Terms and Conditions

GENERAL TERMS AND CONDITIONS

The Terms and Conditions listed below apply to the sale and purchase of goods and services between “you” the customer and “we”, “us”, “our” being Botanical Gem - our contact information can be found here. These Terms and Conditions do not affect your statutory rights as a consumer.

By ordering any product or service from Botanical Gem, you are accepting these Terms and Conditions. It remains the responsibility of the customer to become familiar with our Terms and Conditions prior to placing an order.

Before placing an order with us, you must read these Terms and Conditions fully and accept them by ticking the Terms and Conditions checkbox located in each product's page. After purchasing, you will receive an order confirmation email, this is where the contract between you and Botanical Gem is formed.

SECTION 1 - PRODUCT INFORMATION

1.1 - All of our products and dates are subject to availability. Both hire items and dates on the website’s booking calendar may become unavailable at any time (e.g. due to being booked by another customer).

1.2 - In the event of supplier delays or stock issues, we reserve the right to substitute any floral component or sundries (e.g. faux flowers, arch frames, urns, stands, etc) with a similar design, appearance and value without notice. 

1.3 - Product descriptions and colours may not be exact matches to those shown on the website/promotional material.

1.4 - Due to the handmade quality of our floral products, sizes, colours and other dimensions may vary. 

1.5 - Colours can vary across different batches and suppliers - we do not have control over this. If the colours or quality are too drastic and/or negatively impact the overall design, we will make every effort to source suitable alternatives.

1.6 - Although the flowers and foliage we have sourced to create our floral hire items may look and/or feel real, they are all artificial and made from materials such as silk and/or latex-coated silk. No fresh flowers are used in our floral arches, arbours, walls, flower urns or aisle flowers.

1.7 - Our range of wooden signs can be rented as an accessory to hang on our flower/foliage/wooden walls. These are strictly an add-on item for our walls, and cannot be ordered as the only product. 

1.8 - Botanical Gem does not supply any display items, glassware or other catering items for our display towers - we supply the display tower structure only. We would recommend you to speak to your venue or a hire company in regards to providing glassware items.

SECTION 2 - CUSTOMER-SOURCED ITEMS

2.1 - You may independently source a sign as an accessory to hang on our flower/foliage/wooden walls at your event - such as: a personalised wooden or neon sign of your married name. You must send us photographs of your sourced sign to botanicalgemrentals@gmail.com at least 7 days prior to the event date. The photos must clearly show both the front and the back of the sign, and any/all installation fixings it has. You must also confirm the material it is made from, the weight of the sign and its measurements. If you have been provided installation instructions for your own-sourced sign by the company you've purchased it from, please include a clear copy of these installation instructions in your email to us.

2.2 - We do not charge an additional fee to install a customer-sourced sign on our flower/foliage/wooden walls - however the sign must be readily available at the venue for installation on or before the morning of the event. If the customer’s sign is not readily available to the Botanical Gem team when they are on site - or if the customer has not complied with its obligations under clause 2.1 - it will not be installed.

2.3 -. If we feel that the sign and/or its fixings are unsuitable, inappropriate, potentially unsafe and/or potentially cause damage to our products, we will not install the customer-sourced sign on our products.

2.4 - Any signs that the customer has sourced themselves remain the property of the customer. It’s the customer’s responsibility to ensure the security of their items during the hire period, and to also take them home after the event (after the Botanical Gem team has removed the sign from our product during breakdown). The customer is not permitted to affix anything themselves to our products nor ask or allow any other person (including venue staff) other than the Botanical Gem team to affix anything to our product.

2.5 - If your sourced neon sign needs to be plugged into an electrical outlet, you must notify your venue that an electrical outlet is required. You must also provide Botanical Gem with a recent valid PAT test via email for the plug-in electrical product. If a recent PAT test certificate for the plug-in neon sign is not provided prior to the day of event, the neon sign will not be installed onto our items. 

