Terms of service

 

Terms & Conditions

Runway Rental
Effective Date: 7 February 2026

These Terms and Conditions apply to all bookings made with Runway Rental (“we”, “us”, “our”). By booking or hiring any item from us, you (“the customer”, “you”) agree to these Terms and Conditions.

Nothing in these Terms excludes, restricts, or modifies any rights you have under the Australian Consumer Law (ACL).

 

1. Hire Period

  • The standard hire period is 4-8 days, unless otherwise agreed in writing.

  • The hire period commences on the date the item is collected or dispatched and ends on the agreed return date.

  • Items must be returned by the agreed time on the return date.

  • Late returns will incur a late fee of 25% of the dress hire fee per day or part thereof.

 

2. Bookings & Payment

  • Full payment is required at the time of booking.

  • Bookings are not confirmed until payment has been received.

  • Prices are subject to change at any time; however, confirmed bookings will not be affected.

 

3. Cancellations & Refunds

  • Cancellations made [ 14 days] or more before the hire date may be eligible for a refund or store credit at our discretion.

  • Cancellations made within [14 days] of the hire date are non-refundable.

  • If you placed your booking less than 3 full business days prior to your selected delivery date, your order will be considered a "last-minute order". In this case, instead of a full refund, you will be given a credit note for the full amount paid minus $30 to cover two-way express postage expenses.

  • No refunds are provided for:

    • Change of mind

    • Incorrect sizing

    • Failure to collect or wear the item

This policy complies with the Australian Consumer Law.

4. Issues on Arrival, Faults & Fit

Issues or Faults on Arrival

We carefully inspect our garments prior to dispatch and take pre-shipping condition photographs wherever possible.

If your item arrives with any damage, fault, or another issue, you must contact Runway Rental within 24 hours of receiving the item and provide clear photographs showing the issue.

The item must not be worn if you intend to request a refund or credit due to an alleged fault.

When assessing any reported issue, we may compare:

  • Photographs supplied by the customer;
  • Our pre-shipping condition photographs;
  • The condition of the garment once returned to us; and
  • Any available information regarding the delivery or transit of the garment.

This allows us to determine, where reasonably possible, whether the issue was present prior to dispatch, occurred during transit, or occurred after delivery.

Requests made outside the 24-hour notification period may not be eligible for a refund or credit under Runway Rental's discretionary refund and credit policy, particularly where we are no longer able to reasonably determine when or how the issue occurred.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

Returns Where an Issue Is Reported

Where a customer reports an issue and does not intend to wear the garment, the garment must be lodged for return within 24 hours of notifying us, unless otherwise agreed with Runway Rental in writing.

The garment must be returned unworn and in the same condition in which it was received.

Please contact us as soon as you identify an issue. In some circumstances, our team may be able to assist with a simple solution or arrange an alternative garment in time for your event.

Fit & Change of Mind

Refunds and credit notes are not available simply because a garment does not fit, does not suit the customer, or the customer changes their mind.

Customers are responsible for reviewing the measurements and sizing information provided and selecting the size they believe will be most suitable.

If your dress does not fit, please contact us as soon as possible. Where availability and delivery timeframes allow, we may be able to offer a backup dress at 75% off the standard hire price, with the customer responsible for any applicable postage costs.

This backup dress option is offered at Runway Rental's discretion and is subject to availability.

To be eligible for the backup dress option, the original garment must be lodged for return within 24 hours of delivery, unless otherwise agreed with Runway Rental in writing.

 

5. Accidental Damage Protection

We understand that accidents can happen, so we offer optional Accidental Damage Protection for peace of mind during your hire.

What's covered:

  • Covers accidental damage to the garment up to $500
  • Includes minor rips, small tears, loose embellishments, or damage from general wear during your hire period

What’s not covered:

  • Loss or theft of the garment
  • Irreparable damage or damage exceeding $300
  • Tan damage on the outside of the garment that cannot be removed, or excessive tan staining
  • Significant staining such as red wine, oil, or dye transfer
  • Burns, intentional damage, or permanent alterations to the dress

Important notes:

  • This protection does not cover negligent or reckless use
  • All damage must be reported to us as soon as possible
  • If repair costs exceed $500, the remaining balance will be payable by the customer
  • Our team will assess all damage and determine repair or replacement requirements

This protection is designed to cover minor, accidental mishaps while ensuring our pieces remain in great condition for future hires.

If you have any questions, feel free to reach out.

 

6. Fittings & Sizing

  • Customers are responsible for selecting the correct size.

  • We strongly recommend attending a fitting prior to the hire date.

  • Fit preferences vary and minor fit issues do not constitute a fault under Australian Consumer Law.

  • Alterations of any kind are not permitted without prior written approval.

 

7. Use of Garments

  • All garments must be worn with reasonable care.

  • The following are strictly prohibited:

    • Alterations (including hemming, sewing, or cutting)

    • Washing or dry cleaning

    • Use of fake tan, body oils, heavy perfumes, or excessive makeup

    • Smoking while wearing the garment

  • Any damage caused by misuse or failure to follow care instructions will be the responsibility of the customer.

 

8. Cleaning

  • Standard professional cleaning is included in the hire fee.

  • Additional cleaning required due to excessive staining, odours, or misuse will incur an additional charge.

  • Stains or damage that cannot be removed through standard cleaning may result in replacement charges.

 

9. Damage, Loss & Replacement

  • Customers are responsible for the hired item from the time of collection or delivery until it is returned.

  • If an item is returned damaged, lost, or stolen, the customer agrees to pay:

    • Repair costs where possible, or

    • The full replacement value of the item if it is damaged beyond repair or not returned

  • Replacement value will be determined by us and may include the cost of sourcing a replacement.

 

10. Late Returns

  • Late returns may impact future bookings.

  • Late fees apply per day or part thereof.

  • Failure to return an item may result in the customer being charged the full replacement value and additional costs.

  • Late returns will incur a late fee of 25% of the dress hire fee per day or part thereof.

 

11. Consumer Guarantees

Under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

These guarantees do not apply to:

  • Damage caused by misuse or failure to follow care instructions

  • General wear and tear

  • Fit, comfort, or preference-related issues

 

12. Limitation of Liability

  • To the maximum extent permitted by law, Runway Rental Hampton is not liable for any injury, loss, or damage arising from the use of hired garments.

  • Customers wear hired items at their own risk.

  • Our liability is limited to the hire fee paid, except where the Australian Consumer Law requires otherwise.

 

13. Right to Refuse Service

  • We reserve the right to refuse or cancel a booking if these Terms are breached or if we reasonably believe the garment may be misused.

  • Any refund in such cases will be determined in accordance with Australian Consumer Law.

 

14. Privacy

  • Personal information is collected solely for business and booking purposes.

  • We comply with the Privacy Act 1988 (Cth) and will not disclose personal information except where required by law.

 

15. Amendments

  • These Terms and Conditions may be updated from time to time.

  • The version in effect at the time of booking will apply.

 

16. Governing Law

  • These Terms and Conditions are governed by the laws of Australia.