IMPORTANT NOTICE STAFF SAFETY
Aggressive, abusive, threatening or unsafe behavior towards our team will not be tolerated. Where reasonably necessary, Mash Events may suspend services, cancel the affected booking and lawfully and safely recover hired props, including before the event starts. Where safe and practical, an opportunity to address the behavior will be provided.
Charges for completed work, delivery and reasonable losses may apply, subject to law. Refunds are assessed without automatic forfeiture. Reasonable complaints, refund requests and contacting regulators are not themselves abusive or threatening behavior. Consumer rights remain protected.
These terms cover styling, planning, coordination, balloon and floral installations, signage, custom products, prop and equipment hire, delivery, setup and collection by [19 658 998 102], trading as Mash Event Stylist and Mash Events (we, us or Mash). You means the customer named in the booking. Contact: [insert monitored email and business contact address]. Business days exclude weekends and NSW public holidays.
1. Consumer rights
Nothing in these terms limits rights or remedies that cannot lawfully be excluded under Australian Consumer Law or other applicable law. We will supply goods and services with the care, skill, safety and conformity required by law.
These rights also apply to discounted packages, custom goods, agreed complimentary inclusions and credit bookings. Change-of-mind rules are separate from remedies for a failure by Mash.
2. How the agreement is recorded
Your agreement includes the accepted quote, invoice, Event Schedule, approved designs, these terms provided before booking and later agreed changes. You may accept by signing, written approval or paying the booking payment after receiving the agreement.
Please read these documents, check inclusions, quantities, colours, dates and times, and promptly report discrepancies before approval or payment. Ask about anything unclear. Both parties are responsible for checking details and confirming corrections.
Specific agreed booking details take priority over general terms; later agreed changes override earlier descriptions. Email and WhatsApp may record agreements. We will confirm telephone agreements in writing. Silence alone does not accept a change.
Choosing not to read terms properly provided before booking does not, by itself, release you from agreed obligations. We will clearly explain material conditions that may disadvantage you before you commit. Nothing in this agreement limits your statutory rights.
3. Quotes confirmation and payments
Quotes remain open for 48 hours unless stated otherwise. A date is secured only when we accept the booking and receive the stated booking payment. An enquiry or form alone does not reserve it.
Your quote will state payments, due dates, payment methods, bond, hire period and all known compulsory charges, including applicable minimum order, delivery and late-night charges. Prices are in Australian dollars, including GST where applicable.
Unless the accepted quote says otherwise, the balance is due on delivery before installation is completed. Arrange advance payment if unavailable. We provide payment receipts, including for cash. Before suspending work for overdue payment, we will give notice and a reasonable opportunity to pay, taking event timing into account. Section 12 governs cancellation charges.
4. Package pricing and refunds
Packages are quoted at one combined price for the agreed inclusions, rather than separately priced items. Standalone hire prices and supplier costs may differ from their value within a package. Any legally required itemised bill will accurately explain how the price was calculated and reconcile with the agreed total.
Changes to inclusions or prices require agreement. Unapproved extras are not chargeable, and later breakdowns do not change agreed inclusions.
We do not offer refunds, exchanges or credits solely for a change of mind after supply as agreed, including sale, clearance, promotional and discounted packages. Charges for correctly supplied items and services remain payable. Cancellations before supply are covered by Section 12.
Missing items and problems with quality, description, safety or performance will be addressed under Australian Consumer Law. Use, event completion or discounts do not remove consumer rights. Refunds are not automatically limited to supplier cost. Extras will not offset a refund without your express agreement or another lawful basis.
5. Inclusions reference images and design approval
We do not offer exact replicas of another stylist’s work or AI-generated images. These references guide the theme, colours and overall style. Your setup will reflect Mash’s styling, the agreed budget, venue conditions and confirmed inclusions. We will explain material differences before booking.
The Event Schedule will confirm relevant quantities, sizes, colours, wording, floral and balloon coverage, backdrops, lighting, plinths, cut-outs, signs and stands. Signboards and stands will be listed separately.
