Service
Frequently asked questions — answered briefly and honestly
The same questions come up again and again: what does full service cost? How long is the operating time? Who is liable? It is all in one place here. If you cannot find what you are looking for, give us a call — Monday to Friday, 9:00 to 17:00.
General information, prices and operating time
When can I reach your office?
Monday to Friday, 9:00 to 17:00. Our office and warehouse are closed at weekends. Our answering machine gives an emergency mobile number that is available around the clock.
What do the SB price and the FS price mean?
SB stands for “Selbstbetreuung”, i.e. self-staffing — you run the module with your own personnel. FS stands for full service and includes one or more attendants for six hours of event time as well as setup and dismantling. Please note: neither price includes delivery. We will gladly prepare a quotation to match your requirements.
What are times of use?
This refers to the event time itself: from when to when you want our modules in use. Setup and dismantling are not counted.
My event time differs from the six hours of operating time stated — what happens to the price?
If the operating time is shorter than six hours, the module price stays the same. A period of use longer than six hours is possible, but involves additional costs.
How is my final price arrived at?
We prepare an individual quotation for every venue. The module prices shown in the shop are a guide — they do not yet include delivery. Depending on your plans, the venue, the date, the setup situation, the duration of use and the staffing required are added to this. That is why we state the price that applies to you in the quotation.
Can I hire directly in the shop?
Concluding a contract through the website is neither possible nor intended. You collect the modules you want in the enquiry basket and send us an enquiry without obligation — we then turn it into an individual quotation.
Enquiry, quotation and order confirmation
What should my enquiry contain?
To be able to prepare a quotation we need: your address, your contact details (email address and telephone number), your VAT identification number if your company is not based in Germany, the date of the event, the duration of the event if known, and the venue.
How quickly will I receive a quotation?
Once you have sent us an enquiry, we will prepare a quotation within 24 hours — or at the very least get back to you within that time.
What do I have to take care of as a customer?
You receive all the important information for setup, dismantling and operation of the modules from us. You will find these details on every product page under “Technical and organisational facts” and in the quotation we send you. The module name in the quotation takes you straight to the matching product page.
How does the order confirmation work?
If you accept the quotation, simply confirm it by email or telephone. You will then receive an order confirmation from us.
What applies if I have to cancel after the contract has been concluded?
If you wish to withdraw from the order after the contract has been concluded, the cancellation terms in our terms and conditions apply. You will find them on the terms and conditions page in the footer — please read them before confirming the order. Do get in touch if you have any questions about this.
Can I enquire about several modules at once?
Yes, that is exactly what the enquiry basket is for. Add as many modules as you like in the quantity you need, tick the branding option if required and send everything in a single enquiry. That way we can calculate logistics and staffing together.
Collection, delivery and logistics
When is the warehouse open for collection and return?
Monday to Friday, 9:00 to 12:00 and 13:00 to 17:00.
Can modules be collected in Mönchengladbach?
Yes, some modules can be collected from our warehouse in Mönchengladbach. Certain modules, however, require expert staffing by us and are only ever delivered with our team.
Which vehicle do I need to collect a module myself?
Unfortunately we cannot give a binding answer to this — vehicles and loading situations vary far too much. We are happy to tell you the dimensions of the module in question so that you can plan properly.
Why is a cash deposit due on collection?
Modules can come back damaged. The deposit covers us against any damage. Depending on the module, follow-up work is also needed — cleaning, folding and the like — which we have to charge for as well.
How far do you deliver?
We can deliver anywhere in Europe. Non-EU countries such as Cyprus, Switzerland and Liechtenstein are feasible too. We prepare an individual quotation for every venue.
Why do I have to pay transport and attendant costs?
The transport costs cover the vehicle. On top of that comes a driver (attendant) who moves the vehicle. How vehicle, driver and staffing break down in your case is shown separately in the quotation.
Do you also offer delivery by freight forwarder?
Yes, but only where delivery can be made to a fixed address. This is not possible for trade fairs, because no fixed address or named person can be given there.
Which vehicles do you deliver with?
That depends on the modules ordered — we plan the vehicles accordingly. As a rule they are large vans or vans with trailers. Please make sure there is a suitably sized access route and enough parking space on site.
How are the travel costs calculated?
A number of factors play a part here, and we calculate them individually for every enquiry. We hope you understand that we cannot quote fixed prices for this.
Site, setup and dismantling
Is the space required the same as the dimensions of the module?
