INSTALLATION, ON-SITE SERVICE & TEARDOWN POLICY

INSTALLATION, ON-SITE SERVICE & TEARDOWN POLICY

This policy applies to orders that include on-site installation, setup, styling, rental equipment, teardown, removal, or other services performed by Balloon Duet at a customer or event location.

INSTALLATION SERVICES

Installation is included only when expressly stated in the confirmed order, invoice, proposal, or approved quotation.

Installation services may include, where applicable:

  • Balloon garlands
  • Balloon arches
  • Balloon walls
  • Columns
  • Ceiling installations
  • Backdrops
  • Frames and structures
  • Signs
  • Custom balloon décor
  • Other agreed event décor

Installation pricing is based on the confirmed scope of work, venue, access conditions, installation requirements, timing, and information provided before the event.

Additional work, materials, or changes requested at the venue are subject to availability and may result in additional charges.

Whenever reasonably practicable, Balloon Duet will communicate any additional charge and obtain approval before performing additional work.

VENUE ACCESS

The customer is responsible for ensuring Balloon Duet has reasonable and timely access to the venue at the agreed installation and teardown times.

This may include arranging:

  • Building and event-room access
  • Loading-dock access
  • Elevators
  • Service entrances
  • Parking
  • Concierge or security authorization
  • Access codes
  • Venue permits or approvals
  • An authorized venue or customer contact
  • Reasonable access to the installation area

The installation area should be reasonably clear and accessible before Balloon Duet arrives.

Substantial delays, waiting time, additional labour, parking expenses, or additional trips caused by circumstances outside Balloon Duet's reasonable control may result in reasonable additional charges.

VENUE PERMISSION & RESTRICTIONS

The customer is responsible for confirming that the venue permits the requested décor and installation method.

Any venue restrictions involving walls, ceilings, windows, floors, doors, railings, furniture, fixtures, electrical systems, outdoor areas, or other surfaces must be communicated to Balloon Duet before installation.

Balloon Duet may refuse or modify an installation method that we reasonably believe is:

  • Unsafe
  • Prohibited by the venue
  • Structurally unsuitable
  • Likely to cause unreasonable property damage
  • Inconsistent with applicable safety requirements

WALLS, CEILINGS & SURFACES

Different surfaces may react differently to adhesives, hooks, tape, mounting materials, pressure, friction, or other installation methods.

Balloon Duet will exercise reasonable care when installing décor.

The customer or venue must advise us in advance of any:

  • Delicate surfaces
  • Recently painted surfaces
  • Damaged surfaces
  • Unstable surfaces
  • Specialty finishes
  • Historic or protected surfaces
  • Other areas requiring special handling

Balloon Duet is not responsible for pre-existing defects or underlying conditions that could not reasonably have been identified before or during installation.

Nothing in this section excludes responsibility that cannot legally be excluded under applicable law.

DIFFERENCES IN ACTUAL VENUE CONDITIONS

Designs, quotations, and installation plans may be prepared using photographs, measurements, descriptions, floor plans, or information supplied before the event.

If the actual venue or installation conditions materially differ from the information provided, Balloon Duet may reasonably adjust:

  • Installation method
  • Positioning
  • Configuration
  • Dimensions
  • Supporting elements
  • Other non-essential design details

We will make reasonable efforts to preserve the intended overall style and appearance.

Material customer-requested changes may result in additional charges and remain subject to available materials, staffing, time, feasibility, and venue conditions.

INSTALLATION POSITION

Where necessary, the customer, venue representative, or other authorized contact should identify or approve the installation location.

Once installation has begun or has been completed, moving the décor to another location may require additional labour or materials and may result in additional charges.

Balloon Duet may decline a relocation request where moving the installation would create an unreasonable risk of damage or injury.

OUTDOOR INSTALLATIONS

Outdoor balloon installations are especially sensitive to environmental conditions.

Sunlight, heat, cold, wind, rain, humidity, precipitation, rough surfaces, landscaping, and rapidly changing weather may affect balloon appearance, stability, and lifespan.

Outdoor balloon performance or lifespan cannot be guaranteed.

Please review our Balloon Care & Performance Policy for additional information.

SEVERE WEATHER & UNSAFE CONDITIONS

Safety takes priority.

Balloon Duet may reasonably delay, modify, relocate, suspend, or decline an installation or teardown where severe weather, unsafe conditions, venue restrictions, or other circumstances create a safety concern.

Where reasonably possible, we will work with the customer toward an appropriate alternative, which may include:

  • A modified installation
  • An indoor alternative
  • A different location
  • Rescheduling
  • Another reasonable arrangement

Any resolution will depend on the circumstances and applicable law.

CUSTOMER OR THIRD-PARTY CHANGES AFTER INSTALLATION

After installation is completed, customers, guests, venue staff, contractors, or other third parties should not move, dismantle, untie, climb on, remove, or modify the décor or supporting equipment unless authorized.

