Hotel Balloons Ltd – Customer Terms & Conditions
Last updated: September 2026
These Terms & Conditions apply to all bookings and orders made with Hotel Balloons Ltd.
Hotel Balloons Ltd is a company registered in England and Wales under company number 17414043, with its registered office at 24b Fraser Road, Poole, England, BH12 5AY.
References in these terms to “Hotel Balloons Ltd”, “we”, “us” or “our” mean Hotel Balloons Ltd. References to “you”, “your” or “Customer” mean the person placing the order.
By placing an order with Hotel Balloons Ltd, you agree to these Terms & Conditions.
Hotel Balloons Ltd provides balloon décor, personalised celebration products and associated decoration services for hotels, holiday accommodation and other hospitality venues.
Our services may include the design, preparation, delivery and installation of balloon displays and other decorative items.
The products and services included in your booking will be those shown in your order confirmation or otherwise agreed with you in writing.
All bookings are subject to availability and acceptance by Hotel Balloons Ltd.
A booking is confirmed once Hotel Balloons Ltd has accepted your order and received the required payment.
You are responsible for providing accurate information required to fulfil your booking, including where applicable:
Please check all information and personalisation carefully before submitting your order.
Hotel Balloons Ltd cannot be responsible for errors in names, dates, ages, messages or other personalisation where the item has been produced correctly using information supplied by you.
Unless otherwise agreed in writing, payment must be made in full when your order is placed.
Payments for Hotel Balloons Ltd products and services are made directly to Hotel Balloons Ltd.
Where you have discovered or accessed Hotel Balloons Ltd through a hotel or other accommodation provider, your contract for the balloon décor and associated services remains with Hotel Balloons Ltd unless expressly stated otherwise.
Your accommodation booking remains a separate contract between you and your accommodation provider.
The price payable will be confirmed before your order is completed.
Additional charges may apply for delivery, travel, unusual access requirements or services outside the normal operating area of the installer fulfilling your booking.
Any applicable additional charge will be disclosed before your booking is confirmed.
Hotel Balloons Ltd provides installations within third-party premises. All installations are therefore subject to the reasonable rules, policies and safety requirements of the relevant hotel, accommodation provider or venue.
Where Hotel Balloons Ltd has an established relationship with the venue, we will normally liaise directly with the venue regarding access and installation.
Where necessary, you may be required to ensure that the venue permits the requested decoration and allows Hotel Balloons Ltd or its approved installer appropriate access.
Hotel Balloons Ltd reserves the right to alter or refuse an installation where we reasonably believe that the requested installation would breach venue rules, fire-safety requirements, health and safety requirements or otherwise create an unacceptable risk.
Where reasonably possible, we will offer a suitable alternative.
Hotel Balloons Ltd will use reasonable care and skill in preparing and installing your décor.
Installation times may be coordinated with the accommodation provider and can depend upon room availability, housekeeping schedules, guest departure times and other operational requirements outside the control of Hotel Balloons Ltd.
Where possible, installations will be completed before the guest enters the room.
Hotel Balloons Ltd cannot guarantee access to a particular room at a particular time where access is controlled by the accommodation provider.
We will work with the venue to minimise disruption and complete the installation as close as reasonably possible to the agreed time.
Balloons are decorative products and may be affected by temperature, sunlight, air conditioning, heating, handling and other environmental conditions.
Colours displayed on websites, photographs, screens and promotional materials are illustrative and may vary slightly from the finished product.
Balloon sizes, positioning and arrangements may also vary from photographs because each installation is individually created and must take account of the dimensions, layout and restrictions of the room.
Where a particular balloon, colour, material or component becomes unavailable, Hotel Balloons Ltd may substitute an item of comparable style, quality and value.
Where a substitution would materially alter the overall appearance of the design, we will contact you where reasonably practicable.
Some Hotel Balloons Ltd products are personalised, bespoke or made to a Customer’s specification.
You are responsible for checking all names, dates, ages, messages, colours and other requested personalisation before submitting your order.
Personalised or custom-made goods may not benefit from the normal statutory change-of-mind cancellation rights that apply to some online purchases.
This does not affect your statutory rights where goods are faulty, not as described or otherwise fail to meet the standards required by law.
If you need to cancel your booking, you must notify Hotel Balloons Ltd in writing as soon as reasonably possible.
Our standard cancellation policy is:
More than 14 days before the scheduled installation
A full refund will normally be provided, less the reasonable cost of personalised or bespoke products already produced and any reasonable irrecoverable costs already incurred specifically in fulfilling your booking.
Between 14 days and 48 hours before the scheduled installation
A 50% refund of the booking value will normally be provided.
