When booking with us we please ask you make sure the following guidelines apply:

BOOKING INFORMATION:

Please note when booking with creations by cloud nine your deposit is non-refundable, therefore when you confirm your date if for any reason you need to re-schedule, it is subject to availability with 12 months to re-schedule from the date of deposit being received.

When paying your deposit, you are committing to the date booked and colour choices / themes you have chosen therefore should your date move we do not offer new colours / themes to the original ones you have chosen, so we please ask that your date is set in stone and your colours / theme are what you absolutely desire to avoid any disappointment.

DEPOSIT

We take a 30% non-refundable deposit to enable us to secure your date. The remaining balance must be paid 48hrs prior to your event date.

When paying your deposit, you are committing to the following:
Date booked, colour choices, theme & the overall set up discussed and quoted for, therefore, should any of the following changes apply:
Your date moves, we understand that this may happen, and we will do our upmost to accommodate however date changes are subject to availability. Should we be able to accommodate the date change we do not offer new colours or themes to the original ones you have chosen, so we please ask that your colours / theme are what you absolutely desire to avoid any disappointment.

You want to reduce your order, (this applies to large set ups) unfortunately we do not offer changes when the deposit has been paid this is due to us allocating a certain amount of time to your set up meaning we may have had to turn people away in the lead up to your special day as we have allocated time to you, should you wish to have less of a display that is fine however you will be invoiced for the full set up agreed when paying deposit.

If for any reason you need to cancel your booking you have up to 48hrs prior to the event cancel, anything after would require full payment. We please ask that you do let us know as soon as possible if you need to cancel.

When booking a display our prices are solely for cloud nine to carry out the set-up, should your set up require more assistance we contact external companies who advise of their costs to which we would discuss with you, these are not included in our pricing.

SET UP’S:

All set ups are bespoke and made onsite, therefore timescale varies on all bookings, we will advise as best we can how long your set up is estimated to take. When setting up onsite we do require the following: Plug socket
A room indoors – Set ups will not be prepared outdoors.

OUTDOOR SET UP’S

Outdoor set ups are dependent on weather, for example light up numbers and neon’s are not waterproof therefore cannot be outdoors if the weather is wet. If the weather is windy and we feel props are not safe due to weather conditions you will be offered to have your display indoors, we do have the right to refuse the display outdoors in order to protect our customers.

Please note, we do not offer refunds if you order a large set up outdoors but due to weather conditions you can no longer have it outside, we will always offer you the option to move it somewhere else however if you have less of a display due to weather you will still be invoiced for what was agreed when paying you deposit.

SET UP COLLECTION / RENTALS

When paying your deposit, you are quoted for the location you have provided, therefore under no circumstances are props or any items owned by Cloud Nine to be removed from the set-up location. If your venue will not allow you to leave items on site overnight, please talk to us and we can discuss options.
If items are removed, they are to be returned to us or you will be invoiced for the missing items and stolen goods will be reported.
We will attempt to collect our hires twice from the setup location, if for any reason we cannot get access to the location you will be invoiced for mileage and an hourly rate should we have to make more than 2 attempts.

BALLOON INFORMATION – LATEX

Balloons are temperamental to all kinds of temperatures should your balloons be indoors and out of direct sunlight and weathers they can last weeks! However, choosing to have your display outside or at the front of windows where they are more prone to weathers, your balloons will deflate / lose their life a lot quicker sometimes even up to 48hrs! Therefore, we ask that you please choose wisely where you would like your display.

Balloons Outdoors
When in sunny weather balloons may pop, they should never be in direct sunlight. When in cold weather they deflate. Balloons outdoors will oxidise meaning that the balloons will look more matte than shiny, this is normal and unavoidable (We love this look! We think it looks extremely expensive and classy!)
We only use the highest quality balloons for all our customers; however, we cannot control the weather and how latex reacts to it.

Balloons Indoors
Balloons indoors can last weeks, sometimes even months depending on location / environment.