SECTION 3 - ORDERING PROCESS

3.1 - A deposit of at least 50% per item is required at the time of booking to secure the selected item/s for the customer’s selected event date. The prices displayed in each product’s description on our website demonstrate 100% of the total cost to hire each item. If your event is more than 2 calendar months in advance, two payment options will appear: 50% deposit or 100% payment to secure your booking. If your event is less than 2 calendar months in advance, one payment option will appear: 100% payment to secure your booking.

3.2 - If you choose the 50% deposit option, the invoice for the final 50% payment balance will be sent to you via email after placing the order. The final 50% payment balance must be paid no later than 2 calendar months before the event date - this 8 week deadline date will be stated in the invoice. Failure to pay 100% total balance for all hired items by the 2 calendar month deadline will lead to your order being cancelled without refund. In exceptional circumstances and at the discretion of Botanical Gem, it may be possible that a payment extension be granted for which a daily late payment fee will occur - please refer to clause 13.1.

3.3 - If an order is placed within 2 calendar months of the event date, 100% payment is required to secure the date and item/s. The prices displayed in each product description on our website demonstrate 100% of the total cost to hire each item. 

3.4 - Once an order has been placed and 50% deposit or 100% payment paid, you may not amend your order without our consent. This is because we have reserved these specific items for you and it prevents them from being available to book by other customers. At our discretion, we may allow swaps for other similar priced items if they are available on your event date.

3.5 - We strongly recommend to order any/all hire items in one order/transaction to secure all wanted hire items for your event date - please refer to clause 1.1.

3.6 - After placing an order, we would highly recommend you clearly make a note of the 2 calendar month deadline in your diary, calendar and/or wedding planner book - as well as several reminders prior to the deadline. We aim to send reminders via email from around 16 weeks before your wedding/event date.

3.7 - After placing the order, you will receive an email containing a post-booking questionnaire to complete. This questionnaire requests important information regarding the products you've booked and further details regarding your event day - such as the timings of your event, if you have a preference as to where abouts we install our product/s on your event day, etc. We strongly recommend you complete this questionnaire promptly after receiving it - however it must be completed and submitted back to us at least 2 calendar months before your event date. 

SECTION 4 - RESPONSIBILITY

4.1 - All items supplied to you on a hire basis remain the sole property of Botanical Gem.

4.2 - Botanical Gem provides the approximate measurements of our hire items in the product descriptions. It is the customer’s responsibility to take note of any necessary measurements of the venue’s area/s for installation prior to booking - including but not limited to: any low ceilings/doorways, fire exits and uneven flooring. If it is not possible to safely install in the preferred area, the Botanical Gem installation team will work with you (if available), your wedding planner and/or venue management to install in the next best safe location. If sufficient room/area is not available, we will not install the item/s and there will be no refund or compensation given. 

4.3 - It is the customer’s responsibility to communicate any event changes to Botanical Gem - including but not limited to: changes to their venue/location, the installation area/s, start and/or end times of your event. We will need to accept and approve such changes so that it does not clash with our work schedules - you must email us via botanicalgemrentals@gmail.com as soon as possible.

4.4 - Throughout your total hire period, all hire items are the responsibility of you, the person(s) named on the invoice - and not the responsibility of your venue or event planner. We recommend that you communicate with your venue to ensure the security of all hire items in your absence, and encourage your guests to be safe and respectful near all hire items.

4.5 - Botanical Gem is restricted to any rules, guidelines, opening and closing times of the venue/s and site management. Any negotiation of rules, guidelines, opening and closing times of the venue/s with the venue officials is the responsibility of the customer. Botanical Gem will offer technical and/or cosmetic recommendations only. Reimbursements will not be made for unused items due to venue limitations that were not communicated to Botanical Gem upon booking.

4.6 - It is the customer’s responsibility to confirm with your venue on their closing time before enquiring about our Late Night Pickup option. No refund will be given if the customer books the wrong Late Night Pickup service slot (clause 8.2), or fails to provide Botanical Gem with accurate information regarding the venue’s closing time.

4.7 - Botanical Gem provides all hire items in excellent condition with time- and date-stamped photographic evidence. Upon collection, all items must be in the same condition and location in which they were installed to avoid an additional fee (see clause 12.2.)

4.8 - It is the customer's responsibility to provide us with accurate details of access to the event venue/room via email prior to the event date - this information is requested in our questionnaire (see clause 3.7).

SECTION 5 - DELIVERY

5.1 - We are based in Diss, Norfolk and are able to cover weddings and events in Norfolk and Suffolk, UK. Please contact us via botanicalgemrentals@gmail.com prior to booking to enquire about the possibility of covering a wedding or event further afield.

5.2 - All hire prices include one delivery (within 20 miles of Diss, Norfolk), one installation and one collection at one location only - with a pickup time of no later than 10pm on the event day. Pickups past 10pm will incur an additional fee for the Late Night Pickup service (see clause 8.2).

5.3 - The delivery cost for venue locations inside 20 miles of Diss, Norfolk is free - the delivery cost for orders outside of 20 miles of Diss, Norfolk is £1.00 per mile. Please email us prior to booking so we can provide you with an accurate quote for a delivery outside of 20 miles. After booking, the delivery charge invoice will be sent to you via email which must be paid at least 2 calendar months before your event date (or immediate payment if you have booked within 2 calendar months of your event date).

5.4 - Botanical Gem are not liable for any arrival delays caused by difficulty in accessing your venue on the day of your event due to lack of or inaccuracy of customer's given details (see clause 4.8). 

SECTION 6 - INSTALLATION

6.1 - All hire prices include professional installation and breakdown (before 10pm) by Gemma (the owner of Botanical Gem), or an employee or contractor of Botanical Gem. 

6.2 - The Botanical Gem team will set up all the items on the day of event, prior to the start time of event, from when the venue is made available to us.

6.3 - Once installed, all hire items must remain in the same position until removed by a member of the Botanical Gem team. We require our own team to move any of our items - this is due to insurance purposes, which will not cover anyone outside the Botanical Gem team handling our items. Attempts to relocate our items may cause damage to our property and could compromise the safety of people in the vicinity - any damage to our property will be subject to reimbursement via invoice (see clause 12.1 and 12.2).

6.4 - Our flower/foliage/wooden walls are designed to be installed in front of a solid wall. As a breeze or gust of wind can cause instability and permanent damage to our flower/foliage/wooden walls, they are strictly for indoor use only. Flower/foliage/wooden walls cannot be installed next to, in close proximity of, or in front of doors that will be in use at any time during the hire period - this is also due to potential breezes or gusts of wind leading to instability. All of our wall products must be installed within a secure, weather-tight building for the duration of the hire period. If, upon delivery, it is evident that any of these conditions cannot be met, we reserve the right to cancel your booking without refund.

6.5 - As moisture can cause permanent damage to silk flowers, our arches/arbours/aisle flowers/flower urns are recommended for indoor use. However, if you wish to use these specific hired items for an outdoor ceremony, there must be no forecast of rain or chance of precipitation on the event day. If there are predicted strong winds, we will not install our silk flower arch/arbour/aisle flowers/urns outdoors. If the weather changes on the morning of the event to a forecast of rain, precipitation and/or strong winds, the Botanical Gem team will be the deciding party on this matter and move our silk flower arches/urns/aisle flowers/etc to a covered indoor area. 

6.6 - Other hire items that do not typically contain silk flowers (such as our floral display towers) can be installed indoors or outdoors - depending on your preference and also weather-permitting. We will not install these items outdoors in adverse weather - such as rain or wind - as these conditions can cause permanent damage and instability to our products.

6.7 - Customer-sourced signs must be readily available for installation at the venue on the morning of the event when the Botanical Gem team is on site or before - please refer to clause 2.2.

SECTION 7 - WAIT AND RELOCATE SERVICE

7.1 - Subject to availability, we offer a Wait and Relocate’ service. This is where the Botanical Gem team will:

7.2 - If you need any item moved from its original installation (such as from the ceremony area to the reception area), a Wait and Relocate service fee will occur. The charge amount will depend on the quantity of hired items, how long it would take the Botanical Gem team to reset plus how many of the Botanical Gem team need to remain on site to perform this service. Please email us at botanicalgemrentals@gmail.com to check our availability and to receive a quote for this service before placing your order of hired item/s.

7.3 - If any hire items have been installed outdoors, the Wait and Relocate service fee will occur. This is in order for the hire items to be moved indoors after the ceremony to a secure and weather-proof room for the rest of the event. Please email us at botanicalgemrentals@gmail.com to check our availability and to receive a quote for this service before placing your order of hired item/s.

7.4 - The Wait and Relocate service invoice will be sent to you via email after placing the booking for the hired item/s. The Wait and Relocate service and fee must be booked and paid for no later than 2 calendar months before your event - see clause 13.1 regarding late payment charges.

7.5 - If the wedding reception is at a different physical location than the ceremony - e.g. the ceremony takes place at a church and the reception is being held at a nearby hotel - there will be additional charges for this separate delivery and set-up. This is due to the hired item/s needing to be dismantled, packed in the van, driven to the second physical location and then reassembled. Please email us at botanicalgemrentals@gmail.com to check our availability and to receive a quote for this service before placing your order of hired item/s.

SECTION 8 - BREAKDOWN

8.1 - The latest time for free-of-charge breakdown is by 10pm (22:00 hours). The Botanical Gem team will arrive at approximately 9.50pm (21:50 hours) to organise a swift collection of all hire items. In some circumstances, it may be possible to extend collection until 11.30pm (23:30 hours) at an additional cost. 

8.2 - Any pickups past 10pm (22:00 hours) will incur an additional charge. Please refer to clause 4.6 regarding responsibility of confirming the venue’s closing time. Please email us via botanicalgemrentals@gmail.com to book our Late Night Pickup service.

The Late Night Pickup charges can be found below (the Botanical Gem team will arrive 10 minutes before the start time of the chosen timeslot):

8.3 - The Late Pick Up service and 100% of its fee must be booked and paid for no later than 2 calendar months before your event - see clause 13.1 regarding late payment charges.

8.4 - All hired items need to be readily available for us to dismantle, without delay or interference. If there is interference that delays the Botanical Gem team to dismantle the hired items, you will be invoiced within 7 days for any additional time based on the late night pickup fees stated in clause 8.2. This invoice will be pursued for immediate payment.

8.5 - Certain venues may allow us to pick up items on the morning after the event. If the venue is equipped to hold our items overnight securely and safely, we may choose to leave hired items overnight to collect in the morning. This is purely at our own discretion and only applies to well-known-to-us highly-trusted venues. If Botanical Gem deems appropriate, we will contact the venue directly to discuss with the venue manager whether this arrangement can be met. If this is approved by Botanical Gem and the venue manager, there will not be any Late Night Pickup charge for the customer.

SECTION 9 - HEALTH & SAFETY AND MISUSE OF ITEMS

9.1 - All employees and contractors of Botanical Gem are trained to install all hire products in a way that will not pose a risk to public safety during installation, the hire period or breakdown.

9.2 - Botanical Gem are are not liable for any actions that compromises the safety of products during the hire period. We are not responsible for any injury or damage to persons, property, animals or objects that occurs from the use of any equipment under hire. Botanical Gem shall not be liable for any direct, indirect or consequential loss, damage or additional costs that may arise as a result of the use of our hire items.

9.3 - Any items found being misused during hire period will result in immediate removal of the item/s and no refund will be given.

9.4 - Open flames (fireplaces, fire pits or cigarettes), barbeques or other cooking areas, fireworks, sparklers, smoke or coloured smoke bombs must not be operated or located near the hired items to avoid damage or strong smells affecting our products. All liquids and animals must be kept away to ensure no accidental damage from spillages.

