Terms and Conditions

Acceptance of Quotation
No binding contract will exist until you have accepted our quotation in writing and paid the required deposit or monies in full, as required, and we have issued you with a written acknowledgement of your acceptance. Quotations remain valid for 14 days from the date stated, unless otherwise agreed, provided that the equipment is still available.

Basis of Quotation
All quotations are made subject to the following understandings:
Hire charge quotes for furniture and other catering hire equipment do not include setting up, dismantling or placing. Unless specifically noted on the quotation and payment for layout is mentioned within the final invoice and order confirmation.
Order Confirmation and Amendments and cancellations

Only those items listed on customer quotations/invoices will be delivered.
It is the responsibility of the customer to ensure that all goods / services ordered appear correctly on the order list as required. ONLY items which appear on the order list will be delivered. Any amendments must be made prior to the order being dispatched. Please ensure your order list is correct and complete as it will not be possible to amend your order once it has been dispatched.
All changes to existing orders must be in writing and will only be agreed once written confirmation is received by the client.

All cancellations by the customer must be made in writing; either via email or recorded post. Orders are not cancelled until this is has been received. (It is recommended that you confirm A-Z Reliant receipt of your cancellation by telephone)

Where possible all orders should be confirmed and be paid for 3 days prior to the order delivery date, cancellation of paid orders must be made no later than 7 days before hire start date in writing as above and acknowledged by A-Z Reliant written reply. A 50% refund will be issued, on paid orders cancelled 7 days before the delivery date.

0% of the hire charge is refunded if orders are cancelled within 48 hours days of the hire start date. A-Z Reliant will refund delivery/collection costs at its discretion. This cancelation policy also applies to orders placed within this period.

Any reduction of order value by the customer including changes relating to delivery and collection services is treated as part cancellation and the rules and charges as outlined above apply.

A-Z Reliant reserves the right to cancel at any time. (This would only occur in extreme circumstances, is a very rare occurrence and something A-Z Reliant will do its best to avoid).

Delivery and collection
The customer is responsible for providing adequate legal parking for A-Z Reliant vehicles for the whole duration of time needed for staff to safely complete delivery or collection for the order. Failure to provide adequate and legal parking may result in refusal of delivery or collection. No refunds will be given to a refused delivery. Re-delivery and recollection costs maybe applicable if the service is still required thereafter.

Any parking tickets, fines or additional costs incurred due to a customer’s failure to provide adequate legal parking will be passed on to the customer. Please note that the charges, when applicable, will be subject to VAT.

1. Unless otherwise agreed, delivery and collection are standard economy service which will include:

a. A customer’s agreed delivery and collection window a 7 hour window within 9am – 4pm.
b. Delivery/collection to the street level/ground floor with step free access within reasonable distance – up to 10 metres from nearest available parking point, or up to 10 metres into a building on the ground floor.
c. Please note, narrow corridors or entry points, and other obstructions including potentially hazardous access points may be deemed as an additional service, to our economy service.

It is the customer’s responsibility to book an appropriate arrival time for both delivery and collection. Waiting time charges may apply if A-Z Reliant are in any way held or postponed from delivering or collecting from the moment A-Z Reliant arrive on site until the moment A-Z Reliant are allowed to start unloading or loading the goods. This may include vehicles being held in a queue at a loading bay, being held for security reasons or being obstructed by third parties inside or outside the venue.

At the point of booking or prior to the vehicle being dispatched it is the responsibility of the customer to Inform A-Z Reliant of any additional requirements of a venue, such as providing driver names or vehicle details, bringing personal protection equipment and vehicle passes. Any obstructions within the venue such as steps, doors, third party staff or even long distances to the delivery/collection point.

If A-Z Reliant representatives are refused access or delayed from loading/unloading to a venue for any of these reasons then relevant redelivery, recollection, waiting or additional labour charges may apply.

Before a collection goods should be left ready for the driver(s) in a similar manner to how they were delivered. For example, chairs should be safely stacked up, glasses should be put away in boxes and trestle table legs should be folded away. Advice on how to be ready for collection can be provided upon request.

It is the customer’s responsibility to ensure they or an authorised representative are present during both delivery and collection windows, failure to be present at the driver’s arrival time may incur redelivery, recollection or waiting charges. The transport department are available to give estimated times of arrivals (ETA) Monday to Friday 08:30-17:00 and on Saturdays 09:00-13:00 by calling 0208-795-5441.

