Refund Policy

Last Updated: January 15, 2025

This Refund Policy outlines the terms and conditions governing cancellations, refunds, and modifications for equipment rental and purchase services provided by Poeteterro. We are committed to fair and transparent refund practices whilst balancing business sustainability and customer satisfaction.

This policy applies to all transactions conducted through our website, telephone bookings, or in-person arrangements.

1. Equipment Rental Cancellations and Refunds

1.1 Cancellation by Customer

We understand that circumstances change. Our cancellation policy aims to be fair while accounting for business costs associated with reserving equipment.

Cancellation Timeframe	Refund Percentage	Conditions
More than 14 days before rental start	100% refund	Full refund minus payment processing fees
8-14 days before rental start	75% refund	25% cancellation fee applied
4-7 days before rental start	50% refund	50% cancellation fee applied
Less than 4 days before rental start	No refund	Full payment retained

1.2 Booking Modifications

• Date changes requested more than 7 days before the rental start date are free of charge, subject to equipment availability
• Date changes requested 4-7 days before rental start may incur a £25 administrative fee
• Date changes requested less than 4 days before rental start are subject to availability and may be treated as a new booking
• Equipment substitutions are free when requested more than 48 hours before rental start, subject to availability
• Adding equipment to existing bookings is always permitted subject to availability

1.3 Cancellation by Poeteterro

In rare circumstances, we may need to cancel confirmed rentals due to:

• Equipment malfunction or damage rendering it unavailable
• Force majeure events (natural disasters, pandemics, government restrictions)
• Supplier issues beyond our reasonable control

If we cancel your rental:

• We will provide immediate written notification
• You will receive a full refund of all payments made
• We will offer equivalent alternative equipment when available
• We are not liable for consequential damages, travel costs, or other indirect expenses

1.4 Early Return of Rental Equipment

• Early returns do not qualify for partial refunds
• Rental fees are based on the reserved period, not actual usage duration
• Equipment must still be returned during business hours or as arranged
• Security deposits will be processed according to standard timelines regardless of early return

2. Equipment Purchase Cancellations and Returns

2.1 Consumer Rights (Distance Selling)

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers purchasing equipment online or via telephone have the right to cancel within 14 days of receiving goods.

Your cancellation rights include:

• 14-day cooling-off period from the date of delivery
• No reason required for cancellation
• Full refund including standard delivery costs
• Responsibility for return shipping costs (unless goods are faulty)

2.2 Business Purchases

If you are purchasing as a business entity (not a consumer), statutory cancellation rights do not apply. However, we offer goodwill returns subject to:

• Return request within 7 days of delivery
• Equipment unused and in original packaging
• 20% restocking fee applied
• Return shipping costs paid by customer
• Our approval of the return request

2.3 Faulty or Damaged Equipment

If purchased equipment arrives faulty, damaged, or not as described:

• Report issues within 48 hours of delivery with photographic evidence
• We will arrange collection or provide return labels at no cost
• Choose between replacement, repair, or full refund
• Full refund includes original delivery costs
• No restocking fees apply for faulty goods

2.4 Custom or Special Orders

• Equipment ordered specifically to your specifications is non-refundable
• Custom-configured equipment packages cannot be cancelled once processing begins
• We will clearly identify non-refundable custom orders before purchase confirmation

3. Security Deposits

3.1 Security Deposit Processing

• Security deposits are typically processed as pre-authorizations on credit/debit cards
• Deposits are held for the rental duration plus inspection period
• Deposits are released within 5-7 business days after satisfactory equipment return
• Bank processing times may extend the release timeframe beyond our control

3.2 Security Deposit Deductions

Deposits may be partially or fully retained to cover:

• Repair costs for damaged equipment
• Replacement costs for lost or stolen equipment
• Cleaning fees for excessively dirty equipment
• Late return charges
• Missing accessories or components

We will provide itemized statements for any deposit deductions with supporting evidence.

4. Refund Processing Procedures

4.1 Refund Methods

• Refunds are processed to the original payment method whenever possible
• Credit/debit card refunds appear within 5-10 business days depending on your bank
• Bank transfer payments are refunded via bank transfer to the original account
• We cannot process refunds to different payment methods or accounts for security reasons

4.2 Processing Timeframes

• Approved refunds are initiated within 3-5 business days
• Bank processing times are additional and beyond our control
• Complex refund cases may require up to 14 days for investigation and processing
• You will receive email confirmation when refunds are processed

4.3 Payment Processing Fees

• Payment processing fees charged by payment providers are non-refundable
• Typically 2-3% of transaction value for card payments
• These fees are deducted from refund amounts where applicable

5. Exceptional Circumstances

5.1 Force Majeure Events

If force majeure events prevent equipment collection or use:

• Government restrictions or lockdowns affecting equipment use
• Natural disasters preventing access to rental locations
• Public health emergencies requiring event cancellations

We will work with you to:

• Reschedule rentals without penalty
• Offer credit vouchers valid for 12 months
• Provide partial refunds minus unavoidable costs already incurred

5.2 Equipment Unavailability

If reserved equipment becomes unavailable due to unforeseen circumstances:

• We will offer equivalent or superior alternative equipment at no extra cost
• If alternatives are unacceptable, full refunds will be provided
• We will communicate issues as soon as they become known

6. Non-Refundable Items and Services

The following are non-refundable under all circumstances:

• Delivery and collection fees once services are performed
• Insurance charges for coverage already provided
• Technical support or consultation fees for services rendered
• Administrative fees for booking processing
• Late return penalties and damage charges
• Custom configuration or setup services already performed

7. Refund Request Procedures

7.1 How to Request a Refund

1. Contact us via email or telephone as soon as possible
2. Provide your booking reference number or order number
3. Clearly state your reason for requesting a refund
4. Include any supporting documentation (photographs for damaged goods, etc.)
5. Wait for our written confirmation of refund approval

7.2 Required Information

Refund requests must include:

• Full name and contact details
• Booking or order reference number
• Original payment method details
• Reason for refund request
• Supporting evidence where applicable

8. Disputes and Complaints

8.1 Internal Resolution

If you are dissatisfied with a refund decision:

• Request escalation to a senior manager
• Provide additional information supporting your case
• We will review disputes within 7 business days
• Final decisions will be communicated in writing with explanations

8.2 Alternative Dispute Resolution

If internal resolution is unsuccessful, consumers may access:

• Alternative Dispute Resolution (ADR) schemes
• The UK Small Claims Court for disputes under £10,000
• Consumer protection organizations for guidance

9. Consumer Rights and Legal Compliance

This Refund Policy complies with UK consumer protection legislation, including:

• Consumer Rights Act 2015
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• Supply of Goods and Services Act 1982

Your statutory rights are not affected by this policy. If any provision conflicts with statutory rights, your statutory rights take precedence.

10. Policy Modifications

We reserve the right to modify this Refund Policy at any time. Changes will:

• Be posted on our website with updated effective dates
• Apply to bookings made after the revision date
• Not affect existing confirmed bookings unless required by law

11. Contact Information for Refund Requests