The following policies and guidelines were developed in 2004 with the input of the Partner group. They represent an effort to ensure consistent and professional solutions to issues related to balloon delivery operations. While it is not possible to offer a custom response to every possible event, the solutions provided can be applied to similar situations. The guidelines are subject to future reviews and changes.

1. CALLING AHEAD
Calling ahead before any delivery is the surest way to avoid wasted time and resources. When advance calls are made, an effort should be made not to compromise the element of surprise.

2. SCHOOL DELIVERIES
With school deliveries, Partners must confirm that the school will accept a balloon delivery. Such calls should be made prior to inflating the balloons and departing with the order.

3. HOSPITAL DELIVERIES
With any order to a hospital, Partners must confirm that the patient has not been discharged and that the patient is in a section of the hospital which permits balloons.

Latex deliveries to patients in hospitals are no longer permitted. If you receive such an order, it is an error. Please contact Seattle for instructions.

4. RESIDENTIAL DELIVERIES
With residential deliveries, Partners must first call the residence to confirm that someone will be available to accept the delivery. DO NOT INFLATE BALLOONS FOR AN ORDER UNTIL A DELIVERY TIME HAS BEEN COORDINATED WITH SOMEONE AT THE RESIDENCE.

It is acceptable to delay the delivery until confirmation is made that someone will be at the residence to accept the delivery, regardless of the requested delivery time slot.

The initial call to a residence should be made within the first two hours of the scheduled delivery time frame, at the latest. Waiting any longer reduces the chances of successfully coordinating a delivery on the day it is scheduled. We recommend calling the day prior if possible. If no one answers, leave a message and request a return call.

Exceptions to this policy are deliveries to doorman buildings or to residences where the customer has provided other acceptable options.

5. CUSTOMER COMPLAINTS
As a BalloonPlanet.com Partner, you can be proud to be associated with an organization that responds to customer complaints in a quick and professional manner, with generous resolutions in cases where our organization failed to deliver as promised.

6. COMMERCIAL DELIVERIES
Calling ahead to a place of business can forestall a delivery to a recipient who has left work unexpectedly or called in sick, however, this procedure is not obligatory.

7. RECORDING DELIVERY DETAILS
Partners should record the delivery time of each order and the name of the person accepting the order. This information is helpful in substantiating that a delivery was made when a customer initiates an inquiry several weeks following the delivery date. If a Partner provides this information when requested, and the credit card company refunds the customer in a dispute, the Partner will be paid. Without this information, payment will likely be withheld.

8. CREDIT CARD FRAUD
The banking system does not permit e-commerce businesses to retain revenues collected from stolen or fraudulently used credit cards, even though these revenues may have been collected through an approved authorization process. Unfortunately, no commercial insurance is available to compensate for such losses. BalloonPlanet.com uses a portion of the 6% CIA fee (taken from each sale before payments are disbursed to Partners) to insure Partners against fraudulent charges connected to BalloonPlanet.com commerce.

9. CREDIT CARD DISPUTES
In cases where a customer disputes a BalloonPlanet.com credit card charge, we will guarantee payment to the Partner if it is determined that the Partner followed procedures outlined herein.

CASES AND RESOLUTIONS

CASE A
The balloons were delivered to a residence where no one was home. The Partner had not received permission to leave the balloons outside, unattended. The balloons were left on the exterior of the home but were stolen before the recipient arrived.

Acceptable Resolutions
1) Redeliver the balloons for no additional charge.
2) Offer replacement balloons that can be picked up at your facility, for no additional charge.

CASE B
The balloons were delivered to a residence where no one was home. The Partner had not received permission to leave the balloons outside, unattended.The balloons were left on the exterior of the home but were damaged by high winds and direct sunlight before the recipient arrived.

Acceptable Resolutions
1) Redeliver replacement balloons for no additional charge.
2) Offer replacement balloons at no additional charge if the recipient is willing to pick them up at your facility.

