FAQ

 Frequently Asked Questions

INFORMATION

Our FAQ section is designed to assist you with any questions you may have. If your question is not answered below, please feel free to use the contact form. We will always be updating the FAQs section in the future.

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GENERAL

ACCOUNT

Do I need an account?

In short, yes, you need an account on our Lilap Systems.

Having an account with us allows you to save your orders, receive notifications, discounts, promotions and a way to contact us.

If you have recently had an event service hire with us, your images will be linked to your order. If you have requested for a gallery, your gallery link will be linked within your order.

Can I create an account after ordering or booking?

Yes, you can create an account after ordering or booking with us. Simply register a new account and notify us your order/booking number to link to your profile.

Once your profile has been linked, you can manage your order/booking.

Click here to create an account.

I forgot my password, how do I reset it?

If you have forgotten your password, click this link and follow the on screen prompts.

What is a Wholesaler status account, and how do I apply for one?

Wholesaler status account is one of the many status accounts we offer. Having a Wholesaler status within your account allows you to purchase any item within the “Supplies” category and receive a 30% total cart discount.

If you would like to apply, you must have a valid ABN, which we will validate, and must already have an account created with us, which is easy to create.

What is a Legacy status account, and how do I apply for one?

Legacy status account is one of the many status accounts we offer. Having a Legacy status within your account will allow you to book selected services and receive up to 50% off the total booking price.

Each discount is given based on how frequently you booked. This account is only offered to those who have booked within the first year of that selected service hire, and only if you have booked at least 2 or more of the same service over time.

For example, if we just released our Photo Booth service and you have booked with us within it’s first year, then you continuously book more of the Photo Booth service totaling 2 or more bookings over 3 years, you can apply for a Legacy status account. 

For Event, and Venue Managers, the “Partnership” status account would suit best.

What is a Partnership status account, and how do I apply for one?

Partnership status account is one of the many status accounts we offer. Having a Partnership status within your account will allow you to book selected services and receive discounts on all of our event services.

This account is designed for Event, and Venue managers who frequently book our services, who also want to include it with their fees. It is a great incentive as it allows Event, and Venue managers to set their own prices for our services, but at the same time, receive a consistent discounted price.

PHOTO BOOTHS

DELIVERY

How far do you deliver?

We deliver up to 50km driving distance from the Central Business District (CBD) of your selected city.

The delivery distance is calculated from the centre of the CBD to your event/venue address you have entered in the delivery section. Our system uses driving distance and not radial or line of sight (straight line) distance calculations.

If you fall just outside of the 50km delivery zone, there is an automatic fee of $5 per kilometre, rounded up. So for example, if your venue is 52km, there will be an extra $10 fee added at the checkout.

When will you deliver the photo booth for my event?

We aim to deliver the photo booths within 30 minutes of your selected service start time, this will include the delivery, setup, and testing the booth before use. 

For example, if your event were to start at 1800 (6pm), we will arrive sometime on or after 1730 (5:30pm).

When will you start to pack up the photo booth?

We generally start packing up on or just after your photo booth service finish time. We aim to bump out within 30 minutes of your service finish time.

Can you deliver at an earlier time?

Unfortunately we cannot deliver any other time apart from within 30 minutes of your selected start time. This is due to having limited resources and may still be at another event.

Our services are popular and we allocate a buffer time for things such as distance, traffic, delays etc. We will consider more options in the future, however, at this stage, we are unable to deliver anytime more than the 30 minutes within your selected service start time.

Can you deliver the items we have purchase from the shop to the event?

Yes, by default, we deliver any additional items that are purchased from our online shop to the event. For example, if you were to purchase a Photo Book, we will assume that this book was purchased to be used at the event and we will set it up for the service.

We can also set aside purchased items on request, if you are planning on using the purchased items another time.

If you require the items to be delivered before the event, a shipping fee may be added.

Do you require vehicle access to the venue?

