FEATURE WALLS GROUP · VERSION 1 · 1 OCTOBER 2026

Terms &
conditions.

Terms for backdrop hire, purchased feature walls, media walls and venue fit-outs. Please keep a copy of the terms and your written booking or project specification.

1. Who we are

Feature Walls Group provides feature walls and media walls for homes and businesses, complete bar, restaurant and hotel fit-outs, and event backwalls to hire or buy.

Trading name: Feature Walls Group
Business and complaints address: Unit 4, Jurassic Business Park, Carlisle, CA2 5XH
Email: hello@featurewallsgroup.co.uk
Telephone: 0800 865 4043

2. Your agreement and specification

Your agreement consists of the version of these terms supplied before booking, your accepted quote or order and any written changes agreed by both parties. We will confirm the product, dates, specification, total price or calculation method, delivery arrangements and payment schedule. An enquiry alone does not reserve dates or instruct work.

Design visuals illustrate possibilities. Colours, measurements, materials, accessories and any supplied signage must be agreed in the specification. Images do not mean that every accessory shown is included. We will obtain your agreement before a material substitution.

3. Hire prices and deposit

Hire is charged for each selected calendar day, including the first and last day. The Halo is £395 per day; The Bloom, The Fizz, The Shimmer and The Love Story are £240 per day; The Grande and The Moonbeam are £320 per day; The Enchanted and The Level Up are £360 per day. Bespoke designs and unpriced products require a quote.

The optional flowers package is £150 per hire, or £80 for The Enchanted. Flowers are not offered for The Level Up. Balloon upgrades are £140 for The Moonbeam (Oh Baby), The Enchanted and The Level Up. Each upgrade is charged once per hire, rather than per day. Card hire checkout takes a 25% deposit on the selected hire and styling total. Klarna is available for eligible personal wall purchases paid in full, subject to approval. It is not offered for hire bookings. Delivery and the £80 installation and takedown charge are included in the total booking cost and paid with the remaining balance; they are not included in the 25% deposit calculation. The deposit is credited towards your bill. Square processes card payments; we do not store your full card number.

Hire delivery: Free within Carlisle city; £150 elsewhere in Cumbria; £200 in Lancashire and the North East; £300 in Greater Manchester and Liverpool; £350 in North/West Yorkshire and Cheshire. Delivery is charged once per hire. Installation and takedown together cost £80 per hire in every location, including Carlisle. These are one-off charges per hire, not per day. Select the correct venue area when booking; the address will be checked with you before delivery. Any correction to the area or charge requires your agreement before the booking is changed. Displayed consumer prices include any applicable taxes. The full outstanding hire balance, including agreed delivery, setup, collection and extras, must be received no later than the calendar day before the first hire date. We will contact you beforehand to arrange payment and confirm the necessary final arrangements, venue access and agreed times. Payment remains your responsibility even if you have not received a reminder. For bookings made on or after that deadline, full payment is required before delivery.

A successful deposit payment reserves the selected backdrop and dates. A payment awaiting confirmation must be checked using the booking reference before another payment is attempted. If you cancel, we retain the deposit towards our reasonable cancellation loss, subject to the cancellation rights and limits in section 6.

3A. Refundable hire security deposit

A separate £150 refundable security deposit per hire booking is due the day before hire, in addition to the full hire price. We initiate the refund within 3 working days of collection following inspection where no deductions apply; bank processing time is additional. Fair wear and tear, existing damage, product defects and damage caused by us are excluded.

This applies to new hire bookings accepted under these terms from 26 October 2026. Existing agreed bookings are not changed retrospectively. The £150 is held as security and is not a hire charge, booking deposit or part of a Klarna repayment plan. It is not included in the 25% booking-deposit calculation. We arrange payment separately before delivery and record receipt separately from hire payments.

Deductions are limited to reasonable evidenced loss for which you are responsible under section 5, including customer-caused damage, missing items or excessive cleaning. Within 3 working days of collection we provide written notice, photographs and an itemised cost or estimate of any proposed deduction. You may dispute it. Any undisputed balance is refunded within that period; any retained amount is resolved promptly and excess refunded once actual costs are known. We do not charge twice for the same loss. The deposit is not a cap on liability for larger properly evidenced losses. No damage charge is taken automatically from your card.

