Question 1

PAYMENT AND DEPOSIT

Accepted Answer

Full payment (rental + transport + deposit) must be made in advance, no later than 24–48 hours before the delivery or collection of the items.

Do I need to leave a deposit to rent? 
Yes, we require a deposit, which is refunded once we have checked that the items have been returned in full and in perfect condition.

When is the deposit refunded? 
Within a maximum of 5 working days, depending on the payment method used.

How can I pay for the rental? 
You can pay in cash or by credit card (Visa, MasterCard or Maestro). 
We also accept bank transfers (at least 2 days before delivery). 
We will send you a secure payment link (GETNET) by SMS. 
In special cases, such as local councils, we accept transfers with electronic invoices payable within 30 days.

Is the deposit included in the rental price? 
No. The deposit is calculated separately and is clearly shown in your quote.

Question 2

RENTAL RATES AND CONDITIONS

Accepted Answer

What does the rental fee include? 
The rental cost of the items. Additional services such as set-up, delivery on public holidays or transport are quoted separately, as is the deposit for damage or loss.

How is the rental period calculated? 
It is counted by days of use of the items for the event, not by hours. For example, from Friday to Monday before 10 am counts as 1 rental day.

Is there a minimum rental period? 
No, but the minimum charge is 1 day.

Question 3

ORDERS, CONFIRMATION AND AVAILABILITY

Accepted Answer

How do I know if my order is confirmed? 
1. We will send you an email confirming that we have received your request. 
2. If everything is clear, you will receive a quote with products and prices. If not, we will contact you to complete the information.  
3. Once you accept, we will send you the rental contract and payment instructions. 
4. After payment, we will start preparing your order.

How far in advance should I place my order? 
As early as possible. If you can confirm one week before delivery, it helps us organise everything smoothly. If it is more last minute, at least 48 hours before, we will do our best to help you organise it.

How do I know if the items I want are available? 
When you request a quote, one of our advisers will confirm availability. Until you confirm and pay, the items are not reserved.

What happens if I cancel my event? 
You can cancel free of charge up to one week before by writing to info@casagay.com and quoting your order number.

Question 4

DELIVERY, COLLECTION AND TRANSPORT

Accepted Answer

What options do I have to collect or return the items? 
You can collect them from our warehouse in La Verneda or book our transport service (with or without collection).

Do you deliver to private homes? 
Yes, we deliver anywhere in Catalonia. The cost depends on volume, distance, timing, etc.

Can I change the delivery method once I’ve placed my order? 
Yes, but you need to let us know at least 24 hours in advance.

Is there a distance limit for the delivery service? 
We mainly operate within Catalonia, but please contact us if your event is further afield.

Question 5

USE AND RETURN OF ITEMS

Accepted Answer

How should I return the products? 
Ideally, they should be returned in the best possible condition and, if possible, in their original packaging. We handle the cleaning, so a small charge is applied for this service.

What happens if something is lost or broken? 
If any item is lost or returned damaged, it will be invoiced. We inspect all items upon return and will inform you accordingly.

What should I do if a product arrives damaged or doesn’t work? 
Although rare, if anything is not in good condition on arrival, call or email us as soon as possible so we can resolve it promptly.

Can I rent items for several days or consecutive events? 
Certainly. We provide customised quotes for long-term rentals.

Question 6

ADVICE AND RECOMMENDATIONS

Accepted Answer

Can I get help choosing the right products? 
Absolutely. Our team will be happy to advise you to ensure your event is a success.

What if I need more technical details about a product? 
Each product sheet includes the key information. If you still have questions, add them in the order comments and our advisers will help you find the best fit for your event.

Why do some products have recommended accessories? 
Some items, such as stages or hot cabinets, are often rented with accessories like legs, racks, skirtings, carpets and so on. These are not essential but can be very helpful.

If you have any other questions, you can call or email us. We’re here to help you organise the perfect event! 
info@casagay.com / Warehouse: La Verneda, Barcelona

Platform stairs Finlandia 60cm

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