Frequently Asked Questions
What happens if I make a booking on the website, and you then advise you no longer have the stock?
This is extremely rare as we manage our website stock, however in this situation we would offer you the closest alternative and if there is any difference in price then this would either be refunded or if more expensive the price would be honoured. If it is your choice to upgrade the hire and there is an increase in price, the difference in price would require payment to confirm the booking. If you did not want the alternative, we would cancel the booking and refund the whole amount within 24 hours via BACS or up to 10 days via card.
I want to make a booking but the date is quite far away, can I pay a deposit or is it full payment?
Dependent on how far away the date is we can offer a 25% deposit to secure the booking which will be payable within 7 days of the invoice being generated with the remaining balance due 30 days before the delivery date. Please discuss this with our office before making the booking.
Can the invoice be addressed in a different name to the booking name?
Yes, we can make the invoice out to a different organisiation/person and send to a different email, however the booking and terms and conditions are still against the person who made the booking unless agreed otherwise in writing.
Can payment be made with cash on the day?
We do not accept cash or cheques, we only accept bank transfer or card payment. Payment must be settled before delivery can be made, except for where specific arrangements have been agreed with us.
From receiving an invoice, how long do I have to pay?
This will depend on how far away your booking is, essentially, we give 7 days to pay the invoice. If your delivery date is within 7 days then you will need to settle at time of booking or immediately after to ensure delivery. If you are booking far in advance, then you may have a longer due date on your invoice which will be agreed in writing. In any event delivery will not be made until payment is made.
What is your cancellation policy?
If a booking is cancelled more than 30 days before the delivery date 25% of the overall balance is required. If cancelled less than 30 days yet up to 7 days before delivery it is 50% of the full balance and if cancelled within 7 days of the delivery date 100% is required. If cancellation is made during the hire, then no refund will be made, and the equipment will be collected at the earliest opportunity.
Sometimes we may be able to carry over the hire up to a maximum of 12 months and will be at the discretion of the Manager.
What happens on the day of delivery/collection?
The driver will have a scheduled round of deliveries and collections and unless there has been a specific time or further arrangements agreed between you and our office the driver will arrive to deliver/collect the equipment. Please ensure clear access is available for the equipment to be dropped off and positioned. You do not need to necessarily be present as long as there is access and we know of any specific place you want the toilet situating. If there are any delays for the driver this may result in a waiting charge or failed delivery. Toilets are maneuvered by hand, if you feel the delivery will need assistance by a trolley then please let the office know at time of booking (we do not carry trolleys on vehicles), we do not crane toilets in position or lift over fences or walls or up and down steps.
Can the toilets be placed on soft ground like grass?
Yes, dependent on the condition of the grass. The driver will assess at time of delivery and if the grass is found unsuitable to drive on then they would discuss with you and agree a different location. Likewise, upon collection if there has been bad weather during your hire and the ground is now soiled we may have to reschedule the collection. The equipment is your responsibility until collection is made and we are not liable for any damage caused to the grass when requested by yourself to deliver on the ground.
I live in a remote/difficult access location so what size are your vehicles?
Generally, deliveries/collections and servicing would be completed using our 3.5tonne flat bed trucks, however for larger events we do have larger vehicles of up to HGV size, so if there is restrictions in your area, please let the office know at the time of booking. We would also require you to provide the what3words information.
What happens if you cannot deliver my toilet?
If we come to deliver the toilet and due to access we cannot deliver it then the cancellation policy will come into effect and the driver will return to the depot.
I am having my event in a public space is that okay?
Yes that's fine, as long as you have the relevant permissions if needed, proof of this may be asked for.
Will you come to service my toilet?
If your hire is over 1 week you will get a weekly service included in the hire. Service days are subject to change and please note whilst this is a weekly service, this does not mean it is every 7 days, the length of time can go up to 10 days depending on what day your toilet was initially delivered and what day the service is scheduled for the following week. Please note you do not get a service within the first 7 days of your hire as the toilet is delivered clean and ready to use. If you feel you need a service within the first 7 days, then this can be arranged with the office for an extra charge. You do not need to be present for the service if there is access. If there are any keys or codes needed for padlocks please provide these to us as soon as possible. WE CAN ONLY SERVICE A TOILET THAT IS FURTHEST 10 METERES AWAY FROM WHERE OUR VAN WILL BE SITUATED.