Mock-ups illustrate the proposed concept. Any fees, revision limits and booking credits will be disclosed before charging. Please check names, dates, sizes and placement before approval.
Reasonable visual variations do not permit omission of agreed items. Material substitutions require agreement. Design approval does not excuse our later errors or limit your Australian Consumer Law rights.
6. Planning procedures and client information
Our procedures bring instructions together to support accurate preparation and smooth delivery. We may decline a booking before acceptance if a client is unwilling to follow reasonable booking procedures that have been clearly explained. Once a booking is accepted, any suspension or cancellation of services will follow the requirements outlined in this section and Section 12, subject to applicable law.
The Event Details Form accompanies your invoice. Complete it promptly, adding outstanding information once confirmed, by the stated deadline. We normally send reminders 21 days before the event and five business days beforehand, with additional requests where needed. Short-notice bookings follow an agreed timetable. You remain responsible for meeting deadlines without repeated follow-ups.
Complete all relevant fields, including details previously discussed, and attach agreed references and requested files. Provide accurate event, venue, access, collection and design information. Contact us about unclear or inapplicable questions.
If Booking Form information changes, promptly resubmit it and notify us. Changes to agreed dates, venue, timing, inclusions or price require written agreement and remain subject to availability.
We will check submitted information against agreed booking records. If essential information is unavailable or inconsistent, we will explain what is required, provide a reasonable deadline and warn of likely consequences. We may pause affected preparation or, after written warning, cancel affected services only where the issue materially prevents safe or timely delivery and no reasonable alternative is available. An incomplete form alone does not justify cancellation where the necessary information is already available to us.
Any cancellation deductions must reflect reasonable, lawful costs and losses under Section 12, with any balance owing refunded. Responsibility for delays or costs depends on their actual cause and each party’s contribution. Additional charges require a lawful basis and prior agreement. Australian Consumer Law rights remain unaffected.
7. Tables chairs and table finishes
The Event Schedule will distinguish furniture arrangement, covers and runners, centerpieces, place settings and planning or coordination. Moving tables and chairs, placing customer crockery and cutlery, catering and general cleaning are excluded unless agreed. Planning and coordination cover only agreed responsibilities. We remain responsible for work we supply.
We will confirm table numbers and sizes, cover material, color and finish, runner material and color, and centerpiece type, quantity and scale. Plastic is not fabric. Material limits on opacity, fit or finish will be explained before approval; agreed samples remain relevant.
Tell us about layouts, children and sightline requirements. We will use reasonable care in placement and agree work order and table-ready times where others depend on our work. Tables may need to be ready before overall styling completion.
8. Complimentary items and staffing
Agreed complimentary items will be listed by quantity and description. If unavailable, we will notify you and discuss a solution. Free inclusions still carry obligations. Unrequested extras do not replace agreed items without approval.
Mash determines crew numbers, personnel and work allocation according to the booking’s requirements. Unless expressly agreed in writing, no particular staff member or crew size is guaranteed. We may use suitably skilled employees or contractors and make reasonable staffing changes while remaining responsible for delivering the agreed services with due care and skill.
9. Venue access parking and surfaces
Before booking, disclose access and completion times, stairs, lifts, ramps, unloading distances, parking restrictions and venue rules. Arrange venue permission and a reachable venue contact. Our delivery van requires a minimum recommended overhead clearance of 3.0 meters for safe access, including parking areas and loading zones. Vehicle access requirements will be confirmed where necessary.
You need not reserve unrestricted public street parking. We will assess street-parking access with you and agree lawful unloading alternatives where needed. Do not obstruct traffic or reserve spaces unlawfully.
We will check that installation fits the available access window. Earlier access requires venue and customer agreement; additional venue costs require your prior approval.
Disclose known uneven floors, carpet, slopes, fixing restrictions, grass and outdoor exposure. We remain responsible for assessing safety and suitable supports. If the agreed result cannot safely be achieved, we will discuss relocation, modification or another appropriate solution.
