Our Policies

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.

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.

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.

Privacy & website analytics

We keep simple, privacy-first analytics so we can understand how our website is used and serve Chatham-Kent families better. Here's what that means:

• What we collect: pages viewed on our public website, the day and approximate time of the visit, the type of device, and where visitors came from (e.g. Google, Facebook, or a direct visit).
• Cookies / session tracking: we set a single first-party cookie with a random ID so we can count a visit as one session. It is not used for advertising and is not shared with advertisers.
• Approximate location only: we may estimate a visitor's general area (e.g. "Chatham, ON" or just the province/country) from network information, including a privacy-preserving estimate based on the visit's IP address. This is approximate and is often just "unknown" — we do not determine or store your exact location, GPS position, or street address from browsing. A real address is only on file if you enter it yourself in a booking or contact form.
• No raw IP stored: your IP address is used only momentarily to estimate that approximate area and is not stored with your visit; we keep only a scrambled (one-way hashed) value that cannot be turned back into your IP. Account, admin, employee, and customer-portal pages are never tracked by analytics.
• Campaign tags (UTM): when you arrive from one of our posts, ads, QR codes, or flyers, the link may include campaign tags (such as utm_source / utm_medium / utm_campaign) so we can see which post or flyer brought you. These tags describe the marketing source, not you personally.
• How we use it: to see which pages and inflatables are popular, where visitors are coming from, when our busiest times are, and whether visits turn into bookings — so we can improve the site and plan posts. We send ourselves internal summary reports; this information is used only to run and improve K&E Inflatables.
• Not sold to advertisers: we do not sell, rent, or trade your information, and we do not share it with advertisers or ad networks.
• Retention: detailed visit records are kept for about 90 days and then deleted; only high-level totals are kept longer.
• Your booking information (name, phone, email, address, waiver) is handled separately under our booking terms and is never sold.

Privacy questions? Email keinflatables@gmail.com and we'll be glad to help.

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.