What happens if there is no access when you come to service the toilet?
The driver and office will attempt to contact the customer with the phone number we hold on file, if contact cannot be made the service will be deemed as unattainable and rescheduled for the following week. An email will be issued to the customer by our office.
If there is activity on site that is preventing access to the toilet, our driver and/or office will speak to the site contact and assess the restriction and waiting time. Any waiting time over 10 minutes will be chargeable.
What can be put down the toilet?
Only human waste and toilet roll can be deposited into the toilet. Under no circumstances must you place (as a minimum) wet wipes, blue roll, nappies, sanitary items, rubbish, cigarettes. Non-permitted items cause blockages and create damages to our waste pipes and tanks. Never put chemicals down the toilet bowl as these will react with our toilet chemical and prevent it from being effective. WE DO OFFER SANITARY BINS FOR A SMALL FEE AND CAN ALSO EMPTY THESE WEEKLY IF NEEDED.
Can we have additional servicing?
Additional servicing can be booked directly with our office, and you will be advised on further charge.
I have my own toilet/tank, can you service this for me?
Yes we can service toilets/tanks that are not our own as long as they contain toilet waste only. We would need to know the waste capacity of the tank to quote you accurately.
Who is responsible for any damage to the toilet or if it gets stolen whilst on hire?
You the customer, who is named on the booking is responsible for the toilet whilst on hire and any damages to the toilet or if it gets stolen will be chargeable. We do offer toilet damage cover, which covers up to 60% of damage or loss value and this must be purchased prior to the toilet being delivered. For all other equipment other than single portable toilets and showers you would need to organise your own insurance. Please note upon hiring the toilet you are giving your consent to be automatically billed damage at the end of the hire agreement and if a card has been provided that this will be charged if payment not been made within the 7 day time frame stated on the invoice. If there is no card provided and payment has not been made within the 7 day time frame, this may be subject to passing to a debt collecting agency.
I think I need to extend my hire is this possible?
Yes of course, for long term hires we will automatically reach out to you the week before your hire end date is due to confirm if you need to extend the hire and if so an invoice will be issued to cover the extension.
If you have not confirmed the toilet needs to be collected we will automatically extend the hire and send an invoice until you confirm that it needs to be off hired. Please also note upon hiring you are giving your consent that if payment has not been made within 7 days of the extension invoice, if a card has been provided then that this will be automatically charged. Failure to settle an outstanding invoice, within 7 days of the due date, the service of the toilet will be placed on hold and if this goes overdue a further 7 days the toilet will be scheduled for collection. Please note that the invoice will be amended to reflect when it was collected and that invoice will still need to be paid.
I have a specific day and time I need delivery/collection, can this be accommodated?
We do try to accommodate specific days and times for deliveries and for larger events this will be planned in advance. For smaller short term hires, most of the time these are placed on a route for the driver and we will do our best to accommodate, if there are any issues where we would struggle to deliver/collect within your specific timeframe we will discuss this with you at the time of booking. If the delivery and collection need to be during unsociable hours/weekend there is a higher transport cost, and this will be discussed at the time of booking.
If the driver has come to collect my toilet as arranged, but then I ask to extend is this possible?
Yes you can extend, the driver will contact the office to advise that you need to keep on site and then we will need to speak with you to obtain that instruction and payment for the extension will need to be made by you before the driver leaves the site, unless agreed otherwise, there will also be a charge of £30.00 + VAT for the failed collection, as we have incurred the collection costs and will need to collect again.
I want to off-hire earlier than scheduled will I get a refund for the remaining days of the hire?
You can off-hire the toilet at any point, but essentially when you take the toilet out on hire and pay for the period it is a contract for that period and therefore a refund would not be eligible. We may be able to carry it over to your next booking, but this will depend on the length of the hire left and is at the discretion of the Director.
I want to change the type of toilet I have is this possible?
Yes, as long as we have stock availability, we can swap the toilet for you and this will most likely happen when we come to service to prevent an extra delivery cost to you. If there is a price increase, you will be informed of this and will be invoiced the difference.
If I want to move a toilet I have on hire to another site can this be done?
Yes, we can move the toilet for you and again this will be planned on the servicing route, unless in 2 different locations which will mean we will just deliver a new toilet and collect the other one, this will be subject to a delivery fee being charged and will be invoiced.
