Equipmax Return and Refund Policy

1. Scope

This policy applies to:

• Rental transactions of physical assets listed on Equipmax.
• Users ("Renters") who book rentals through the Equipmax platform.
• Owners ("Owners") who list items for rental on Equipmax.

2. Cancellation Policy

a) Before Rental Start Date:

• Renters may cancel a booking before the rental period begins.
• Refund eligibility depends on the time of cancellation:
  • More than 48 hours before start: Full refund minus platform service fees.
  • Within 48 hours of start: 50% refund of rental fees.

b) After Rental Start Date:

• No refund is issued once the rental period has commenced unless the item is deemed unfit for use (see Section 4).

c) Owner-Initiated Cancellation:

• If an Owner cancels a confirmed booking, the Renter receives a full refund of rental fees.

3. Returns

a) Renter Responsibility:

• Items must be returned in the same condition as received.
• Renters must comply with agreed return times and methods specified in the booking.

b) Late Returns:

• Late returns may incur additional charges as agreed in the booking terms.

c) Damaged or Missing Items:

• Renters are responsible for damage or loss caused during the rental period.
• Owners may claim compensation through Equipmax's resolution process.

4. Refund Eligibility

Refunds may be issued under the following conditions:

• The item is materially different from its description or photos.
• The item is unsafe or defective for its intended use.
• The Owner fails to deliver the item at the agreed time and location.

Note: Refunds do not apply for user change of mind unless specified in Section 2 (Cancellation Policy).

5. Refund Process

a) Request Submission:

• Refund requests must be submitted via the Equipmax platform within 24 hours of the issue being identified.

b) Investigation and Resolution:

• Equipmax will investigate the issue in consultation with both the Renter and the Owner.

c) Refund Issuance:

• Approved refunds will be processed through the original payment method within 5–10 business days.

6. Dispute Resolution

• Equipmax encourages all users to resolve disputes amicably.
• Unresolved disputes will be handled through Equipmax's internal resolution system.
• Equipmax reserves the right to withhold funds until disputes are resolved.

7. Exceptions

• Consumable items, perishable goods, or services that cannot be returned are non-refundable.
• Any fraudulent activity or misuse of the platform voids refund eligibility.

8. Contact Us

For returns, refunds, or disputes, contact: