Refund Policy

Last Updated: 15 January 2025

This Refund Policy explains our policies regarding cancellations, refunds, and returns for ProNoriave Audio & Video Equipment rental and purchase services. We are committed to fair and transparent business practices whilst protecting both customer and business interests.

1. Equipment Rental Cancellations and Refunds

1.1 Cancellation by Customer

If you need to cancel a rental booking, refund eligibility depends on when you cancel relative to your scheduled rental start date:

Cancellation Timeframe	Refund Amount	Cancellation Fee
More than 14 days before rental start	100% refund	None
7-14 days before rental start	75% refund	25% cancellation fee
3-6 days before rental start	50% refund	50% cancellation fee
Less than 3 days before rental start	No refund	100% retention
After rental period has commenced	No refund	Full rental fee applies

1.2 How to Cancel a Rental

To cancel a rental booking, you must:

• Contact us via email at [email protected] or telephone at +44 21 2536 9307
• Provide your booking reference number
• State the reason for cancellation (optional but appreciated)
• Request cancellation confirmation in writing

Cancellations are effective from the date and time we receive your cancellation request, not when you intend to send it. We recommend requesting written confirmation of your cancellation.

1.3 Cancellation by ProNoriave

In rare circumstances, we may need to cancel your rental booking due to:

• Equipment damage or malfunction
• Unforeseen equipment unavailability
• Force majeure events (see Section 7)
• Safety concerns

If we cancel your booking, you will receive a full 100% refund of all fees paid, including delivery charges. We will also offer:

• Alternative equivalent or superior equipment (if available)
• Priority booking for future rentals
• A discount voucher for future rentals (typically 10-15%)

We are not liable for any consequential losses or expenses incurred due to cancellation, such as lost business opportunities or alternative equipment rental costs.

1.4 Modifications to Rental Bookings

If you wish to modify your rental booking (change dates, equipment, or delivery address), contact us as soon as possible. Modifications are subject to equipment availability and may incur additional charges.

Changes made more than 7 days before rental commencement are typically processed without fees. Changes made within 7 days may be subject to modification fees or treated as a cancellation and new booking.

2. Early Equipment Returns

2.1 Voluntary Early Returns

If you return equipment before the end of your rental period, you are not entitled to a refund for unused rental days unless:

• Equipment is faulty or not as described (see Section 3)
• We agree to early termination in writing due to exceptional circumstances
• Your rental period is 30 days or longer (may be eligible for partial refund at our discretion)

2.2 Long-Term Rental Adjustments

For rental periods exceeding 30 days, if you wish to return equipment early:

• Contact us at least 7 days before intended return date
• We will assess the request on a case-by-case basis
• Partial refunds may be considered, minus a 20% administrative fee
• Minimum rental period of 50% of original booking applies

3. Faulty or Defective Equipment

3.1 Equipment Not Working Properly

If rented equipment is faulty, defective, or not functioning as described:

• Report the issue immediately upon discovery (ideally within 24 hours)
• Contact us at +44 21 2536 9307 or [email protected]
• Describe the problem in detail and provide photos/videos if possible
• Do not attempt repairs yourself

3.2 Our Response to Equipment Issues

When you report faulty equipment, we will:

• Assess the issue remotely via phone/email support
• Provide troubleshooting assistance where possible
• Arrange replacement equipment delivery if the fault cannot be resolved
• Collect faulty equipment at no additional charge

3.3 Refunds for Faulty Equipment

If equipment is confirmed faulty and we cannot provide a suitable replacement:

• Full refund of rental fees for affected days
• Full refund of delivery charges (if applicable)
• No charges for return shipping or collection
• Compensation for proven direct costs (assessed case-by-case)

Refunds do not apply if equipment failure results from misuse, negligence, unauthorized modification, or customer error.

4. Equipment Purchase Refunds

4.1 Cooling-Off Period (Distance Selling Regulations)

Under UK Consumer Contracts Regulations, you have the right to cancel equipment purchases within 14 days of receiving the goods without giving any reason.

To exercise this right:

• Notify us within 14 days of receiving the equipment
• Return the equipment within 14 days of notifying us
• Equipment must be unused and in original packaging
• You are responsible for return shipping costs
• Equipment must be insured during return transit

4.2 Condition Requirements for Returns

To receive a full refund, returned equipment must:

• Be in original, unused condition
• Include all original packaging, accessories, cables, and documentation
• Have no signs of use, wear, or damage
• Include original proof of purchase

We reserve the right to deduct from your refund if equipment is returned in diminished condition beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

4.3 Faulty Purchased Equipment

If purchased equipment is faulty or not as described:

• Report the issue within 30 days of receipt
• We will arrange collection at no cost to you
• You are entitled to repair, replacement, or full refund
• Your statutory rights under UK consumer law apply

4.4 Exclusions from Purchase Returns

The following purchases cannot be returned unless faulty:

• Custom-ordered or personalized equipment
• Clearance or final sale items (clearly marked as such)
• Consumable items (batteries, cleaning supplies, etc.)
• Digital downloads or software licenses

5. Refund Processing

5.1 Refund Methods

Refunds are processed using the original payment method unless alternative arrangements are agreed in writing. We cannot issue refunds to different payment methods or accounts for security reasons.

