Rockon Renter Refund Policy
These terms and conditions govern Rockon’s policy for Renter refunds (“Renter Refund Policy”) and the obligations of the Vendor associated with the Renter Refund Policy. The Renter Refund Policy applies in addition to Rockon’s Terms of Service (“Rockon Terms”). The Renter Refund Policy is available to Renters who book and pay for a Rental through the Rockon Platform and suffer a Renting Issue (as defined below). The Renter’s rights under this Renter Refund Policy will supersede the Vendor’s cancellation policy.
All capitalized terms shall have the meaning set forth in the Rockon Terms or Payments Terms unless otherwise defined in this Renter Refund Policy.
By using the Rockon Platform as a Vendor or Renter, you are indicating that you have read and that you understand and agree to be bound by this Renter Refund Policy.
- Renting Issue
A “Renting Issue” means any one of the following:
(a) the Vendor of the Rental (i) cancels a Reservation shortly before the scheduled start of the Reservation, or (ii) fails to provide the Renter with the reasonable ability to access the Rental (e.g. does not provide the keys to start the equipment).
(b) the Listing’s description or depiction of the Rental is materially inaccurate with respect to:
- the size of the Rental (e.g., quantity and/ or size of the gear or equipment),
- special amenities or features represented in the Listing are not provided or do not function
- the physical location of the Rental (proximity).
(c) at the start of the Renter’s Reservation, the Rental: (i) is not generally clean and sanitary (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Renter’s use of the Rental in Rockon’s judgment, (iii) does not contain essential safety gear, accessories, equipment or any other items the Rental would otherwise normally come with if purchased new from a manufacturer and provided for Renter’s use.
- The Renter Refund Policy
If you are a Renter and suffer a Renting Issue, we agree, at our discretion, to either (i) reimburse you up to the amount paid by you through the Rockon Platform (“Total Fees”) depending on the nature of the Renting Issue suffered, or (ii) use our reasonable efforts to find and book you another Rental for any unused time left in your Reservation which is reasonably comparable to the Rental described in your original Reservation in terms of size, features and quality. All determinations of Rockon with respect to the Renter Refund Policy, including without limitation the size of any refund and the comparability of alternate Rentals, shall be in Rockon’s discretion, and final and binding on the Renters and Vendors.
- Conditions to Claim a Renting Issue
To submit a valid claim for a Renting Issue and receive the benefits with respect to your Reservation, you are required to meet each of the following conditions:
(a) you must be the Renter that booked the Rental;
(b) you must bring the Renting Issue to our attention in writing or via telephone and provide us with information (including photographs or other evidence) about the Rental and the circumstances of the Renting Issue within 24 hours after the later of (i) the start of your Reservation or (ii) you discover the existence of the Renting Issue , and must respond to any requests by us for additional information or cooperation on the Renting Issue;
(c) you must not have directly or indirectly caused the Renting Issue (through your action, omission or negligence); and
(d) unless Rockon advises you that the Renting Issue cannot be remediated, you must have used reasonable efforts to try to remedy the circumstances of the Renting Issue with the Vendor prior to making a claim for a Renting Issue.
- Minimum Quality Standards, Vendor Responsibilities and Reimbursement to Renter
4.1 If you are a Vendor, you are responsible for ensuring that the Rentals you list on the Rockon Platform meet minimum quality standards regarding access, adequacy of the Listing description, safety, cleanliness, and do not present a Renter with Renting Issues. During a Renter’s Rental period of a Rental, Vendors should be available, or make a third-party available, in order to try, in good faith, to resolve any Renter issues.
4.2 If you are a Vendor, and if (i) Rockon determines that a Renter has suffered a Renting Issue related to a Rental listed by you and (ii) Rockon either reimburses that Renter (up to their Total Fees) or provides an alternative Rental to the Renter, you agree to reimburse Rockon up to the amount paid by Rockon within 30 days of Rockon’s request. If the Renter is relocated to an alternative Rental, you also agree to reimburse Rockon for reasonable additional costs incurred to relocate the Renter. You authorize Rockon Payments to collect any amounts owed to Rockon by reducing your Payout or as otherwise permitted pursuant to the Payments Terms.
4.3 As a Vendor, you understand that the rights of Renters under this Renter Refund Policy will supersede your selected cancellation policy. If you dispute the Renting Issue, you may notify us in writing or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Renting Issue, provided you must have used reasonable and good faith efforts to try to remedy the Renting Issue with the Renter prior to disputing the Renting Issue claim.
- General Provisions
5.1 No Assignment/No Insurance. This Renter Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Renter, and the Renter has not paid any premium in respect of the Renter Refund Policy. The benefits provided under this Renter Refund Policy are not assignable or transferable by you.
5.2 Modification or Termination. Rockon reserves the right to modify or terminate this Renter Refund Policy, at any time, in its sole discretion. If Rockon modifies this Renter Refund Policy, we will post the modification on the Rockon Platform or provide you with notice of the modification and Rockon will continue to process all claims for Renting Issues made prior to the effective date of the modification.
5.3 Entire Agreement. This Renter Refund Policy constitutes the entire and exclusive understanding and agreement between Rockon and you regarding the Renter Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between Rockon and you regarding the Renter Refund Policy.
- Contacting Rockon.If you have any questions about the Renter Refund Policy, please email us and provide subject line ‘Renter Refund Policy Questions’.