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Balloonz Terms and Conditions

Balloonz  ("we" and "us") is the operator of ( ("Website"). By placing an order through this Website or through our emails or invoicing system Xero you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations for our service.

  1. Responsibility for Hired Items:

    • All items rented from Balloonz Limited are the sole responsibility of the customer during the hire period.

    • The customer is responsible for the proper use and care of all hired items.

  2. Return of Items:

    • Hired items must be returned in the same condition as they were hired, free from damage and in good working order.

    • Late returns may be subject to additional charges.

  3. Damage or Missing Items:

    • In the event of damage or missing items, the customer agrees to notify Balloonz Limited immediately.

    • Balloonz Limited reserves the right to take legal action to recover the full cost of replacement for any missing items.

  4. Legal Action:

    • By placing an order through our website or paying directly, the customer acknowledges and agrees to abide by these terms and conditions.

    • Balloonz Limited reserves the right to pursue legal action to recover costs associated with damages, missing items, or any violation of these terms.

  5. Order Placement:

    • Orders can be placed through our website or by directly paying Balloonz Limited.

    • Placing an order is an acceptance of these terms and conditions.

  6. Cancellation Policy:

    • Cancellations made within Balloonz Limited's specified timeframe are subject to our cancellation policy, as outlined on our website.

  7. Payment:

    • Full payment is required before the hire period begins.

    • A security deposit may be required and will be refunded upon the satisfactory return of all items.

  8. Liability:

    • Balloonz Limited is not liable for any injuries, damages, or losses incurred during the use of our hired items.

  9. Missing Items Recovery:

    • If any item goes missing, the customer agrees to pay the full cost to replace the missing item.

Display hire and decoration hire

1.0 Booking:

  • After accepting the booking, minor changes are acceptable up to 1 week before the event.

  • Colour changes can be accommodated a day before the event, subject to availability from our stock of 150 colours. However, this change will incur an additional fee starting from $50.

  • Changes to the timing of the installation are permitted if alternative installation slots are available and there are no subsequent events scheduled. However, such changes will result in extra charges.

1.1 Delivery

Delivery is included in most packages on our website within a 25-kilometre radius or is stated on the website minimum delivery charge is from $40 one way. However, if the distance between our store and the event venue surpasses 20 kilometres, a delivery fee will be applied. This fee amounts to an additional $2.50 per kilometre. Our commitment to transparency ensures that you are fully aware of any supplementary charges

1.2 Installations

For installations, please ensure a designated installation window of at least 1.5 to 3 hours. To facilitate a smooth process, kindly provide us with relevant information about loading bays and parking arrangements. In cases where parking requires us to be located further away from the installation site, any additional parking charges incurred will be passed on to you.

Furthermore, if parking is situated a significant distance away, resulting in extended transportation times between our van and the setup location, we may require an extension of the installation time to ensure quality and timely completion. It's important for us to have easy access to minimize disruptions and delays.

Adequate access to the installation site is crucial.


Kindly arrange for an individual who can guide us to the installation area or provide a photograph of the intended display location. Or provide a phone number for a FaceTime call. 


We are committed to completing our work promptly before the arrival of your guests. To maximize efficiency, we kindly request that you refrain from diverting our attention to non-essential queries. We are more than happy to answer those through our

Distractions can result in unnecessary delays, affecting the timely completion of your display. Please bear in mind that our schedule often involves multiple locations in a day. 


1.2. Stand Malfunctions


Should you encounter any issues with our stands, such as signage not remaining upright, please contact us without delay on phone number 0275339005 or 0275339003. We maintain a well-equipped van with the necessary tools for immediate repairs.


Regrettably, we cannot consider complaints made after the event date, so timely communication is crucial.

1.3 Balloon Quality and Our Responsibility


While we source our products from reputable wholesalers, factors such as environment or other variables can lead to minor balloon pops or deflation during an event. Although we strive to provide the best quality, we cannot offer guarantees for such occurrences. Once balloons have left our premises or store, we are not held responsible for replacing items that may become damaged or deflated. However, if balloons pop during our handling process, we are more than willing to provide replacements.


It's essential to emphasize that the point of stand malfunction refers to issues occurring during the event. If a malfunction affects the setup or signage during the event, we are equipped to resolve it immediately, provided we are informed promptly.