Yes, we require direct access or vehicle access to the venue such as a loading bay. This allows us to safely, and unload our equipment efficiently. 

Do you require vehicle parking?

Yes, we require vehicle parking. After unloading, it is most likely we will be parking the vehicle to stay within range of the Photo Booth. This is to allow the Photo Booth to connect to our remote systems and to monitor the status of the computer, such as printing capacity, internet etc.

Depending on the package you booked, we may require the person who booked, to cover costs of vehicle parking.

Can I change my delivery address?

Yes, you may change your delivery address up to 1 day before your event starts. However, there may be extra delivery charges if your new venue address exceeds our included 50km delivery zone.

There will be no cash refunds if the delivery was originally outside our included 50km delivery zone and the new address is within the 50km delivery zone. Instead, we will be crediting your account with the difference for future use.

If you have requested to change your delivery address via our online contact forms, we may contact the number of the original booking to confirm the change. If you contact us directly using the same email address, or giving us a call from the same number as the original booking, your changes will be immediately applied.

PHOTO BOOTH SERVICE

What requirements do you need?

We require a minimum space of 3×3 metres and at least 2.4 metres high for the Curtained Enclosure type. Different enclosures required larger spaces. Open Backdrop enclosure requires at least 4×4 metres, and the Inflatable enclosure requires at least 5×5 metres of space. This allows us to setup properly and allow an entrance, and an exit point during the service.

We also require access to power within this area, or within 3 metres of reach. Without power, unfortunately we will be unable to operate the equipment and there will be no refunds available.

Who can use the Photo Booth?

Anyone can use our Photo Booths! Depending on the type of Photo Booth you have at the event, the Generation 1 Booth has a camera tilting mechanism that you can tilt the camera down for children etc.

Our Generation 2 Booths however, have a more unique feature, you may press the Up or Down buttons to increase or decrease the height of the Photo Booth. There is also a remote that that Attendant will have that can remotely tilt the camera Up or Down.

We require all children at the age of 12 and/or under, to be fully supervised whilst using the Photo Booth. We do not supervise the Photo Booth at all times, so we politely ask everyone to enjoy the Photo Booth, whilst respecting the equipment ie, not abusing, swinging, pushing, kicking, punching the equipment etc.

What happens if the Photo Booth is damaged during the event?

If the equipment has been damaged during the event, our in-house engineers will asses the damage. Depending on the type of damage, if any equipment has been damaged to the point of breakage, and or malfunction, we require the person who booked the service to pay for the damages. As per the agreement that you may have agreed to, this can be enforced by the laws of Australia, and New Zealand.

However, in light of the above statement, there has never been an instance where there has been substantial damage to our equipment. We take wear and tear into account as depreciation over time. Our Photo Booth units are modular, and costs around the vicinity of $20,000 AUD. You would literally need a mob of people to destroy this unit in order to incur this cost… That would constitute that you must have hated your photos…

What will the attendant be doing?

We have instructed the attendant to roam the venue/event, and to maintain the equipment, including the occasional reset of the props table. This means that from time to time, the attendant will return to make the props table look tidy, however, since everyone loves to dress up, the props table instantly because messy again… At least we try.

In terms of what the attendant actually does, they may be near the equipment, but they are allowed, and also asked to leave the venue if the music is louder than 80db. This is a Occupational Health and Safety standard that we take seriously.

Which template will I be getting?

Depending on your selection during the booking process, please view the following below.

Our Selection/Default Design:

Our designers will select a template from our already made template library that will suite your event style. These templates may have previously been used before, but are very popular. This will include your event name at the bottom of the strip with the date below the event name.