10. Delivery installation timing and collection
Your Event Schedule will confirm access, arrival windows, installation completion, guest arrival and collection times, including any earlier table-ready deadline. A 10–11 am arrival window means arrival within that hour, not completion by 11 am.
We may request flexibility with delivery, collection or access, including courtesy requests for extra installation time close to the event. Changes require your agreement and venue approval where relevant. Declining does not breach the agreement; existing times remain unless changes are confirmed.
Where needed, we may coordinate directly with your venue for extra delivery or collection time, temporary prop relocation or storage, so you do not need to manage these arrangements. These arrangements will not reduce your bond. Additional charges or changes affecting your event, agreed setup or venue obligations require your prior approval.
Unexpected circumstances outside our reasonable control may affect timing. We will promptly notify your nominated contact, explain the impact and reasonably minimise disruption. Lead and backup contacts will be provided.
If access or customer information differs materially from the agreement, we will discuss practical options. Additional charges must be lawful, reasonable and agreed beforehand.
Installation is complete when agreed tasks and safety checks are finished. We will record completion and outstanding items and offer a reasonable inspection opportunity. Photos, payment or use alone do not establish completion or waive concerns.
Responsibility for delays depends on their cause and each party’s contribution. This clause does not automatically extend deadlines, excuse inadequate planning or staffing, or limit Australian Consumer Law rights.
11. Cakes food and other suppliers
For hygiene and food-safety reasons, our team does not handle, move or position cakes, food or catering equipment. Please arrange this with your caterer, cake supplier or nominated person. We will coordinate the agreed time for the plinth or display area to be ready.
Guest place settings are excluded unless expressly included in your booking.
Guests and other suppliers must consult our lead before moving secured props or installations. Guest assistance is not required to complete our booked work.
Other suppliers remain responsible for their own services. Mash remains responsible for its work and any subcontracted services it supplies. Any additional assistance we agree to provide must be safe and carried out with reasonable care.
12. Changes cancellation and postponement
Request changes in writing. New dates depend on availability, and changes to services or prices require written agreement.
The 25% booking fee is non-refundable for client change-of-mind cancellations, subject to applicable law. It forms part of your total booking price and contributes towards reserving your event date, administration, planning, preparation and booking-related commitments. Once your booking is confirmed, we reserve the agreed date for you and may decline other enquiries for that date.
The booking fee is intended to reasonably compensate Mash for these commitments and cancellation-related losses. We may retain it to the extent reasonable and lawful, considering work completed, non-recoverable commitments, lost booking opportunities, costs saved and replacement bookings.
Any further cancellation charges must be reasonable, lawful and disclosed before booking. We will explain deductions, count the booking fee towards these charges, avoid double recovery and refund any balance legally owing.
We may offer credit at our discretion after considering your explanation, including cancellations within 28 days. Credit is not guaranteed; availability, expiry and use conditions will be confirmed in writing.
If we cancel, legally required refunds apply. Weather, venue closure and events beyond reasonable control are assessed individually. Credit cannot replace a legally required refund without your agreement. Australian Consumer Law rights remain unaffected.
13. Outdoor conditions equipment and safe use
Outdoor bookings require suitable shelter or an agreed wet-weather alternative. Follow our care instructions and protect hired items from rain, water and misuse.
If rain is forecast or begins, promptly move portable items we have identified as safe to move into the agreed sheltered area, following our instructions. Contact us for assistance with backdrops, secured installations or electrical items; do not move these yourself unless specifically authorized and safe.
You are responsible for reasonable repair or replacement costs to the extent damage results from failing to follow reasonable protection instructions, accounting for age and condition. This excludes damage caused by our unsuitable installation, instructions or negligence.
Hire items may show disclosed minor wear but must remain safe, functional and as agreed. Do not climb on or alter installations. Supervise children, keep balloons and fragments away from young children, and report hazards promptly.
Weather-related changes and remedies are assessed under the agreement and applicable law. Australian Consumer Law rights remain unaffected.
