Booking terms
Booking & Service Policy
To ensure every event runs smoothly and safely, the following terms apply to all bookings. Please read them carefully before confirming your event with Rockthehighball.
1. Booking & Deposit
- A 50% deposit is required at the time of booking to secure your event date.
- Your booking is not considered confirmed until the deposit has been received.
- The remaining 50% balance must be paid no later than 7 days before the event, unless otherwise agreed in writing.
- Failure to make the required payment by the agreed deadline may result in cancellation of the booking.
2. Cancellation & Refunds
- Cancellations made 7 days or more before the event are eligible for a full refund of the deposit.
- Cancellations made less than 7 days before the event will result in the deposit being retained.
- If we are required to cancel your booking due to circumstances within our control, all payments made will be refunded.
- Where cancellation is caused by circumstances outside our reasonable control, our Force Majeure policy will apply.
3. Guest Numbers
- The number of guests must be confirmed at the time of booking.
- Each package has a maximum guest capacity, which must not be exceeded without prior agreement.
- Additional guests may incur additional charges.
- We reserve the right to refuse service or modify the service where an unexpected increase in guest numbers creates a safety, legal or service issue.
4. Event Duration & Overtime
- Each package includes the agreed service duration stated at the time of booking.
- Additional service time may be available at an additional hourly rate, subject to staff and equipment availability.
- Overtime must be agreed with us before service continues beyond the agreed finishing time.
- We reserve the right to finish service at the agreed end time where overtime has not been arranged.
5. Venue Requirements
- A suitable sink or nearby bar/water area must be available.
- Sufficient space must be provided for our mobile bar and equipment.
- The bar must be placed on a stable, flat and suitable surface.
- Safe and reasonable access must be available for transporting equipment to and from the setup area.
- Adequate lighting and a safe working environment must be provided.
- Where applicable, suitable parking or loading access must be available for setup and collection.
- The customer is responsible for informing us of any venue restrictions before the event.
- Failure to provide suitable conditions may affect our ability to deliver the service. Additional costs may apply if significant changes to the agreed setup are required.
6. Setup & Pack-Down
- We require reasonable access to the venue before the event for setup.
- Setup and pack-down times will depend on the package and requirements of the event.
- The customer must ensure that we can access the venue at the agreed setup and pack-down times.
- Delays caused by restricted or late venue access may affect the service period and may result in additional charges.
7. Alcohol & Responsible Service
- Alcohol will only be supplied and served in accordance with the agreed package.
- We reserve the right to refuse alcohol service to anyone who is visibly intoxicated or behaving in an unsafe or inappropriate manner.
- We will not knowingly serve alcohol to anyone under the age of 18.
- Valid identification may be requested where appropriate.
- We reserve the right to stop alcohol service completely if we believe continuing would create a safety or legal concern.
8. Guest Behaviour & Right to Refuse Service
- Our staff must be treated with respect at all times.
- We reserve the right to stop service and/or leave the event without refund where staff experience threatening or abusive behaviour, violence or intimidation, harassment, discrimination, dangerous behaviour, damage to our equipment, or any other behaviour that creates an unsafe working environment.
- The safety of our staff and guests will always take priority.
9. Damage & Breakages
- We take reasonable care of all equipment, glassware, furniture and other items supplied for the event.
- The customer may be responsible for the cost of repair or replacement where our equipment or property is intentionally or negligently damaged by the customer or their guests.
- Normal wear and tear will not be charged.
10. Outdoor Events & Weather
- For outdoor events, the customer is responsible for providing suitable shelter and protection from weather conditions where required.
- If weather conditions make it unsafe to operate, including severe rain, high winds, extreme temperatures or other dangerous conditions, we reserve the right to modify, delay or stop service.
- Where possible, we will work with the customer to find a suitable alternative setup.
11. Changes to Your Booking
- Any changes to the event date, venue, guest numbers, package, service duration, bar requirements or additional services must be agreed with us in advance and are subject to availability.
- Changes may result in additional charges.
12. Late Payments
- If the final balance is not received by the agreed payment deadline, we reserve the right to cancel the booking.
- Where a booking is cancelled due to non-payment, the deposit may be retained in accordance with our cancellation policy.
13. Venue Permissions & Licences
- The customer is responsible for ensuring that the venue has all necessary permissions, licences and approvals required for the event.
- Where our services require specific permissions or licensing arrangements, these will be discussed with the customer before the booking is confirmed.
14. Force Majeure
- We will not be liable for failure or delay in providing our services where this is caused by circumstances beyond our reasonable control.
- This may include, but is not limited to: severe weather, natural disasters, government restrictions, venue closure, major transport disruption, fire or flooding, serious illness or emergency, power or water supply failures, and other circumstances that could not reasonably have been prevented or anticipated.
- Where possible, we will work with the customer to reschedule the booking or provide an alternative arrangement.
15. Customer Information
- The customer is responsible for providing accurate information regarding event date and time, venue address, guest numbers, event duration, access arrangements, venue restrictions and any relevant requirements or changes.
- We cannot be held responsible for issues caused by incorrect or incomplete information supplied by the customer.
16. Photography & Social Media
- We may take photographs or videos of our bar setup, drinks and services for promotional purposes.
- We will not intentionally publish identifiable photographs or videos of guests without appropriate permission.
- If you do not wish for photographs or videos of your event to be used for promotional purposes, please let us know before the event.
17. Liability
- We will take reasonable care when providing our services. However, we cannot accept responsibility for circumstances outside our reasonable control or for injuries, losses or damages caused by the actions of guests, the venue or third parties.
- The customer is responsible for ensuring that guests behave safely and appropriately throughout the event.
18. Agreement to These Terms
- By paying the deposit and confirming a booking, the customer acknowledges that they have read and agreed to these Booking & Service Policies.
- These policies form part of the agreement between the customer and the business and may be updated from time to time.
Acknowledgement
By paying the deposit and confirming a booking, the customer acknowledges that they have read and agreed to these Booking & Service Policies. If you have any questions before booking, please get in touch.