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CUSTOMER SERVICE & CONDITIONS

We require all customers to read our customer service (this) page and our Equipment Hire Instructions to help you understand how our service works and also for important tips and safety info to ensure your hire goes smoothly.

Equipment Hire Instructions


WAREHOUSE / SHOWROOM:  28 Barrier St. Fyshwick ACT
We're at the Bunnings end of Barrier St. up the driveway between Canberra Mower Centre and Pioneer Kitchens (behind Canberra Pools), opposite side of the road to Super Toyworld.

Store trading hours: 
     • 8.30am - 4.30pm Monday-Friday
     • 9am-1pm Saturday
     • Closed Sunday

Note: All of our bookings are made via our online store www.mchughhire.com
We also use this system for phone and in-store bookings.  If you place an order online we'll call you within 24 hours to confirm your order (weekdays).

Please feel free to drop into our Fyshwick store, call us, or email WE'RE HERE TO HELP!

Ph: 6162 1662. Please call after hours for emergencies only. 

 

EQUIPMENT TRANSPORT

Delivery and pickup are available for all bookings over $250. All equipment that requires McHugh Hire to transport, must have the transport option selected on each product's web page.

Regular delivery run times:
     • Between 8am - 11am Monday to Friday
     • Between 2pm - 5pm Monday to Thursday & Between 1pm - 5pm Friday
     • Between 6am - 11am on Saturday

Special delivery and pickup times are also available for time sensitive and out of hours transport (extra charge applies), you will be prompted with these options during checkout. Special transport must be booked well in advance of your booking date to ensure staff are available.

If you place an order within 24 hours of your hire date please phone us on 6162 1662 and we'll tell you if we can fill your order based on stock and equipment available. All orders can be filled with minimal lead time, subject to stock availability (but obviously the more notice you give us the better). Customers who give us the most notice will always be given highest priority when allocating stock and equipment (first in best dressed).

Transport service area: 
We deliver to Canberra and Queanbeyan metro areas.
We can do out of area deliveries and pickups. There is a maximum 50km distance point to point, measured from parliament house using google maps fastest route.
Out of town transport is charged at $2/km point to point (each trip).
Example: Poachers Pantry fastest route on google maps is 30km. So delivery only (one way) would cost $60. Delivery and collection would be $120.

To ensure swift delivery of your equipment, please ensure access is as easy and safe for our drivers as possible. This means clearing driveways for our trucks to unload, clearing walkways and pre-planning of where you want your equipment to be placed. These easy steps help to keep our prices as low as possible.

All equipment must be dry and packed away, at an under-cover loading area, ready for our drivers to pick up after the event.
 
Weekend equipment pickups are on Mondays (excluding public holidays). Equipment is collected when the truck goes through your area, we'll call you between 7-8am with an ETA. If you need your equipment collected at a certain time, please arrange special transport with us.

If you choose to transport the equipment yourself, you are required to wrap our equipment in packing blankets and secure the equipment (ratchet straps etc) to avoid damage during transport. Our staff may be able to assist, however, all responsibility for the packing and transport of the equipment is yours if you choose to transport the equipment yourself.

 

USING THE ONLINE BOOKING SYSTEM

To log in when visiting our website just click Login or My Account at the top of every page, and then enter your e-mail address and password. When you log in to your account, you will be able to do the following:

     • Proceed through checkout faster when making a purchase
     • View past orders
     • Make changes to your account information
     • Change your password
     • Create and store your own custom wishlist
     • Click to compare products
     • Store alternative addresses
     • You cannot change an existing order online, please call or email us if you need to change an order.
     • Re-order previous bookings

To view more info on a product, click on the products picture or title when in search or category view. In this view, you will be able to select specific options for each product to tailor it to your needs. You will also notice we offer a 50% discount for extra days, you can select the days required here also. An overnight hire is considered a one day hire.

 

QUOTES, DOWN-PAYMENT, HOLDING BOND, CONFIRMED BOOKINGS AND CANCELLATIONS:

All quotes are valid for 30 days. If the quote is updated all prices for all products in the quote will be updated with the current pricing.

A booking is not confirmed until a 30% down-payment has been paid. We also require a return email or an in-store signature confirming you have read the relevant instructions, conditions and safety information before you can receive your equipment.

If an order is updated, all of the pricing for all items will be updated to reflect the current pricing.

