TERMS AND CONDITIONS
Virtuoso Parties long form version 01-2022
1.1. “we”, “us”, “our” and “Virtuoso Parties” refers to Virtuoso Parties Pte Ltd and its employees, delivery partners and independent contractors. “you” and “your” refers to the customer.
1.2. “customer” refers to the person or company who purchased our products and services, and/or the receiver of our products and services as the case may be.
1.3. “event” refers to your celebration/party/function for which our products and services have been employed.
2.1. By engaging the services of Virtuoso Parties Pte Ltd, you agree to our terms and conditions set out on our internet site for the performance of our products and services on behalf of you and/or anyone else who has an interest in our products or the performance of our services.
3.1. All orders must be paid in advance at the point of confirming your order. We do not accept deposits, partial payments or cash on delivery as our deliveries and decoration services may be carried out by a third party who are not responsible for the collection of balance of payment.
3.2. Payment can be made via bank transfer to our UEN: 201633683K.
4.1. Services and Charges
4.1.1. Virtuoso Parties offer island-wide delivery with the exclusion of restricted areas but not limited to Free Trade Zones, Jurong Island and other offshore islands. You agree to pay our delivery charges according to the delivery window that you have selected without withholding, deduction, counterclaim or set-off.
4.1.2. Your orders should be made at least 24 hours in advance of your delivery time slot. Any urgent or last minute orders will be subjected to our availability and may incur additional delivery surcharge.
4.1.3. Due to the nature of balloons that will deflate gradually over time, your balloons will only be prepared closer to the time of your selected delivery window. We offer 2 delivery options between 10am – 6pm daily:
Delivery requests outside these time slots will be at prevailing market rate.
4.2. Combined Orders
4.2.1. Combined orders are only applicable for add-on orders made by you on two or more separate occasions, but are required to be delivered together to the same location for a specific event.
4.2.2. You may combine two or more separate orders to be delivered together provided your final order is made at least 24 hours before your original delivery time slot.
4.2.3. Your total combined order must not exceed the maximum quantity allowed in one delivery.
4.2.4. Strictly no combining of regular orders with promotional packages that already comes with free delivery.
4.2.5. Please contact our Customer Service and quote all your order numbers that you want to combine.
4.3. Additional Delivery Surcharge
4.3.1. Additional Delivery Surcharge will apply under the following circumstances:
• Peak hours
• Before/after office hours
• Central Business District (CBD)
• Sentosa Island
• Public holidays
• High Demand surcharge imposed by our delivery partner
4.4. Receiving your Delivery
4.4.1. Delivery to residential addresses will be sent directly to your unit or function room (if requested). Delivery to government buildings (e.g. schools), commercial buildings (e.g. hotels, shopping malls, office/industrial buildings) and hospitals will be handed over at the main drop-off point, lobby or loading bay area.
4.4.2. Please ensure that a recipient is present at the time of delivery to receive the items or that the reception/concierge has already been informed and agreed to receive the items on your behalf.
4.5. Leaving at Doorstep
4.5.1. In the event that no recipient is present to receive the items and/or there is no reception/concierge available, we will attempt to contact you or the recipient to obtain permission to leave the items at the doorstep. In the event that neither you nor your recipient is contactable after 10 minutes, we will attempt to secure your items at the doorstep to the best of our ability.
4.5.2. Please note that neither Virtuoso Parties nor our delivery partner will be held responsible for any loss or damage to your items that are left unsupervised at your doorstep.
4.6. Waiting Time
4.6.1. Requesting for our delivery partner to wait for you or your recipient to return to the delivery address is not recommended as our delivery partner may have other orders to fulfill.
4.6.2. By default a 10 minutes grace period is given. Thereafter a SGD$5.00 surcharge will be imposed for every additional 15 minutes block of waiting time subjected to our delivery partner’s availability to wait.
4.6.3. You may compensate our delivery partner directly for the waiting time agreed upon. Alternatively, we propose leaving at doorstep as the next best option (refer to clause 4.5).
4.7. Return Trip
4.7.1. Arrangement for a return trip at a later time will not be possible as our delivery partners are contracted and will need to free up space in their vehicle to fulfill other orders. Hence we propose leaving at doorstep as the next best option (refer to clause 4.5).
4.8.1. Redirection to an alternative address will incur additional charges according to prevailing delivery rates and subjected to the availability of our delivery partner. In the event that the initial delivery partner is unable to fulfill the redirection request, another delivery partner may be activated to fulfill the order. In which case, your items may be left at the doorstep of the initial delivery address until the next available delivery partner arrives to collect it (refer to clause 4.5).
