1. Company & Policy Overview

This Cancellation and Refund Policy applies to all equipment rental bookings placed with RSAV PRODUCTIONS LTD. This page outlines our standard cancellation terms, eligible refund scenarios, tiered refund rates, and processing timelines for all rental orders, in compliance with UK consumer protection guidelines.

2. Valid Cancellation & Refund Eligibility

To ensure accurate processing, all booking cancellations should be submitted in writing via our official company email. We recommend formal written requests to guarantee timely review and refund arrangement, as verbal notifications may not be fully recordable.

Refunds can be processed under the following circumstances:

• Customer-initiated written cancellation submitted before equipment preparation and dispatch
• Bookings cancelled by our team due to stock availability changes or equipment maintenance requirements
• Rescheduled bookings that remain completely unused and unfulfilled
• Instances where our team is unable to complete the booked service due to unforeseen operational circumstances

3. Standard Tiered Refund Structure

Refund amounts are calculated based on how many days in advance the cancellation request is received, prior to the scheduled rental start date:

• Cancellation 7 or more days before rental start: 100% Full Refund
  The full paid amount will be returned with no additional fees or deductions applied.
• Cancellation 3–6 days before rental start: 50% Refund
  Half of the total order value will be refunded. The remaining portion covers standard reservation, inspection and preparation costs completed for your booking.
• Cancellation 1–2 days before rental start: 20% Refund
  A partial refund of 20% will be offered, as most logistical and equipment preparation work has already been completed for your scheduled rental date.

4. Limited Refund Circumstances

Refund availability may be limited in the following common scenarios, due to completed preparation and fixed scheduling arrangements:

• Cancellations made on the rental start date or after equipment has been delivered or collected
• Customers unable to attend collection or receive delivery at the confirmed time
• Early return of equipment or partial usage during the agreed rental period
• Short-term schedule changes or personal arrangement adjustments made close to the rental date
• Bookings for which equipment has already been prepared, tested, or allocated specifically to the order
• Orders requiring compensation for lost, damaged, or incorrectly returned equipment

5. Company-Initiated Cancellation Terms

In the event that our team needs to cancel a confirmed booking due to stock adjustments, equipment servicing or unexpected operational situations, we will provide a 100% full refund for the order. Customers may also choose to transfer the full payment credit toward a future booking if preferred.

6. Refund Processing & Payment Timeline

We aim to process all approved refunds efficiently with clear, standard timelines:

• Request review: All cancellation submissions are reviewed within 24 working hours
• Processing time: Approved refunds are issued within 1–3 working days
• Fund arrival: Refunds typically reflect in the original payment method within 3–5 working days, depending on individual bank processing speeds

All refunds are processed through the original payment channel used during checkout.

7. Policy Updates

We may occasionally update this policy to align with standard industry practices and legal requirements. Any revisions will be published directly on this page, and updated terms will apply from the publish date.