Frequently Asked Questions
Question: How long before the start time of my event will you arrive?
Depending on the package you select, our event staff will arrive one to two hours before the service start time listed on the contract. We usually like to arrive as early as possible so we can work in a stress-free environment and make sure everything is ready before your first guest arrives.
Question: Do you offer market lighting?
Traditional market lighting can be provided through our partners (subject to availability). It requires heavy duty event lighting polls, which we do not carry. As a more affordable alternative to wedding market lighting, we would like to suggest that you consider our outdoor lighting packages which includes small four truss with 6 RGB LED lights.
Question: How much in advance do I need to book your services?
We recommend securing our services for your event date as soon as you know you're going to need us. The earlier you contact us, the more likely it is that we would be available for your date and the lower the overall cost would be. We are often booked a year in advance, but last-minute inquiries and calls are still welcomed.
Question: Can I get the "Single Sound System" rental package for my wedding and use it for both ceremony and reception?
Unfortunately, this is not possible unless your ceremony and reception are taking place in the exact same location, which would not require the speakers to be moved. It takes a long time to move all the speakers, stands, microphones, sound mixer, cables, extensions and make sure it's all setup properly and not in anyone's way. More importantly, our liability insurance is valid only when the equipment is in our care (during setup and teardown.) As soon as our technician leaves the event site, the client becomes responsible for any incidents.
Question: Do you charge extra for last-minute bookings?
We charge approximately 20% more for bookings processed less than 2 days prior to the coverage start time listed on the contract. This fee includes expedited processing of the contract, last-minute arrangements with our workers and expedited planning. Most clients reserve our services several weeks or months in advance, so the above fee does not usually apply.
Question: Do you charge any extra fees?
Yes, there are extra fees that you should be aware of. In addition to a small travel fee of $1.00 per mile from our office to your event location, we charge approximately 20% extra for last-minute bookings. For sound and lighting bookings, we also charge an extra for events start start before 6:00am or end after 10:00pm. There are several other less common fees that may or may not apply depending on your event details.
Question: What is your payment and refund policy?
When you decide to reserve our services for your date, we would need to sign a contract and process a non-refundable payment of 1/3 of the total amount. As soon as we get your first payment, we may have to turn down other requests for the same date. The 2nd payment (half of the remaining amount) is due at least 2 days prior to your event date. The 3rd payment (remaining balance) is due upon arrival of our service crew member on the day of your occasion. The services will not be provided if any of the payments are not processed on time. Our refund policy allows you to get your money back at any time before the due date and time of each payment, which is why we encourage you not to wait until the last moment and pay early.
Question: Do you offer free support in case I run into problems while using your equipment?
Yes, you’ll be able to contact us with any questions at any time. In addition to our email address and office phone, you’ll have a direct cell phone number of your technician and a direct number of our company owner. Having said the above, as long as you follow our instructions, you shouldn’t have any problems with the equipment at your party. Our goal is to make sure everything works flawlessly so you and your guests have a great time and call us again in the future! :)
Question: What should I do if the equipment I rented doesn't work?
At decibles & lumens, we understand the importance of having reliable audio visual equipment for your events. Which is why we ensure that all of our equipment is tested and in perfect working condition before it is rented out.
If for any reason, the equipment you rented is not working properly, our team of technicians is on hand to provide technical support. We will do our best to make sure that your event goes as smoothly as possible & ensure you get a refund.