4.8.2. Delays are to be expected if another delivery partner cannot be activated in short notice.
4.8.3. You agree to pay us any costs we incur to redirect your order to another address.
4.8.4. Payment for the redirection request must be paid in full to Virtuoso Parties before the redirection can be activated.
4.9. Ambiguous or Inaccessible Address
4.9.1. We do not deliver to ambiguous locations without a proper address (e.g. in the middle of a park) or to locations that are inaccessible by vehicle such as a chalet or a barbeque pit in East Coast Park, or to a location in Sentosa (e.g. Siloso Beach) which is only accessible by foot and would require our delivery partner to walk outdoors for more than a distance of 100 meters.
5. SELF COLLECTION
5.1. Self-collection can only be made at 50 Bukit Batok East Avenue 5, Singapore 659801.
5.2. To allow sufficient time for processing, your order should be paid in full and reach us at least 24 hours before your collection time.
5.3. An acknowledgement of your order will be sent to you either by instant messaging, email or through the channel that you have placed your order.
5.4. Please quote your order number upon collection.
5.5. For any discrepancies or exchange required, please return to our self-collection address to re-collect or make the exchange.
5.6. As inflated balloons can be bulky, it is your responsibility to ensure that there is sufficient space in your vehicle to load and transport your order. Virtuoso Parties will not be responsible to make alternative delivery arrangements for you in the event that your vehicle cannot accommodate your entire order.
6. DECORATION SERVICE
6.1. Decoration service implies to the setup of one of our decoration packages at your location of choice by our Mobile Decorator(s).
6.2. Decoration service to the following locations will incur the respective surcharges:
• Hotels (including chalets): SGD$10
• Commercial Buildings (including offices, industrial buildings and shopping malls): SGD$10
• Central Business District (CBD): SGD$10
• Marina Bay Sands Hotel (MBS): SGD$20
6.3. Virtuoso Parties reserves the right to refuse service of the proposed setup location if we deem the location to be unsuitable or unsafe for the well-being of our staff, contractors and your guests (if applicable).
6.4. Our Mobile Decorator(s) are only responsible to setup the items that you have purchased from our decoration package. Our Mobile Decorator(s) are not responsible to setup decoration items that you have brought to the setup location.
6.5. Our Mobile Decorator(s) are not responsible to help you move/shift any heavy furniture or fixtures in order to make space for the setup.
6.6. Please ensure that your location of choice for the decoration service is ready before for our Mobile Decorator(s) arrive to perform the setup.
6.7. In the event your location of choice is not ready at the agreed time of the setup, our Mobile Decorator(s) will wait up to a grace period of 15 minutes. Thereafter a SGD$15.00 surcharge will be imposed for every additional 30 minutes block of waiting time up to a maximum of 1 hour. You may compensate our Mobile Decorator(s) directly for the waiting time agreed upon.
6.8. If your location of choice is still not ready after the 1 hour waiting time is up, our Mobile Decorator(s) may at their discretion hand over the items to you and provide basic instructions for you to self decorate as they may have other orders to fulfil. You would still have to compensate our Mobile Decorator(s) for the waiting time and no refunds will be entertained.
7. DAMAGED / MISSING / INCORRECT ITEMS
7.1. We will assume that your order was received in full and in good condition unless your receiver has noted any damaged/missing/incorrect items and reported it to our delivery partner/customer service upon receipt.
7.2. As a balloon service provider, our products and services are considered consumables that have diminishing value and/or purpose to you over time (i.e. towards the end of your event, or after your event has ended). Hence any damaged/missing/incorrect item(s) must be reported to us immediately upon receipt.
7.3. We will attempt to provide an exchange or re-delivery as a first priority to remedy a damaged/missing/incorrect item situation. If time or resources do not permit, we will initiate a refund instead (refer to clause 9).
7.4. Any damaged/incorrect item(s) must be returned to us upon exchange of the correct item(s).
7.5. We are not obliged to act on any claim or refund for damaged/missing item(s) that are reported to us after your order has been delivered/self-collected as we would not be able to ascertain when and how the damaged/missing item(s) might have occurred.
8. CANCELLATION / EXCHANGE POLICY
8.1. Cancellation Policy
8.1.1. Orders may be cancelled via phone or text with the following conditions:
• Orders cancelled at least 48 hours in advance to your fulfilment date will receive a 70% refund.
• Orders cancelled within 48 hours to your fulfilment date will receive no refund.
8.1.2. These cancellation conditions are set for the following reasons:
• We may have already processed and/or prepared your order.