Design Your Own:

If you have Photoshop installed, or have a creative flare, you may design your own template. You may download our base template using the link below. There are some guidelines you must follow in order for the design to be approved:

  • You will need to leave the black box alone as this is used to located the positions for the images to be attached to the template design.
  • There are two sides to the template, the left and right side. You may use the middle line to guide you on where to attached your template. This feature allows you to have two designs on one template, like a His/Hers, or a Guest/Host.
  • If you will not have a dual design, both sides must have the same design as each other, or one side will be printed blank.
  • Template designs must be emailed back, or uploaded using our online upload system. Must be back at least 1 day before the event, please give more time if you are unsure of final template. As there is an approval process.
  • Template designs must be in the original file format .PSD, and the same size the template originally had. Any other file format and we will not be able to view the file.

Download Base Template Here

Premium Template:

If you have selected a Premium Template, our designers will apply your event name and date to this template.

Custom Design:

A designer will be in touch with you to design your template together.

PRINTS

How many prints do I get?

Depending on your selection/package, it will state how many prints you will get during your service hire.

For photo strip style templates, you will receive 2 strip prints. One for you, and one for your guests, or they can have them both if you wish.

For single postcard style templates, there will only be one print per session which the guests can take if they wish.

Most of our packages have Unlimited prints, meaning that there is no limit to how many prints can be done within your service hire. Unlimited printing is not included with multi prints, this means that a guest cannot request to print out an x amount of reprints.

Can I request for reprints?

We do not allow any reprinting during the use of the booth, this is to make sure everyone has a fair go as reprinting does take up our print queues which may hold up the photo booth line.

Also depending on your package, reprinting may not be included. Most reprints are done at our office and sent via mail.

How long does it take for it to print out?

Depending on what type of template you have chosen during the booking process, our general time for prints is 10 seconds per print.

I didn't get any of the prints from my Event?

For some events, guests love to take the photo prints for themselves. We do encourage the guests to leave one copy of the photo prints, but it most cases, people love them so much that they take both.

If this is the case, we do have an after event reprint service where you can have all your photo sessions reprinted. This is a charged service as we do use third party suppliers to reprint out the photos.

PHOTOGRAPHY

PHOTOGRAPHY SERVICE

How far do you service?

We have a service distance up to 50km driving distance from the Central Business District (CBD) of your selected city.

The service distance is calculated from the centre of the CBD to your event/venue address you have entered in the delivery section. Our system uses driving distance and not radial or line of sight (straight line) distance calculations.

If you fall just outside of the 50km service zone, there is an automatic fee of $5 per kilometre, rounded up. So for example, if your venue is 52km, there will be an extra $10 fee added at the checkout.

When will the Photographer/s arrive?

We aim to have our Photographer/s arrive at the event within 30 minutes of the selected start time. This allows the Photographer/s to setup any equipment they may have, and/or to tour the location for possible shooting locations depending on the package you have selected.

Do I need to feed the Photographer/s during my event?

Short answer is Yes.

Long answer, although nothing within the Occupational Health and Safety states that the host must provide a meal to staff, it is a courtesy for the event host, or venue to provide a meal for the Photographer/s during certain types of events. These event types are but not limited to: Weddings, Formals, and Engagement Parties. 

If a meal is not provided, and the Photographer/s has been working for 3 hours or more, they are permitted by the OHS to travel and purchase a meal. This is at the discretion of the Photographer/s to leave the venue to purchase a meal. This may also impact the length of time you may have the Photographer/s for and may not receive compensation for time lost. Minimum length of time for the Photographer/s to leave to purchase a meal is 30 minutes, but may not exceed 1 hour.

When will I get my images?

Generally it takes 2 weeks from when the event finishes. This is however, completely dependent on the Photographer and their editing style.

If you would like good quality images, please allow more time for the Photographer to edit. 

Depending on the level of edit, a quick edit of a single image is roughly 5 minutes, however, a good edit, such as the main photograph, may take up to 1 hour.

Also depending on the event, on average, a wedding may have a minimum of 250 photographs per Photographer.

It has been a month and I have not received my images?

If it has been a month since the end of your event, contact us or the Photographer/s directly.

