Frequently Asked Questions

Frequently Asked Questions2024-02-01T15:50:38-08:00

Got a question?

If the answer isn’t below then please contact us so that we can better serve you.

Why is my quote different from the prices listed on the website?2024-01-30T23:28:38-08:00

There are several factors that could cause your quote to be higher than the prices posted on our website. The first is that the event is scheduled to take place over the weekend or between 12:00 AM – 6:59 AM. In these cases, there will be a premium added to all rental fees. For Casino events, there is a surcharge added to events that are considered to be “out of town”

When will my delivery take place?2024-01-24T10:58:12-08:00

Delivery times are determined the week of your event. If a specific time is required, please indicate this when submitting your quote. Additional charges will apply.

Does delivery, setup and strike take place during the scheduled event hours?2024-01-24T10:58:53-08:00

No, the delivery, setup and strike will take place outside of your event’s runtime.

When will I receive confirmation of my delivery and strike times?2024-01-24T12:27:23-08:00

You will receive an email with the details around your delivery and strike, along with the contact information for the delivery driver(s) that will be servicing your event approximately 3-5 days prior to your event date.

Can I change the date of my event after I have made a reservation?2024-01-24T12:28:24-08:00

Once a booking has been made, any deposit made towards an invoice is non-refundable. It cannot be transferred to another date, and the customer will forfeit their deposit.

What is the cancellation policy?2024-01-24T12:29:08-08:00
A non-refundable and non-transferrable advance Deposit is required in order to confirm your booking and to secure the equipment to service your event.  One cancellation exception exists only if a cancellation is due to inclement weather AND we receive the minimum notice as follows:
For an event held on a Tuesday – Friday: An email cancellation to must be sent no later than 12:00 PM the day prior to your event date.

For an event held on a Saturday, Sunday or Monday: An email cancellation to must be sent no later than 12:00 PM on the FRIDAY prior to your event date.

Please note these changes as our telephones are currently not being monitored during this time, all cancellations must be made via email.

With proper notice received, the renter will only forfeit the Deposit amount.

Why are there 2 sets of dimensions for each item?2024-01-24T12:29:32-08:00

The sizes of our items are shown when set up, and also when packed up

How far is your delivery range?2024-01-24T12:29:48-08:00

Houle Games services areas between Whistler and Chilliwack

What is the policy for damaged/lost equipment?2024-01-24T12:30:10-08:00
All damage or loss of equipment once delivered or picked up is the responsibility of the renter. The renter will be charged  full replacement cost whether loss or damage is accidental or willful, excepting reasonable wear and tear and any damage or loss of equipment by Houle Games & Entertainment Ltd. No alteration or attachments to any supplied equipment can be made including signs and any tape or glue products.
Can bouncers/inflatables be operated in the rain?2024-01-24T12:30:33-08:00
Bouncers/Inflatables cannot be set up or operated in wet/inclement weather. We highly recommend checking the weather forecast when deciding whether or not to cancel your rental. If you do not have cover or a back-up indoor location and it is calling for inclement weather, our suggestion would be to cancel. If you choose to proceed with the rental and have the equipment placed outdoors with no cover or back-up indoor location, the renter is responsible for the full amount of the invoice, regardless of whether the unit is used or not. If the unit cannot be used, or is only used for some of the rental window, no refunds or credits will be offered.

If upon arrival for delivery it is raining, we will NOT set-up the unit. You will need to provide an undercover area and will be given instructions from our staff on how to safely set it up, but only if and when the rain stops. 

If you do not have anyone physically capable to set-up and follow these instructions and ensure that the unit stays dry until the rain stops, the unit will NOT be left at your location and the rental is forfeit. If weather conditions upon arrival are cooperating, we will attempt to set up the equipment. However, if it starts to rain once the bouncer has been set-up and our delivery staff have left, you would be responsible for removing riders immediately and deflating and covering the unit with the supplied tarp(s) until the rain stops. Unit cannot get wet from weather, water balloons or other water sources. If it does, a minimum cleaning and drying fee of $100+ will be charged. 

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