup site.
We may require immediate shutdown because of wind, lightning, rain, flooding, extreme temperatures, saturated ground, or another safety condition. A safety shutdown does not create a refund right unless the condition resulted from our failure to provide the contracted service.
6. Illness and Personal Emergencies
Illness, scheduling conflicts, travel problems, low attendance, or personal emergencies are generally subject to the normal cancellation schedule.
We may approve a transfer in exceptional circumstances, but approval is discretionary and does not establish a requirement for future reservations.
7. Cancellation by Play Rentals
We may cancel, delay, or modify a reservation because of:
• Unsafe weather or site conditions.
• Equipment damage or mechanical failure.
• Illness or emergency staffing circumstances.
• Vehicle breakdown.
• Government restrictions.
• Loss of required insurance, inspection status, permit, or legal authorization.
• Events outside our reasonable control.
When we cancel before delivery and cannot provide the reserved equipment, a reasonable substitute, or an acceptable rescheduled date, the customer may choose:
• A refund of amounts paid for the unavailable service; or
• A credit toward a future reservation.
Our responsibility for a company-initiated cancellation is limited to amounts paid for the service we could not provide, except where applicable law requires otherwise.
8. Substitutions and Partial Unavailability
When a particular color or individual item becomes unavailable, we may offer:
• A comparable substitute.
• A modified package.
• A credit for the unavailable item.
• A partial refund for the unavailable item.
We will not make a materially different substitution without notifying the customer.
9. Customer Dissatisfaction
Concerns should be reported as soon as reasonably possible during delivery or the event so we have an opportunity to inspect and correct the issue.
A refund is not automatically available because of personal preference, color variation, minor cosmetic wear, changed attendance, or failure to review product dimensions and descriptions.
When we materially fail to provide a paid service, we will evaluate an appropriate correction, partial refund, replacement, or credit based on the circumstances.
10. Damage or Security Deposits
A damage or security deposit, when required, is separate from the reservation retainer.
After equipment is returned and inspected, the deposit will generally be refunded within 7 business days, less any documented amount for:
• Missing equipment.
• Damage beyond normal wear.
• Prohibited substances or staining.
• Excessive cleaning.
• Late return or unauthorized possession.
• Other charges authorized by the rental agreement.
If charges exceed the deposit, the customer remains responsible for the unpaid balance.
11. Custom and Third-Party Items
Payments for custom balloons, personalized signs, vinyl names, specialty décor, custom printing, permits, venue charges, or other nonreturnable third-party purchases become nonrefundable once ordered or incurred.
These amounts may be deducted from any otherwise available refund or credit.
12. Refund Processing
Approved refunds will be returned, when practicable, to the original payment method.
Processing generally takes 7–10 business days after approval. A bank or card issuer may require additional time to post the refund.
Payment-processing fees will be handled as disclosed at booking and as permitted by applicable law and the payment processor’s rules.
13. Chargebacks and Billing Questions
Customers should contact us promptly regarding a billing error or service concern so we can investigate.
Nothing in this policy limits a customer’s lawful rights under payment-card rules or applicable consumer-protection law. Knowingly submitting false information in a payment dispute may result in collection activity or legal action.
14. Nonwaivable Rights
Nothing in this Refund Policy limits any cancellation, refund, warranty, or consumer remedy that cannot legally be waived.
15. Policy Changes
Changes to this policy apply to future reservations. The policy accepted when a reservation is confirmed will generally govern that reservation.
16. Contact Information
Cancellation and refund requests must be submitted to:
Play Rentals LLC
playrentalsntx@gmail.com