Refund Policy

1. Cancellation Policy

We understand that plans can change. Our cancellation policy allows for flexibility while ensuring we can manage our equipment inventory effectively.

1.1 Standard Cancellations

• More than 48 hours before rental start: Full refund of the rental fee and deposit
• 24-48 hours before rental start: 75% refund of the rental fee; full refund of deposit
• 12-24 hours before rental start: 50% refund of the rental fee; full refund of deposit
• Less than 12 hours before rental start: No refund of the rental fee; full refund of deposit

All cancellations must be made through your account on our website or by contacting our customer service team directly.

1.2 Rescheduling

If you need to reschedule your rental period rather than cancel entirely:

• Rescheduling requests made more than 24 hours before the rental start time can be accommodated at no additional charge, subject to equipment availability
• Rescheduling requests made less than 24 hours before the rental start time may incur a rescheduling fee of 25% of the rental amount
• All rescheduling is subject to equipment availability for the new requested dates

2. Refund Conditions

Refunds may be issued under the following conditions:

2.1 Equipment Issues

• Equipment malfunction: If the rented equipment fails to operate properly due to no fault of the renter, a full or partial refund will be issued depending on the duration of the rental period during which the equipment was unusable
• Equipment unavailability: If we are unable to provide the reserved equipment at the time of pickup/delivery and no suitable alternative is available or acceptable to you, a full refund will be issued
• Equipment condition: If the equipment provided does not meet our quality standards or is unsafe to operate, you are entitled to a replacement or full refund

2.2 Service Issues

• Delayed delivery: If we fail to deliver equipment at the agreed-upon time and this significantly impacts your project, you may be eligible for a partial refund
• Incorrect equipment: If we provide equipment that is significantly different from what was reserved and it's unsuitable for your needs, you may request a full refund

2.3 Early Returns

If you return equipment before the end of your rental period:

• For rentals of 3 days or less: No refund for early returns
• For rentals longer than 3 days: Partial refunds may be issued for unused full days at our discretion, less a 25% early return fee
• All early return refunds must be requested at the time of return

3. Refund Process

To request a refund, please follow these steps:

3.1 Refund Request Procedure

1. Contact our customer service team as soon as an issue arises by phone at +447497634211 or by email at support@framrsklns.com
2. Provide your order number, rental details, and a clear explanation of the reason for the refund request
3. If applicable, provide photographic evidence of any equipment issues
4. Our team will review your request and respond within 2 business days

3.2 Refund Processing Timeline

• Approved refunds will be processed within 3-5 business days from the approval date
• Refunds will be issued to the original payment method used for the rental
• Depending on your financial institution, it may take an additional 5-10 business days for the refund to appear in your account

3.3 Refund Documentation

For all approved refunds, you will receive:

• An email confirmation of the refund approval
• A refund reference number
• The amount being refunded
• The expected processing timeline

4. Exceptions to Refund Policy

Refunds will not be issued under the following circumstances:

4.1 User Error or Misuse

• Damage to equipment caused by improper use, negligence, or failure to follow provided instructions
• Equipment failure resulting from using the equipment for purposes other than its intended use
• Ordering incorrect equipment for your needs when proper guidance was provided

4.2 Partial Usage

• No refunds will be issued if you choose not to use the equipment for the full rental period due to completion of your project earlier than anticipated
• No refunds for unused features or attachments that were included in the rental package

4.3 Weather-Related Cancellations

For outdoor equipment rentals:

• No automatic refunds for weather-related cancellations, as weather conditions are beyond our control
• In cases of severe weather events (as determined by official weather advisories), we may offer rescheduling without additional fees

4.4 Force Majeure Events

We reserve the right to deny refunds in cases of force majeure events, including but not limited to:

• Natural disasters
• Civil unrest or riots
• Government actions or restrictions
• Other circumstances beyond our reasonable control

In these cases, we will work with you to reschedule your rental when possible.

5. Deposits and Security Holds

5.1 Security Deposit Refunds

Security deposits are refundable and will be returned within 3-5 business days after:

• Equipment is returned in the same condition as when rented, allowing for normal wear and tear
• All rental terms have been satisfied
• Any outstanding charges have been settled

5.2 Deductions from Deposits

The following may be deducted from your security deposit:

• Costs for repairing damage beyond normal wear and tear
• Cleaning fees for equipment returned in excessively dirty condition
• Late return fees
• Replacement costs for missing parts or accessories

5.3 Authorization Holds

For credit card rentals:

• We place an authorization hold rather than charging a deposit
• Authorization holds are released within 3-5 business days after equipment return
• Your bank may take additional time to remove the hold from your available balance

6. Special Circumstances

6.1 Long-Term Rentals

For rentals exceeding 30 days:

• Custom cancellation and refund terms may apply
• These terms will be specified in your rental agreement
• Early termination fees may apply for cancellation of long-term rentals

6.2 Special Orders or Custom Equipment

For specially ordered or customized equipment:

• Non-refundable deposits may be required
• Cancellation fees may be higher than our standard policy
• Terms will be clearly communicated before confirmation of your order

6.3 Promotional Discounts and Gift Cards

• Rentals paid for using promotional discounts may be refunded at the actual paid amount, not the full retail value
• Gift cards and store credits are non-refundable but may be transferred
• Refunds for rentals paid with gift cards will be issued as store credit

7. Dispute Resolution

If you disagree with our decision regarding your refund request:

1. Contact our customer service team to explain your concerns
2. If the issue remains unresolved, you may request escalation to a manager
3. Provide any additional documentation or evidence that supports your case
4. We will review escalated cases within 5 business days

Our goal is to resolve all disputes fairly and to your satisfaction. However, we reserve the right to make final decisions regarding refund eligibility based on this policy and our terms of service.

8. Policy Modifications

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We will notify customers of significant changes through:

• Updates on our website
• Email notifications to registered users
• Notices in our physical locations

The policy in effect at the time of your rental will apply to that transaction.

9. Contact Information

If you have questions about our Refund Policy or need to request a refund, please contact us through one of the following methods:

We aim to respond to all inquiries within 24 hours during business days.