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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.

Important: If you do not understand anything in these terms and conditions, disagree, or have any questions, please ask us before you accept these terms and conditions.

Equipment Hire Instructions


WAREHOUSE:  28 Barrier St. Fyshwick ACT

Please note, to provide the highest level of public safety, our warehouse is not open to the public every day. We are now a delivery-only service, all orders must be made online or over the phone.

We host open days on the second Saturday of each month from 9am to 12pm to welcome our Canberra & Queanbeyan customers to safely view equipment before placing an order. Open day dates and info can be found on our home page and social media.


Transport, insurance and service area: 
We have full public liability, workers comp and business insurances for equipment, staff and operations in Canberra and Queanbeyan.
We deliver and hire to Canberra / Queanbeyan metro and residential areas only.
This includes all Canberra suburbs and Queanbeyan/Karabar/Jerrabombera metro and residential areas.
We do not hire to outside the metro area or support any equipment taken outside of the metro area. Emailing, calling, begging or placing an out of area order will not change this.
Our equipment must not be taken outside of Canberra or Queanbeyan.


Note: All of our bookings are made via our online store www.mchughhire.com
We also use the same system and pricing for phone bookings.  When you place your order, we'll call you within 24 hours to confirm your order (weekdays).

Please feel free to call or email us WE'RE HERE TO HELP!

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

 

EQUIPMENT TRANSPORT & RECEIVING 

All of your equipment is checked and tested twice before we pack your order. The first time is when we receive it back from the previous hirer and the second time is when we pack your order. It is your responsibility to check the equipment a third time when receiving the equipment, this step eliminates any disappointment and post-hire disputes. 

Regular delivery run times:
     • Between 9am - 12pm Monday to Friday
     • Between 12pm - 3pm Monday to Friday

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 the highest priority when allocating stock and equipment (first in best dressed).

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, your driver will call you early Monday morning with an ETA. If you need your equipment collected at a certain time, please arrange special transport with us.

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. Our staff can make alterations if required (please let us know before delivery).


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


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

$300 Minimum Order - we are an online wholesale, delivery only service. Please note, our booking system will not process orders with less than $300 of equipment in the cart.

You must be over 18 to hire at McHugh Hire. Under 18's must have a parent or guardian hire, accept responsibility and adhere to the hire conditions on this page and instructions (click to view).

A booking is not confirmed and no equipment is being held 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 we can release any equipment.

Full balance payment must be made on or before the hire date.
Payments can be made with EFTPOS, bank transfer (BSB - 082356 ACCOUNT - 980145263), PayID transfer (PayID: PayID@mchughhire.com) or cash.
We have EFTPOS facilities in all of our trucks. Pre-payments can also be made by calling our office.

For credit card down-payments, we'll call you and process your payment over the phone when we call you to confirm your booking. Your down payment will be deducted from the invoice total when paying the balance.

Cancellation fees apply and increase as the event date approaches. This measure ensures more equipment is available for those who will use it.

Any equipment or service ordered and then cancelled/postponed inside of 60 days will attract a cancellation fee:
     • 0% outside of 60 days of your hire date (no charge).
     • 30% within 60 days of your hire date.
     • 50% within 14 days of your hire date.
     • 100% within 3 days of your hire date.

This includes events cancelled/postponed for any reason including weather, disasters, death, pandemics etc. Event cancellation insurance is available from insurance providers such as Entertainment Insurance, JLT, OzPrize & Weather Insurance, CHUBB, Talbot Underwriting, Able Underwriting and more.

Please do not call to dispute any cancellation fees after confirming the hire agreement for any reason.

Upon delivery or pickup, we require a bond as security for the equipment. The bond is taken as a hotel-style credit card pre-authorisation imprint that allows us to charge for any loss, repair, extra hire, cleaning or damage after the hire. A $10 verification amount will be pending on your statement to verify a legitimate card.

Any costs to McHugh Hire incurred from recovering overdue equipment or money is fully payable by the hirer. This includes legal costs, debt collection costs, and equipment recovery service costs.


CLEANING


Cleaning options are available most equipment (see product pages). This allows you to clean the equipment yourself or you can pay us to do it. If equipment comes back dirty we will add the cleaning option to those items.

If you have elected to wash food and beverage equipment items yourself, they must be properly cleaned and ready for us to sterilise. If you have elected for McHugh Hire to clean your F&B hire items they must have all waste removed, ready for our machine washers.

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

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



TROUBLESHOOTING PROCEDURE


Faulty / incorrect equipment:
Please call us on 6162 1662 first, as we can troubleshoot the fastest via a phone call. For out of hours calls, you will hear our out of hours mobile number on our answering service.

If you have equipment that is faulty or incorrect on delivery we are happy to replace it for you. YOU MUST CALL US ASAP.

If we are told about faults/damage/loss when the equipment is being returned or via email, we have no opportunity to remedy the fault. In this situation, we can only assume the damage/loss occurred during use or the equipment has been taken out of Canberra/Queanbeyan.

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, time, contact details and any other relevant information is 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
You and all equipment operators need to read 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
 All person(s) in-charge/operating hired equipment must be on-site for delivery so we can show them how to use the equipment. Please also carefully check your order at the time of receiving to ensure your order is correct.

• Don't miss us
We don't want you to miss out! Please provide two phone numbers that will be on-site and contactable on the day. 
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.