Terms of service
Last Updated: 19th of September 2026
Terms & Conditions
This website is owned and operated by Hey Float Event 202503233419 (SA0641663-U). Throughout the site, the terms “we”, “us” and “our” refer to Heyfloat. By accessing this website and/or purchasing from us, you agree to be bound by the following Terms & Conditions, including all policies referenced herein.
Please read these Terms carefully before using our website.
Inflated Balloons
Order Acceptance Policy
All orders are subject to acceptance by Heyfloat. We reserve the right, at our absolute discretion, to reject any order without providing a reason. If we reject an order after payment has been made, we will refund the amount paid to the original payment method.
Order Delivery
• During checkout, you may select either self-collection or delivery.
• Same-day delivery is available for orders confirmed before 4:00 PM.
• Orders placed after 4:00 PM will be scheduled for next-day delivery.
• For urgent same-day requests after 4:00 PM, please contact our team via WhatsApp to check availability.
• Delivery fees are calculated based on zones.
• Free delivery may be offered for orders above a certain amount (excluding event decorations).
Self-Collection Policy
• Penang Self-Pickup is available daily except on public holidays.
• Operating hours: 9:00 AM – 5:00 PM
• All orders require a preparation time of approximately 4 hours after order confirmation. Customers are advised to only arrive after this time or when notified that the order is ready.
• Orders must be collected by 4:30 PM on the selected date.
• Customers (or representatives) must present order confirmation.
• If collection is not completed and no contact is made by 4:30 PM, the order will be voided without refund.
Delivery Policy
• Delivery is available daily except on selected public holidays.
• Delivery time slots:
– 9:00 AM – 2:00 PM
– 2:00 PM – 5:00 PM
• Time-specific delivery is not guaranteed.
• Delays may occur due to traffic, weather, or unforeseen circumstances.
• Customers are required to ensure that someone is available to receive the order within the selected delivery time slot.
• Our delivery partner will wait for a maximum of 15 minutes only at the delivery location.
• If the recipient is unavailable, unreachable, or fails to receive the order within the waiting time, the delivery will be considered failed and no refund will be provided.
• Customers must ensure:
– Accurate delivery address
– Recipient availability
– Reachable contact number
• If the driver is unable to locate the address or contact the recipient, any resulting delay or failed delivery will be fully borne by the customer, and no refund will be issued.
• All deliveries are handled by third-party partners. Responsibility transfers upon dispatch. We shall not be liable for delays, damages, or losses during transit.
• Delivery may be delayed due to unforeseen circumstances including heavy rain, traffic congestion, road conditions, or operational issues. No compensation or refund will be provided for such delays.
• Re-delivery will incur additional charges and is subject to availability.
• Address changes must be made before 10:00 AM, one (1) day prior to delivery. Failure to do so will result in no refund for incorrect deliveries.
• If the delivery address is outside our coverage area, we reserve the right to cancel the order and issue store credit.
• In case of failed delivery, customers must contact us within 24 hours from the scheduled delivery date. Failure to do so will result in loss of refund eligibility.
🎈 Setup & Travel Fee
Applicability
Setup & Travel Fee only applies to products that require on-site decoration and setup.
• This fee will be clearly shown on the product page if applicable
• If no Setup & Travel Fee is displayed, it means the product does not include on-site setup
Additional charges may apply if customers request extra services beyond the standard product offering.
Pricing
• Setup & Travel Fee will be stated directly on the product page
• Final pricing depends on the selected product and setup requirements
• Any additional requests will be quoted separately
Change of Date
For decoration orders, any request to change the delivery/setup date must be informed at least 1 day in advance before 10:00 AM.
Requests made after this time may not be accepted.