CASE C
An incorrect delivery address was provided by the customer.

Acceptable Resolutions
1) If the correct delivery address is close and the delivery can be redirected, deliver the balloons for no additional charge.
2) If the correct address is not close, but the delivery can be redirected, deliver the balloons for an additional charge.*
3) If the correct address cannot be learned during the initial delivery effort, redeliver the balloons to the correct address at a later time for an additional charge.*
4) Invite the recipient to pick up the balloons at your facility.

*BalloonPlanet.com will pay the additional delivery charge.

CASE D
The balloons were mistakenly delivered to the wrong address — not the address on the order form.

Acceptable Resolution
If acceptable to the customer, the Partner will be expected to deliver a new order to the correct address, and, depending on how late the order is delivered, BalloonPlanet.com may elect to give the customer a full refund, resulting in no payment to the Partner for either of the deliveries.

CASE E
Within 48 hours following delivery, the recipient or customer complains that the balloons did not float as long as the web site states.

Acceptable Resolution
Such cases will be handled on a case by case basis. If the customer or recipient contacts BalloonPlanet.com with this complaint, BalloonPlanet.com will contact the Partner to arrange a satisfactory resolution.

CASE F
Within 12 hours after delivery, the recipient or customer complains that their balloons have popped.

Acceptable Resolutions
Chances are the balloons were allowed to hit the ceiling, were mishandled, or static electricity caused the balloons to pop. It may be impossible to know which of these three caused the problem. There are two acceptable resolutions.
1) Redeliver the balloons for no additional charge.
2) Offer replacement balloons for no additional charge if the recipient is willing to pick them up at your facility.

CASE G
The recipient or customer complains that the balloons are not the same as those ordered.

Acceptable Resolution
If it is confirmed that the product delivered does not match the product shown on the web site, the customer will be given the choice of a refund or a re-delivery. If BalloonPlanet.com feels it is appropriate, we will issue a $25 credit toward a future delivery and charge the Partner the commission on the order. Both costs will be born by the Partner responsible.

CASE H
Balloons pop or become partially deflated enroute to the delivery.

Acceptable Resolutions
1) In some cases it will not be practical to continue with the delivery. For example, if a Clown Airwalker deflates while enroute you have no choice but to replace the balloon.
2) If the defective balloon is not critical to the character of the delivery, and it is not practical to replace it, continue with the delivery and report the incident to Seattle dispatch so a refund can be arranged. Never deliver a balloon that is partially deflated.

Note: When delivering unique foil balloons that are key elements in a bouquet, it is recommended to inflate such balloons several hours prior to delivery so they can be replaced if defective. This is particularly important with Megaloon numbers.

CASE I
The balloons are delivered to a place of business and the recipient has left for the day.

Acceptable Resolution
It is acceptable to leave the balloons on the premises.

CASE J
The order was not delivered as scheduled due to an oversight by the BalloonPlanet.com Partner.

Acceptable Resolutions
1) In cases where it is too late to make the delivery, BalloonPlanet.com will issue a refund for the original delivery and provide the customer a gift certificate for a future order, not to exceed the cost of the original order.

2) In cases where the delivery can still be made, BalloonPlanet.com will issue a full or partial refund, depending on circumstances, and provide the customer with a $25-$50 gift credit for a future order. The Partner will be charged for both costs.

CASE K
A complaint is lodged that the balloons arrived reaking of cigarette smoke, and it is determined that the Partner was at fault.

Acceptable Resolutions
1) In cases where it is too late or not appropriate to make a re-delivery, BalloonPlanet.com will issue a refund for the original delivery and provide the customer a gift certificate for a future order, not to exceed the cost of the original order. The Partner will be charged for the refund and the gift certificate.

2) In cases where a re-delivery can be made at a time agreeable to the customer, BalloonPlanet.com may take the following additional action: Issue a full or partial refund, and/or provide the customer with a $25-$50 gift credit for a future order. The Partner will be charged for both costs.