If the booking is cancelled before equipment is handed over, the security deposit is returned in full; any lawful booking-cancellation charge is dealt with separately. Refunds are normally made to the original payment method. Nothing limits your statutory rights.

4. Delivery, access and collection

Please provide accurate venue details, an onsite contact, agreed delivery and collection windows, parking and loading information, and details of stairs, lifts, narrow doors or restricted access. Obtain the venue’s permission and advise us of any setup restrictions.

The setup area must be suitable, stable and clear, with any required electrical supply available. Outdoor use must be agreed in advance, including shelter, weather limits and securing arrangements. We will not install or operate equipment where doing so would be unsafe.

If access differs materially from what was agreed, we will discuss the options and any reasonable additional cost before proceeding. Delivery, setup, hire and collection times stated in your written confirmation are final and must be adhered to by both parties. Changes require written agreement in advance. Please have the venue accessible and the hired items ready for collection at those times. Hire ends at the agreed collection time. Extensions require our agreement; any reasonable extra hire or waiting costs must be explained and agreed in advance, rather than imposed as an automatic penalty.

5. Safe use and care of hired items

Follow the operating and safety instructions supplied at handover, including any swing or seating capacity and weight limits. Children must be supervised. Do not move, dismantle, climb on or attach items to the backdrop without permission. Keep drinks, flames and heat away from electrical equipment and decorative materials.

Hired items remain our property. Tell us promptly about damage or faults and stop using anything unsafe. At handover, you or your authorised representative must inspect the hired items with us and sign a condition-check form recording any existing defects or damage, with photographs where appropriate. The form will also record the handover time and the safety instructions supplied. We will compare that record with the condition at collection. Signing confirms the condition observed; it does not waive your rights concerning hidden defects or make you responsible for pre-existing damage. You are responsible for loss or damage caused by misuse or failure to take reasonable care, but not fair wear and tear, an existing defect or our own fault. Damage charges depend on the repair required. We will provide photographs and an itemised repair estimate or invoice covering reasonable labour and materials. If an item cannot reasonably be repaired, any replacement charge will reflect its value immediately before the damage, allowing for age and condition. We will not charge for an upgrade or recover the same loss twice. You may dispute a charge and ask us to review the evidence. No damage charge is taken automatically from your card.

6. Cancellation and date changes

Contact us as soon as possible, giving your booking reference. Email is useful for a record, but you may use any clear statement to exercise a statutory cancellation right. You may use the cancellation form below; it is optional.

Where a consumer has a statutory cooling-off right, it takes priority. Eligible service contracts agreed online, by phone or away from our premises generally allow cancellation within 14 days after the contract is made. Different rules apply to sales of goods, described below. We will explain any applicable exception before the contract is made; a fixed event date will not by itself be treated as a blanket waiver.

We will not begin a service during a statutory cancellation period without your express request. If you request an early start and then cancel, you may owe a proportionate amount for services supplied, where the law permits. Losing a cancellation right through full performance requires the legally necessary consent and acknowledgement; payment alone does not provide these.

If you cancel a hire booking outside an applicable statutory cancellation right, the 25% deposit will be retained towards our reasonable net loss from reserving and preparing the hire. Retention is limited to losses directly caused by your cancellation, after costs saved and income from replacement bookings. We will take reasonable steps to reduce the loss, explain the calculation and refund any part of the deposit above that loss. Statutory refunds and refunds when we cannot fulfil the booking still apply. We will not recover the same loss twice; any charge beyond the deposit must be justified and consistent with the agreed contract.

Date changes depend on availability. We will confirm any price difference or reasonable cost before you accept a change. If we miss the agreed hire date or cannot provide your agreed hire on that date, we will give you a full refund of all money paid to us for that hire, including the deposit and any delivery, setup or styling charges. You do not have to accept an alternative date or product. For other work we cannot provide, you can choose an agreed alternative or receive a refund for what we cannot supply. These refunds do not reduce any other legal remedy. We will notify you promptly of delays and discuss your options.

7. Purchased and bespoke goods

Your accepted order will specify the product, measurements, finishes, price and delivery date. We will ask you to approve personalised details before manufacture. Changes after approval may affect cost or timing; neither will change without agreement.

For eligible consumer goods bought online or away from our premises, you can normally cancel until 14 days after delivery and then have 14 days to return them. We will refund within the legally required period, including the standard outward delivery charge where applicable. We may wait for the returned goods or evidence of return where permitted.

Goods made to your specifications or clearly personalised can be exempt from change-of-mind cancellation. We will identify that exemption before you order. Choosing an ordinary stock option does not automatically make a product bespoke. Faulty, unsafe or misdescribed goods remain subject to your statutory rights.

Return arrangements and any return cost for large items will be disclosed before purchase. If we have not disclosed a required consumer return charge, we will not impose it retrospectively. We are responsible for goods until they reach you, except where the law provides otherwise for a carrier you appoint independently.

8. Media walls, feature walls and venue fit-outs

These projects require an accepted written scope covering dimensions, materials, finishes, installation, any electrical or specialist work, exclusions, timetable and staged payments. Hire deposit terms do not automatically apply to building or fit-out projects.

You must have authority to approve work at the property. We will agree responsibility for permissions and any relevant approvals before work begins. Specialist work must be carried out by appropriately competent people. We will discuss unforeseen conditions or requested extras and obtain approval for additional cost and time before proceeding.

We will use reasonable care and skill. Completion checks and any outstanding items will be recorded together. Signing a handover does not remove your rights in relation to defects. We will agree reasonable access to inspect and put right problems for which we are responsible.

8A. Estimated lead times, supplier delays and staff illness

Estimated lead times

Quoted production, build, supply, installation and completion lead times are estimates unless a firm or essential date is expressly agreed or required by law. The Halo build lead time is estimated at 8 weeks from order confirmation and approval of the final specification, unless a different starting point is agreed. The order must state the agreed delivery period, including any period longer than the statutory default. Calling a lead time an estimate does not remove delivery obligations or allow indefinite delay.

Supplier delays & staff illness

Timings may be affected by delayed or unavailable supplier materials, transport disruption or unexpected staff illness. We will take reasonable steps to prevent and minimise disruption, including considering suitable alternative supplies or cover where practicable. Material changes to the agreed product require your approval. These events do not automatically excuse delay, and we remain responsible for our own failure to plan reasonably or use reasonable care and skill.

Immediate notice & updates

We will contact you immediately once we become aware that a delay is reasonably likely to affect your order or agreed arrangements. We will explain the cause, affected work, likely impact, revised estimated timing where known and when we will update you again. Any telephone discussion will be confirmed in writing. If the position changes, we will notify you promptly and continue reasonable updates until resolved.

Events outside reasonable control

To the extent permitted by law, we are not responsible for delay directly caused by an event genuinely outside our reasonable control that we could not reasonably have prevented or overcome. Any adjustment to timing is limited to the period reasonably caused by that event and does not automatically increase your price. This does not exclude liability for our own breach or negligence, or remove statutory cancellation, refund or other remedies.

Fixed-date hire & customer remedies

An agreed event hire date remains a fixed commitment. If we cannot supply your agreed hire on that date, you may decline an alternative and receive a full refund of all sums paid for the unprovided booking, including security, delivery, setup and styling charges. For purchases and other work, legal rights to set a reasonable further deadline or cancel for delay remain available, including immediate cancellation where an essential delivery date is missed or delivery is refused, where the law allows. Refunds for unprovided goods or services will be made without undue delay when legally due. No replacement date is imposed on you. These terms do not change existing contracts without agreement.

9. Liability and your rights

We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. Nothing excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be limited. Your statutory rights are not restricted.

We will take reasonable steps to limit disruption caused by events outside our control and keep you informed. Such an event does not allow us to keep money for goods or services we do not provide without a lawful basis. Any separate commercial contract must be agreed before work; consumer cancellation rights apply when you contract as a consumer.

10. Complaints, privacy and disputes

Contact hello@featurewallsgroup.co.uk or 0800 865 4043 with your reference and details of the issue. We will acknowledge your complaint and investigate promptly, explaining the next steps. Where a complaint cannot be resolved, we will provide any legally required information about appropriate dispute-resolution arrangements.

We use your details to quote, fulfil and manage your order, as explained in our privacy information. Changes to website terms will not retrospectively change an existing agreement. Consumers retain any mandatory protections and court rights applicable where they live in the UK.

Optional cancellation form

To: Feature Walls Group, Unit 4, Jurassic Business Park, Carlisle, CA2 5XH, hello@featurewallsgroup.co.uk.

You can copy this text into an email. You do not have to use this form.