Custom & Prepared Items
If the setup has already been prepared (including customized items such as balloons, foam boards, wedding welcome boards, wedding signage, standees, sashes, banners, printed materials, and other personalized items.):
• Changes of date are NOT allowed
• Orders are strictly non-refundable
Rescheduling (If Approved)
If a date change is approved:
• A new Setup & Travel Fee will be charged
• Any items that need to be re-prepared (e.g. balloons) will be charged again
• Charges will be based on the original order value (1:1 replacement basis)
On-Site Issues / Access Failure
If our team arrives at the location and is unable to proceed with setup due to:
• No access granted
• Venue restrictions (e.g. hotel / management)
• Last-minute cancellation by customer
• Any external factors beyond our control
Then:
• The order will be considered as completed
• Any balloons or prepared items will be considered delivered/used
• No refund will be provided
Important Notes
• Customers are responsible to ensure proper access and permission at the venue
• Setup timing must be coordinated in advance
• All terms are to ensure smooth operation and avoid delays
For any clarification, feel free to contact us via WhatsApp 😊
Changes to Your Order
• Changes must be requested before 10:00 AM, one (1) day prior to delivery.
• Changes are subject to availability.
Cancellation Policy
• Orders may be cancelled before 10:00 AM, one (1) day prior to delivery.
• Cancellations are not eligible for a refund to the original payment method.
• Eligible cancellations will be issued as store credit.
• Store credit never expires and can be used on anything on our website or at our retail location.
• Same-day orders are non-cancellable and non-refundable.
Returns & Refunds
• Confirmed orders are non-refundable and non-returnable, except where a refund to the original payment method is specifically provided under these Terms & Conditions or applicable law.
• Where a genuine product issue is identified upon delivery or self-collection, we may provide a one-to-one replacement where reasonably possible.
• All product issues must be reported immediately upon receiving the order, together with clear photo evidence for verification.
• Once the balloons have been received, the recipient is responsible for proper handling, storage and transportation. Damage caused after receipt, including improper handling, heat, sunlight, sharp objects or transportation, is not considered a product defect.
No Refund Policy
No refund to the original payment method will be provided for customer-related delivery issues, including:
• Incorrect or incomplete delivery address
• Recipient is uncontactable
• No one is available to receive the order
Storage & Product Lifespan
• Helium balloon floating time varies depending on the balloon material, treatment, environment and handling. Please refer to the specific lifespan information below.
Helium Balloon Lifespan
• Latex Balloon (no hi-float): 6 – 8 hours
• Latex Balloon (with hi-float): 18 – 24 hours
• Foil Balloons: at least 24 hours
• Bubble Balloons: at least 12 hours
• Upgraded Bubble Balloons: 7 – 10 days
Care & Handling Responsibility
• Once the balloons have been received, the recipient is responsible for proper handling, storage and transportation.
• We are not liable for any damage, shrinkage, or bursting after delivery or collection.
• Balloons must be stored under proper conditions:
– Indoors only
– Temperature below 26°C
– Avoid sunlight, heat, sharp objects, and wind
Transportation Disclaimer
• Vehicles must have air-conditioning turned on and temperature below 26°C before placing balloons inside.
• We are not responsible for any damage during customer-handled transportation.
Important Disclaimer
• Balloon performance varies due to weather, temperature, humidity, and handling.
• Floating duration is not guaranteed.
Helium Balloon Lifespan
• Latex Balloon (no hi-float): 6 – 8 hours
• Latex Balloon (with hi-float): 18 – 24 hours
• Foil Balloons: at least 24 hours
• Bubble Balloons: at least 12 hours
• Upgraded Bubble Balloons: 7 – 10 days
• Outdoor heat significantly reduces lifespan.
• We are not responsible for under-performance due to improper handling.
Event Decorations
Order Acceptance
All event decoration orders are subject to acceptance and availability.
Date Changes
Changes must be requested at least 7 days before the event.
Cancellation
Event decoration payments are strictly non-refundable. Store credit may be issued in accordance with these Terms & Conditions.
Security Deposit
• A separate security deposit may be required for props (e.g. stands, plinths).
• The security deposit is refundable if the rented items are returned in good condition.
• The security deposit will be processed within 24 hours after dismantle.
• Deductions may apply for damage or loss.
