Cancellation & Refund Policy
This Cancellation & Refund Policy explains how cancellations, changes, no-shows, early returns, and refunds work for hires booked with [Your Business Name] ("we", "us", or "our"). It forms part of your rental agreement. Where this policy and non-excludable consumer law differ, the law applies.
1. Cancelling a booking
You can cancel through your booking confirmation, customer account, or by contacting us. Refunds are based on how much notice you give before the scheduled pickup time:
- [48] hours or more before pickup: full refund of the hire fee, less any non-refundable booking or payment processing fee shown at checkout.
- Between [24] and [48] hours before pickup: [50]% refund of the hire fee.
- Less than [24] hours before pickup: no refund of the hire fee. We may offer a credit at our discretion.
Optional add-ons that have not been prepared or delivered are refunded in full when you cancel.
2. Changing your booking
You can ask to change your dates, times, pickup location, or item before pickup. Changes depend on availability. If the new booking costs more, we will charge the difference. If it costs less, we will refund or credit the difference using the notice periods above. Repeatedly moving a booking to avoid the cancellation window may be treated as a cancellation.
3. No-shows and late pickups
If you do not collect the Rental Item within [2] hours of the scheduled pickup time and have not contacted us, the booking is treated as a no-show and the hire fee is not refunded. We may release the item to another customer. Your access code or pickup instructions may stop working once the booking is cancelled or released.
4. Early returns
Returning a Rental Item early does not entitle you to a refund for the unused portion of the hire unless we agree in writing. Where we can re-hire the item for the remaining period, we may offer a partial credit.
5. Bad weather and safety
If we reasonably decide that conditions make the hire unsafe (for example severe weather warnings, fire danger, flooding, or official closures), we may cancel or reschedule the booking. In that case you can choose a full refund or a free change to another available date. Forecast weather alone does not qualify for a refund if we consider the hire safe to proceed.
6. Cancellations by us
If we cancel your booking because the Rental Item is unavailable, damaged, or unsafe, you will receive a full refund of all amounts paid for that booking, or a replacement item or date if you prefer. Our liability is limited to that refund except where non-excludable law requires otherwise.
7. Security deposits and holds
Security deposits and pre-authorisation holds are released after the Rental Item is returned and inspected, less any amounts owed under your rental agreement (for example damage, cleaning, late return, fuel, or missing accessories). Released holds can take [5–10] business days to appear, depending on your bank.
8. How refunds are paid
Approved refunds are paid to the original payment method within [7] business days. We cannot refund to a different card or account. Booking credits are valid for [12] months from the date they are issued unless the law requires a longer period.
9. Your consumer rights
Nothing in this policy excludes, restricts, or modifies any right or remedy you have under consumer protection law that cannot lawfully be excluded, including rights to a remedy where a Rental Item has a major failure or the service is not provided with due care and skill.
10. Contact us
To cancel, change a booking, or ask about a refund, contact [Your Business Name] at [your@email.com]. Please include your booking reference and the name used on the booking.
