Payment Terms

Last Reviewed August 2025

We operate a 'no pay, no play' policy. The total amount due, as stated on the invoice, is payable in full 14 days before delivery date. Payment is made via bank transfer. Full payment details are provided on the invoice.

If full (or balance) payment is not received by the due date, we reserve the right to cancel the scheduling of staff and loading of equipment, and will, at our discretion and without notice or communication, treat the booking as cancelled.

Payment Dispute and Chargeback Policy

All payments made are non-refundable except where explicitly provided for within our Cancellation and Postponement Policies. Should a Hirer have any concerns or disputes regarding their booking or charges, they must first contact us directly via email at hire@dancingcubs.co.uk to seek resolution.

Card Chargebacks

A card chargeback is a reversal of a card payment transaction initiated by a customer through their bank or card provider, rather than through us directly. While chargebacks are an important form of consumer protection, they can be costly and time-consuming for us to manage, especially when the dispute is unwarranted.

Initiating a card payment chargeback without engaging in a direct dispute resolution process, or for reasons not covered by our stated refund policies is a breach of the Booking Agreement.

We consider a chargeback unwarranted in cases where:

  • You dispute charges for services that were delivered as agreed.
  • You claim non-receipt of services despite evidence of delivery.
  • The dispute is due to a change of mind.
  • Hirer has been charged for not collecting and bagging balls strewn around a venue.
  • Play equipment does not safely fit or is not suitable for a space, resulting in no set up.
  • You are seeking a refund for a reason explicitly excluded by our policies (e.g., a refund for a cancellation outside the refund window or because of an undisclosed safety hazard at the venue).

In such instances, we reserve the right to:

  • Vigorously dispute the chargeback, providing all relevant documentation to the issuing bank including these terms and our Terms and Conditions.
  • Charge a reasonable administrative fee of £75 to cover the direct costs associated with responding to and processing an unwarranted chargeback. This is higher than our standard £50 admin fee due to extra bank and card issuer processing time.
  • Pursue recovery of any outstanding amounts, including the original hire fee and administrative fees, through appropriate legal channels if necessary. Any fee's incurred in this, including third party debt collectors fees, is passed on to and paid by the hirer.
  • We are committed to fair and timely resolution of any issues and strongly encourage open communication.

Initial Payment - Deposit/Booking Fee

A mandatory payment of £50 is required in addition to the hire total. This payment will be clearly stated on the invoice and is payable with the hire total. The purpose of this deposit is to ensure:

  • A transport vehicle can be scheduled for the hire at time of booking.
  • The hired play equipment is returned in a clean and usable condition, free from excessive dirt or damage beyond reasonable wear and tear.
  • All balls from the ball pond are collected and bagged in the provided nets by our arrival to collect.
  • Venue access is as described in the booking details, allowing for timely and efficient equipment delivery and collection.
  • Play equipment is collected without excessive dirt or body fluids (vomit, urine, faeces etc.).

Withholding the Initial Payment: We reserve the right to withhold all of the refundable deposit in the following circumstances:

  • The hired play equipment is returned excessively dirty, requiring excess or professional cleaning beyond a reasonable level.
  • The hired play equipment is damaged beyond reasonable wear and tear due to misuse, negligence, or failure to follow provided instructions.
  • Balls are not collected and bagged as instructed, requiring significant time and effort from our team for collection.
  • Access for equipment delivery and collection is significantly different from what was described, causing substantial delays or requiring additional time and labour for our team.
  • Access times to sites/venues is not possible, leading to a reschedule of collection of our play equipment, which understandably carries an additional cost.

We will notify the Hirer via email within 3 days of equipment collection if any deductions are to be made from the deposit, providing a clear explanation for the withholding and, where applicable, photographic evidence and send invoices for cleaning or repairs.

Initial Payment Refund

Provided the equipment is returned clean, undamaged (beyond reasonable wear and tear), balls are collected and bagged, and access is as described, the full £50 will be refunded to the Hirer within 3 days of the equipment collection.

  • Refunds will typically be processed via bank transfer or directly refunded to the payment card.
  • Please allow up to 14 working days for the funds to appear in your account after processing, depending on your bank.

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