Hiring policy

Delivery and checking your phone

We arrange express delivery so your phone arrives at least 4 calendar days before your event. Your account shows your arrival date and tracking once the phone is dispatched. Tell us before booking if you need earlier delivery, are using a remote delivery address, or need delivery to a venue with restricted opening hours.

Provide an accurate, secure delivery address and inspect and test the phone promptly when it arrives. Report missing items, damage or a problem as soon as you can so we have a chance to help before your event. A delay in reporting does not remove your consumer rights. If the phone is late or faulty, we will discuss a suitable remedy; we do not treat a courier delay as automatically being your responsibility.

Returning your phone

Post the phone back within 3 calendar days after your event using the prepaid return label. Your account shows the return deadline. If your local Australia Post lodgement service is closed on that deadline, lodge it on its next opening day. Pack the phone and all supplied accessories securely using the supplied instructions and keep your lodgement receipt.

Contact us promptly if you cannot return it on time. We do not impose an automatic daily late fee. Any extension and its price must be agreed with you in writing. We may seek reasonable, documented direct costs caused by an avoidable late return, but not a punitive fee or speculative future hire income. You are not responsible for postal delays or loss after a properly packed parcel is lodged with the supplied label and proof of lodgement.

Caring for the phone

The phone remains our property and is hired for your confirmed event. Keep it dry, stable and away from excessive heat, rain and drinks. Follow the supplied charging, setup, cleaning and packing instructions. Do not open, modify, repair or sub-hire the phone. Contact us if you need help.

The phone records locally without Wi-Fi or a phone line. Battery runtime and recording capacity depend on the equipment and use; follow the supplied instructions and make a test recording. We do not promise an untested battery runtime or unlimited recording duration or storage.

Cancellations and refunds

For a change-of-mind cancellation before your event received at least 30 calendar days before the event, we refund the hire price in full. Exactly 30 days qualifies. With less than 30 calendar days’ notice, we refund the hire price less reasonable, documented costs we cannot recover, with the total deduction capped at 50% of the hire price. This is a maximum, not a fixed cancellation fee. We reduce the deduction for costs saved and amounts recovered by rebooking the phone.

Once the hire has been supplied, this change-of-mind refund does not apply to the supplied hire. Any undelivered vinyl is dealt with separately under the pressed vinyl policy. Your rights for faulty equipment, a service failure or another legal entitlement are unaffected.

Ask us to cancel using the contact details on your booking confirmation or our contact page. The date we receive your request is used, even if we reply later. We confirm the calculation and initiate any refund within 5 business days; your payment provider may take longer to return the funds. Refunds go to the original payment method. These change-of-mind rules do not limit any refund, cancellation or compensation rights you have under Australian Consumer Law.

Changing your booking

Before dispatch, date and colour changes have no administration fee and depend on availability. We explain any price difference before you agree and refund a reduction in price. If the requested change is unavailable, you may keep your existing booking or cancel under the cancellation policy.

After dispatch, contact us before changing your plans or returning the phone. We will explain what is practical and quote any reasonable extra postage or agreed extension costs before you accept a change. A change is confirmed only when we agree it with you in writing.

Damage, missing items and loss

You are responsible for reasonable, documented repair or replacement costs to the extent loss or damage was caused by your misuse, negligence or failure to take reasonable care, including inadequate return packing. You are not responsible for ordinary wear, pre-existing damage, a fault in the phone, our actions, or postal loss after correct packing and lodgement with the supplied label and proof of lodgement.

Charges are limited to the lower of reasonable repair cost and the fair replacement value of the affected item, allowing for its age and condition; a lost item is limited to that fair replacement value. We do not charge speculative future hire income. We provide photos or other evidence and an itemised explanation, give you a reasonable opportunity to dispute it, and invoice any agreed amount separately. We do not automatically debit your payment card for damage.

When recordings are available

We upload phone recordings within 14 calendar days of receiving the returned phone. We will contact you promptly if there is a problem with the recordings or a delay. Online and dial-in messages appear after they have been received and processed, so you may hear them before the phone is returned. Please tell us before booking if you need recordings for a particular deadline.

Pressed vinyl

You can request pressed vinyl with your booking or contact us afterwards with your booking details. We confirm the price and the recordings, selection and personalisation you approve before production. We dispatch it within 6 weeks after we have your payment, final recordings and approval, whichever is latest. Delivery time is additional.

Before production starts, a change-of-mind cancellation of vinyl is refunded in full. Once production starts with your approval, we deduct only reasonable, documented production costs we cannot recover, up to the vinyl price, and refund the remainder. These rules do not affect your rights if the vinyl is faulty or does not match what was agreed.

Keeping and downloading recordings

Your hire includes online access to your recordings for at least 12 months after your event. After that, we give at least 30 days’ notice by email before ending access or routinely deleting your recordings. There is no automatic renewal charge. Download your messages and keep your own backup; your downloaded copies are yours to keep.

You may delete messages in your account or contact us about deleting your recordings earlier. Deleted messages are removed from your library; they may remain in backups until those backups are replaced. We may retain records where the law requires it. We do not promise indefinite online hosting or recovery of a message you have deleted.

Support and contact

Our support hours are Monday to Friday, 9 am to 5 pm Brisbane time, excluding Queensland public holidays. We reply to enquiries within 2 business days. A business day is a weekday other than a Queensland public holiday. If your event is imminent or your phone is not working, include your event date and booking details so we can prioritise the enquiry; round-the-clock or immediate support is not guaranteed.

Problems, cancellations by us and your consumer rights

Your rights under Australian Consumer Law apply in addition to these terms and cannot be excluded by them. Depending on the problem, you may be entitled to repair, replacement, refund, cancellation or compensation. No cancellation charge or other clause in these terms takes away those rights.

If we cannot provide your booked hire, you may choose a suitable alternative we offer or a full refund for the hire we cannot provide. We do not force you to accept a credit. If circumstances outside either party’s control affect the event, we will discuss rescheduling or a fair refund, taking account of services supplied, reasonable unrecoverable costs and your legal rights.

Contact us first with your booking details and the outcome you want. We will explain our proposed remedy and any refund or cost calculation. Nothing in these terms makes our decision final or prevents you from contacting your state or territory consumer protection agency or seeking another remedy.