Frequently Asked Questions
Do you charge for Delivery?
We offer FREE local delivery to most SS0-SS12 postcodes. All other postcodes incur a delivery charge depending on how far away it is. To check how much the delivery charge to your postcode is - select the item you want to book, scroll to the bottom of the page, select your date and enter your postcode and then CHECK AVAILABILITY. The system will advise if the item is available for the date required and calculate a delivery charge if applicable.
Do I need to pay a Deposit/Booking Fee?
Yes. A 20% deposit (rounded up to the nearest £10) is required to secure your booking, this is called a Booking Fee which is non- refundable. When you book online you will have the choice to pay the deposit at time of booking via a WorldPay link or you can wait for the Confirmation Email and pay via a link on the email. If you cannot pay with a card via WorldPay you can pay by BACS/bank transfer, our bank details will be provided in the Confirmation Email.
For full details please read our BOOKING & PAYMENT POLICY
When do I pay the balance?
The balance can be paid cash on delivery, not collection. You can also pay the balance before your hire date in full or by instalments via BACS/bank transfer. Please allow a minimum of 2 working days for us to process any payments. Full details will be supplied in the Booking Confirmation email.
What times do you deliver and collect?
PRIVATE GARDEN HIRES – Unless requested otherwise our standard Deliver & Collection times are….
April - Sept delivery between 8am-12 noon and we start collecting in the same evening from 6pm
Oct -March deliveries are between 9-12noon and we start collecting from 5PM.
During the booking process, you have the option to select the following time slots…
- Delivery between 8-10am Collection from 4pm
- Delivery between 8-11am Collection from 5pm
- Delivery between 8-12noon Collection from 6pm
We find that these times suit most people, as parties are generally in the afternoon. It just depends how busy we are, and which areas we are covering, as to what time we collect from each house.
We arrange our garden deliveries/collections geographically so won’t be able to offer an exact time slot until all bookings are in and scheduled, but you are welcome to call the office on 01702 546615 between 7-9pm the evening before and we will be happy to give you approximate times.
HALL or VENUE BOOKINGS - If your Party is in a hall or venue and you have specific times, allow a minimum of 30 mins, long for larger packages, either side of the party for us to deliver, set up and pull down etc when booking the hall. Please make sure you quote the times you have the hall/venue from and to PLUS the start and finish times of the party on the booking form so we can schedule our deliveries around your hire.
Do you offer a later collection time?
Yes. If your party is going on later you can pay a £20 Late Collection Fee. This must be pre-booked before the day of your hire. A Late Collection is anytime from 8pm onwards and it will just depend how late our drivers are out collecting and what areas they are in as to how much later it will be.
Do you offer Overnight hire?
No. We are not covered by insurance for damage or loss to leave our equipment overnight.
Can adults go on the inflatables?
Sorry NO! Unless you have hired an “Adult “ inflatable they are not permitted to go on and would not be cover if anything was to happen. Adult bouncy castles are made differently with deeper beds and higher walls to accommodate adults or “big kids”. If adults use our inflatables and they get damaged, it is the responsibility of the hirer to pay for any repairs or replacements, so please – NO ADULTS!
How much space is needed for a bouncy castle?
Ideally, you need a 3ft gap each side of the castle, this leaves us enough room to stake it down. Behind the castle, you need a 5ft gap as this is where the fan has to go and placed far enough away from the rear of the castle to prevent injury should someone fall from the rear wall. In front of the castle you need to make sure you have a clear area so children can get on and off safely, about a 5ft gap minimum.
How much space is needed for an Obstacle Course or Slide?
Please read each of the item descriptions on the website for the area needed for the obstacle courses and slides. Each piece of equipment has different safety requirements. If in doubt, please call the office on 01702 546615 for clarification.
Can an inflatable go on Artificial Grass?
We could put the inflatable on the artificial grass HOWEVER, we need to stake it down securely and unless we can stake it into your artificial grass with earth underneath, we will not be able to provide it. PLEASE NOTE – if you give permission to stake into your artificial grass we will be using metal stakes that will leave holes in your lawn and in time weeds may grow through. We will ask for your written permission to stake into artificial grass and accept no liability for damage incurred.
Can the inflatable go on a patio or concrete?