1.4 Pack Down Process


In case we arrive after your event and balloons are still present, we will either pop them in our van or discreetly dispose of them.



Please note that relocating balloons to a different location post-event will incur a charge ranging from $100. Subject to our van availability.

The pack-down process included in the price typically occurs on the next business day following your event. In cases where the event falls on a Saturday, the pack-down will take place on the subsequent Monday, if you require a Sunday pick-up for your pack-down, please be informed that this service is available at an additional fee of $60.


However, if you wish to have your props collected from a different location than the event venue on Monday, we are more than happy to accommodate this request at no extra charge. Kindly provide us with this information in a timely manner.

Additionally, after-hour pick-ups are available, with charges varying depending on the location and specific time slots:

  • Same-day pick-up after hours will incur an extra charge starting from $60, depending on the location.

  • For a same-day 11:00 PM pick-up, there will be an additional charge starting from $80, contingent on the location.

  • A midnight pick-up option is also provided, with an extra charge starting from $120, dependent on the location.

1.5 . Business Insurance


We maintain comprehensive business insurance to safeguard our operations and your interests. This coverage is designed to mitigate unforeseen events and ensure that our services are provided with utmost professionalism and responsibility. While we take all necessary precautions to ensure the safety of our products and installations, our business insurance offers an added layer of protection for both parties.

2. Website orders T&C

2.1 General-website orders
Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfil all your items at the time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether we can arrange an alternative product (same value)  or if you would prefer for us to process a refund.

2.2 Shipping Costs
Shipping costs are calculated during checkout based on the destination of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.

2.3. Returns

Orders cancelled with less than 48 hours notice may attract a 70% return fee that is non-refundable. This will be to cover costs of preparations for your orders that have already been undertaken.

In circumstances where we have had to purchase special order items (such as plinths, backdrops etc) we are unable to provide any refund on these items.


In the unlikely event that you feel we have not provided the gift that you have ordered, we will investigate the circumstances and if required, a partial refund or credit may be duly issued.

 A change of mind once the balloons have been inflated has no refund policy as we are unable to reuse any of the materials.

Balloonz Helium Balloons  will endeavor, given enough time to replace any faulty balloon or provide a suitable replacement or solution but this may not always be possible at short notice.


Refunds may be issued in the form of credit.

Once balloons have been delivered, we will deem that the balloons are accepted as is condition and no refunds will be issued and It is your responsibility for the balloons once they are collected.  If we are delivering the balloons and there is a problem, we will make sure it is replaced.

We DO NOT REFUND if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.

We will not provide a refund or replace a product that has been misused, mishandled or incorrectly installed or serviced after a successful delivery.

You are not entitled to a refund if we are unable to deliver your order due to being supplied with an incorrect address, or being unable to access a secure property.

Product Substitution

Balloons may have minor variations from the images shown on the website, we reserve the right to use a similar balloon with the most similar message and theme in the unlikely event the chosen balloon is out of stock. Any replacement will be of to equal or greater value.

The sentiment and or character will not be substituted. Latex balloon colour themes will not be substituted - however colour selection may vary due to stock availability. Any replacement will be to equal or greater value.


While we understand that this is an uncertain time throughout the world, a lot of time is involved in preparing your order well before your booking date. If the cancelation is within 48 hours 70% of booking is forfeited as we have prepared/inflated your, orginised most of your items. We are happy to rebook it to a diffetent dates, restocking fee might apply if your balloons are inflated.   

Cancellations made 10 days or more in advance of the event date, will receive a 100% refund minus administration fee $50. Cancellations made within 3 - 6 days will incur a 50% fee.

3.0 Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days

3.1 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.

3.2 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order
Our warehouse operates on Tuesday - Friday during 09.00am-3pm, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

3.3 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

3.4 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

4. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

4.1 Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

4.2 Duties & Taxes
4.3 Sales Tax
Sales tax is collected for the delivery destination and is displayed on the website

4.4 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and undefined encourage you to be aware of these potential costs before placing an order with us.
If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to undefined at the customer's expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

4.6 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

4.7 Process for parcel lost in transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

4.8 Customer service
For all customer service enquiries, please submit email us at

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