Refund Policy

1. Satisfaction Guarantee

PirateSnap offers a 100% satisfaction guarantee on all our products. If you're not completely satisfied with the quality, freshness, or condition of any item in your order, we will provide a refund or credit at our discretion.

This guarantee applies to both one-time purchases and subscription deliveries.

2. Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

• Quality Issues: Products that are damaged, spoiled, or otherwise not up to our quality standards upon delivery
• Missing Items: Products that were charged but not included in your delivery
• Incorrect Items: Products that were delivered but different from what you ordered
• Late Delivery: Deliveries that arrive significantly outside the scheduled delivery window, resulting in product spoilage
• General Dissatisfaction: If you are unhappy with a product for any reason

3. Refund Request Timeframe

To be eligible for a refund, you must notify us of the issue within:

• 48 hours of delivery for quality issues, missing items, or incorrect items
• 24 hours of the scheduled delivery time for late deliveries

We strongly recommend that you inspect your order as soon as possible after delivery to ensure timely reporting of any issues.

4. How to Request a Refund

For equipment malfunctions during events, please contact our 24/7 emergency support line immediately for immediate assistance.

5. Refund Processing and Timing

5.1 Refund Methods

Refunds will be processed using the original payment method when possible:

• Credit/Debit Card Payments: Refunded to the original card
• Bank Transfers: Refunded to the originating account
• Alternative Payment Methods: Processed according to the payment provider's policies

5.2 Processing Time

Once approved, refunds are typically processed within the following timeframes:

• Initial refund processing: 2-3 business days
• Credit/debit card refunds: Additional 5-10 business days for the amount to appear in your account (depending on your financial institution)
• Bank transfers: 3-5 business days

5.3 Partial Refunds

In some cases, we may issue partial refunds if only part of an order was affected by issues or if usage fees for the rental period need to be deducted.

6. Cancellation Policy

6.1 Standard Cancellation Schedule

Cancellation fees for standard equipment rentals are applied according to the following schedule:

• More than 14 days before rental date: Full refund minus a 5% administrative fee
• 7-14 days before rental date: 75% refund of total rental fee
• 3-7 days before rental date: 50% refund of total rental fee
• Less than 3 days before rental date: No refund

6.2 Special Events and Custom Packages

For large events, festivals, and custom equipment packages, the following cancellation policy applies:

• More than 30 days before event date: 75% refund
• 15-30 days before event date: 50% refund
• Less than 15 days before event date: No refund

Custom orders requiring special procurement or configuration may have non-refundable components, which will be clearly indicated in your rental agreement.

6.3 Date Changes

Requests to change rental dates are subject to availability and the following fees:

• More than 7 days before original rental date: No fee (subject to availability)
• 3-7 days before original rental date: 10% of total rental fee
• Less than 3 days before original rental date: 25% of total rental fee

7. Equipment Malfunction Protocol

7.1 Immediate Support

If equipment fails or malfunctions during your rental period, please contact our technical support immediately at +448959543028. Our commitment to your event's success includes:

• 24/7 phone technical support
• On-site assistance when available (may incur additional charges depending on your service agreement)
• Replacement equipment dispatch when necessary

7.2 Compensation for Equipment Failure

In the event of equipment failure that is not due to user error or misuse:

• Prorated Refund: For the period during which the equipment was non-functional
• Replacement Equipment: Provided when available, with expedited delivery
• Service Credit: Offered for future rentals in cases where replacement equipment cannot be provided in a timely manner

7.3 Documentation Requirements

To process claims for equipment malfunction, please provide:

• Detailed description of the issue
• Time and date when the problem was first noticed
• Photos or videos demonstrating the malfunction when possible
• Information about troubleshooting steps already attempted

8. Non-Refundable Items and Exceptions

8.1 Non-Refundable Services

The following services and fees are generally non-refundable:

• Technical support services already rendered
• Custom programming and configuration services
• Delivery and pickup fees for completed services
• Expedited processing fees

8.2 Equipment Damage or Misuse

Refunds will not be issued for:

• Equipment damaged due to improper use or negligence
• Equipment used in conditions outside of specified parameters (e.g., adverse weather without weather protection)
• Equipment with unauthorized modifications or repairs
• Missing components or accessories upon return

8.3 Special Circumstances

We may make exceptions to this policy in extenuating circumstances, such as:

• Natural disasters affecting the event venue
• Serious medical emergencies
• Government-mandated event cancellations

Documentation may be required for exceptions to be granted.

9. Security Deposits

9.1 Deposit Return Process

Security deposits are returned according to the following process:

• Equipment inspection completed within 2 business days of return
• Deposit refund initiated within 3 business days after successful inspection
• Processing time varies by payment method (typically 5-10 business days)

9.2 Deposit Deductions

Deductions from security deposits may be made for:

• Equipment damage beyond normal wear and tear
• Missing items or components
• Excessive cleaning requirements
• Late return fees
• Other charges as specified in the rental agreement

9.3 Disputed Deductions

If you disagree with deductions made from your security deposit:

• Contact customer service within 5 business days of receiving deduction notification
• Provide any supporting documentation or evidence
• Our team will review your dispute within 7 business days

10. Contact Us

If you have questions about our Refund Policy or need assistance with a refund request, please contact us:

We are committed to resolving any issues promptly and ensuring your complete satisfaction with our services.