Less than 48 hours before the scheduled installation
The booking will normally be non-refundable.
These cancellation provisions are intended to reflect the costs and losses associated with preparing products, allocating installers and reserving resources for your booking.
Nothing in this cancellation policy limits your statutory consumer rights. Where applicable consumer law provides you with greater rights, those rights will apply.
We understand that accommodation bookings and celebration plans sometimes change.
If you need to change the date or location of your booking, please contact Hotel Balloons Ltd as soon as possible.
Where reasonably practicable, we will try to transfer your booking to another suitable date rather than treating the change as a cancellation.
Changes are subject to installer availability, venue access, location and any personalised or bespoke products already produced.
Additional delivery or travel charges may apply where the location of the booking changes.
In the unlikely event that Hotel Balloons Ltd is unable to fulfil your booking, we will contact you as soon as reasonably possible.
We will attempt to provide a suitable alternative where appropriate.
If Hotel Balloons Ltd cancels the booking and cannot provide an appropriate alternative acceptable to you, we will refund the amount you have paid for the products or services we are unable to provide.
Hotel Balloons Ltd will not be responsible for failure or delay caused by circumstances genuinely outside our reasonable control.
These may include severe weather, road closures, significant transport disruption, venue closure, emergency restrictions, loss of access to the accommodation or other comparable circumstances.
Where such circumstances occur, we will make reasonable efforts to find an alternative solution, rearrange the booking or otherwise minimise the impact upon you.
Nothing in this section affects any rights that cannot lawfully be excluded.
If you believe something is wrong with your installation or products, please contact Hotel Balloons Ltd as soon as reasonably possible.
Where practicable, we should be given an opportunity to investigate and put the issue right.
Photographs are particularly helpful where an issue concerns the appearance, condition or quality of an installation.
Nothing in these Terms & Conditions affects your statutory consumer rights, including the requirement for services to be performed with reasonable care and skill.
Hotel Balloons Ltd and its approved installers will take reasonable care while working within hotels and other accommodation premises.
Hotel Balloons Ltd is responsible for loss or damage caused by its negligence or breach of contract to the extent required by law.
Hotel Balloons Ltd is not responsible for pre-existing damage or for loss or damage caused by the Customer, guest, venue, another third party or circumstances outside our reasonable control.
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence.
Hotel Balloons Ltd maintains or will maintain appropriate business insurance for the activities it undertakes.
Details and evidence of applicable insurance cover are available to hospitality partners and venues upon request.
Hotel Balloons Ltd may photograph completed installations for portfolio, website, social-media and other promotional purposes.
We will take reasonable care not to publish information that identifies a guest without appropriate permission.
Where photographs contain identifiable individuals, appropriate permission will be sought where required.
Customers may notify Hotel Balloons Ltd if they do not wish their installation to be photographed or used for promotional purposes.
Hotel Balloons Ltd wants every installation and Customer experience to meet the standard our Customers expect.
If you are unhappy with any aspect of our products or services, please contact us as soon as reasonably possible.
Where the complaint concerns the appearance or condition of an installation, we ask that you contact us preferably within 48 hours, as this provides the best opportunity for us to investigate the circumstances.
We will acknowledge complaints promptly and aim to provide a substantive response within 10 working days.
Further information is available in our Complaints Procedure.
Hotel Balloons Ltd processes personal information in accordance with its Privacy Policy and applicable UK data-protection legislation.
Where necessary to fulfil a booking, relevant information may be shared with the accommodation provider, an approved installer or another service provider involved in fulfilling the order.
Nothing in these Terms & Conditions affects your statutory rights as a consumer.
These Terms & Conditions are governed by the laws of England and Wales.
Consumers may have additional mandatory rights concerning jurisdiction depending upon where they live within the United Kingdom.
Hotel Balloons Ltd – Refund & Cancellation Policy
Last updated: September 2026
We understand that plans sometimes change.
If you need to cancel or change a Hotel Balloons Ltd booking, please contact us in writing as soon as possible.
More than 14 days before installation
A full refund will normally be provided, less the reasonable cost of personalised or bespoke products already produced and any reasonable irrecoverable costs already incurred specifically for your booking.
Between 14 days and 48 hours before installation
A 50% refund of the booking value will normally be provided.
Less than 48 hours before installation
The booking will normally be non-refundable.
Changing Your Date
Where reasonably possible, we would much rather move your celebration than cancel it.
If your accommodation booking changes, please contact Hotel Balloons Ltd as soon as possible. We will try to transfer your booking to another suitable date, subject to installer availability, venue access, location and any personalised or bespoke items already produced.
