This Refund Policy outlines the terms and conditions under which Alectnonad ("we," "us," or "our") processes refunds, cancellations, and modifications for our professional audio and video equipment rental services.
Alectnonad
913 Phillips Stream
East Kimberly, PL4 9RB
United Kingdom
Email: support@alectnonad.com
Phone: +44 4440 459479
Company Registration Number: 17182003
This policy should be read in conjunction with our Terms and Conditions. By booking our services, you agree to this Refund Policy.
2. Cancellation by Client
2.1 Cancellation Timeline and Refunds
Cancellation refunds are calculated based on the time between cancellation notice and the scheduled rental start date:
Cancellation Notice Period
Refund Amount
Processing Time
More than 14 days before rental
50% of deposit refunded
5-7 business days
7-14 days before rental
25% of deposit refunded
5-7 business days
Less than 7 days before rental
No refund (deposit forfeited)
N/A
After rental period has commenced
No refund
N/A
2.2 How to Cancel
To cancel a booking, you must:
Submit a written cancellation request via email to: support@alectnonad.com
Include your booking reference number and contact details
Provide the reason for cancellation (optional but appreciated)
Cancellation is effective from the date we receive and acknowledge your written request, not from the date you send it.
Important: Verbal cancellations (by phone) are not accepted. All cancellations must be submitted in writing via email to be valid.
2.3 Deposit Policy
A non-refundable deposit of 50% is required to confirm all bookings
Partial refunds (as outlined above) apply only to the deposit amount
If the balance payment has been made, it will be refunded according to the same schedule
3. Modification of Bookings
3.1 Date Changes
You may request to change your rental dates subject to the following conditions:
Requests must be made at least 48 hours before the original rental start date
Changes are subject to equipment availability
An administrative fee of £25 may apply for date changes made less than 7 days before rental
You may reschedule once without penalty (if notice is given more than 14 days in advance)
3.2 Equipment Changes
Changes to equipment selection are permitted if:
Requested at least 72 hours before rental start date
Alternative equipment is available
Price differences are settled before equipment collection/delivery
The change does not significantly alter the booking scope
3.3 Extension of Rental Period
If you wish to extend your rental period:
Contact us at least 24 hours before the original return date
Extensions are subject to equipment availability and no pre-existing bookings
Additional rental fees will apply at the standard daily rate
Payment for extended period must be made before the original return date
4. Refunds Initiated by Alectnonad
4.1 Equipment Unavailability
If we are unable to provide the booked equipment due to damage, loss, or unforeseen circumstances:
We will attempt to provide equivalent or superior replacement equipment at no extra cost
If no suitable alternative is available or acceptable to you, we will provide a full refund of all payments made
Refunds will be processed within 5-7 business days
4.2 Service Cancellation
We reserve the right to cancel bookings in the following situations:
Non-payment or payment failure
Provision of false or misleading information
Breach of our Terms and Conditions
Suspected fraudulent activity
Force majeure events (see Section 6)
In cases of cancellation due to client fault, no refund will be provided. In other cases, a full refund will be issued.
5. Equipment Issues and Refunds
5.1 Defective Equipment
If equipment is found to be defective or not functioning properly:
Report immediately: Contact us within 24 hours of collection/delivery
Replacement: We will arrange immediate replacement or repair at no additional cost
Refund eligibility: If replacement is not possible, you are entitled to a pro-rata refund for the affected rental period
Note: Defects caused by misuse, negligence, or accidental damage are not covered and will not result in refunds. You may be liable for repair or replacement costs.
5.2 Partial Equipment Failure
If only part of your equipment package is affected:
We will replace the affected items where possible
A partial refund may be provided for items that cannot be replaced, calculated on a pro-rata basis
5.3 Delivery Failures
If we fail to deliver equipment on the agreed date/time due to our fault:
You may receive a discount on the rental fee (typically 10-25% depending on delay)
If the delay makes the rental no longer viable, you may cancel and receive a full refund
6. Force Majeure
6.1 Events Beyond Our Control
In cases of force majeure events that prevent service delivery, including but not limited to:
Natural disasters (floods, earthquakes, severe storms)
Pandemics or public health emergencies
War, terrorism, or civil unrest
Government restrictions or lockdowns
Major transportation disruptions
Power outages or infrastructure failures
Refund Policy:
If the rental has not commenced: Full refund of all payments
If the rental is in progress: Pro-rata refund for unused days
We will make reasonable efforts to reschedule at no additional cost
7. Security Deposit Refunds
7.1 Standard Return
Security deposits will be refunded when:
All equipment is returned in good working condition (normal wear and tear excepted)
All items, accessories, and packaging are complete
Equipment is returned clean and within the agreed timeframe
Processing time: 5-7 business days after equipment inspection
7.2 Deductions from Security Deposit
Deductions may be made for:
Damage: Repair costs for equipment damage beyond normal wear and tear
Loss: Replacement cost for missing items or accessories
Cleaning: Excessive cleaning fees (£25-£100 depending on severity)
Late Return: Additional rental charges for overdue equipment
Dispute Process: If you disagree with deposit deductions, please contact us within 7 days of notification with photographic evidence or other supporting documentation.
8. Refund Processing
8.1 Refund Methods
Refunds will be issued using the original payment method:
Credit/Debit Card: 5-10 business days (depending on card issuer)
Bank Transfer: 3-5 business days
PayPal: 3-5 business days
8.2 Refund Notifications
You will receive email confirmation when:
Your refund request is received and approved
The refund has been processed on our end
If there are any issues or delays
8.3 Failed Refunds
If a refund fails due to incorrect payment details or closed accounts:
We will contact you to arrange alternative refund methods
You may be asked to provide updated banking information
Refunds can be issued via bank transfer or cheque as alternatives
9. Non-Refundable Items and Services
The following are non-refundable under any circumstances:
Booking and administrative fees
Delivery and collection charges (unless we fail to deliver)
Insurance premiums
Technical crew or operator fees (for services already rendered)
Custom setup or installation services already performed
Training sessions already conducted
10. Consumer Rights (UK)
10.1 Consumer Contracts Regulations
Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:
Equipment rental services are exempt from the standard 14-day cooling-off period when services commence on a specific agreed date
By confirming your booking, you expressly agree to services commencing on the scheduled rental date
10.2 Consumer Rights Act 2015
Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. Equipment must be:
As described in our listings
Of satisfactory quality
Fit for purpose
If equipment does not meet these requirements, you may be entitled to a refund or compensation.
11. Disputes and Complaints
11.1 Internal Resolution
If you are dissatisfied with a refund decision:
Contact our customer service team at support@alectnonad.com
Provide your booking reference and detailed explanation
We will review your case within 5 business days
A senior manager will handle escalated complaints
11.2 External Dispute Resolution
If we cannot resolve your complaint internally, you may: