Understanding our fees
We have answered some common questions below but please feel free to get in touch if there is something else you would like to ask!
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Damage Waiver
What is the damage waiver?
The damage waiver is a mandatory preemptive charge added to all tableware orders to cover for inevitable loss or damage to hire items. Only items that can easily be damaged or lost during a hire such as cutlery, crockery and glassware will incur a damage waiver. This waiver will cover all reasonable damage, plus a bit on top. The charge is essentially to allow us to recoup losses from inevitable breakages, without having to contact you post-hire with a further invoice.
What is it not?
The damage waiver is not an insurance policy. We highly recommend that you insure all items that you hire from us, from the point of delivery to when we collect it.
The damage waiver does not exempt you from a compensatory payment to cover YES Hire’s losses If unreasonable damage occurs during the hire. (Please see section 9 of our terms and conditions on the rental agreement for further details).
The damage waiver is non returnable.
How much is a damage waiver?
We charge around 10% of the hire price of items that incur a damage waiver, but this is not a hard and fast figure. Some items are more expensive to replace than others, or more likely to be broken, so the final figure will depend on what you have ordered. If you have any concern about your damage waiver, you are more than welcome to contact us to discuss it.
What if my breakages cost more than the damage waiver covers?
We will work this out on a case by case basis. Where damages incurred are significantly higher than what was covered by the damage waiver we will send a new invoice, detailing exactly what was lost or damaged. You are more than welcome to discuss this invoice with us before paying.
We do of course prefer to have ‘lost’ items returned, and will not charge the replacement charge on anything that is returned to us within a week of your collection date.
Why don’t I have a damage waiver?
If your order does not contain glassware, crockery or cutlery we will not charge a damage waiver.
Can’t I just pay post-hire for what was broken?
If you are a first time customer then a damage waiver is mandatory. If you are a returning customer with this question please speak to us directly via email or phone.
What do I do if items are broken on arrival?
Transporting glass and crockery is a tricky business and damages can occur on the journey between the warehouse and your venue. We will always accept fault and remove the hire charge of broken items as long as you send pictures to info@yeshire.uk within 24 hours of your items being delivered. (Please see section 7 of our rental agreement for further details)
See section Lost and Damaged
Post-hire cleaning Fees: the Dirty Return
What is a Dirty Return Service?
It is exactly what it says on the tin: you can return your items still dirty after using them and we will clean everything at our warehouse. That means no washing up, no drying, no polishing. Just scrape and stack and you’re done.
For anyone hosting an event without an industrial washer a dirty return service is a must. It is a quicker, cheaper (and probably more popular!) alternative to having your staff wash-up after an event.
How much is a dirty return service?
We charge 25% of the hire price of items that need washing. So let’s say you hire 48 Cabernet water glasses, and 48 cabernet wine glasses, at a cost of £31.68. We would charge £7.93 if you chose to use our dirty return service and sent them back dirty.
Who is the dirty return service for?
Anyone! If you’re having a large dinner party you may want to skip the washing up. Or if you’re an event planner it may simply work out cheaper to have us do the cleaning than pay your kitchen staff to do it.
Using the example above of 98 glasses: we would charge £7.93 to wash, dry and polish just shy of 100 glasses. There aren’t many kitchen teams who could work fast enough to be better value! Plus, with a lot of breakages occurring during clean – up, you can reduce this risk by using our service.
Why don’t I see a dirty return on my order?
All kitchen equipment has the cleaning included in the hire price. We separate the dirty return service for cutlery, crockery and glassware only because this is an optional service. If you have these items on your order, and you can’t see an added dirty return service please get in touch if you would like it added.
Is a Dirty Return Service mandatory?
Nope! If you’re going to be holding an event at a venue with an industrial washer and lots of staff please feel more than free to return everything to us clean and polished. We will do quality check upon return and send a post hire charge if we can agree that the job wasn’t completed to a high enough standard.
Failed Delivery or Collection
What counts as a failed delivery or collection?
If we cannot deliver or collect your items during the times that we agreed, for any reason outside of our control.
Will you leave immediately?
If we are struggling to get access, we will try to call you first. Please make sure the contact details you give us are up to date. However, in the busy season we may not have time to wait for you if you are late. If we have to return a second time, this will result in a second transport charge.
What causes failed deliveries or collections?
It may be that the access roads are unsuitable – we need unlocked gates and a well-maintained road that is wide enough for our vans and trailers get close to the delivery point. The doors of the building also need to be open or, if delivering to a marquee, it needs to be up! We won’t leave orders outside.
For collection, we may count the collection as failed if your items are not ready and packed as agreed. For furniture, that means all tables and chairs are stripped of tableware, linen etc. and crockery, glasses and cutlery is packed into the boxes they arrived in. You will get an information sheet with how to pack your order when it arrives, but you can also view it here.
How do I avoid a failed delivery or collection?
For delivery, you simply need to ensure that we have access to your venue at the time we have agreed. We will not contact your venue to arrange deliveries unless you specifically request it. If you think access may be an issue – please just let us know! We can replan, as long as the vehicle has not set off. be able to plan around issues. For example, if there has been a lot of rain and your site is in a field let us know and we will be able to send a pick-up to deliver rather than a van.
For collection, please make sure you leave ample time to clean up from your event and pack everything ready for collection. If we can’t rearrange your collection and our drivers have to clear up for you you will receive an additional labour charge. Packing up linen and tableware is your responsibility as it helps to ensure nothing gets left behind, avoiding lost and damage fees.
Extending Hire Durations
Can I extend my hire?
If the items are not already hired out to someone else in the days following your event, we are more than happy to extend your hire.
How do I extend my hire?
Please always call the office to arrange an extension. This is to ensure that we know your plans and drivers don’t set off whilst an email is sat in our inbox!
How much does a hire extension cost?
This is dependent on how much extra time you need the items for. For example if you:
- Extend from a standard hire to a week: 50% of the hire items charge added
- Extend from a standard hire to cover a second weekend, or more than 7 days: an additional full standard hire charge will apply, but there will be no change to your transport, dirty return or damage waiver.
Cancellations
Can I cancel my order?
Cancellations happen and, unless we have bought new items specifically for your event, we will not charge you anything if you give us more than one month’s notice (ahead of your delivery date, not your event date).
Please note that for larger events with new customers we may charge a deposit. This would not be refundable.
After one month the following charges would apply:
– Less than 28 days before the first day of the hire period – 25% of the total agreed in the first signed rental agreement
– Less than 14 days before the first day of the hire period – 75% of the total agreed in the first signed rental agreement
– Less than 7 days before the first day of the hire period or no notice is given – 100% of the total agreed in the first signed rental agreement
You can find the exact wording in section 5 of our hire agreement that you sign to confirm your hire. When you sign this agreement you are agreeing to pay these charges in the event that you significantly reduce your order, or if you cancel.
Lost and Damaged
What if my breakages cost more than the damage waiver covers?
We will work this out on a case by case basis. Where damages incurred are significantly higher than what was covered by the damage waiver we will send a new invoice, detailing exactly what was lost or damaged. You are more than welcome to discuss this invoice with us before paying.
We do of course prefer to have ‘lost’ items returned, and will not charge the replacement charge on anything that is returned to us within a week of your collection date. (Trade customers, this works differently for you.)
What do I do if items are broken on arrival?
Transporting glass and crockery is a tricky business and damages can occur on the journey between the warehouse and your venue. We will always accept fault and remove the hire charge of broken items as long as you send pictures to info@yeshire.uk within 24 hours of your items being delivered. (Please see section 7 of our terms and conditions on the rental agreement for further details)
See Section Damage Waiver.
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