9.5 - Children must be fully supervised by responsible adults around our hired items. Our items are not to be climbed on, pulled, pushed, leaned on or interfered with in any way by any child, adult, animal or object.

9.6 - Botanical Gem are fully insured for Public Liability up to the value of £2,000,000. This can be increased if necessary. The Botanical Gem team carry a copy of the appropriate certification at events - if the venue require a copy beforehand, please email botanicalgemrentals@gmail.com so we can provide the venue with a copy. 

SECTION 10 - ILL HEALTH, ACTS OF GOD OR ADVERSE WEATHER CONDITIONS

10.1 - Whilst we agree to use reasonable efforts to ensure that our services are fully operational and error-free, we cannot guarantee this. Acts of God, sudden ill health or injury, pandemic, epidemic, government-controlled restrictions and adverse weather conditions may affect our ability to safely deliver our product/s or services.

10.2 - In cases of adverse weather prior to your event, we will remain in contact with you in the lead up to the event. Ultimately we can accept no responsibility for Acts of God, sudden ill health or injury, pandemic, epidemic, government-controlled restrictions and/or adverse weather conditions. In these extreme instances when we are prevented from providing the service/s or product/s as agreed, if they are affecting you or anyone else, we shall retain 50% deposit and refund the remaining amount paid up to 50% of the total cost. Alternatively, if you are able to change the event date and/or venue, please refer to clause 11.4.

10.3 - In the event of extreme weather or road conditions which result in us being unable to safely delivery or collect the hired items, we reserve the right to change the delivery and/or collection arrangements to ensure the safety of ourselves and our products. We shall not be liable for any losses or costs to you that may arise as a result.

SECTION 11 - AMENDMENTS, REFUNDS & CANCELLATIONS

11.1 - We reserve the right to cancel your booking if we do not provide services to your area or the event’s area. We reserve the right to not process your order if one or more of the services booked were listed at an incorrect price due to typographical error. We reserve the right to cancel your booking if you order an add-on item only (such as a wooden sign) without ordering a flower wall for it to be installed on. We reserve the right to cancel if there is an unexpected technical issue with the calendar (e.g. automatically accepted too many customer bookings for a specific date).

11.2 - If we do not process your order (or we cancel) for the reasons outlined in clause 11.1, we will inform you via email and will refund you the full price paid back to the original payment method used to place the booking. We endeavour to action this as soon as possible but within 14 days of placing the order. No further compensation will be given.

11.3 Should you wish to cancel your order, you must notify us via email (botanicalgemrentals@gmail.com).

11.4 - If you would like to postpone your wedding/event to a later date, we will confirm which item/s are available to hire on your new date. If you would like to change your venue, any additional delivery/late night pickup/wait-and-relocate costs will be recalculated. Levels ‘a’ and ‘b’ of refund outlined in clause 11.5 will remain true to the original date booked and will not be carried over or restart with any date amendments.

11.5 - If the customer cancels or fails to complete the final 50% payment - regardless of the circumstances - the amount of time elapsed since the booking was made will determine the likelihood of reselling the date, and therefore affects the level of refund available:

a. 0-2 weeks since booking made, cancellation in excess of 2 calendar months until event - 50% deposit fully refundable

b. 2+ weeks since booking made, cancellation in excess of 2 calendar months until event - 50% deposit non-refundable

c. Booking cancelled within 2 calendar months of the event - only additional delivery charges, late night pickup charges and wait-and-relocate charges are refundable

11.6 - We strongly recommend that all clients purchase appropriate wedding/event insurance to cover any losses in the event of non-refundable cancellations.

11.7 - Botanical Gem reserves the right to cancel this contract if at any time Botanical Gem feels that our obligations cannot be met. Botanical Gem will credit the amount paid, minus any actual costs incurred up to the point that Botanical Gem informs you of our intention to cancel the contract.

11.8 - In extreme circumstances, where events affecting Botanical Gem cause your hire to become non-viable for us to provide, we reserve the right to cancel up to and including the day of your hire. We will not be liable for any compensation or additional costs you may incur as a result of our cancellation. However, a full refund of any goods or services booked with us will be issued within 14 days of our cancellation.

SECTION 12 - DAMAGE, THEFT, MISUSE AND UNAUTHORISED RELOCATION

12.1 - Botanical Gem provides all hire items in excellent condition with time- and date-stamped photographic evidence, and we inspect our products thoroughly after each event. If any of our products are found to be damaged, vandalised or relocation has been attempted, Botanical Gem will:

12.2 - We respectfully insist that our walls are not relocated by anybody other than an employee of Botanical Gem. Evidence of risk to the integrity of the structure by relocation will incur a charge, invoiced to the customer after the event. This invoice will be pursued for immediate payment and will attract late payment interest fees - please see clause 13.2.

12.3 - If any hired items are the subject of theft during the hire period, the customer will be swiftly informed and invoiced via email for the full cost of a replacement item/s. This invoice will be pursued for immediate payment and will incur late payment interest fees - please see clause 13.2.

12.4 - Any items found to have been misused during hire period will result in immediate removal of the item/s and no refund or compensation will be given.

12.5 - If damage caused during your hire period or theft of an item/s during your hire period impacts another upcoming booking, you will be liable for the full value of the second booking. This invoice will be pursued for immediate payment and will attract late payment interest fees - please see clause 13.2.

12.6 - If an item you have booked is damaged or subjected to theft prior to your hire taking place, you will be informed and every effort will be made to replace the item like for like. If this is not possible (e.g. due to supplier order/delivery times), we will offer an alternative similar design that is available for your event date. If this is not possible (e.g. due to all designs/items being fully booked), or if that is not satisfactory, you will be entitled to a refund for that one item booked only. No further compensation will be due.

SECTION 13 - LATE PAYMENTS

13.1 - Entirely at Botanical Gem's discretion and in exceptional circumstances, an extension period of up to 4 weeks for the final 50% payment, the Wait and Relocate service and/or the Late Night Pick Up service may be agreed. However, this will attract a late payment interest which will be charged on any outstanding balance that is due to Botanical Gem at the daily rate of 4% above the Bank of England base rate, until payment has been received in full.

13.2 - Theft or damage invoices (see clauses 12.2, 12.3 and 12.5) will be pursued for immediate payment within 7 days of the invoice being sent. If the customer fails to fulfil these invoices within the 7 days timeframe, late payment interest will then be charged on the outstanding balance that is due to Botanical Gem at a daily rate of 4% above the Bank of England base rate, until payment has been received in full.

SECTION 14 - PHOTOGRAPHY

14.1 - Botanical Gem reserves the right to take photographs of our products throughout the hire period - however, we will seek verbal permission to take any pictures of you or your guests. Photographs are used for promotional and marketing purposes on our website, social media and/or advertisements on Botanical Gem vehicles. If you have any objections, please let us know in writing prior to your event.

SECTION 15 - DISPUTE RESOLUTION

15.1 - We hope you will be thrilled with our products and service but if you are unhappy or have a complaint, please email us at botanicalgemrentals@gmail.com and we will do our best to resolve it.

15.2 - If your complaint is not settled by Botanical Gem to your satisfaction, we hope you will agree to engage in mediation or arbitration with us in order to resolve matters.

SECTION 16 - LAW, JURISDICTION AND LANGUAGE

16.1 - This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

SECTION 17 - PRIVACY AND TERMS OF USE

17.1 - You acknowledge and agree to be bound by the terms of our Privacy Statement and Terms of Use policy.

SECTION 18 - RECOMMENDED VENDORS

18.1 - Whilst Botanical Gem may recommend or list specific vendors for your convenience, we do not guarantee their performance, goods or services, accuracy or reliability. Under no circumstances are Botanical Gem responsible for any issues, damages or losses that may arise from using any goods or services recommended by us. Please conduct your own research and make your own informed decisions.