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Terms & Conditions
1. Reservation and Payment
A 50% non-refundable retainer is required to secure your rental items and event date. This retainer is applied toward your total balance. The remaining balance is due no later than seven (7) days before the scheduled delivery date. Orders placed within seven (7) days of the event must be paid in full at the time of booking.
Failure to pay the balance on time may result in cancellation of the order, forfeiture of payments, and loss of reserved items. Accepted payment methods include credit card, ACH transfer, or company-approved checks.
2. Delivery Minimum and Mileage
All delivery orders are subject to a $200 minimum. Our standard delivery area includes up to twenty (20) miles from our warehouse at 535 Brannon Road, Suite 100, Nicholasville, KY 40356. Mileage beyond this radius will incur an additional charge of $2.00 per mile, calculated round-trip. Mileage is based on Google Maps driving distance from our warehouse.
3. Delivery, Pickup, and Setup
Deliveries are made Monday through Friday between the hours of 8:00 AM and 5:00 PM. Weekend, same-day, or late-night delivery and pickup may be available — please contact our team for details and pricing.
Unless otherwise stated, items will be delivered to the nearest accessible entrance and must be packed and ready in the same location for pickup. Customers will receive a delivery window, but exact delivery times cannot be guaranteed. At the time of delivery, customers (or a designated representative) must verify that all items have been received in full.
Some items, due to their weight or complexity, require professional setup by our team. In those cases, a setup and delivery fee will automatically be added to your order. For all other items, setup services are available upon request for an additional fee. If extra labor is required — including but not limited to carrying items up or down stairs, over long distances, or retrieving items not packed and ready at the designated location — an additional fee of $25 per person, per hour (with a one-hour minimum) will apply.
4. Customer Responsibilities
The customer (or a designated representative) must be present at the venue for all scheduled deliveries and pickups. The venue should be unlocked, accessible, and ready at the scheduled time. The customer is responsible for obtaining and providing any required permits, fees, or parking passes.
The customer is responsible for measuring access points, such as doors, elevators, or tent entrances, to ensure items can be delivered and installed safely. Delivery will not be made to unsafe, obstructed, or unfinished areas.
Items must be returned in the same condition as delivered, excluding normal wear and tear. All items should be repacked and ready for pickup at the agreed-upon location. Failure to do so may result in additional labor fees.
The customer assumes responsibility for the security of all rental items from the time of delivery until pickup. Items should never be left unattended. They must be stored in a secure, locked area during and after use, and properly protected from weather, theft, or damage. Pop Up Pretty is not responsible for items left unsecured.
5. Damage Waiver and Liability
A damage waiver equal to 10% of the rental total will be applied to all rental orders. This waiver covers accidental damage from normal use. It does not cover loss, theft, missing items, intentional damage, neglect, weather-related damage, or damage resulting from misuse.
The damage waiver is not insurance. Customers remain fully responsible for the full replacement cost of any lost or damaged items not covered by the waiver. If items are returned with excessive dirt, stains, candle wax, or glitter, additional cleaning fees may apply. The customer assumes responsibility for all rental items from the time of delivery until pickup, including while items are in use, stored, or left overnight at a venue.
A valid credit card must be kept on file, and Pop Up Pretty is authorized to charge for any damages, losses, or replacement costs not covered by the waiver.
6. Rental Care
Rental items must be used safely and appropriately and only for their intended purpose. Items may not be altered, modified, or subjected to misuse.
Linens should not be laundered by the customer. After use, linens must be placed in the provided bag for return. Wet or damp linens should not be placed in the bag, as this can cause mildew. All linens must be air-dried before being packed. Linens with mildew, burns, tears, or permanent stains may be subject to a replacement cost. Wax, food and beverage spills, and glitter can cause permanent damage and may also result in replacement costs.
Do not use staples, tacks, nails, tape, or adhesives on rental items, including backdrops, furniture, or props.
Do not leave rental items outdoors in inclement weather unless they are specifically designed for outdoor use. Customers are responsible for protecting items from damage and ensuring safe overnight storage until pickup.
7. Cancellations and Rescheduling
Cancellations or rescheduling made more than fourteen (14) days before the event date will receive a credit toward a future rental within twelve (12) months, excluding the non-refundable retainer. The retainer is not transferable or refundable. However, any additional payments made beyond the retainer may be applied to a future order if you reschedule or cancel within the policy.
One reschedule within twelve (12) months is permitted at no additional charge. Additional reschedules may incur a fee and are subject to availability. A rescheduled event will require a new retainer, and future pricing may differ from the original order.
Cancellations or rescheduling less than fourteen (14) days before the event date will result in forfeiture of all payments, including the retainer. For outdoor events, customers are strongly encouraged to have a backup plan in case of inclement weather. Weather-related cancellations follow the same cancellation policy as all other orders.
No refunds will be issued at any time.
Pop Up Pretty is not responsible for cancellations due to circumstances beyond our control, including but not limited to natural disasters, government restrictions, acts of God, or other force majeure events. In such cases, credits toward future rentals may be issued at the company’s sole discretion.
8. Governing Law and Disputes
The laws of the Commonwealth of Kentucky govern these Terms & Conditions. The parties agree that any dispute, claim, or legal action arising from this agreement shall be brought exclusively in small claims or district court in Jessamine County, Kentucky.
Before pursuing legal action, both parties agree to attempt to resolve disputes through good-faith negotiation and, if necessary, non-binding mediation.
If Pop Up Pretty is required to pursue collection of unpaid balances, damages, or fees, the customer will be responsible for all reasonable attorney fees, court costs, and collection expenses incurred.
9. Indemnification & Client Responsibility
The customer assumes full responsibility for the safety and well-being of themselves, their guests, vendors, and any other individuals present at their event. Pop Up Pretty is not responsible for accidents, injuries, property damage, or other incidents that may occur during or as a result of the event.
The customer acknowledges that they have the option of obtaining their own event liability insurance. Regardless of insurance coverage, the customer agrees to indemnify, defend, and hold harmless Pop Up Pretty, its owners, and employees from any claims, damages, or expenses arising out of the use, possession, or operation of rental items.
10. Substitution of Items
Pop Up Pretty makes every effort to provide the exact rental items reserved. However, if an item becomes unavailable due to damage, prior loss, or circumstances beyond our control, we reserve the right to substitute the item with one of comparable style and quality. Substitutions will be communicated to the customer as soon as possible.
Pop Up Pretty shall not be liable for any damages, losses, or claims arising from the substitution of rental items.