14. Hire transport cleaning and collection
Your invoice states hire and return times; standard hire is a maximum of three days unless agreed otherwise. For customer collection, provide suitable transport and secure and protect the load. We may refuse unsafe loading. Each party remains responsible for its own acts and omissions.
Collection will allow time for pack-down before the venue deadline. Keep items accessible. We will advise you promptly of our delays; resulting extra costs are not automatically yours.
Follow item-specific cleaning instructions; ordinarily use a soft damp cloth without soaking or harsh chemicals. Extra cleaning, late-return or repeat-collection charges must be reasonable and disclosed before booking or separately agreed. No automatic double hire charge or undisclosed fee applies.
15. Bond return and deductions
The bond and due date will be disclosed before booking. Provide verified refund details through the form or our monitored email. We will record either, clarify uncertainties and promptly request missing details.
We will return the undisputed balance within three to five NSW business days after collection or return, subject to lawful deductions and usable refund details. Where reasonably possible, we will explain missing-detail delays before the deadline and pay promptly once details arrive. Weekly payment cycles do not automatically justify delay.
Custom name signs, face cut-outs and other personalized items made for your event are yours to keep unless identified as hire items. Please take them when leaving the venue. If you ask us to dispose of them, or leave them for disposal, a reasonable disposal charge may apply only where its amount or calculation was disclosed and agreed before booking. Any deduction from your bond will be explained and supported.
Deductions require a lawful basis, reasonable evidence and an explanation. You are responsible to the extent damage or loss is caused by you or people under your control, excluding fair wear, pre-existing defects and Mash’s conduct. Assessments account for age and condition. A service dispute alone does not justify withholding the bond.
16. Concerns complaints and remedies
Please inspect the setup when reasonably possible and promptly report visible concerns to our onsite lead, backup contact or invoice email, preferably before guests arrive. Give us a reasonable opportunity to investigate and correct issues where practical.
We do not offer refunds solely for a change of mind after items or services have been supplied as agreed. Charges for correctly supplied work remain payable, subject to applicable law.
For unresolved concerns, provide your booking reference, details of the issue, supporting evidence where available and the resolution sought. We aim to acknowledge complaints within two business days and respond substantively within ten, with updates if more time is needed.
We will consider the agreement, evidence from both parties, timing of notification and opportunity to resolve the issue. Any remedy will reflect the actual failure and applicable law; a complaint does not automatically entitle you to a full refund.
Payment, use of the setup or not complaining on the day does not automatically waive consumer rights. Nothing in this clause restricts lawful complaints, independent advice or dispute resolution.
17. Conduct liability and contract updates
The opening staff safety notice applies to all booking communications, installation and collection. Suspension or withdrawal must be proportionate and lawful.
Each party is responsible to the extent loss results from its breach, negligence or other legally actionable conduct. We do not exclude non-excludable rights or require you to cover our negligence. Unlawful or unenforceable provisions are severed where possible without affecting the rest; this does not authorise reliance on unfair terms.
NSW and applicable Commonwealth law govern, without restricting lawful access to courts, tribunals or regulators. We may update these terms on our website for future bookings, showing the effective date. Existing bookings keep their agreed terms unless both parties agree otherwise or the law requires a change.
18. Privacy and Photography
We collect and use personal information only as reasonably necessary to manage bookings, communicate with clients, deliver services and meet our legal obligations. Personal information is handled securely and lawfully in accordance with our separate Privacy Policy.
Mash Event Stylist may photograph or record completed decorations, installations and hired items for business records, quality assurance and documenting the condition of our work, subject to applicable privacy laws and venue restrictions.
We may use photographs of our styling work for our website, portfolio and social media marketing where we have the necessary permissions and legal basis to do so. We will seek appropriate permission before publishing images that identify clients, guests or children. We will respect agreed photography restrictions and applicable copyright requirements.
Marketing consent is optional. Refusing consent does not affect your booking or the services provided.
Our Privacy Policy explains how personal information, photographs, identification documents and booking records are collected, stored, shared and retained.