Cancellation Policy

Why we have this policy

We aim to deliver reliable mobility equipment to support your needs in the Kansas City area. Due to limited inventory, preparation (cleaning, charging, delivery), and scheduling, the following applies to all bookings.

1. Early Delivery Clarification

• We may deliver the scooter up to 24 hours before the scheduled delivery/pickup time as a courtesy (e.g., for hotel check-ins or logistics).
• Early delivery does not advance the rental start, but equipment that has been delivered and accepted is treated as delivered for refund purposes (see Section 3).
• Cancellation timing references the scheduled delivery/pickup time on your booking confirmation.
• The rental officially starts at the scheduled time (or when you begin use, if earlier).

2. Cancellations Before Scheduled Delivery

| Situation | Refund |
|---|---|
| Cancelled before we deliver, more than 24 hours before your scheduled start | Refund of what you paid, less a 5% cancellation fee calculated on your order total |
| Cancelled within 24 hours of your scheduled start | No refund |
| Equipment already delivered | No refund (see Section 3) |
| No-shows | Treated as a same-day cancellation — no refund |

The 5% cancellation fee covers card processing and the scheduling and preparation already done for your booking. It is calculated on the order total, including rental, delivery, and pickup fees.

We would rather hear from you early than not at all. If your plans are uncertain, call us — cancelling in advance costs you 5%, while a no-show costs the whole amount.

3. After Delivery / Start of Rental

• Once delivered and accepted (or picked up), the rental has started — even if early — and no refund applies.
• No refunds for early returns, changes in plans, illness, weather, dissatisfaction, or voluntary termination (unless equipment is defective — see below).
• You remain responsible for the full agreed rental period if returned early.
• For genuine mechanical failure (not from misuse or normal wear): we'll repair/replace if possible, or issue prorated credit/refund for unused days (at our discretion).

4. Defective or Non-Functioning Equipment

• Notify us immediately (within 2 hours of delivery/start) if non-operational or failed due to an issue not caused by the renter.
• We'll repair, replace, or — if impossible — provide a full refund/credit for the rental period.
• Quick fixes (e.g., low transport battery) don't qualify for refund.

5. Late Returns / Extensions

• Return by agreed date/time.
• Late returns: daily rate + $25–$50 late fee per day (based on duration). Max $200 per rental.
• A 24-hour grace period applies before late fees begin.

6. How to Request Cancellation or Refund

• Contact us by phone or email. Written confirmation (email) required — verbal notice is insufficient.
• Refunds to original payment method within 5–10 business days.
• Credits valid 12 months.

7. Exceptions & Special Cases

• Medical emergencies/hospitalization: Case-by-case partial credit/waiver with documentation (e.g., doctor's note).
• Uncontrollable events (e.g., flight cancellation): Follow the standard rule above — we recommend travel insurance.
• We may waive or reduce fees in exceptional cases at our discretion. If something has gone wrong, call us.

8. General Notes

• Subject to the full Rental Agreement (damage/liability terms).
• This policy excludes damage, loss, theft — see separate Damage Waiver section.
• Policies/prices are subject to change; the current version on the website / confirmation prevails.

Bookings made before September 18, 2026

This policy (v3.0) applies to bookings made on or after September 18, 2026.

If you booked before that date, your reservation keeps the tiered policy that was in effect when you agreed to it: 100% refund with 7+ days notice (less ~3% processing), 75% at 3–6 days, 50% at 48–72 hours, and no refund inside 48 hours — plus the Peace of Mind add-on terms if you purchased it. We honor the policy you actually agreed to, not this one.

The optional $25 Peace of Mind add-on has been discontinued for new bookings, because the policy above now gives every pre-delivery cancellation the same refund whether or not it was purchased. Bookings that already include it keep its benefits in full.