Is toilet roll provided?
2 x Jumbo toilet rolls are provided in each single portable toilet, and dispensers are filled in toilet trailers. You would need to provide any extra or we can purchase extra items from us at your request.
Do the single portable toilets have lights in them?
The toilets do not come with lighting and therefore should you need lighting we would suggest either battery operated lights or fairy lights.
Do you provide paper towels and hand soap in your single portable toilets with sinks?
Hand sanitiser and toilet rolls are the only items provided. We ask that paper towels and wet wipes are not used by the customer as these tend to be flushed down the toilet and cause blockages which lead to further issues throughout the hire. We therefore advise that you supply a hand towel for your guests. If you do use paper towels then you will need to also provide a waste bin for them to be discarded into.
I am interested in hiring a luxury trailer, what consumables do you include/do you need electrical and a water source for it?
We provide all consumables for the trailers, please see description on our website, you will need a generator or plug of up to 13amp (general house plug) to work the trailer. A water connection isn't a necessity but can be useful if the water for the sinks runs out during your hire. Please note that the waste tank will fill up more quickly adding more water. PLEASE ENSURE THAT YOUR POWER IS IN PLACE PRIOR TO DELIVERY OF THE TRAILER SO THIS CAN BE SET UP.
Do you require a power or water connection for single portable toilets?
The only single portable toilet that requires power are our toilets with hot water sinks. You do not need a water source, however can be useful if the sinks run out of water during your hire. Please note that the waste tank will fill up more quickly adding more water.
Do you provide toilet attendants?
Yes, we have uniformed toilet attendants available for larger event hires and prices will be determined on your requirements.
How long do I have to accept a quote?
All quotes are guaranteed for 30 days.
We are a charity, would you hire toilets out as a sponsor or reduced prices?
We don't really do sponsored hires, as we do get asked by a lot of charities, so we just try to keep our prices as low and competitive as possible.
I have found a cheaper quote with someone else, but interested in still using you, is there anything you can do?
We sometimes can match or even beat another companies quote, so we would just ask to see a copy of the quote to determine whether this is possible.
I am interested in booking a portable shower, what do I need for this?
Our showers are run by gas, which is provided in a bottle by us at the start of hire, it is your responsibility to obtain more gas if needed throughout the hire and to return the bottle to us at the end of hire. You will need a water connection and this is generally an outside tap which fits a normal garden hose, and another hose to a drain, please see the information on our website.
Do you provide fencing for your toilets/urinals?
No we do not provide fencing, if available we may be able to provide privacy sheeting for your own fencing upon request, please discuss with office at the time of booking.
If I need extra toilet roll for my event is this possible?
If you think you need extra toilet roll, we can arrange this for you and then you will be invoiced at the end of the event for what you have used.
Do you have sinks in your accessible toilets?
No, our accessible toilets just have had sanitiser units in them.
I am not sure how many toilets I am going to need, can you advise?
There is a calculator on this site which is guidance from the Portable Sanitation Europe Ltd which can be used to determine how many toilets you may need, if unsure please contact the office to discuss.
Do you have separate male/female toilets?
No, all our toilets are unisex.
Can we put signs/notices on the toilets?
Yes, as long as they are not covering our stickers and are not stuck to the toilets with adhesive that will damage the toilet, as this can be charged.
If we have a toilet on hire and have an issue out of hours, can we contact you?
Yes you can call the office number 0333 772 1515 and this will divert to the person on call whom will help, advise or in an emergency arrange for someone to come out (this is dependent on availability especially in the peak summer months and this would be for event hire only). Long term hires would be seen too in office opening times.
We need to add more toilets to our event last minute would you be able to accommodate?
This will be dependent on availability of stock and transport, but we always try to accommodate this best we can, this will be invoiced and the invoice will need to be settled straight away, unless otherwise agreed.
We need specific servicing on our event can this be accommodated?
Yes, we will always try to accommodate specific servicing on larger events and charged in accordance to the requirements. If we believe we will not be able to complete to your requirements, this will be discussed at time of booking to arrange alternative arrangements.
I have an emergency and need toilets same day; can you accommodate this?
We will do our best to accommodate where we can this will depend on transport and stock availability.
