FAQS
Have a question? Want to know a bit more about the rental process, our company, or the brands we carry? To help you get you the answers quickly, we’ve compiled a list of popular questions we’ve received from our customers, along with their answers. Can’t find what you’re looking for? Get in touch with us and we’ll be more than happy to help.
DO YOU SPONSOR(FREE) ANY CHARITY OR COMMUNITY EVENTS OR GIVE DISCOUNTS?
We are a small family-owned business and as much as we'd love to join in on the fun, our business model doesn't allow us to provide free services. Our expenses, including equipment maintenance/labor cost of doing business right now is very high.
However, let us know what your organization has to offer, and we can exchange services.
Friends/Family/Sponsor discounts? Yes, as long as you are a customer and have rented from us the current year and share and support our company posts and page, we are ready to give a discount.
HOW DO I MAKE A RESERVATION AND HOW FAR IN ADVANCE DO I NEED TO MAKE ONE?
Reservations are made through email at jumpwithroxy08.2018@gmail.com or text 9032754410 (We respond quicker to text). At the time of reservation, an estimate will be sent via email, you must click the green accept button on your estimate as well as the required non-refundable booking deposit fee using Venmo app @Roxana-Rodriguez-52, Cash app $RdzRox, or cash/check. Once the estimate is sent out, you must respond to the estimate no later than 48 hours. After 48 hours the estimate will be canceled, and inflatable will be marked as available for possible leasing. (ESTIMATE MUST BE ACCEPTED AND THE BOOKING DEPOSIT MUST BE MADE TO SECURE RENTAL. - ESTIMATE WILL BE CANCELED IF WE DO NOT HEAR FROM YOU IN THE NEXT 24 HOURS) If you wish to cancel your reservation you can do so by text or email and the 10% non-refundable booking fee will be kept on file for 1 year and during that time frame you can reschedule the event. If raining you will receive your deposit back 3-5 business days. Please contact us early for best availability. During the spring, summer, and fall months items book quickly.
(If we cancel any estimate, we do not mean any harm or disrespect. We simply follow our booking process. We our thankful for every single client because you guys keep this business going. We love every single one of you and apologize to anyone if any discomfort is given off by us. Our number one goal is satisfaction to our clients.)
DO YOU REQUIRE A DEPOSIT AND WHAT IS YOUR PAYMENT POLICY?
Yes, a non-refundable booking fee deposit using either one of these phone apps; Cash app or Venmo app or as well as Cash, is required at booking in order to secure a rental. The balance due on your account needs to be paid the day before event. If you are paying with cash, it will be collected at delivery the day of your event before set up.
WHICH PAYMENT METHODS DO YOU ACCEPT?
-Credit Cards (taxes will be collected)
-Cash app or Venmo app (taxes will be collected
or
-Cash (No Taxes)
-Checks only allowed from Schools or Churches
WHAT IF THE INFLATABLE GETS DAMAGED? WHAT IS YOUR POLICY FOR DAMAGED PRODUCTS?
Our inflatables are very durable and will hold up well under normal use. The customer however, is responsible for any damage to the Inflatable caused by but not limited to; overloading or allowing individuals in excess of weight limits on or in the inflatable, silly string, face paint, gum, food or drink, dirt, shoes, or punctures caused by sharp objects such as jewelry, buttons with pins, pet damage, etc… Damage charges will be based upon the cost and or value of inflatable plus any lost business. In addition if any inflatable, not designated for wet use, is found wet at pick up time (for other than weather related causes) the customer will be charged for set up, drying and re-rolling expenses at a flat rate of $75.00 These additional charges will be automatically billed as part of the balance due.
WHAT IS YOUR RAIN/BAD WEATHER POLICY?