Any discrepancies must be made in writing preferably on the delivery note within 3 hours of delivery. If there is no authorised person(s) present to sign for receipt and or return of the goods A-Z Reliant will chose at its discretion whether they will continue to deliver or collect the goods without a signature. In this instance the customer automatically accepts the condition and quantity of the stock stated by the present representative.

Unless other arrangements have been agreed by A-Z Reliant in writing, upon collection, the goods are to be dismantled and stacked together, as close to where our vehicle can park as reasonably practicable. In an instance where that is not the case, e.g. the hired goods are scattered around a venue in multiple rooms or tables are still fully set, additional labour charges may apply for the additional time spent collecting.

During each collection the driver will do a preliminary check and count of the goods where possible. However, with some items this count may not always be possible. For instance, catering equipment and linen may be too numerous and time consuming for the driver to do while on site. Although every effort will be made by staff to document any potential discrepancies during delivery and collection, the driver may not notice potential damage, dirt or loss. All items will be thoroughly checked, counted and cleaned in a controlled environment at the A-Z Reliant warehouse. It is with these warehouse reports that any stock related charges due to damage, loss or dirt are reported.

A-Z Reliant reserves the right to refuse to collect any goods that are not ready for collection, any goods left behind are the responsibility of the paying customer to return to A-Z Reliant or relevant additional hire or replacement costs will be passed on to the customer.
A-Z Reliant reserves the right to refuse to deliver or collect in addition to charging, due to breach of any of these guidelines.

During your Hire
When an A-Z Reliant representative delivers the goods to the agreed site / address, and until an AZ Reliant representative collects them, the goods are the sole responsibility of the customer.

Goods should be stored in the correct way to avoid damage, it is the customer’s responsibility to ensure they know how. The information can be provided upon request.

Goods should be stored in secure, dry conditions. Negligence can result in loss and damage for which relevant charges defined by A-Z Reliant.

Furniture and linen should be returned in clean, dry condition or relevant charges for replacement or repair may apply.

A-Z Reliant reserves the right to not leave goods with the customer, if on delivery it is apparent the goods will not be kept safely or securely.

It is the responsibility of the customer to ensure all goods hired will meet the specifications of a required area. It is the customer’s responsibility to ensure that the stock hired from A-Z Reliant will fit in the required area.

Customers are solely responsible for the condition and safety of hired goods throughout the duration of the hire period. It is the customer’s responsibility to ensure they are aware of each items special requirements such as health and safety requirements, information can be provided upon request.
Late returns of goods will incur full relevant hire fees, plus any costs incurred due to subsequence interference with any other orders.

Breakages and Losses
When breakages and losses arise, a full replacement fee as stated on the quotation and invoice will be payable, no substitute items can be accepted.

Loss also includes, but is not limited to, loss of staff time through labour, waiting, cleaning etc., inconvenience to other customers as a result of the customer’s failure to comply with the terms and conditions and agreed hire start end times and other relevant details.

All customers to be responsible for breakages and losses, payable on warehouse check when the items are returned and counted, breakages and losses invoice will be raised up to 3 working days after the items are collected/returned.

All crates and or boxes, bags should be returned and treated as hire items, failure to return these will result in a losses invoice being raised.

Refunds / Credit Notes
Deposit refunds are usually issued by the same means the funds are taken.

A-Z Reliant accounts team aims to process all refunds within 10 working days of the end of hire, though A-Z Reliant cannot guarantee the time it takes to receive the money due to processing times at banks etc.

The customer should contact A-Z Reliant if they have not received payment within 14 days of hire end, to ensure that the refund has been processed.

These rules apply to any other refund.

A-Z Reliant will not refund any more than the value of a particular item if either proven to be faulty or not received. A-Z Reliant does not take responsibility for any additional costs or loss of earnings incurred to a customer.

Collection and return from A-Z reliant
If you are collecting and returning the equipment, on collection you will need to bring with you two forms of dated and addressed ID.

• One must be a driving licence, passport or other ID form including a photo and the other must be a recent utility bill (dated no less than 3 months at the registered address) These must provide current proof of address.

• A mobile telephone bill is not acceptable.

• Collection/Return of equipment must be made between the hours of 9am & 4pm, Monday to Friday.

Equipment returned after 4pm will be liable to a surcharge of £50.00 + VAT, plus any costs incurred due to subsequent interference with any other orders.
Both payment for hire equipment and the deposit should be finalised prior to attending the collection, this is to ensure your items are ready for your arrival.

Customers who choose to collect or return goods themselves must use vehicles suitable for this purpose including means of securing the goods safely. AZ Reliant reserves the right to refuse the release of hired goods to any customer without a suitable vehicle for the safe carriage of hired goods.