Terms & Conditions

1. About These Terms

These Terms & Conditions ("Terms") govern all orders placed through apexballoonsandevents.com.au ("the Website") with Apex Balloons and Events (ABN 42 429 771 795), based in Kings Langley, NSW ("we", "us", "our"). By placing an order you agree to these Terms.

2. Orders & Payment

All prices shown on the Website are in Australian dollars and include GST where applicable. An order is only confirmed once payment has been successfully processed through our payment provider, Stripe. Orders require a minimum lead time of 3 days and can be booked up to 3 months in advance. The price displayed and charged at checkout is the price payable; we do not alter pricing after an order is confirmed except where you request a change under Section 12.

3. Custom & Personalised Products

Many of our products include personalised wording, names, numbers or messages that you provide at checkout. You are responsible for checking the spelling, names, numbers and wording you submit: we reproduce exactly what is entered. We will reproduce your requested wording as closely as reasonably possible. If a request cannot technically be produced exactly as entered (for example, due to balloon size, available letter/number sets, or design constraints), we will make reasonable efforts to contact you to confirm an alternative. If we are unable to reach you in time to fulfil your order, we will create the closest practical version of your request.

We may decline to produce any personalised wording or design that is racially offensive, unlawful, or otherwise illegal.

4. Product Images, Colours & Handmade Variations

Product photos on the Website are a guide only. Because our balloons are handmade to order, screen displays and manufacturing batches can cause minor colour or finish variations between what you see online and what is delivered. These minor, reasonable variations do not constitute a fault.

5. Product Availability & Substitutions

Occasionally a requested colour or product may become unavailable after you order. If this happens, we will try to contact you to agree on an alternative. If we cannot reach you in time to fulfil your order, we will use the closest suitable available shade or product of a similar style and equal or greater value. Where reasonably possible, we avoid substitutions that would materially change your order.

6. Balloon Care, Helium & Hi-Float

Hi-Float is a professional treatment applied to latex balloons that extends float time; it does not guarantee an exact lifespan. How long your balloons float depends on factors outside our control once delivered or collected, including temperature, humidity, direct sunlight, altitude and handling. See our Balloon Care page for full care guidance.

Once your order has been successfully delivered (including left at the door under Section 9) or collected in good condition, responsibility for the balloons' ongoing care passes to you.

7. Balloon Safety

• Balloons are not toys. Latex balloons and small parts are a choking hazard for young children and pets; adult supervision is required at all times.
• Keep balloons away from open flames, heaters and other heat sources.
• Helium balloons should not be released outdoors: this is a litter and wildlife hazard and may be against local regulations.
• Dispose of balloons responsibly once finished with; do not release them into the environment.

8. Delivery

We deliver across Sydney and the Hills District, up to 40 km from our Kings Langley base. Delivery fees are calculated by distance at checkout, with free delivery on orders over the advertised threshold. You choose a 1-hour delivery window (9 am–10 pm) when booking. We aim to arrive within your chosen window but cannot guarantee an exact time due to traffic and other conditions outside our control.

Booking Timeslots. Selecting a delivery or collection timeslot does not reserve that timeslot. Timeslots are confirmed only once checkout and payment are successfully completed. Availability may change while you are completing your order. If your selected timeslot becomes unavailable before payment, you will need to choose another available timeslot.

9. Recipient Details & Authority to Leave

You are responsible for providing a correct delivery address, access instructions and recipient details. At checkout you choose whether we should meet the recipient at the door or leave the order in a safe spot ("leave at door"). If you select leave at door, once the order has been left at the specified location, responsibility for its condition and safekeeping passes to you and the recipient.

10. Failed Delivery & Redelivery

If delivery cannot be completed because of an incorrect address, no safe place to leave the order, or no one available where "meet at door" was selected, we will attempt to contact you. Where the failed delivery is caused by incorrect or incomplete information you provided, or access was not available as arranged, a new delivery fee will apply before we redeliver. Where a failed delivery is caused by us, no redelivery fee will apply.

11. Collection Orders

Collection orders must be collected at the agreed time from our Kings Langley location (the full address is provided after payment). If you do not collect at the agreed time, we will try to contact you. Because balloons are a perishable, event-specific product, we cannot guarantee their condition or float time beyond the scheduled collection time, and uncollected orders are not automatically refundable. Any eventual disposal of an uncollected order remains subject to applicable NSW law. You are responsible for bringing a vehicle suitable for safely transporting your order. Once collected in good condition, any damage occurring during your own transport is your responsibility.

12. Order Changes & Rescheduling

Changes to your order (including date, time, address, or switching between delivery and collection) are only possible if requested more than 7 full calendar days before your fulfilment date, and are always subject to availability. We are not able to accommodate changes requested 7 days or less before delivery/collection.

Switching between collection and delivery more than 7 days out is possible subject to availability and any applicable delivery-cost difference. If an approved change reduces the order total, the difference is refunded to your original payment method through Stripe. If an approved change increases the order total, the additional amount must be paid before the change is confirmed.

All change and cancellation requests must be made by email to apexballoonsandevents@gmail.com.

13. Cancellations & Change of Mind

Because our products are made to order, our cancellation policy is:

• More than 7 full calendar days before your delivery/collection date: eligible for a full refund, processed through Stripe.
• 7 days or less before your delivery/collection date: cancellations for change of mind are non-refundable, as production and materials are already committed.

This policy does not limit any right you have under the Australian Consumer Law that cannot be excluded, restricted or modified (see Section 17).

14. Faulty, Damaged or Incorrect Orders

If your order arrives faulty, significantly different from what was ordered, or damaged due to our handling before delivery or collection, please contact us at apexballoonsandevents@gmail.com as soon as possible with photos where relevant. We will work with you to put things right in line with your rights under the Australian Consumer Law.

15. Customer Responsibilities

• Provide an accurate delivery/collection address and contact details.
• Check personalised wording, names, numbers and colours carefully before submitting your order.
• Be available (or ensure someone is available) during your chosen delivery window.
• Handle and store balloons appropriately once received; see Section 6 and our Balloon Care page.

16. Events Outside Our Reasonable Control

We are not liable for delays or failures caused by events outside our reasonable control, including severe weather, road closures, natural disasters, or public health orders. Where such an event affects your order, we will contact you to reschedule at no extra charge; if rescheduling is not possible, a full refund will be provided.

17. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) that cannot lawfully be excluded, restricted or modified. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

18. Photography & Marketing

We may photograph completed balloon orders for use on our website, portfolio and social media. We will not intentionally include identifiable people, houses or property details, street numbers, addresses, or other private customer information in these photos without your permission. If you would prefer your order not be photographed, please let us know when ordering.

19. Website Content & Intellectual Property

All content on the Website (including text, images, logos and designs) is owned by or licensed to Apex Balloons and Events and may not be copied or reused without our permission.

20. Governing Law & Contact

These Terms are governed by the laws of New South Wales, Australia. For any questions about these Terms, or to request an order change or cancellation, contact us at:

Apex Balloons and Events
ABN 42 429 771 795
Kings Langley, NSW
apexballoonsandevents@gmail.com