We understand that weather can change quickly, and since we do not claim to be able to predict the weather or have any control over weather, we utilize the following NO HASSLE Weather Policy: During periods of severe weather conditions (i.e. 50% chances of rain, heavy rain, high winds, etc.), for safety reason we reserve the right to cancel your reservations. On the day of your rental, if weather conditions are predicted to be adverse, we may give you the option of accepting delivery or not. If the rental is ultimately cancelled, you will get the chance to reschedule using the same non-refundable booking fee. Give us at least a 14 day notice so we can check availability. On the other hand, if we agree to deliver and you decide to accept delivery, there will be no refunds or credits issued regardless of how long you were able to use the inflatable! Please NOTE: If the inflatable gets wet everyone must exit until the rain stops and the unit is dried if the unit is a dry unit. THE INFLATABLE MUST NOT BE USED WHEN WET IF UNIT IS DRY UNIT or WHEN WINDS ARE 20 MPH OR MORE or exceed the manufactures guidelines. Once wet, inflatables becomes very slippery and dangerous. Once the rain stops you can dry the unit with towels. Once dry the inflatable will be safe to use.
WHAT TIME WILL THE DELIVERY CREW ARRIVE TO SET UP MY EQUIPMENT? WHAT TIME WILL THEY PICK UP?
We start our deliveries at 7:30am and work through until all deliveries are completed. Your rental will begin and end at your contracted time, regardless of how early our crew sets up or how late they take the unit down. Someone legally responsible must be at the address to accept delivery, pay any balance due, and show us where to set up the equipment. If our crew arrives, and no one is there, they will not set up your inflatable. A person does not have to be present at the reserved area If;
- a full payment has been submitted
-waiver was sent back to our email
-specific instructions are left with delivery crew as to where the inflatable is to be set up (for example: a photo with a mark or a cone left out where you would like inflatable installed) when our crew is setting up.
(please text 903.275.4410 to discuss this with Roxy).
Please be advised that our crews are on a timed schedule and must leave to continue their route. We must strictly enforce this policy so we are able to reach all customers by the contracted time. Typically, we will call you the day before and give you an anticipated delivery window of time, however, please understand that due to traffic conditions, unexpected delays with earlier setups and other unanticipated events, our delivery time is just an estimate. If we are running substantially late we will make every effort to contact you and advise you of such. Ultimately, you are guaranteed the minimum number of hours of fun that you have reserved, weather providing. We will pick up the equipment sometime after the listed end time on your rental agreement. You are responsible for the equipment until we pick up. For all outdoor setups we always try to arrange for pickup prior to it getting dark, so our crew can properly inspect and clean the equipment, and get home at a reasonable hour themselves if you need it after hours just let us know so we can schedule out our crew for next day pick up. you can keep an extra day for 50% off on second day rental.
HOW LATE CAN YOU PICK UP THE INFLATABLE?
We will pick up the equipment as close to the listed end time on your rental agreement as possible. Depending upon the day , pickup could be exactly at that time or up to several hours later. Our latest end time varies by the season and the amount of daylight hours. We always strive to complete pickups prior to darkness, so that: 1) our crew can properly inspect/Clean the equipment 2) no equipment is accidentally left behind and 3) our crew can work safely and arrive home at a reasonable hour themselves. if you need to keep equipment over night please let us know and we can try to rearrange our pick up crew schedule on time. Ultimately you are responsible for the equipment until we pick up.
CAN I KEEP THE INFLATABLE OVERNIGHT?
Maybe. We try not to but depending on weather for that day or night. Unless we absolutely can not get to you at a reasonably hour all equipment will be picked up by our crew that same day as it was set up. Scheduling an overnight rental subjects our inflatables to dew, moisture and mildew, excessive wear and tear, and conflicts with delivery schedules for the following day. Although we have many requests for this, we pride ourselves on the excellent condition of our equipment and will not consider such requests.
WHAT IS YOUR SAFETY POLICY?
Each item that you rent from us at Jump with Roxy, we provide a hard copy set of printed operational guidelines and safety rules. These printed guidelines and safety rules will accompany the rental agreement that you must sign. Please read all these guidelines and safety rules and familiarize yourself with them. If you have any questions or if you do not receive these guidelines and rules please call our office and we will provide them. Return the signed rental agreement but KEEP the operational guidelines and safety rules as a reference for your rental. Ultimately you are responsible for the safety of all those using our equipment while it is in your possession. We take safety very seriously. You should too. Persons not following the safety rules should be immediately instructed to exit the inflatable.