Fees, Bond & Care Policy

1. Booking Payment

 

A booking is confirmed once full payment has been received. For larger or extended bookings, partial payment arrangements may be approved at our discretion.

 

2. Delivery & Collection Service

 

Delivery, setup and collection are available across selected service areas.

 

Delivery & Collection Service fees are calculated based on:

• location

• accessibility

• parking availability

• travel distance

• booking requirements

 

Pricing may vary depending on the exact delivery address provided. Bookings above selected minimum values may qualify for complimentary delivery within standard service areas.

 

3. Security Bond

 

A refundable security bond is required prior to delivery.

 

The bond amount varies depending on:

• bundle type

• booking duration

• equipment value

• order size

 

Bonds are used solely to cover:

• loss

• theft

• excessive cleaning

• significant damage

• missing items

 

Bond refunds are processed within 5 business days, once all items have been returned, inspected, and confirmed to be in acceptable condition.

 

4. Cleaning Expectations

 

All items are professionally cleaned, sanitised, and safety-checked before each booking. We kindly ask that items are returned in reasonably clean condition.

 

5. Additional Cleaning Fees

 

Additional cleaning fees may apply for items returned with:

• excessive food residue

• stains

• mould

• sand

• pet hair

• strong odours

• smoke exposure

• bodily fluids requiring deep sanitisation

 

Minor everyday use is completely understood and expected.

 

6. Damages & Missing Items

 

Customers are responsible for all hired equipment throughout the duration of the booking period, from delivery until collection has been completed by BEBE HAVEN.

 

Additional charges may apply for:

• damaged items

• broken or cracked components

• torn fabrics or mesh

• stains requiring professional treatment

• missing accessories or parts

• lost items

• excessive misuse

• irreparable damage beyond normal wear and tear

 

Examples may include, but is not limited to:

• damaged frames or wheels

• broken clips, straps, or buckles

• water damage to electronic items

• heavily stained mattresses or fabrics

• missing chargers, sheets, or accessories

• smoke or strong odour exposure

• pet-related damage

 

Where possible, repair or replacement costs will be charged at reasonable market value, depending on the severity of the damage or loss incurred.

 

BEBE HAVEN reserves the right to deduct applicable charges from the security bond where necessary. In circumstances where damages or losses exceed the bond amount, additional charges may apply.

 

7. Late Returns

 

Please ensure all hired equipment is available for collection at the agreed collection date and time provided by BEBE HAVEN. Late returns may affect incoming bookings and scheduled deliveries for other families. As such, additional charges may apply where equipment is not ready for collection at the arranged time.

 

Additional fees may apply in circumstances including:

• delayed access to the property

• unavailable customers during collection windows

• last-minute collection rescheduling

• equipment not packed or ready for collection

• extended hire periods beyond the confirmed booking dates

 

If you require additional hire time, we kindly ask that you contact us as early as possible. Extension requests are subject to equipment availability and approval. Where possible, we will always do our best to accommodate reasonable changes or delays.

 

8. Cancellations & Rescheduling

 

Cancellation and rescheduling requests should be made as early as possible.

 

Cancellations

• More than 48 hours before the scheduled delivery date: Full refund.

• Within 48 hours of the scheduled delivery date: 70% refund of the total order.

• Within 24 hours of the scheduled delivery date: 50% refund of the total order.

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Delivery fees will be refunded in full if delivery has not yet commenced. Please allow up to 5 business days for refunds to be processed.

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Rescheduling

• More than 48 hours before the scheduled delivery date: No rescheduling fee applies.

• Within 48 hours of the scheduled delivery date: Rescheduling requests may be accommodated subject to equipment availability.

• Within 24 hours of scheduled delivery date: A scheduling fee of $30 may apply to cover administration, preparation and delivery scheduling costs.

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Rescheduled bookings must be used within 6 months of the original booking date unless otherwise approved by BEBE HAVEN.

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Approved refunds, credits, or rescheduling requests remain at the discretion of BEBE HAVEN and are assessed based on:

• notice period provided

• booking dates

• delivery arrangements already scheduled

• equipment preparation already completed

 

9. Safety Notice

 

All equipment must be used in accordance with manufacturer guidelines, safety instructions, and recommended age or weight limits. Adult supervision is required at all times. By proceeding with a booking, customers acknowledge that they are solely responsible for selecting equipment suitable for their child’s age, size, developmental stage, and individual needs.

 

BEBE HAVEN is not liable for injuries, accidents, damages, or incidents arising from:

• misuse of equipment

• improper assembly or installation by customers

• failure to follow manufacturer instructions

• inadequate supervision

• use outside recommended guidelines

• customer-selected equipment that may not be suitable for their child or intended use

 

Certain accessories and products, including but not limited to pillows, quilts, prams, toys, feeding equipment and sleep-related items, may not be suitable for every child or sleeping environment. Customers are solely responsible for assessing whether hired products are appropriate for their child's age, size, developmental stage, abilities and individual circumstances. By proceeding with a booking, customers acknowledge that they have independently determined the suitability of all selected items and accept full responsibility for their use throughout the hire period.

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10. Product Availability

 

While we aim to provide the exact products, brands and models displayed on our website and promotional materials, availability may occasionally vary due to maintenance, servicing, replacement or unforeseen circumstances.

 

Where necessary, BEBE HAVEN reserves the right to substitute an item with a similar or equivalent product of comparable quality, functionality and safety.

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We are committed to maintaining a premium standard across our hire range, and any substitute provided will always be carefully selected to ensure it meets our quality, safety and performance expectations. Our goal is to ensure your family enjoys the same level of comfort and convenience, regardless of any necessary product substitutions.

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11. Privacy

 

Customer information collected during bookings will be used solely for:

• booking management

• delivery coordination

• customer communication

• payment processing

 

BEBE HAVEN will not sell or intentionally share customer information with unrelated third parties except where required by law or payment providers.

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12. Questions

 

If you have any questions regarding bookings, delivery, or equipment care, please contact our team before confirming your reservation.