Customer Policies

  • A 50% non-refundable deposit is required to secure your booking.

    The remaining balance is due no later than 10 days before your event.

    All payments are made via invoice – we’ll send you everything you need.

    Please note: If your balance isn’t paid by the 10-day deadline, your booking may be cancelled and the deposit forfeited.

  • Deposits are strictly non-refundable — this covers design planning, materials, and reserving your date.

    Cancellations made more than 14 days before the event: payments beyond the deposit will be refunded.

    Cancellations within 14 days: no refund issued.

    All cancellations must be made in writing to henry.hbevents@outlook.com

  • You can tweak colours or quantities up to 14 days before your event — subject to stock availability.

    Major changes or late alterations (within 10 days) may incur a charge or be declined if materials have already been ordered.

  • If you need to reschedule, just get in touch with the member of staff that you have been liaising with.

    Deposits may be transferred to a new date if at least 21 days’ notice is given and subject to availability.

    Reschedules made under 20 days may incur additional charges.

  • By placing an order for event stationery with HB Designs, you agree to the following:

    • Orders & Payment: Orders are confirmed once agreed in writing. Payment (full or deposit) is required before work begins.

    • Design & Revisions: Designs are created based on your brief. A maximum of 3 revisions are included; additional changes may incur a fee.

    • Proof Approval: Final proofs will be sent before production. It is your responsibility to check all details carefully. Once approved, we cannot accept responsibility for errors.

    • Production: Colours and materials may vary slightly from digital previews.

    • Cancellations: Due to the bespoke nature of stationery, design work is non-refundable once started.

    • Delays: Timelines depend on timely client responses. Delays in approvals may affect delivery.

    • Liability: Our liability is limited to the value of the order.

    • Usage: All designs remain the property of HB Designs and may be used for portfolio or marketing purposes.

  • We use only premium latex, foil, and bobo balloons. All designs are treated with professional-grade products and built to last — but please note:

    ·      Indoor air-filled displays can last for days or even weeks with proper care.

    ·      Outdoor displays are vulnerable to heat, rain, and wind. We cannot guarantee outdoor longevity.

    ·      Once installed, balloon care is the client’s responsibility — we don’t offer refunds for popped balloons after setup.

  • We love helium for the wow-factor it brings — but it comes with its own quirks:

    Longevity:

    ·      Standard latex helium balloons float for around 8–12 hours indoors.

    ·      We use Hi-Float treatment in all latex helium balloons to help extend their life — this can increase float time to 24–48 hours, but please note: it only helps reduce the rate of deflation, it does not guarantee that balloons won’t shrink or pop.

    ·      Foil/Mylar balloons can last 3–5 days indoors, sometimes longer.

    ·      Outdoor use is unpredictable — heat, wind, and rain can cause balloons to shrink, pop, or deflate quickly.

     

    Liability:

    ·      Once delivered or installed, balloon care is the client’s responsibility.

    ·      We cannot guarantee specific float times or replace balloons affected by environmental factors.

    ·      Helium is non-toxic but should never be inhaled. This can cause serious injury or death.

    ·      Deflated or burst balloons are a choking hazard — keep away from children and pets.

     

    Storage & Handling:

    ·      Keep balloons indoors in a cool, dry environment, away from direct sunlight and heat sources.

    ·      Avoid sharp objects, rough handling, or pressing balloons against rough surfaces.

    Do not leave helium balloons in vehicles — extreme temperatures will damage them.

  • We use a high-quality shine spray to further enhance our work and to make the balloon set up look that extra bit special.

     

    While we always use sheets, mats, and protective covers during application:

    ·      Shine spray can make floors slippery, especially on hard surfaces.

    ·      Clients must check with the venue that this is permitted.

    ·      HB Events cannot be held responsible for any accidents, marks, or slip risks caused by shine spray use.

    [please specify before the event if you would prefer us to not use this product]

  • Delivery/setup times will be confirmed in advance.

    If no one is available to let us in or access is restricted, we may not be able to complete setup and additional charges may apply.

    If you’ve hired structures (e.g., hoops, plinths), we will arrange collection within 24–48 hours of the event unless otherwise agreed.

    Delivery Fees:
    We offer free delivery to all venues within a 15-mile radius of the BB10 area. Any venues located outside of this area will be charged at the following rate:
    0-10 miles     FREE

    10-25 miles  £30

    26-35 miles  £40

    36-45 miles  £50

    45-50miles    £70

    50+ miles      £80 + 60p / mile

    Please note, these rates are for the value of a round trip, for example a venue 20miles away would come under the 36-45miles bracket.

  • At HB Designs, we are committed to delivering high-quality services and ensuring client satisfaction. If you are unhappy with any aspect of our service, we encourage you to follow the process below so we can address your concerns effectively.

    Initial Feedback:

    Where possible, please raise any concerns directly with the event manager on-site during your event. This allows us the opportunity to resolve issues quickly and efficiently.

    Formal Complaint:

    If the issue is not resolved during the event, or you would prefer to raise it afterwards, please submit your complaint in writing within 7 days of the event to kim.hbevents@outlook.com

    Please include your event details, a clear description of the issue, and any relevant supporting information.

    Review Process:

    We will acknowledge receipt of your complaint within 3 working days. A full review will then be carried out, and we aim to provide a response within 14 working days.

    If additional time is required, we will inform you and provide an updated timeframe.

    Resolution:

    We will communicate the outcome of our investigation along with any actions we will take to resolve the issue.

    If you remain unsatisfied, you may request a further review, which will be handled by a senior member of HB Events.