Balloon Duet is generally not responsible for damage occurring afterward as a result of:

  • Customer or guest handling
  • Venue staff
  • Other vendors
  • Unauthorized modification
  • Moving or dismantling the installation
  • Environmental conditions
  • Circumstances outside our reasonable control

Any request for Balloon Duet to return to repair, reposition, or reinstall décor is subject to availability and may result in additional charges.

CHILDREN, PETS & GUEST SAFETY

Children and pets should be supervised around balloon installations and event structures.

Guests should not:

  • Climb on structures
  • Pull on installations
  • Hang from frames or backdrops
  • Sit or stand on bases or equipment
  • Remove weights or supporting components

The customer and venue are responsible for maintaining reasonable guest safety around the installation after completion.

RENTAL EQUIPMENT & BALLOON DUET PROPERTY

Unless expressly sold to the customer, Balloon Duet equipment remains the property of Balloon Duet.

This may include:

  • Stands
  • Frames
  • Arches
  • Backdrops
  • Bases
  • Poles
  • Weights
  • Structures
  • Signs
  • Hardware
  • Lighting
  • Other rental or installation equipment

Customers must take reasonable care of rental equipment while it remains at the venue.

Loss, theft, unauthorized removal, or damage beyond reasonable wear may result in reasonable repair or replacement charges.

TEARDOWN IS NOT AUTOMATICALLY INCLUDED

Teardown or removal service is not automatically included with installation.

Teardown is included only when expressly stated in the order, invoice, proposal, or approved quotation.

Where teardown has not been purchased, the customer or venue is responsible for removing and disposing of balloon décor and for following any agreed instructions regarding Balloon Duet rental equipment.

SCHEDULED TEARDOWN

Where teardown has been purchased, Balloon Duet will return during the agreed service window.

The customer is responsible for ensuring reasonable access to the venue and equipment.

If Balloon Duet cannot complete teardown because of unavailable access, venue restrictions, event delays, or another circumstance outside our reasonable control, additional waiting time or a return visit may result in reasonable additional charges.

EARLY OR LATE TEARDOWN REQUESTS

Requests to change a confirmed teardown time are subject to availability.

Additional charges may apply for:

  • Additional staffing
  • After-hours service
  • Transportation
  • Parking
  • Extended waiting time
  • Additional trips

Where reasonably practicable, any additional charge will be communicated before the additional service is performed.

DÉCOR OR EQUIPMENT MOVED BEFORE TEARDOWN

If décor or Balloon Duet equipment is moved, removed, dismantled, or relocated before our scheduled teardown, please notify us as soon as possible.

Rental equipment must remain reasonably secure and available for collection.

EVENT DELAYS

If an event remains in progress at the scheduled teardown time, Balloon Duet will make reasonable efforts to accommodate the circumstances.

Where possible, we will avoid unnecessarily interrupting an active event.

Substantial waiting time or a required return visit may result in additional charges.

PHOTOGRAPHY OF COMPLETED INSTALLATIONS

Balloon Duet may photograph completed décor for:

  • Documentation
  • Quality control
  • Portfolio purposes
  • Website content
  • Social media
  • Marketing

This applies where photography is permitted by the venue and applicable law.

Balloon Duet will not intentionally publish private or personally identifying images where consent is legally required and has not been obtained.

Customers should inform us in advance of any venue or privacy restrictions regarding photography.

COMPLETION OF SERVICE

Installation is considered substantially completed when the décor and services included in the confirmed order, proposal, or quotation have been installed.

Because balloon décor is handcrafted, reasonable variations may occur in:

  • Positioning
  • Spacing
  • Dimensions
  • Balloon inflation
  • Shades
  • Decorative placement
  • Overall composition

Such minor variations are not, by themselves, considered defects.

Please also review our Balloon Substitution Policy and Balloon Care & Performance Policy.

DAMAGE OR SERVICE CONCERNS

If you believe Balloon Duet caused property damage or materially failed to provide the confirmed installation or teardown service, please contact us as soon as reasonably possible.

Please provide, where available:

  • Order or invoice number
  • Description of the concern
  • Photographs or video
  • Venue information
  • Any other relevant information

Balloon Duet will review the circumstances and, where we are responsible, work toward an appropriate resolution.

Nothing in this policy limits rights or remedies that cannot legally be excluded.

CUSTOMER RESPONSIBILITY

The customer is responsible for providing accurate information concerning:

  • Venue address
  • Event date
  • Installation time
  • Teardown time
  • Venue access
  • Measurements
  • Installation location
  • Venue restrictions
  • Surface conditions
  • Required permissions
  • Loading access
  • Parking
  • Security requirements
  • Venue rules

Incorrect or incomplete information may affect installation feasibility, timing, design, or cost.

RELATIONSHIP WITH OTHER BALLOON DUET POLICIES

This policy should be read together with our:

Specific written terms contained in an approved quotation, proposal, or custom-event agreement may apply to that particular project, subject to applicable law.

APPLICABLE LAW

Nothing in this policy excludes, restricts, or limits any right, warranty, condition, liability, or remedy that cannot legally be excluded under applicable law.

CONTACT US

Balloon Duet
hello@balloonduet.com