Sorry NO. HSE has stated that we would require 186kg of weigh per anchor point to secure the castle if not using stakes when outdoors. This is too much weight for us to carry around on our vans as we would need 186x6 anchor points, so over a ton in weight! We secure the inflatables down with heavy duty stakes, so we need a grass area to put them on. However, if you have path area (which is flush to the grass) with grass either side we would be about to put in on there as long as we can get the anchor points staked down securely. Please discuss this with us at time of booking.
NB. We will not put inflatables on soil/mud or sand either!
Can Soft Play and Ball Pits go outdoors?
We pride ourselves in offering the best quality Soft Play. For health and hygiene reasons and to help maintain the quality of our soft play to it’s very best we DO NOT allow our Soft Play sets outdoors. If the soft play gets wet it cannot be dried out easily and may smell like damp washing over time, also we can’t tell from one garden to the next if they have pets or foxes in their garden and we don’t like the thought of soft play equipment being exposed to these conditions as we can not guarantee it will stay on the mats.
Is there anything I need to do?
No, we do all the heavy work so you can get on with preparations for your party. All we ask is that, if you are having it at your home, before we arrive can you clear a passageway for us to pull the trolley through with the bouncy castle on - minimum of 2ft 6” gap and 3ft for larger items, ie, slides, obstacles courses, bounce n slides etc. If in doubt please call the office. Make sure you have left enough room for us to get pass any parked cars on the driveway, we don’t want to scrape pass your pride and joy, and that you have cleared a big enough space in the garden where you want us to put the inflatable, ie, cleared the area of any animal soil, sharp objects (ie washing line holes) or any other debris.
Do I need to supply anything?
We need access to a plug socket to plug in our extension lead. Preferably trailing the lead from a window not a door to avoid the cable being trapped/damaged should the door get closed. We carry 25mtr and 40mtr extension leads on the van, (that’s about 75ft and 120ft in old money!). Please let us know at time of booking if the inflatable will be further away from an electric point than that as you may need a petrol fan or generator which can be booked in advance at extra cost.
How long does it take to set up the inflatable?
For Garden/outside hires, on average it takes about 15-20 minutes in total to deliver and set up a bouncy castle or slide, and about 25-35 minutes for an obstacle course, this is assuming we have good access and the area is cleared where the inflatable is going. When booking a hall the length of time required for set up varies depending which package you are having, but we ask that you allow 30- 60 mins either side of the party times, and will advise you if we need more!
Are the inflatables tested?
Yes. All our inflatables are tested by an RPii inspector annually. Each test is uploaded to the website for you view. Most of our inflatables are also registered in with the PIPA scheme where you can check further details on the PIPA website https://www.pipa.org.uk/
Do you have insurance?
Yes. We have £5 million Public Liability insurance. This covers you when we are delivering/collecting the inflatable, setting up and pulling down, if the unfortunate was to happen and we should damage any of your property, you have peace of mind that you can claim off our insurance. But rest assured – we are professional in our approach, and take every care and have never had a claim yet. Once the castle is erected, we will run through a few basic safety checks, pointing out any risk areas and ask you to sign a copy of our terms and safety procedures. Once we have left the site, the supervision of the inflatable and it’s users is down to the hirer.
Can I take out my own insurance against accidents?
In most cases, your own domestic house insurance will already cover you for the bouncy castle and it’s users. If this is something you are worried about, call your insurance company and discuss this with them. If you are not covered already, they may be able to issue you with a short term policy to cover the party for a small fee! You may also want to contact Leisure Insure as we understand they offer this service.
What if it’s raining on the day?
Rock It offers a Wet Weather Guarantee. Regrettably we can’t control the good ol’ British weather but if it’s raining on the day of your party and you don’t want the castle, just call us before 8am on the day and we can arrange an alternative date. Booking fees are transferable up to 1 year. If you do decide to go ahead with the hire, we have to advise you not to use the castle in the rain as the pvc becomes very slippery when wet. Leave the inflatable up and most of the rain with run off and not soak inside, and as soon as it stops raining, dry it off with an old towel and you’re ready to go again.
Can I cancel my booking?
Yes you can. Please read our REFUND & CANCELLATION Policy
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