Please note
We do not offer refunds for the lifespan of balloons, balloons as advised are extremely temperamental, we only use the highest quality balloons to give you the WOW factor, yet their lifespan varies in different environments / weathers / locations and therefore we cannot guarantee an accurate timeframe. Please ensure a safe environment for your balloons ☺

USING HOOKS ON DISPLAYS – INTERNAL

Should hooks be required for your set up, we use damage less command hooks, we ask that you please follow the link on how to remove these safety to result in no damage. https://www.youtube.com/watch?v=dzekfXx-NHA
Should any damage be caused, you would need to contact the supplier: https://command.3m.co.uk/3M/en_GB/command-gb/contact-us/

EXTERNAL HOOKS

Our external hooks are waterproof and extremely strong which is what we need to make sure your display stays in place and hooks will last.

If for any reason you do not want us to use either of these hooks, we can discuss other options as to how / if we can make the display work if hooks are not used.

LIGHT UP NUMBERS

When hiring our fabulous light up numbers, safety comes first so we please ask that you make sure the following guidelines apply:

• Children and animals are to be always monitored around the numbers, these numbers are heavy and if pulled could cause an accident. Our hires whilst in your care are your responsibility to ensure a safe environment for everyone around you.

• They are to be placed on a flat even floor for them to be safe, once in place please do not move them.

• They are not waterproof; the numbers operate electric cables meaning under no circumstances should they be outdoors in wet / damp conditions.

• Numbers should always be turned off at the end of the day / night.

• Under no circumstances are the bulbs to be removed / changed / touched whilst the numbers are still plugged

  in.

• If bulbs are broken whilst in your care you will be charged £5.00 per broken bulb.

• If paintwork is damaged due to drink stains etc and must be repainted whilst in your care you will be charged

  £30.00 per number.

• Please do not leave numbers outside, please make sure they are locked in a safe place, so they are not stolen

  or damaged.

• If the numbers are damaged or stolen you will be charged the full value of a new number, which will be

  confirmed with the supplier, and you will be invoiced.

  NEON’S

• Neon’s are not waterproof; they operate electric cables meaning under no circumstances should they be outdoors in wet / damp conditions.

• Neon’s should always be turned off at the end of the day / night.

• Please do not leave neon’s outside, please make sure they are locked in a safe place, so they are not stolen or

  damaged.

• If neon’s are damaged or stolen you will be charged the full value of a new neon, which will be confirmed

  with the supplier, and you will be invoiced.

  PROPS (Moongate, Pipe & drape, Stands, easels, plinths etc)

• Most of our props come with screws, bolts, legs etc, we ask that you please do not touch the props when set in place, we will setup and we will take down to ensure everything is how it arrived.

• Please do not leave props outside, please make sure they are locked in a safe place, so they are not stolen or damaged.

• If props are damaged or stolen you will be charged the full value of the prop, which will be confirmed with the supplier, and you will be invoiced.

  EXTRA RENTALS IN YOUR DISPLAY

  • Should your set up have any of the following items please note that these are rentals and if removed we would kindly ask for them to be returned to our studio location based in Shirley. If for any reason they cannot be returned you will be invoiced for the items taken. Items should not be taken from the set-up location. If the items have been stolen, the appropriate action will be taken. As an example, the following items are all rental extras:

  • Foliage, animal hires, artificial flowers, personalised boards, flooring, themed cut outs, display accessories I.e., boxes, hay, fencing etc
    If you are unsure, please do discuss with us prior to your event set up.

    SAFTEY INFORMATION

  • Helium is not a toxic flammable, however inhaling of helium can result in loss of consciousness due to insufficient oxygen – please do not do this.

  • Uninflated or burst balloons can present a choking hazard, always supervise children and pets around balloons.

  • Ribbon tails can pose as a strangle hazard so never leave children and pets alone with balloons.

  • IF popped, balloons with confetti, feathers, lights, fake snow or other materials are a choking hazard if

    contents are ingested. Do not leave children or pets with balloons.

  • Balloons often contain latex with can cause an allergic reaction, please be mindful of this and seek

    medical advice if needed.

    HOW TO DISPOSE OF BALLOONS

  • Latex balloons: Please dispose of in your household waste where they will decompose in landfill.

  • Foil balloons: To properly dispose, please cut the balloon open to release any helium that remains and

discarding them in a recycle trash container.

When booking with Creations by Cloud Nine, our items are in your care and therefore it is your responsibility to ensure a safe environment when using them.

Should any of the above not be agreed with yourself we kindly ask that you do not book with us.