Most of the time, our emails are sent but can go directly to your email spam folder due to the included links within the email content. If you still have not found the email and have not received a reply from the Photographer/s, send us an email directly by using the online Contact forms or by directly replying to one of our previous emails.

Do you require vehicle parking?

Yes, we require vehicle parking. The Photographer/s will most likely be travelling by car to the event. This would mean that they require car parking. It is up to the client to cover all parking expenses, excluding fines of course.

DJ

DELIVERY

How far do you deliver?

We deliver up to 50km driving distance from the Central Business District (CBD) of your selected city.

The delivery distance is calculated from the centre of the CBD to your event/venue address you have entered in the delivery section. Our system uses driving distance and not radial or line of sight (straight line) distance calculations.

If you fall just outside of the 50km delivery zone, there is an automatic fee of $5 per kilometre, rounded up. So for example, if your venue is 52km, there will be an extra $10 fee added at the checkout.

When will the DJ arrive at my event?

The DJ service hire is unique to our other service hires. This is due to the amount of heavy equipment, setting up, and testing for the event.

The DJ will arrive within 1 hour of the selected start time of the event. This means, if you were to select 7pm start, the DJ will arrive from 6pm onwards, to have the DJ setup completed by 7pm start.

It is very important that you select the start time of the whole event, and not the start time for the entrees, reception etc. Most venues do not allow DJ’s to setup during reception as they will have allocated Bump-In & Bump-Out times.

To find out your start times, it is best to contact your Event Manager to find out when the DJ can begging to setup. It is not our responsibility if the DJ is denied entry to the Venue for setting up, and no refunds, and/or credits as we would be following your selected start times.

If you are still unsure on what to do, contact us, and we will assist you with your booking.

When will the DJ start to pack up?

Generally, the DJ will not be permitted to start packing up until after the event has fully finished. This is due to most venues not allowing vendors to pack up large equipment until all guests has exited.

It is important to make sure that you have selected the times, that will cover your entire event. It is not our responsibility that the end time selected for the DJ is 9pm, but the event finishes at 11pm. No refunds, and/or credits will be offered.

Can you deliver at an earlier time?

DJ services may have Idle time charges, which will allow the DJ to arrive at an earlier time for additional costs.

Can you deliver the items we have purchased from the shop to the event?

Yes, by default, we deliver any additional items that are purchased from our online shop to the event. For example, if you were to purchase a Photo Book, we will assume that this book was purchased to be used at the event and we will set it up for the service.

We can also set aside purchased items on request, if you are planning on using the purchased items another time.

If you require the items to be delivered before the event, a shipping fee may be added.

Do you require vehicle access to the venue?

Yes, we require direct access or vehicle access to the venue such as a loading bay. This allows us to safely, and unload our equipment efficiently. 

Do you require vehicle parking?

Yes, we require vehicle parking. After unloading, it is most likely we will be parking the vehicle close to the Venue for security.

Depending on the package you booked, we may require the person who booked, to cover costs of vehicle parking.

Can I change my delivery address?

Yes, you may change your delivery address up to 1 day before your event starts. However, there may be extra delivery charges if your new venue address exceeds our included 50km delivery zone.

There will be no cash refunds if the delivery was originally outside our included 50km delivery zone and the new address is within the 50km delivery zone. Instead, we will be crediting your account with the difference for future use.

If you have requested to change your delivery address via our online contact forms, we may contact the number of the original booking to confirm the change. If you contact us directly using the same email address, or giving us a call from the same number as the original booking, your changes will be immediately applied.

DJ SERVICE

What songs will the DJ play?

That really depends on the type of package you have selected, and/or the selected DJ/Music style.

What does the DJ need before the service?

Before each event, the DJ may contact you in regards to an Event Running sheet, which contains all the scheduled information of the event.

This should also have the DJ play sheet, which will say when, and what song the DJ will play, when the speeches are, any song requests etc.

EVENT MANAGEMENT

Coming Soon

CATERING

Coming Soon

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