Hire, Cancellation and Refund Policy

This policy applies to equipment hired from us and collected or supplied in person.

Booking Cancellations

Please contact us as soon as possible if you need to cancel or change a booking.

Any refund will depend on how much notice is provided, whether equipment has already been reserved or prepared for you, and whether we have incurred costs in connection with the booking.

Where a cancellation charge applies, it will be reasonable and proportionate to the costs or losses caused by the cancellation. We will explain any applicable charge before processing the cancellation.

Failure to collect the equipment at the agreed time without contacting us may be treated as a cancellation or no-show. Any booking payment or deposit may be retained to cover reasonable costs and losses.

To request a cancellation, please contact us at fjccivilslimited@gmail.com and provide your name, booking details and proof of payment.

Collection and Inspection

Customers should inspect all hired equipment when it is collected or handed over.

Please notify a member of staff immediately if any equipment is damaged, defective, incomplete or different from what was agreed. We will inspect the equipment and, where appropriate, provide a replacement, repair, alternative item or refund.

Once the equipment has been accepted and removed from our premises, the customer may be responsible for any damage, loss or missing parts that occur during the hire period, except where the issue was caused by an existing fault or normal wear and tear.

Faults and Problems During the Hire

Please stop using the equipment and contact us immediately if it becomes faulty, unsafe or damaged during the hire period.

Do not attempt to repair or modify hired equipment without our permission.

Where equipment cannot be used because of a fault that was not caused by the customer, we may offer replacement equipment, extend the hire period or provide a full or partial refund, depending on the circumstances.

Refunds will not normally be provided where equipment cannot be used because it has been misused, operated incorrectly, damaged or used for a purpose for which it was not intended.

Early Returns

Customers may return equipment before the agreed return date. However, returning equipment early does not automatically entitle the customer to a refund for unused hire time.

A full or partial refund may be considered where the early return is caused by faulty equipment or another issue for which we are responsible.

Late Returns

Equipment must be returned by the date and time agreed at the start of the hire.

Additional hire charges may apply where equipment is returned late. Charges may continue until the equipment is returned and checked by us.

Please contact us immediately if you believe the equipment will be returned late.

Condition of Returned Equipment

All hired equipment must be returned:

• By the agreed return date and time.

• In a reasonably clean condition.

• With all accessories, parts, keys, manuals and other items supplied.

• In the same general condition in which it was provided, allowing for reasonable wear and tear.

Cleaning, repair or replacement charges may apply where equipment is returned excessively dirty, damaged, incomplete or unusable.

Lost, Stolen or Damaged Equipment

The customer is responsible for keeping the equipment safe throughout the hire period.

Any loss, theft or damage must be reported to us immediately. Theft should also be reported to the police, and a crime reference number may be required.

The customer may be charged the reasonable cost of repairing or replacing equipment that is lost, stolen or damaged while in their possession, except where the damage results from an existing defect or normal wear and tear.

Deposits

Where a security deposit is taken, it will normally be returned after the equipment has been returned and inspected.

We may make reasonable deductions from the deposit for:

• Unpaid hire charges.

• Late-return charges.

• Missing equipment or accessories.

• Cleaning beyond what would normally be expected.

• Damage beyond reasonable wear and tear.

• Reasonable repair or replacement costs.

We will provide an explanation of any deductions made.

Refunds

We will notify you once we have reviewed your cancellation request or inspected the returned equipment.

Where a refund is approved, it will normally be returned to the original payment method within 10 business days. Your bank or payment provider may take additional time to process the refund.

Where the original payment was made in cash, we may arrange a cash refund or another suitable refund method.

Please contact fjccivilslimited@gmail.com if more than 15 business days have passed since we confirmed that your refund was approved.

Statutory Rights

Nothing in this policy limits or removes any rights you may have under applicable consumer law.