Wall & Surface Damage Responsibility
Heyfloat will take reasonable care during the installation and dismantling of decorations. However, the use or removal of adhesive tape, glue dots, hooks or other fixing materials may result in marks, adhesive residue, paint peeling, discolouration or other surface damage.
Customers shall be responsible for any repair, repainting or restoration costs arising from such damage, including damage to walls, ceilings, wallpaper and other surfaces, except to the extent caused by Heyfloat's negligence or where such responsibility cannot legally be excluded.
Customers must inform Heyfloat in advance of freshly painted, delicate or unsuitable surfaces and obtain the necessary venue approval before installation.
Damages & Losses
Customers are fully responsible for any damage or loss of props.
• Deductions may apply for damage or loss
Care & Responsibility After Handover
Once our team has completed the setup and handed over the decoration, the customer, venue and guests are responsible for taking proper care of the setup.
• Do not pull, drag, move, climb on, hang from, lean against, or otherwise interfere with balloon arches, balloon columns, backdrops, plinths, stands, props, or other decorative structures.
• Children must be supervised around the decoration at all times.
• Please keep the decoration away from open flames, candles, heaters, cooking equipment, and other sources of excessive heat.
• Do not place sharp objects, heavy items, or other materials that may damage the balloons or decorative structures near the setup.
• Heyfloat is not responsible for damage, loss, deformation, deflation, bursting, or displacement caused by customers, guests, venue staff, other vendors, pets, improper handling, or interference after handover.
• Any damage or loss of Heyfloat's props, stands, plinths, backdrops, or other rental items may be deducted from the applicable security deposit or charged separately where no deposit applies.
Outdoor Setup & Weather Conditions
Outdoor event decorations are exposed to environmental conditions that may affect the appearance, stability, and lifespan of balloons and other decorative elements.
• Direct sunlight, heat, humidity, wind, rain, and sudden weather changes may cause balloons to fade, shrink, deform, burst, or become unstable.
• Balloon decorations are not recommended for prolonged exposure to direct sunlight, excessive heat, strong wind, or rain.
• Customers who choose an outdoor setup acknowledge and accept the risks associated with weather and environmental conditions.
• Heyfloat is not responsible for changes, damage, balloon loss, or reduced lifespan caused by weather or environmental conditions after setup and handover.
• Where weather conditions make the planned outdoor setup unsafe or unsuitable, Heyfloat may recommend moving the setup to a suitable sheltered or indoor location where possible.
Venue & Setup Area Responsibility
• Customers are responsible for ensuring that the agreed setup area is ready, accessible, clear, dry, and suitable for installation before our team arrives.
• Customers must inform Heyfloat in advance of any venue rules, restrictions, access requirements, loading procedures, parking requirements, or limitations affecting the setup.
• If the venue or building management does not permit the agreed setup method, any resulting modification or reduction of the setup will be subject to the venue's requirements and available alternatives.
• Heyfloat is not responsible for delays, setup limitations, or additional work caused by venue restrictions, unavailable access, unsuitable setup areas, or interference from other vendors.
Circumstances Beyond Our Control
• We are not responsible for delays caused by weather or external factors.
• No refunds will be provided under such circumstances.
Customer Personal Information
Customers must provide accurate information. Please refer to our Privacy Policy.
Product Photos
Images may vary slightly due to lighting, angles, or display settings.
Governing Law
These Terms are governed by the laws of Malaysia.
Payments
We accept major payment methods including cards and online banking.
All transactions are securely processed.
Contact Us
For any enquiries or urgent requests, feel free to reach out to us:
Need help? Contact us via WhatsApp / Call 011-3386 9985 😊
Business Name: Hey Float Event
Registration No.: 202503233419 (SA0641663-U)
Brand: Heyfloat
Business Address:
A1-33-16, The Zen,
Persiaran Bayan Mutiara 3,
11900 Bayan Lepas, Penang,
Malaysia
Operating Hours:
Daily, 9:00 AM – 5:00 PM (except selected public holidays)
Our customer support team will respond to all inquiries as soon as possible during our operating hours.
