FAQs
We’ve answered some of the most common questions below to make things easier for you.
If there’s something else you’d like to know, please get in touch.
General Booking & Payment
Q: How far ahead should I make my reservation?
A: We recommend booking as early as possible, especially during school holidays and public holiday long weekends. This ensures you can secure the equipment you need for a stress-free experience.
Q: Can you recommend equipment for different accommodation types?
A: Yes! We can suggest appropriate equipment based on:
- Accommodation type
- Available space
- Length of stay
- Children’s ages
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, plus Apple Pay and Google Pay for convenient mobile payments. All transactions are processed in AUD through our secure payment system.
Q: When do I need to pay for my booking?
A: Full payment is required at the time of booking to secure your reservation. This includes the rental items, delivery fees (if applicable), and 2% service fee. All prices are in AUD.
Q: What is the service fee?
A: A 2% service fee applies to all bookings to cover insurance, processing, and administrative costs. The exact amount is displayed before payment.
Rental Periods & Pricing
Q: How do you calculate rental days?
A: Each day you have the equipment counts as one day. For example, if you receive equipment Monday evening and return it Monday morning, this counts as 8 days.
Q: Is there a minimum rental period?
A: No minimum rental period applies.
Q: Do you offer long-term rental discounts?
A: Yes! We offer progressive discounts:
21+ days: 30% off (Discounts don’t apply to delivery fees)
1-7 days: Daily rate
8-14 days: 10% off
15-21 days: 20% off
Modifications & Cancellations
Q: How do I modify my reservation?
A: Email support@tinytravelerandpartyhire.com.au at least 48 hours before your booking starts. We can help with adding/removing items, changing dates, or updating delivery details.
Q: What’s your cancellation policy?
A: Standard Bookings (Under 14 days):
- 7+ days notice: Full refund
- 3-7 days notice: 75% refund
- 24-72 hours notice: 50% refund
- Less than 24 hours: No refund
Long-term Rentals (14+ days):
Less than 72 hours: No refund
14+ days notice: Full refund
7-14 days notice: 75% refund
3-7 days notice: 50% refund
Delivery Information
Q: Where do you deliver?
A: We service Melbourne and surrounding areas within 150km
Q: How much does delivery cost?
A: Delivery fees are calculated based on your distance from us and will be shown during booking.
Q: What’s included in the delivery fee?
A: Delivery fees include delivery, setup of most items (excluding safety gates), and collection at the end of your rental.
Q: Do you offer contactless delivery?
A: Yes, we offer contactless delivery when there’s a safe, secure place to leave items that’s undercover.
Q: Can you deliver to hotels or holiday accommodation?
A: Yes! We regularly deliver to hotels, serviced apartments, and holiday rentals/Air Bnbs. Please provide:
- The name it’s been booked under
- Check-in/out times
- Any special access instructions if it’s Airbnb (please note that a lot of Air bnbs will require us to deliver directly to you unless you have organised with the Host to give us access or on some occasions will meet us for you)
Q: What about airport coordination?
A: We can coordinate with your flight arrival/departure. In case of delays, please provide your flight number so we can track your arrival. If your arrival is outside our normal operating hours please reach out before booking to discuss availability.
Q: How do you handle flight delays?
A: We monitor flight arrivals and can adjust delivery times. Please provide flight details when booking.
Equipment Care & Safety
Cleaning & Maintenance
Q: How do you ensure equipment cleanliness?
A: All items undergo a thorough two-stage cleaning process:
- Clean and sanitise after each return
- Additional inspection and cleaning before next delivery. We use only organic and/or non-toxic products.
Q: What if I return equipment very dirty?
A: Additional cleaning fees ($20 per item) apply for:
- Excessive dirt
- Food stains
- Nappy accidents
- Smoke odor
Q: What if I return equipment broken or its stolen?
A: If broken or lost and needs replacing you will be charged the fair market price to replace it.
Q: How do you handle equipment expiry dates or recalls?
A: Our system automatically tracks and removes expired items. This is the same for any recalled products. All equipment meets current Australian safety standards.
Insurance
Q: Do you have insurance?
A: Yes, all bookings include up to $10,000,000 AUD liability insurance.
Car Seats & Installation
Car Seat Services
Q: Do you provide professional installation?
A: Yes! Our team is qualified with:
- CRFPIA301 (Information and advice certification)
- CRFPRL302 (Installation certification) Add the Car Seat Service to your booking for professional installation.
Q: What’s involved in professional installation?
A: Our service includes:
- Proper installation and securing
- Safety check
- Usage demonstration
- Adjustment instructions
- Documentation
Q: What car seats can you install?
A: The rules we follow:
- Car seats need to meet Australian Safety Standards
- Car seats must not be expired
- If turning seat from rear to forward facing the child must be 12 months old and meet the height requirements.
Car Seat Safety
Q: What are the age requirements for different seats?
A: Australian requirements:
Over 7: Booster or adult belt
Under 12 months: Rearward-facing
12 months-4 years: Rearward or forward-facing with harness provided they meet the height indicators
4-7 years: Forward-facing with harness or booster provided they meet the height indicators
Party Hire
Party Equipment
Q: What party equipment do you offer?
A: We provide:
- Soft play equipment/ Ball pits/ Slide/ Mats & Gates
- Bouncy Ride on Toys
- Party Table & Chairs
- High Chairs
Q: How much space is needed?
A: Space requirements vary by package, we offer Small, Medium or Large. If we know how big the space is we can tailor it to suit. Our small package fits perfectly in even the smallest of lounge rooms.
Party Bookings
Q: How long are party hire periods?
A: Standard party hire is 4-5 hours. Extended hire available for:
- All-day events
- Weekend parties
- Multiple day events
Q: Do you offer party packages?
A: Yes! We offer:
- Small Package (up to 8 children)
- Medium Package (up to 12 children)
- Large Package (up to 15 children) Custom packages available for specific needs.
Setup & Pack Down
Q: Who handles setup and pack down?
A: Our team manages complete setup and pack down, including:
- Equipment positioning
- Safety checks
- Cleanliness verification
- Space optimisation
Q: Can you set up the day before?
A: Yes, early setup is available subject to availability.
Q: What are the Rules to use the Soft Play equipment
A: Within the Soft Play Zone the rules are no shoes on, no food or drinks allowed, no face paint or Glitter on the children and no sharp objects.
Group & Business Bookings
Q: Do you offer Business Groups or playgroup bookings?
A: We offer special rates for regular group bookings and can create custom equipment packages for group needs.