FAQ

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RENTAL AGREEMENT

PRICING AND PRODUCT AVAILABILITY

We hold pricing guarantee for 5 days after the proposal date. Deposit guarantees product availability on your event date. Please note, we do not hold any letters without deposit.

REQUIRED DEPOSIT/PAPERWORK

Rental products require a signed Rental Agreement and $50 deposit. Final payment with changes, substitutions and final counts are due 48 hours prior to the event.  

DELIVERY

Delivery (inside of 30 mile radius from our facility) includes, setup and pick up. We’ll deliver and set up the rentals prior to your event start time. If there is a specific time required for delivery and set up, this must be agreed upon at least 7 days in advance. 

Deliveries to locations outside of a 30 mile radius from our facility are subject to an additional delivery fee. Additional delivery charges begin at $50.00 and vary based on distance. Delivery fees will be discussed during the quoting process and any fees will be included in all official quotes and contracts. 

Delivery includes drop off on either the day before or the day of your event and picked up the day of or the day after your event. Items must be stored indoors, in a secure location until pick-up.  If items are not available or accessible upon pick-up, another day’s rental fee will be charged, and the customer may return the items, or schedule another pick-up time.  If you, the renter, will not be available during pick-up, it is your responsibility to coordinate with the venue to ensure all items remain together in correct location.  

  • Additional delivery fees are assessed based on a two-trip basis (one to deliver and one to pick-up).  If additional trips are required, you will automatically be billed. 

  • If items are not accessible upon pick-up, an additional $100 rental fee and additional $100 trip fee will be charged, regardless of fault.  Client has the option to return items to our facility to avoid this fee.  

SET-UP

The rental fee includes the setup or installation of the rented item and/or applying only the items or decorations that WE PROVIDE. Fees are based on total number of items, assembly time and decorating involvement.  We do not install or decorate with items that were not provided by us.  The set-up and breakdown does not include cleanup of items that are not the property of Music City Letters. (we will not pop balloons attached to letters). 

  • If you opt to perform the set-up yourself, all rented items including accessories and small parts must be placed back into proper containers, and cleaned if necessary.

LATE RETURNS

If items are not available for pickup, the customer will be charged for an additional days rental. If items are not returned within three days and customer is not able to be reached, replacement fees will be assessed and charged to the credit card on file. Communication is important.

PICK-UP RENTAL REQUIREMENTS

If you opt to pick up your rentals, they must be picked-up in a secure vehicle.  A valid driver’s license for the driver, a credit card and ID from the card holder must be on file.  Items must be returned on your due date to avoid additional charges.  Any items missing upon return are automatically charged for replacement or late fee (additional day).  Client is to inform us upon arrival is something is damaged or missing.  

  • Bulky order pick-up: Bulky orders must be picked-up in a full size pickup with tailgate, moving blankets, and tie-downs.  Customer is responsible for supplying own moving supplies.  Pick-up trucks arriving in rainy weather or without appropriate supplies will be denied rentals and will not be eligible for a refund.  Tarps are not acceptable as an alternative to an enclosed vehicle. 

  • Small order pick-ups: Small orders may be picked-up in a car or vehicle of choice, but all items must be in the enclosed portion of vehicle. 

DAMAGED/MISSING ITEMS

Renter assumes full responsibility of item upon possession, and agrees to pay full replacement cost for lost or damaged items. Items should remain in “Like New” condition. Small smudges and handprints are acceptable.  Excessive dirt, mud or markings will be assessed and be subject to additional fees.   

PRICING POLICIES

Rental Prices are subject to change without notice. Price quotes are valid for 5 days. Orders with special pricing must be booked by the date specified. All rental prices are non-negotiable. 

WEATHER RELATED ISSUES

Music City Letter does not issue refunds for  inclement weather.  Should bad weather or wind become an issue, MCL reserves the right to refuse or release such items and offer a substitution of in-stock items to help facilitate and indoor function.  The client assumes all risks and hardships involved with having an outdoor event.  Please discuss “Plan B” with your coordinator.  MCL is not responsible for revising your event design the day or two prior to your event, should inclement weather be ensuing.  It is our desire that your event go as smoothly as possible.  However, if you choose to chance the weather, the client assumes full responsibility for wind and weather damages.  If Music City Letters arrives for a delivery and the weather is bad or impending, we will call you or a contact person to discuss options.  Please always provide an additional contact name and number should you be unavailable the day of your event.   

Payment Terms

CREDIT CARD TERMS

A valid credit card must be kept on file. The credit card will be used for damages, missing items, late fees, replacement fees, cleaning fees, or added services as outlined above.  The credit card will be charged if changes are made the day of the event, such as added services, labor or additional items are requested or required.

ORDERS AND CHANGES

All order/service changes must be emailed to avoid any confusion. A detailed invoice will be submitted following any changes to your order by email. Additional services require an appropriate deposit and will be charged to your credit card unless other terms are specified. Emails are considered legal and binding and do not require a signature to be valid. If changes are made the day of the event, a responsible party must sign for them upon delivery.   

CANCELLATIONS

Please be aware that once the contract is signed, and your event date scheduled, all other clients have been refused your specific rentals and services for your event date, and thus all payments are non-refundable. All services may be cancelled if received in writing no later than 7 days prior to the event.

A credit in the amount of the deposit will remain on file if the event is postponed.

PHOTOGRAPHY RELEASE

By signing this agreement, you give MCL permission to use the photos that we take at your event on our website and advertisements, materials, etc, with the understanding that you will not profit from them in any way.

NON-PAYMENT/BREACH OF CONTRACT

No services contained in this contract will be rendered, delivered, or available if balance is not paid in full prior to your event. The last day to remove items from your order is 48 hours prior to your event. 

 

MISUSE OF ITEMS

Upon pickup or delivery, if MCL perceives that misuse will occur, we will NOT leave the items and no refunds will be issued.