Yes and no — it depends on the module and is stated under “Technical and organisational facts” on the product page. The space required often already includes the necessary safety clearance.
Why do the ground and the standing area matter so much?
The modules have to stand firmly and safely so that they can be operated properly. The ground should be firm, level and load-bearing. We are happy to help out with ground protection panels or similar solutions.
Our venue has a delicate floor covering — does that matter?
Yes, absolutely. Please let us know in advance so that we can check whether the setup is possible on that surface. We will gladly advise you on protective measures.
What are setup and dismantling helpers?
For some modules we need strong and sober helpers when putting them up. The exact number is stated in your quotation. As the help is usually only needed briefly, we deliberately keep the calculation lean here and do not automatically provide further staff of our own. Of course you can book additional staff from us and simply enjoy your event.
What access do you need for delivery and dismantling?
Most of our equipment is very heavy. We need to be able to drive the transport vehicle to within a few metres of the installation point; we cover the remaining distance with a pallet truck. Carrying is either impossible or requires a great many helpers. Please always discuss complicated or hard-to-reach delivery situations with us in advance.
Why do you not carry modules up to higher floors?
For one thing, the modules are heavy, bulky and simply not suited to it. For another, we cannot accept liability for damage to masonry, stairs, glazing or railings. Events on upper floors require a lift, ideally a goods lift. Please agree the dimensions with us beforehand so that we can check together whether it can be done.
When does dismantling take place?
Dismantling immediately after the activity is included in the price. Dismantling at a later point involves additional costs and must always be agreed in advance.
Can modules be set up or dismantled on the day before or the day after?
In principle we make anything possible. Ideally, tell us your preferred time slots while the quotation is still being prepared, so that we can plan vehicles and team accordingly.
Technology, safety and inspection requirements
What is a type C water connection?
A connection for a pressure hose with size C Storz couplings, 42 mm inside diameter — the same type the fire brigade uses. Our water tanks and some of our water games need large quantities of water in a short time, which is why we use this kind of connection. Please get in touch if you have any questions.
What power supply are the modules operated on?
As a rule our modules manage with one or more standard Schuko domestic sockets; in rare cases we need three-phase power. The exact requirement is stated in your quotation and order. Where we ask for several sockets, they have to be fused separately.
Who is liable for damage to the modules?
Fire, theft and wilful damage caused by visitors are the responsibility of the client or the client’s event liability insurance.
Who is liable in the event of an accident?
Visitors use the modules at their own risk. In the case of accidents caused by technical faults, or where Xtreme staff have breached their duty of care, the contractor’s liability insurance applies.
Which inspection requirements do your modules meet?
All Xtreme climbing walls and play equipment with a height of five metres or more hold a current TÜV certificate and a logbook in accordance with EN 13814 (DIN 4112). Our inflatable play equipment is manufactured in accordance with DIN 14960. In addition, we submit some equipment to regular voluntary inspections by TÜV or DEKRA.
We need documents for our safety officer — can we have them?
Yes. Should you or your safety officer have specific questions or need documents, please let us know while the quotation is still being prepared. We will then put the certificates together in good time.
Branding and customisation
Which modules can I have branded?
In principle, almost every one of our modules can be branded to your wishes using banners, stickers or signs. Which surfaces work best on the module you have in mind is something we clarify together — just ask us, and we will gladly send you pictures of sample brandings.
How do I supply my print files?
We always need print files as print-ready PDFs, true to scale (at least 1:10), at 150 dpi or more, without bleed or crop marks.
By when do the print files have to be available?
The print files must be available at least two weeks before the event. It is best to send us your wishes and ideas while the quotation is still being prepared, so that we can explore the options together.
Can it be more than just a sticker?
Yes. From a small sticker to oversized banners and complete bespoke production, we deliver the branding together with our network of experienced sign makers.
Price list, catalogue and terms and conditions
Is there a combined price list for all modules?
There is no combined price list in that form. Current prices are shown on the respective product page. For more information you can reach us on +49 (0) 2161 8212040 or by email at info@xtreme-events.de.
How are prices shown?
The module prices do not include delivery — it is shown separately in the quotation. Invoices always apply the rate of VAT valid at the time of delivery or performance.
Where can I find your terms and conditions?
You will find our general terms and conditions on the terms and conditions page in the footer. Among other things, the cancellation terms are set out there too.
Your question was not among them?
Give us a call or drop us a line. We usually get back to you within 24 hours.