Additional delivery or travel charges may apply if the location changes.
Personalised Products
Personalised, bespoke or custom-made products may not benefit from the normal statutory change-of-mind cancellation rights applicable to some online purchases.
This does not affect your statutory rights if products are faulty or not as described, or if services have not been provided to the standard required by law.
Cancellations by Hotel Balloons Ltd
If Hotel Balloons Ltd is unable to fulfil your booking, we will attempt to provide a suitable alternative.
Where we cancel your booking and cannot provide an appropriate alternative acceptable to you, we will refund the amount paid for the products or services that we are unable to provide.
Nothing in this Refund & Cancellation Policy affects your statutory consumer rights.
Hotel Balloons Ltd – Hospitality Partner Terms & Conditions
Last updated: September 2026
These Terms & Conditions govern the relationship between Hotel Balloons Ltd and hotels, serviced accommodation providers, holiday lets and other hospitality businesses participating in the Hotel Balloons Partner programme.
Hotel Balloons Ltd is registered in England and Wales under company number 17414043, with its registered office at 24b Fraser Road, Poole, England, BH12 5AY.
In these terms, “Hotel Balloons Ltd”, “we”, “us” or “our” means Hotel Balloons Ltd and “Partner” means the participating hospitality business.
Hotel Balloons Ltd works with hospitality businesses to enable them to offer guests access to professionally provided balloon displays, personalised celebration décor and associated services.
Unless expressly agreed otherwise, the Partner introduces or promotes Hotel Balloons Ltd to its guests but does not itself sell or fulfil the Hotel Balloons Ltd service.
The Customer’s contract for balloon décor and associated services is directly with Hotel Balloons Ltd.
The Customer’s accommodation contract remains with the Partner.
Hotel Balloons Ltd is responsible for fulfilling the services it sells to the Customer. The Partner remains responsible for the accommodation and hospitality services it provides.
Customer payments for Hotel Balloons Ltd products and services are taken directly by Hotel Balloons Ltd.
Hotel Balloons Ltd is responsible for processing these payments and administering refunds relating to Hotel Balloons Ltd services.
Unless a different rate has been expressly agreed in writing, the standard Hotel Balloons Ltd Partner commission is 15%.
Commission is payable on qualifying completed bookings attributable to the Partner.
Commission is calculated at 15% of the commissionable value of each qualifying booking.
The commissionable value is the amount actually received by Hotel Balloons Ltd for qualifying décor and services, less:
Hotel Balloons Ltd’s ordinary business costs, including materials, labour and installation costs, are not deducted when calculating the commissionable value.
Commission will be calculated monthly and paid following the end of the relevant month.
Commission becomes payable only after:
Hotel Balloons Ltd will provide the Partner with appropriate information showing the commission calculation.
Where commission has already been paid on a transaction that is subsequently refunded or charged back, the corresponding commission may be deducted from a subsequent commission payment.
Commission payments will be treated for VAT purposes according to the applicable VAT status of Hotel Balloons Ltd and the Partner and current UK tax requirements.
Partners are responsible for providing accurate business and VAT information where relevant.
Where Hotel Balloons Ltd and a Partner agree to operate a formal self-billing arrangement, an appropriate self-billing agreement will be put in place where required.
Hotel Balloons Ltd and the Partner remain independent businesses.
Nothing in these Terms & Conditions creates an employment relationship, legal partnership, joint venture or agency relationship between Hotel Balloons Ltd and the Partner.
The Partner does not have authority to enter into contracts or make commitments on behalf of Hotel Balloons Ltd.
Hotel Balloons Ltd controls the prices charged directly to Customers for its products and services unless an alternative commercial arrangement has been expressly agreed in writing.
Partners must not alter or misrepresent Hotel Balloons Ltd prices or make unauthorised commitments regarding prices, products, availability or services.
The Partner agrees, where reasonably practicable, to:
The Partner agrees to facilitate reasonable access for Hotel Balloons Ltd and its approved installers for confirmed installations, subject to the Partner’s reasonable security and access procedures.
Room numbers, guest information and access details must be handled securely by both parties.
Hotel Balloons Ltd personnel and approved installers will comply with reasonable venue procedures communicated to them.
Hotel Balloons Ltd will ensure that its services are carried out with reasonable care and skill.
Hotel Balloons Ltd reserves the right to alter or refuse an installation where it reasonably believes that the proposed installation would breach fire-safety requirements, venue policies, health and safety requirements or otherwise create an unacceptable risk.
Where reasonably possible, a suitable alternative will be offered.
Hotel Balloons Ltd will maintain appropriate business insurance for its operations.