We process your payment over the phone using a credit card when we call you to confirm your booking (or in-store cash/card). Your down payment will be deducted from the total cost when paying the balance.

Your 30% downpayment is  non-refundable. We do not take tentative bookings, this measure ensures equipment is available for those who will use it.

All equipment ordered and then cancelled will attract a cancellation fee:

     • 30% for equipment cancelled more than 7 days from your hire date.
     • 50% for equipment cancelled within 7 days of your hire date.
     • 100% for equipment cancelled within 2 days of your hire date.

Upon delivery or pickup, we require a $200 holding bond (cash or card), for orders over $1000 we require a 20% bond. Credit card bonds use a hotel style pre-authorisation system that freezes the funds in your account, then releases them upon return of equipment. The pre-authorised amount must be available on the card to work. Releasing card pre-authorisations can take from 2-4 days depending on your bank, if this creates an issue for you, we recommend leaving a cash bond.  After your event, any charges for loss, repair, cleaning or damage are to be paid by the hirer. 

A cleaning charge will be applied to any equipment that is returned wet and requires drying.

All food and beverage related equipment must be rinsed before return. This means rinsing for all dinnerware, glassware, and crockery so it is ready for our washers. If you have elected to wash the items yourself they must be properly cleaned and ready for us to sterilise.

For food machines etc they must be rinsed where appropriate and/or wiped out, ready for us to clean and/or sterilise, depending on your cleaning options selected online. The cleaning options selected are reflected in your order email.  If any F&B equipment does not come back rinsed/wiped /rubbish removed the cleaning fee will be doubled as it poses health risks to our staff and is extremely hard to clean items with baked on food.

Please make sure you read our Equipment Hire Instructions for specific item user information, safety information, cleaning and care information.

Any costs to McHugh Hire incurred from recovering overdue equipment or money will be payable by the customer. This includes legal costs, debt recovery costs, and equipment recovery service costs.

Please note many of our items contain GPS tracking units to prevent theft and to recover stolen equipment. This includes all of our expensive equipment and random lower cost items. If you are using the equipment in a high-security area, please check that these transmitters won't be a problem on site. 

 

PAYMENT

McHugh Hire accepts the following payment options:
     • Cash
     • PayID bank transfer - PayID name: bookings@mchughhire.com
     • Credit Card - Mastercard, Visa
     • EFTPOS

We also have mobile EFTPOS terminals in our trucks, vans, and utes for credit card and EFTPOS payment on delivery. 

 

TROUBLESHOOTING PROCEDURE

Faulty / incorrect equipment:
Please call us on 6162 1662 first, as we can troubleshoot most problems over the phone.

If you have equipment that is faulty or incorrect we are happy to replace it for you. You must tell us ASAP. If we are told about faults when the equipment is being returned, we can only assume the damage occured during use.

If your order is a 'customer to transport' order, the equipment can be swapped at our Fyshwick store. 
For a 'McHugh Hire to transport' order, we will bring you a replacement. 

All equipment must be checked at the time of receiving and operated (if machine etc) as early as possible. We are unlikely to do an after-hours call out for an issue that could have been identified during business hours.

 

TIPS FOR SUCCESS 

• Nominate one person for making or altering a booking
Your event will run much smoother with one person in charge of equipment bookings and logistics.

• Limit order changes
To avoid confusion, have a clear plan before booking. Limiting changes will make it easier for you to plan your booking and easier for us to process your order. If you can't remember what instructions you gave us, feel free to check with us before the event.

• Details are everything!
Check the address, date and time are all correct. Please also check delivery vehicle access and equipment required for the job have been organised before delivery.

• Payment tips
Please have your payment for your remaining balance and bond ready on the day. If you won't personally be on site for delivery you can organise for the receiver to pay or call us for pre-payment options. 

• Read up
Have a good read of the instructions page and get to know how your booked equipment works before you get it. Some items need pre-event preparation and some equipment can be damaged or not work if the instructions aren't followed.

• Successful equipment receiving
 The person that needs to know how the equipment works should collect the equipment (or be there for delivery) so we can tell them how to use the equipment. Please also carefully check your order at the time of receiving to check your order is correct.

• Don't miss us
We don't want you to miss out! Please provide two phone numbers that will be contactable on the day. 
For deliveries -  If we arrive and you're not on-site and not contactable, in most cases we won't have time to come back and re-deliver. You can request a phone call before delivery if required.
For store pickups - please see our store opening hours to avoid arriving out of hours for collection.