Cancellation and Refund Policy

Last Updated: April 25, 2024

For Items Rented

When you make a reservation with a reservation start date more than 30 days in advance, a 50% reservation deposit is charged when we accept the reservation. Otherwise, the reservation total is charged in full.

You may cancel a reservation within a specified timeframe without incurring cancellation fees. Cancellation fees may apply if a reservation is canceled outside the designated grace period. Cancellations made beyond the allowed period are considered late cancellations. Late cancellations may result in the forfeiture of the entire rental fee, and no refunds will be provided. The amount of the fee depends on the timing of the cancellation. The cancellation period and fees are:

• Free cancellation for and refund of all monies paid except processing fees:

• 48 hours after booking, so long as at least 30 days remain before the reservation begins
• 24 hours after booking when there are only 7 to 29 days remaining before the reservation begins
• 1 hour after booking when there are less than 7 days remaining before the reservation begins

• If canceled more than 30 days prior to the start date of the reservation (or the initial reservation if your reservation was rescheduled):

• Refunded

• The remaining portion of the reservation deposit, net of non-refundable amounts listed below

• Not refunded

• Any fees and associated taxes, including processing fees, background check fees and identity verification fees plus
• 10% of the reservation total

• If canceled less than 30 days prior to the start date of the reservation (or the initial reservation if your reservation was rescheduled) or after the reservation starts:

• Refunded

• $0

• Not refunded

• 100% of the reservation

Non-Refundable Deposits

Certain reservations may require non-refundable deposits, and the terms are communicated during the reservation process. Non-refundable deposits are not eligible for a refund under any circumstances.

Non-refundable deposits that are retained due to a cancellation outside of the free cancellation period may result in an account credit being applied to your account for use towards a future rental if the cancellation is made more than thirty (30) days from the reservation start date.

For rentals involving travel, we highly recommend travel insurance to protect you in the event of cancellations or disruptions to your travel plans, as travel insurance may reimburse you for non-refundable amounts for covered events.

Damages and issues

You agree to complete a visual inspection before you begin your use of any rental. All defects and/or damage to the rental noted in the return inspection which are not noted on the checkout form (sometimes referred to as a departure form) completed shall be the sole responsibility of the renter.

If you arrive at the designated pick-up location at the commencement of a rental period and the rental is, in your reasonable opinion, materially different from the listing of the rental on our website, you may cancel the booking. In such circumstance, you will not need to pay a cancellation fee and you will receive a refund of the rental price (less any processing and identity verification fees and delivery or shipping fees) if:

• you notify us immediately of the cancellation and inform us of the reason you canceled the booking;
•  we are satisfied (in our sole discretion) that the reason you canceled the booking was reasonable under the circumstances; and
•  you take a photo or photos of the rental or the conditions that you believe demonstrate that the rental is materially different from the listing of the rental on our site and make such photo or photos available to us for verification.

Failure of Renter to Complete Pre-Reservation Requirements

Each reservation may have pre-reservation requirements, some of which may require you to provide additional information or take action. These requirements will be communicated to you in writing prior to the start of your rental. If you do not complete the necessary pre-reservation requirements, your reservation will not be able to start and will be treated as a cancellation by you subject to this cancellation and refund policy.

No-Show Policy

Failure to pick up or take possession of rented items at your reservation date and time without prior notice constitutes a no-show. No-shows are subject to the same terms as late cancellations, and no refunds will be issued.

Communication of Cancellation

Customers are required to formally communicate cancellations through the provided channels, such as by emailing our support team at support@rentflex360.com.

Refund Eligibility

Refunds are issued based on the cancellation policy and the timing of the cancellation. Full or partial refunds may be provided for cancellations made within the allowable cancellation period.

Refund Processing Time

Refunds, when applicable, are typically processed within 30 days from the date of cancellation. Processing times may vary depending on the payment method and financial institutions involved.

Discretionary Policy Exceptions

U.S. military service members are eligible to receive a full refund except processing fees regardless of the cancellation policy if their cancellation is due to an active deployment or other military-issued order (we reserve the right to ask for supporting documentation, which may be verified).

In cases of unavoidable circumstances such as natural disasters or other unforeseen events, the company may offer flexibility in its cancellation policy. From time to time, at our sole discretion, we may offer refunds or credits outside of the cancellation policy.

For Items Purchased

We have a 7-day return policy for items purchased “new”, which means you have 7 days after receiving your “new” item to request a return. We have a no return or exchange” policy for items purchased “pre-loved” or “used.”

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags (if applicable), and in its original packaging without damage. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@rentflex360.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@rentflex360.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on discounted sale items or gift cards or items designated as non-refundable.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Any refund granted will be net of any incurred and applicable fees, including (but not limited to) payment processing fees, cancellation fees, shipping or delivery fees and restocking fees. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@rentflex360.com.

All Transactions

All fees charged, credits issued and refunds paid by us are calculated in United States Dollars. We accept no liability for losses suffered as a result of converting currencies, and any exchange risks from the conversion of currencies is your responsibility.

All days identified herein end at 5:00 p.m. CST of such day. Anything after that time will be deemed to have occurred the following business day.

Processing fees are never refundable under any circumstances.

We are not required to provide any refund or honor any credit to you if you are terminated because you violated our terms of service or any of our policies or agreements.

When a refund request is denied, we may in our sole discretion issue an account credit or gift card, which may be subject to exclusions and may be more or less than the amount that you paid.

Any disputes related to refunds should be communicated in writing within seven (7) days of the date that we provided you notice of an unfavorable determination made regarding your refund request. The company will review disputes and respond according to the terms outlined in our terms of service, policies and any applicable agreements with you.

To request a cancellation, return, exchange or refund, please contact us at support@rentflex360.com.

The Terms of Service are hereby incorporated by reference mutatis mutandis.

By placing an order with us, you thereby agree to our cancellation and refund policy.