Refund Policy

Last Updated: 15 January 2025

1. Overview

Impipbalca Pro is committed to customer satisfaction and fair business practices. This Refund Policy outlines the circumstances under which refunds are provided, processing times, and the procedures for requesting refunds.

Company Details:
Registered Name: Impipbalca Pro
Company Number: 75664427
Address: Studio 30 Sophia Way, North Lauraside, TN31 7BY, United Kingdom
Phone: +449091812762
Email: [email protected]

2. Equipment Rental Refunds

2.1 Cancellation and Refund Schedule

Refunds for rental bookings depend on when the cancellation is made relative to the scheduled rental start date:

2.2 How to Request a Rental Cancellation

To cancel a rental booking and request a refund:

1. Send written notice via email to [email protected]
2. Include your booking reference number and original booking details
3. State the reason for cancellation (optional but appreciated)
4. Provide preferred refund method (original payment method or bank transfer)

Cancellation requests are processed in the order received. Email confirmation will be sent within 24 hours of receiving your request.

2.3 Security Deposit Refunds

• Security deposits refunded within 5-7 business days after equipment return
• Equipment inspected for damage, missing items, or excessive wear
• Any deductions itemised and communicated via email
• Refunds processed to original payment method
• Disputes handled according to Section 9 below

3. Equipment Purchase Refunds

3.1 Right to Return

Under the Consumer Contracts Regulations 2013, you have the right to return purchased equipment within 14 days of delivery for any reason.

3.2 Defective or Damaged Purchases

If equipment arrives defective or damaged:

• Report within 48 hours of delivery with photographic evidence
• Full refund or replacement provided at your preference
• We arrange and pay for return collection
• Original delivery costs refunded
• Processing time: 7-10 business days after item received

3.3 Non-Refundable Purchases

The following are not eligible for refund:

• Equipment showing signs of use beyond testing
• Items with removed or damaged serial numbers
• Equipment with missing accessories or packaging
• Customised or specially ordered equipment (unless defective)
• Downloadable digital products or software licenses
• Items marked "Final Sale" or "Non-Returnable"

4. Refunds for Equipment Issues During Rental

4.1 Equipment Malfunction

If equipment malfunctions during your rental period through no fault of your own:

• Contact us immediately on +449091812762
• Replacement equipment provided where possible (subject to availability)
• Partial refund for time equipment was non-functional
• Refund calculated pro-rata based on rental period
• No charge for days equipment was unusable

4.2 Unsuitable or Misrepresented Equipment

If equipment does not match our description or is unsuitable for stated purpose:

• Report issue within 2 hours of collection/delivery
• Alternative equipment offered or booking cancelled
• Full refund if alternative not acceptable
• No refund if issue not reported within 2-hour window

5. Delivery and Collection Refunds

5.1 Failed Delivery

• Full refund if we fail to deliver on confirmed date
• Delivery fees refunded in addition to rental charges
• Weather-related delays not covered (rescheduling offered)
• Customer absence at delivery address not grounds for refund

5.2 Late Collection by Impipbalca Pro

• Rental credit issued if collection more than 4 hours late
• Credit value: 10% of total rental cost per 4-hour period
• Maximum credit: 50% of total rental value
• Credits valid for 12 months on future bookings

6. Refund Processing Methods

6.1 Payment Method

Refunds are processed to the original payment method used for the booking:

• Credit/Debit Card: 5-7 business days to appear in account
• Bank Transfer: 3-5 business days
• PayPal: 2-3 business days
• Cash Payment: Bank transfer or cheque (10-14 business days)

6.2 Alternative Refund Methods

Upon request, refunds may be provided as:

• Rental credit for future bookings (125% value of refund amount)
• Equipment purchase discount voucher (115% value of refund amount)
• Transfer to different booking dates (no additional fees)

7. Force Majeure and Exceptional Circumstances

7.1 Company-Initiated Cancellations

If we must cancel your booking due to:

• Equipment unavailability or theft
• Facility closure or emergencies
• Staff illness or operational issues
• Government restrictions or regulations

You will receive:

• Full refund of all payments made (100%)
• Refund of any incurred costs directly related to booking (travel, accommodation) up to £500 with proof
• Priority booking on alternative dates
• 10% discount voucher for future bookings

7.2 Customer Force Majeure

Refunds may be considered for cancellations due to:

• Serious illness or hospitalisation (medical certificate required)
• Bereavement of immediate family member (death certificate required)
• Natural disasters affecting your location
• Jury service or court summons (documentation required)

Each case assessed individually; refunds at our discretion with supporting documentation.

8. No-Show and Unused Rentals

• Failure to collect equipment without notice results in forfeiture of all payments
• No refunds for unused rental time if equipment collected
• Early returns do not qualify for partial refunds
• Contact us immediately if circumstances change

9. Dispute Resolution

9.1 Internal Complaint Process

If you disagree with a refund decision:

1. Contact our customer service team at [email protected]
2. Provide booking reference and detailed explanation
3. Include any supporting evidence or documentation
4. We will review and respond within 5 business days
5. Senior management review available if unsatisfied with initial response

9.2 Alternative Dispute Resolution

Unresolved disputes may be referred to:

• Independent mediation services
• Trading Standards (Citizens Advice Consumer Service: 0808 223 1133)
• Small Claims Court for amounts under £10,000

10. Consumer Rights

This Refund Policy does not affect your statutory rights under UK consumer protection law, including:

• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013
• Sale of Goods Act 1979

For independent advice about your consumer rights, contact Citizens Advice: www.citizensadvice.org.uk

11. Refund Request Documentation

To expedite refund processing, please provide:

• Booking confirmation number or invoice number
• Original payment receipt or transaction reference
• Reason for refund request
• Supporting documentation (if applicable)
• Preferred refund method
• Contact information for refund confirmation

12. Special Circumstances

12.1 Corporate and Bulk Bookings

• Separate refund terms may apply to corporate contracts
• Negotiated terms documented in written agreements
• Standard policy applies unless alternative agreed in writing

12.2 Long-Term Rentals (28+ Days)

• Customised refund terms for extended rentals
• Early termination fees may apply
• Terms outlined in rental agreement

13. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on our website with an updated "Last Updated" date. Material changes affecting existing bookings will be communicated via email. Bookings made before policy changes remain subject to the policy in effect at booking time.

14. Refund Policy Acknowledgment

By making a booking or purchase with Impipbalca Pro, you acknowledge that you have read, understood, and agree to this Refund Policy. If you have any questions before proceeding with a transaction, please contact us for clarification.

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