Rental Policies
responsibilities
Unless otherwise stated on the invoice, the customer/client is responsible for loss, theft and damage of equipment while in their possession.
Unless otherwise stated, DIY Rentals are due back on the day of return to the authorized shipper by 4:00PM in your time zone. This time cutoff is to prevent returns from sitting overnight with the authorized shipper in the return location, and ensures they will go out that night. Returns made after 4:00PM local time may be subject to a per-day late fee. This fee is non-refundable, even if the returned items do, in fact, leave the return location that night.
DIY Returns must be made using our pre paid authorized label. DIY Returns made using a new or unique label, may be subject to non-refundable late fees and full replacement costs. If you lost your prepaid return label, you may request a new one via shipping@crate-av.com
If a customer/client fails to notify us of extending their rental, they will automatically be billed per-day rental rates for each day they fail to return their rental items. After three days of additional daily rental rates, we reserve the right to bill the customer the full replacement cost of the equipment, in addition to daily rental rates until the equipment is returned to us. We may, at our discretion, automatically charge the full replacement value upon a late return, depending on the circumstances. We also may, at our discretion, modify any late fees based on inventory demand, meaning that if your late item incurs extra costs for us, we will pass those costs along to you.
We will refund the replacement amount once we receive the rental item(s) back and determine them to be in good working order.
Replacement costs are subject to administrative fees ranging from 10%-25%, depending on the item. Replacement costs are also subject to credit card processing fees of 4% if you opt to pay by credit card.
Depending on inventory availability, we may be able to extend a customer or clients rental at more attractive rates when their rental is already in progress, versus charging per-day rental rates. Please contact us as soon as you know you’ll need to extend for the best rates.
In cases of DIY rentals or equipment drop offs, customers/clients are responsible to alert us to malfunctioning equipment, or equipment they decide not to use prior to the conclusion of their event to trigger a refund. We will assume that equipment is functioning properly and in-use by the customer/client if we do not hear otherwise.
Cancellations and changes
Additions to any order are welcome up to 14 days before an order date, pending availability.
Unless otherwise stated, cancellations are available on the following schedule:
Cancellations up to 90 days before an order date are permitted in full.
Cancellations between 31 days and 89 days before an order date are permitted with a 15% administrative fee of the total proposed invoice amount removed from the refund.
Cancellations of events within 30 days result in the forfeiture of any deposits, in part or in whole.
Cancellations with Advanced Booking Discounts are never permitted, unless otherwise stated.
Cancellations and changes of individual components or aspects of an overall order are available at Crate AV’s discretion.
Deliveries and returns
Delivery estimates are subject to change. Delivery and pickup rates are not locked in until communicated, confirmed and paid. Select rental areas are eligible for complimentary deliveries and pickups. Unless otherwise stated, delivery and pickup is not included or complimentary.
Crate Audio Visual is not responsible for delays or deviations from shipping timeline estimates caused by shipping carriers.
Unless otherwise stated, returns to us at the end of your rental are free of charge provided that the customer drops them off at a designated shipping center. Crate AV will not cover costs related to scheduled residential or workplace pickups by the carrier.
Making payment, either in whole or in part, on any rental invoice constitutes agreement to these terms and confirms your order.
Unless otherwise stated, payments on any invoice by credit card is subject to a 4% credit card processing fee on the total amount due, inclusive of any taxes or fees.
Prior to receiving payment, any order is subject to change and any equipment or labor selections, in whole or in part, could be rendered unavailable, as we do not confirm equipment or labor until payment is made.
Prices are subject to change and are not locked in until payment or deposit is made.
In some cases, we may confirm an order when a deposit is made, but this is subject to individual terms.
While we intend to process most refunds in a timely manner, resulting in a credit back to your card or bank in 4-7 business days. However, some refunds, especially those need to be made by check, could take up to 30 days to process, depending on the situation.
