FAQs

We love questions, so if you do have a burning one, please drop us an email or WhatsApp. However, some of the most popular questions we get, we've answered below. Enjoy.

Q: How do I book?

A: All bookings can be made online through the website booking system. You will receive an email once your booking has been confirmed. Alternatively, you can give us a call on 07340490583 or email us at hello@bouncebuddy.co.uk. If we don’t answer straight away it probably means all the team is busy at set ups, so please leave us a message and we will call you back as soon as we can!

Q: Do I need to pay a deposit? How do I pay?

A: To secure the booking either a 30% non-refundable deposit is required or you need to pay your final balance in full. This can be paid online during the booking process or if you wish to book and pay over the phone then please give us a call on 07340490583

This booking deposit will be deducted from your final balance which then needs to be paid before setting up on the day of your hire. You can pay either by cash, payment over the phone or the Bounce Buddy team can take card payment in person during set up.

Q: What is included in the price?

A: The price quoted includes delivery, set up and collection of your chosen bouncy castle.

Q: How much notice to I need to give if I want to book a Bounce Buddy castle?

A: Ideally as much notice as possible but just drop us an email or call and we'll see what we can do. 

Q: Which areas do you cover?

A: Our delivery area is about a 15 mile radius around Marlow which covers parts of Buckinghamshire, Berkshire and Oxfordshire. We have a postcode checker on our homepage here, if you want to see whether we deliver to you!

Q: What happens if bad weather is forecast?

A: Adverse Weather: we offer a free of charge cancellation option/return of deposit paid in the event of heavy rain or high winds (24 mph or more) if the booking is outside. To take advantage of this option, you must telephone us no later than 6.00pm the day before the hire date.

Q: What is your refund policy?

On booking you are required to either pay the full cost of hire or a 30% non refundable deposit.

Adverse weather: In the case of adverse weather we offer a full return of deposit paid or full return of full payment in the event of heavy rain or high winds (24 mph or more) if the booking is outside. To take advantage of this option, you must telephone us no later than 6.00pm the day before the hire date.

Booking cancellation less than 4 weeks: If you need to cancel your booking for any reason and you give us less than 4 weeks notice:

If you paid a 30% deposit on booking: In this instance we will retain the non-refundable deposit for loss of booking but you are not required to pay the remaining balance.

If you paid for the full cost of the castle on booking: In this instance we will retain 30% of the full price paid for loss of booking and return 70% of the price paid back to you.  For example if you paid £90, we would keep £27 and issue you a refund of £63.

Booking cancellation more than 4 weeks Where possible, if we are given more than 4 weeks’ notice of cancellation you will be allowed to transfer your booking to another suitable date within 6 months of original booking date.

Inappropriate space/area: If we need to abort setup due to inadequate, inappropriate surface type, area of setup being inaccessible, area of setup not cleared of debris and mess Bounce Buddy reserve the right to cancel any booking. In this instance we will retain the non-refundable deposit for loss of booking but you are not required to pay the remaining balance.

Q: How much space do I need for a bouncy castle?

A: The dimensions of our castles are shown in the products page including the minimum space required for safety for both indoor and outdoor hire. If you are unsure then please contact us directly! You will also find guidance here on general requirements for the space.

Q: What kind of access do you need when you deliver the castle?

A: The castles are wheeled into position using a sack trolley. A bouncy castle on the trolley, rolled up is about the size of a wheelie bin. Therefore, we will need a standard size path and standard size doorways to get the castle in to your garden or venue. If you have a lot of steps or a tight entrance way, please let us know so we can make a plan.

Q: When the castle is delivered, do I have to set it up myself or do you do it?

A: The Bounce Buddy team will completely set up the castle, give you a demonstration on how to use it safely, get you to sign some health and safety paperwork and then leave it in your control. When we arrive to collect the castle, we will also dismantle it.

Q: How long does it take to setup?

A: The setup time takes approximately 30 mins to setup a bouncy castle. The time required on collection to pack away is about the same.

Q: How long do I get the keep the bouncy castle?

A: Delivery is from 8am - 12pm, unless requested otherwise, we will confirm a 1hr times slot 48 hours before your event. Collection starts at 5pm and we will confirm your slot during set-up. If you require a guaranteed collection slot between 5pm - 8pm then there may be a late pickup charge of £10 or else overnight hire may be possible for £30 provided it's in a secure lockup area.

Q: When are your bouncy castles available?

A: Our bouncy castles and inflatables are available for hire seven days a week, all year round, including bank holidays.

Q: Can the bouncy castles go indoors?

A: Yes the bouncy castles can go indoors provided there is adequate roof space. The dimensions including the height of all our castles are indicated on our product pages. We provide sand bags in these situations to secure the units.

Q: How much room do you need to erect a bouncy castle, slide or other inflatable?

A: The minimum space required to allow for the inflation tube and air blower at the back together with the necessary safety mats can be found by clicking on the product pages of our website.

Q: How many children are allowed on the castle?

A: Each castle has different limits which can be viewed in the product information for each castle. If you are unsure about the limits on any of our inflatables then please contact us directly.

Q: Is it ok to put a bouncy castle on my lawn, will it cause much damage?

A: We actually prefer to put the bouncy castle on a lawn area. For safety reasons, we must hammer in 6 securing pegs to hold the castle down during use. The castle will have a ground sheet placed under it so the grass will not come to any harm. The holes left over from the securing pegs will disappear after a few days.

Q: Can you put a bouncy castle on hard surface outside such as tarmac or concrete?

A: No, due to health and safety reasons we do not setup on hard surface outside.

Q: Do you hire overnight?

A: Yes, most of our inflatables can be hired overnight subject to availability provided it's in a safe, private garden.

Q: Who can use the Bouncy Castle?

A: Children’s bouncy castles are for the ages up to 12 years old. We specialise in kids bouncy castles only.

Q: Does it need electricity? How is it powered?

A: Yes, you’ll need a normal plug socket within 25 meters of where you want to put the Bouncy Castle. We will bring a 25m extension cord with us.. If you don’t have electricity within 25 meters, please check with us if we are able to provide longer extension leads.

Q: Are you fully insured, if a child gets injured who's to blame?

A: We carry 5 million pounds worth of PLI (public liability insurance) cover. Our PLI covers our set up of the inflatable and any accidents due to a fault with the inflatable itself. It does not cover accidents due to lack of supervision or misuse of the inflatable. This is standard for all inflatable hire companies. If this is a concern you can take out your own one-off event insurance from companies such as Leisure Insure.

Q: Worst fear is that a child gets injured bouncing on the bouncy castle, who is to blame?

A: Firstly we of course hope this never happens, but accidents can happen especially with children. As the person who has booked the castle the buck does stop with you, so please ensure you supervise the children and ensure they are using the equipment safely. We have a £5m Public Liability cover, however as per our T&C we cannot be held liable for any injuries caused whilst the castle is in your care. Our Public Liability covers US against set up faults or faulty equipment etc.

Q: Can we move the bouncy castle, slide or inflatable?

A: No, for insurance and safety reasons, once the bouncy castle, slide or inflatable has been delivered and installed and our staff have left, it must not be moved or re-positioned under any circumstances.

Q: Why do I need ID?

A Two forms of ID are required, one showing your address (such as a recent utility bill) and another showing your name and signature (such as a driving licence). This is required by our insurers and therefore if you fail to produce valid ID on the day of hire, we will be unable to proceed with the hire.

If you have any other questions that we have not covered please contact us on 07340490583 or email us at hello@bouncebuddy.co.uk and we'd love to help.