5.2 Refund Timeframes

Once we approve a refund:

• Rental cancellations: Processed within 5-7 business days
• Equipment purchase returns: Processed within 14 days of receiving returned goods
• Faulty equipment claims: Processed within 7-10 business days after verification

Please note that after we process the refund, your bank or card issuer may take additional time (typically 3-5 business days) to credit your account.

5.3 Partial Refunds

Partial refunds may be issued in cases of:

• Cancellations within notice periods specified in Section 1.1
• Returned goods in less than perfect condition (purchases only)
• Missing accessories or documentation from returned equipment
• Negotiated early termination of long-term rentals

6. Non-Refundable Items and Fees

6.1 Always Non-Refundable

The following fees and charges are non-refundable under any circumstances:

• Optional insurance premiums (once rental period has commenced)
• Late return fees
• Damage or loss charges
• Cleaning fees for excessively dirty equipment
• Delivery fees (unless we cancel your booking)
• Processing fees for refunded transactions (where applicable)

6.2 Security Deposits

Security deposits are not refundable fees but authorization holds. They are released when equipment is returned in satisfactory condition, typically within 5-7 business days.

Deposits may be used to cover:

• Equipment damage or loss
• Late return fees
• Cleaning charges
• Missing accessories

7. Force Majeure and Extraordinary Circumstances

7.1 Definition

Force majeure events are extraordinary circumstances beyond anyone's reasonable control, including:

• Natural disasters (floods, earthquakes, severe weather)
• Pandemics or public health emergencies
• War, terrorism, or civil unrest
• Government-imposed lockdowns or restrictions
• Transportation system failures

7.2 Refund Policy During Force Majeure

If a force majeure event prevents you from using rented equipment or taking delivery:

• Contact us immediately to discuss options
• We may offer rescheduling without penalties
• Credit notes for future rentals may be issued
• Refunds assessed on a case-by-case basis

We retain the right to withhold refunds for costs already incurred (equipment preparation, delivery dispatch, etc.) but will work with customers to find fair solutions.

8. Dispute Resolution

8.1 Complaints Procedure

If you are dissatisfied with our refund decision:

1. Contact our customer service team at [email protected]
2. Clearly state your complaint and desired resolution
3. Provide supporting documentation (photos, receipts, correspondence)
4. Allow us 10 business days to investigate and respond

8.2 Escalation

If you remain unsatisfied after our initial response:

• Request escalation to management level review
• We will conduct a comprehensive reassessment
• Final decision will be communicated in writing within 14 days

8.3 Alternative Dispute Resolution

If we cannot resolve your complaint, you may pursue:

• Alternative dispute resolution services
• Consumer protection organizations
• Legal action through appropriate courts

9. Your Consumer Rights

10. Special Circumstances

10.1 Business/Corporate Accounts

Corporate and business account holders may have customized refund terms outlined in their service agreements. Where specific contract terms exist, they take precedence over this general Refund Policy.

10.2 Promotional Offers and Discounts

Equipment rented or purchased under promotional offers or with discount codes:

• Subject to this Refund Policy unless promotion terms state otherwise
• Refunds calculated based on actual amount paid, not original price
• Discount codes may not be reusable after cancellation

10.3 Gift Certificates and Vouchers

Rentals paid for using gift certificates or vouchers:

• Refunds issued as credit notes or replacement vouchers
• Cash refunds not available for voucher-paid bookings
• Vouchers valid for 12 months from issue date

11. Requesting a Refund

11.1 How to Request a Refund

To request a refund:

1. Contact us via email at [email protected] or phone at +44 21 2536 9307
2. Provide your booking/order reference number
3. State the reason for your refund request
4. Include relevant supporting documentation
5. Specify your preferred refund method (must be original payment method unless agreed otherwise)

11.2 Information We May Request

To process your refund efficiently, we may request:

• Proof of purchase or booking confirmation
• Photos of faulty or damaged equipment
• Description of the issue or reason for cancellation
• Return tracking information (for purchase returns)

12. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website with an updated "Last Updated" date.

Bookings made before policy changes remain subject to the policy in effect at the time of booking. New bookings are subject to the current policy.

13. Contact Information

14. Acknowledgment

By using our services, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy should be read in conjunction with our Terms & Conditions and Privacy Policy.

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This Refund Policy complies with UK consumer protection law and Google Ads requirements.