• We may have procured additional items to fulfil your order.
• We may have already customized your order.
• We may have booked a third party agent to fulfil your order (E.g. Delivery/Decoration service)
8.2. Exchange Policy
8.2.1. Exchange request may be made via phone or text and must reach us at least 48 hours in advance to your fulfilment date.
8.2.2. Exchange request can only be made for items or similar value or higher subject to availability. There is no refund if the replacement item is of lower value than the original item.
8.2.3. Exchange for items or higher value will only be processed after you have made the balance of payment.
8.2.4. No exchange/refund will be allowed under the following conditions:
• Orders placed within 48 hours
• After your balloons have been inflated
• When your balloons are delivered to your delivery address in good condition
• When your balloons are collected by you or your appointed driver in good condition
• For pre-orders and/or customised items
• For all sale and promotional items
8.2.5. Please be reminded that balloons are sensitive to temperature changes, friction, strong wind and sharp objects. Virtuoso Parties will take the necessary steps to ensure that your balloon(s) are prepared safely for transportation. Despite our best efforts, some balloons may be damaged during transportation. This can be expected for orders with large quantity of latex balloons (e.g. more than 20 latex balloons). No exchange/refund will be entertained for such orders if 10% or less of these latex balloons are damaged during transportation.
8.2.6. Some shrinkage can be expected during transportation but this does not qualify for an exchange/refund.
8.2.7. For orders inclusive of a centrepiece balloon(s) such as a foil, bubble or extra large latex balloon (e.g. Gender Review), exchange/refund will only be allowed if the centrepiece balloon(s) is damaged before it was handed over to you.
8.2.8. For the reason listed in clause 7.5, no exchange/refund will be entertained if these balloons were still in good condition when;
• it was collected by you or your appointed driver (i.e. Self Collection);
• it was delivered to you by our delivery partner.
8.3.1. Orders may be rescheduled to any date up to 6 months from your original fulfilment date via phone or text with the following conditions:
• Rescheduling requests must be made at least 48 hours in advance to your fulfilment date.
• Rescheduling requests made with less than 48 hours to your fulfilment date will incur a 30% rescheduling fee.
• Rescheduling to a different location may incur additional surcharge if applicable (refer to clause 4.3).
9. REFUND POLICY
9.1. Refunds will be processed within 48 hours after your cancellation request has been received or after our investigation has been completed for damaged/missing/incorrect items, and subjected to the conditions listed in our Cancellation/Exchange policy.
9.2. Refunds will be made in part according to the specific number and type of balloon(s) that were damaged/missing/incorrect in your order, and not for the entirety of your order.
9.3. Full refunds will only be permitted if your entire order was damaged/missing/incorrect, or in the event of a failed delivery that could not fulfil the requirements for an exchange, with the exception of events outside our control (refer to clause 13).
9.4. Cancellation requests do not qualify for a full refund (refer to clause 7.1).
10.1. All product photos are for illustrative purposes only. Actual colours may vary from the product photos, and may also vary from PC/Mobile/Tablet’s screen due to monitor colour settings and limitations.
11.1. By using our services, you agree to defend, indemnify and hold harmless against Virtuoso Parties Pte Ltd for any damages, loss, awards or costs. This includes reasonable attorneys’ fees, resulting from any 3rd party claim, action, or demand related in any way to the use of our services.
12. EXCLUSION AND LIMITS OF LIABILITY
12.1. In no event shall we, our employees, contractors or suppliers be liable for any loss of income, loss of profit, loss of markets, loss of reputation, loss of customers, loss of use, loss of goodwill or loss of an opportunity even if we had knowledge that such damages or loss might arise from any indirect, incidental, economic, special or consequential damages or loss howsoever arising from the use of our products and services, including without limitation breach of contract, negligence, wilful act or default.
12.2. Your sole and exclusive remedy (if applicable) is limited to the exchange or refund of our products and services.
13. EVENTS OUTSIDE OUR CONTROL
13.1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations towards you that is caused by events outside our reasonable control (“Force Majeure Event”).
13.2. A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:
• strikes, lock-outs or other industrial action;
• civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
• acts of god (including but not limited to) fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
• criminal acts of third parties such as theft and arson
• impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
• impossibility of the use of public or private telecommunications networks; or
• the acts, decrees, legislation, regulations or restrictions of any government.
13.3. Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
14. LAW AND JURISDICTION
14.1. The Law of Singapore will govern the contracts for the purchase of products and services through our site. Any dispute arising from, or related to, such Contracts shall be subject to the non-exclusive jurisdiction of the Courts of The Republic of Singapore.