Our Policies — K&E Inflatables

K&E Inflatables is a family-owned business in Chatham-Kent, Ontario. We treat every customer with kindness and respect, and we ask for the same in return. These policies exist so that our families, our crew, and your guests all have a safe, positive experience.

The short version

A $50 deposit reserves your inflatable and date, and applies to your rental total. Cancel 7+ days ahead for a full deposit refund; 3–6 days ahead, the deposit is non-refundable; under 72 hours, a 50% cancellation fee applies; under 24 hours / same day, the full rental amount applies. You get one courtesy reschedule (deposit transfers, subject to approval). Weather and safety calls are made by K&E — if we cancel for unsafe conditions before setup, you reschedule or get a refund of the amounts you've paid.

Booking deposit

A $50 deposit is required to reserve an inflatable and rental date. The deposit is applied toward your total rental balance, and your booking isn't confirmed until the deposit is successfully paid. For example, on a $400 rental the $50 deposit leaves a $350 balance due before or at delivery.

Card on file (Stripe)

At checkout you agree to securely save your payment method with Stripe. The saved card may be charged later only for amounts owed under this policy — your remaining rental balance, cancellation fees, no-show/refusal fees, or damage/cleaning/missing-equipment fees agreed to under your booking. K&E Inflatables never stores your raw card number — your card is processed and stored securely by Stripe.

Cancellation policy

"Customer cancellations" are cancellations you make for personal reasons, schedule or party changes, choosing another company, low attendance, or any reason not related to a weather/safety cancellation determined by K&E.

7 or more days before the rental date — full refund of the $50 deposit.
3–6 days before — the $50 deposit becomes non-refundable (no further charge).
Less than 72 hours before — a cancellation fee of 50% of the total rental amount applies. The deposit counts toward it; the difference is charged to the card on file.
Less than 24 hours before, or same day — the full rental amount applies, because equipment, staffing, and route planning are already committed. The deposit counts toward it; the difference is charged to the card on file.

Cancellation timing	Fee owed	Deposit paid	Extra card charge
7+ days before	$0	$50	Refund $50
3–6 days before	$50	$50	$0
Less than 72 hours	50% of total	$50	Fee − $50
Less than 24 hours / same day	100% of total	$50	Fee − $50

We never double-charge the deposit — only the difference between the fee owed and the deposit already paid is charged.

Rescheduling

Plans change — we get it. You may request to reschedule, subject to availability and approval. You get one courtesy reschedule: if approved, your $50 deposit transfers to the new date. Additional reschedules may require a new $50 deposit. Reschedule requests made less than 24 hours before the rental may be treated as a cancellation unless approved by K&E.

Weather & safety

Safety is our top priority. Inflatables cannot be used during high winds, thunder, lightning, heavy rain, or any other unsafe conditions (including gusts, standing water, or muddy/unstable ground). K&E Inflatables has the final decision on whether it is safe to set up and to use the inflatable, and weather and safety cancellations are determined by K&E Inflatables only.

If K&E cancels for unsafe weather/conditions before delivery or setup, you may reschedule to an available date or receive a refund of the amounts you've paid — no cancellation fee.
If you cancel over possible weather before K&E has determined conditions are unsafe, it's treated as a regular customer cancellation (forecasts change, and many events still go ahead safely).
If unsafe weather develops after setup, you must stop using the inflatable immediately — get everyone off, and keep it clear until conditions are safe again. Once delivery/setup has begun the rental is considered active; if weather changes after that, refunds may not be issued. We may also stop, delay, remove equipment, or end operation if conditions become unsafe.

Final payment

Unless otherwise agreed, the remaining balance is due before or at delivery/setup. You authorize K&E to charge the saved card for the final balance when appropriate. Failure to pay the remaining balance may result in cancellation of the rental.

This policy is presented and agreed to (via a required checkbox) before any deposit is paid. We recommend keeping a copy of your confirmation. This is a plain-language summary of our booking terms; for disputes, the agreement you accepted at checkout governs.

Treating each other with respect

Our team is made up of real people — often members of our own family. We're committed to friendly, honest, and helpful service, every time. In turn, we ask that our staff be treated with basic courtesy and respect.

We have zero tolerance for abusive, threatening, harassing, or discriminatory behaviour toward our team — in person, by phone, by text, or online. This includes yelling, profanity directed at staff, intimidation, or any harassment based on race, religion, gender, sexual orientation, disability, or any other protected ground.

We reserve the right to refuse service.

K&E Inflatables reserves the right to refuse service, delay setup, cancel, reschedule, remove equipment, or end a rental if conditions are unsafe or if a customer, guest, property owner, neighbour, or event attendee is abusive, threatening, belligerent, intoxicated, harassing, discriminatory, or refusing to follow safety instructions.

This includes behaviour toward workers, owners, delivery staff, setup crew, or anyone representing K&E Inflatables.

If service is refused or ended because of unsafe, abusive, or belligerent behaviour, refunds are not guaranteed and will be reviewed at the discretion of K&E Inflatables.

When we may refuse or end service

Situations that may lead us to refuse or discontinue service include, but are not limited to:

Abusive or threatening behaviour toward our crew or family — including verbal abuse, harassment, intimidation, or threats.
Unsafe conditions at the setup site — unsuitable ground, blocked access, severe or unsafe weather, no responsible adult on site, or anything that puts people or equipment at risk.
Misuse of the equipment — ignoring the safety rules, exceeding rider limits, or using the inflatable in a way it isn't designed for.
Intoxication or impairment that makes safe setup, supervision, or operation impossible.
Non-payment — an unpaid deposit or balance, or a declined or reversed payment.
Dishonesty about the event, the site, the number of users, or any detail that affects safety or pricing.
Discrimination or harassment of our staff or other guests.

What happens if we refuse service

If we haven't set up yet, we may decline to deliver or set up the inflatable.
If we're already on site, we may stop setup or safely remove the equipment.
If service is refused or ended due to a safety concern outside your control (for example, weather), we'll work with you on a reschedule or refund — safety always comes first, and you won't be penalized for it.
If service is refused or ended due to abusive behaviour, misuse, unsafe conditions you were asked to fix, or non-payment, deposits and fees already paid may be non-refundable to cover our time, travel, and equipment.

Safety is non-negotiable

A responsible adult must supervise the inflatable at all times. We follow weather and wind safety limits and will pause or shut down operation when conditions become unsafe. We'd always rather keep everyone safe than push through a risky situation, and we appreciate your understanding when we make that call.

Questions?

We're always happy to talk things through. If you have any questions about these policies, reach out before your event:

📞 (226) 798-0163 · ✉ keinflatables@gmail.com

These policies may be updated from time to time. The version shown here applies to bookings made on or after the date it was posted.

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