At Charlie Lane Event Hire, our commitment is to provide you with a seamless and stress-free experience when it comes to delivery, pickup, and associated fees. Your satisfaction is our priority, and we want to ensure that every aspect of our service meets your expectations. Please take a moment to familiarise yourself with the following information:

Delivery:

We understand the importance of a timely and convenient delivery process. Here are the essential details regarding our delivery services:

• Delivery Time Window: To accommodate your schedule, we will provide you with a specified delivery window. We kindly request that you make arrangements for someone to be present to receive the delivery during this period. In cases of absence or if an incorrect address is provided, there may be redelivery charges.
• Ground Floor Convenience: By default, your rental items will be delivered to the ground floor. If alternative arrangements have not been made, this will be the standard procedure.
• Confirmation on Arrival: Upon delivery, either you or a designated representative will be required to sign an inventory list. This step is crucial as it serves as confirmation that you have received all the items in good condition. Your signature indicates the successful delivery and receipt of your requested items.

Pickup:

Making the pickup process simple and efficient is equally important to us. We want to ensure that the conclusion of your event is just as smooth as its beginning:

• Efficient Folding and Stacking: For larger items such as tables and chairs, proper folding and stacking are essential. Additionally, we recommend adhering to our provided storage guidelines for tableware to maintain the quality of our items.
• Easy-to-Reach Location: To facilitate a seamless pickup process, we kindly request that all rental items are positioned on the ground floor in a sheltered area. This will make the items easily accessible for our pickup team.
• Guided Pack-Up: We provide comprehensive instructions for packing up the rental items. Following these guidelines will not only streamline the collection process but also help you avoid any unnecessary additional charges.

Fee Structure:

Transparency and fairness are the cornerstones of our fee structure. We want to provide you with a comprehensive understanding of how our fees are calculated so you can make informed decisions for your event. Here are the key factors that contribute to determining the fees for your delivery:

• Location and Order Size: The primary factors influencing the cost of delivery and pickup are the location of your event and the size of your order. Events in different areas may incur varying expenses due to travel time, distance, and logistics considerations. Similarly, the size of your order will impact the space required for transportation, the complexity of loading and unloading the truck, and the number of staff members needed to efficiently handle the process.

• Specific Delivery Time Requirements: We understand that some events may require precise delivery or pickup times to align with your event's schedule. If you need a specific delivery or collection time outside our standard time frames, additional charges may apply to accommodate your unique timing needs.

Complex Delivery Situations: Certain scenarios may involve additional considerations that contribute to the fees:

• Beyond Ground Level: If your event requires equipment to be transported beyond the ground level of a building, additional charges may be incurred. This includes scenarios where items need to be carried upstairs, elevators, escalators, or slopes.
• Distance and Accessibility:
  If your delivery or setup area is situated more than 25 meters away from where our vehicle can conveniently park, additional fees might be applicable. This is to account for the extra effort and time required to transport items to the desired location.
• Special Setup Requirements:
  If your event setup demands equipment to be taken to the rear of a property or a specific area that involves extra effort, this could lead to supplementary charges.
• Fairness and Transparency:
  Our goal is to establish a fee structure that reflects the true costs of delivery and pickup. We view these fees as a means to cover operational expenses rather than as a profit source. Our commitment to fairness and transparency ensures that you know exactly what you're paying for.

We are dedicated to ensuring that your experience with Charlie Lane Event Hire is as smooth, informed, and enjoyable as possible. Should you have any questions or require further clarification, please don't hesitate to get in touch with our team. Your satisfaction is our success, and we look forward to being a part of your memorable event.