Evidence of applicable insurance cover will be made available to Partners upon reasonable request.
Hotel Balloons Ltd may provide Partners with digital or printed marketing materials, website links, imagery, QR codes and other promotional assets.
Hotel Balloons Ltd retains ownership of its trademarks, branding, website content, designs, imagery and other intellectual property.
Partners are granted a limited, non-exclusive right to use approved Hotel Balloons Ltd marketing materials solely for promoting Hotel Balloons Ltd services during the partnership.
Hotel Balloons Ltd materials must not be materially altered without prior permission.
Hotel Balloons Ltd and the Partner acknowledge that the service is intended to complement the Partner’s guest experience.
Both parties agree to communicate and cooperate reasonably where required to ensure confirmed installations can be completed efficiently and with minimal disruption to the venue and its guests.
Hotel Balloons Ltd is responsible for handling complaints concerning Hotel Balloons Ltd products, décor, installations and services.
The Partner should refer such complaints to Hotel Balloons Ltd promptly and provide reasonable assistance where information from the venue is required.
Complaints concerning accommodation, room quality, hotel service or matters outside the Hotel Balloons Ltd service remain the responsibility of the Partner.
Hotel Balloons Ltd will administer refunds relating to its Customer contracts in accordance with its Customer Terms & Conditions and applicable consumer law.
Commission is not payable on refunded amounts.
Where a partial refund is issued, commission will be recalculated using the remaining qualifying commissionable value.
Hotel Balloons Ltd and the Partner will each comply with applicable UK data-protection legislation.
Guest information exchanged between the parties must only be used for legitimate purposes connected with the relevant booking or another lawful purpose.
Neither party should use guest information supplied by the other for unrelated direct marketing unless it has an appropriate lawful basis to do so.
Each party agrees to keep confidential commercially sensitive information received through the relationship, including non-public financial, operational and Customer information.
This obligation does not prevent disclosure where required by law or to professional advisers subject to appropriate confidentiality obligations.
Each party is responsible for its own acts and omissions.
Hotel Balloons Ltd is responsible for the proper performance of the Hotel Balloons Ltd products and services it contracts to provide.
The Partner is responsible for the accommodation and hospitality services it contracts to provide.
Neither party excludes or limits liability where doing so would be unlawful.
Either Hotel Balloons Ltd or the Partner may end the partnership by giving 30 days’ written notice.
Either party may terminate the relationship immediately where there is a serious or irremediable material breach, insolvency, unlawful activity or serious misconduct.
Where a breach can reasonably be remedied, the party in breach should normally be given a reasonable opportunity to remedy it.
Ending the partnership does not affect commission properly earned on qualifying completed bookings before termination.
Confirmed future Customer bookings should, wherever reasonably practicable, continue to be honoured unless the parties agree otherwise or there is a legitimate reason why the booking cannot proceed.
Hotel Balloons Ltd may update these Hospitality Partner Terms & Conditions from time to time.
Where a proposed change materially affects the Partner’s commission or another significant commercial term, Hotel Balloons Ltd will provide reasonable notice before that change takes effect.
These Hospitality Partner Terms & Conditions and any dispute or claim arising from them are governed by the laws of England and Wales.
The courts of England and Wales will have jurisdiction, subject to any mandatory legal requirements that apply.
Hotel Balloons Ltd – Complaints Procedure
Last updated: September 2026
Hotel Balloons Ltd wants every celebration we create to meet the standard our Customers and hospitality partners expect.
If something has gone wrong, please contact us as soon as reasonably possible so that we can investigate and, where possible, put things right.
Making a Complaint
Please contact Hotel Balloons Ltd and provide, where available:
Where a complaint concerns the appearance or condition of an installation, we ask that you contact us as soon as possible and preferably within 48 hours.
This is not intended to restrict your statutory rights. It simply gives us the best opportunity to investigate an issue while the installation and circumstances can still be assessed.
What Happens Next?
Hotel Balloons Ltd will acknowledge your complaint promptly.
We aim to investigate and provide a substantive response within 10 working days.
Where we need additional information from an installer, accommodation provider or another relevant party, the investigation may take longer. If this happens, we will keep you informed.
Resolving Your Complaint
Where a complaint is upheld, the appropriate resolution will depend upon the circumstances.
This may include:
Any remedy will take account of the circumstances of the booking and your applicable statutory rights.
Contact
Complaints should be sent to:
Hotel Balloons Ltd
24b Fraser Road
Poole
England
BH12 5AY
Email: enquiries@moccasin-mule-187288.hostingersite.com
Website: moccasin-mule-187288.hostingersite.com
Nothing in this Complaints Procedure affects your statutory rights.
