Aura Luxury Rental Refund and Cancellation Policy

Effective Date: September 10, 2025 Business Name: Aura Luxury Rental Legal Entity: 17174179 Canada Ltd. Address: 22 Delphinium Avenue, Richmond Hill, ON L4E 4N6 Contact: Phone: (647) 209-8307 | Email: auraluxuryrentalg@gmail.com

This Refund and Cancellation Policy (the "Policy") governs all rentals of inflatable equipment and related services provided by Aura Luxury Rental ("we," "us," or "our"). By booking a rental with us, you ("Customer," "you," or "your") agree to be bound by this Policy, our Rental Agreement, and all applicable terms and conditions. This Policy is designed to protect our business operations, inventory, and financial interests. All rentals are subject to the laws of the Province of Ontario and the federal laws of Canada. We reserve the right to update this Policy at any time; the version in effect at the time of booking applies.

1. Deposits and Payments

• A non-refundable deposit of 50% of the total rental fee (the "Deposit") is required at the time of booking to secure your rental date and equipment. This Deposit covers reservation costs, administrative expenses, and lost opportunity for other bookings.
• The remaining balance (50%) is due no later than 7 days prior to the rental start date. Failure to pay the balance will result in automatic cancellation of the booking, forfeiture of the Deposit, and potential additional fees for rebooking attempts.
• All payment methods are accepted. A 3.5% processing fee applies to all credit card transactions and is non-refundable.
• Security Deposit: An additional refundable security deposit of 5% of the total rental fee is required for all rentals to cover potential damages, cleaning, or loss. This will be charged at the time of balance payment and refunded only after full inspection and return of equipment in original condition (see Section 5).

2. Cancellation Policy

Cancellations must be made in writing via email to auraluxuryrentalg@gmail.com or through your booking confirmation portal. Verbal cancellations are not accepted. Cancellation fees are structured to protect our business from last-minute losses and inventory holding costs:

• 30 or more days before the rental start date: Full refund of the paid balance (excluding the non-refundable Deposit and any processing fees).
• 14 to 29 days before the rental start date: 50% refund of the paid balance (Deposit remains non-refundable; processing fees non-refundable).
• 7 to 13 days before the rental start date: No refund of any portion of the paid balance or Deposit. A raincheck credit (valid for 12 months) may be issued at our sole discretion for 25% of the total rental fee, excluding fees.
• Less than 7 days before the rental start date, or no-show: 100% forfeiture of all payments, including Deposit, balance, and security deposit. No raincheck or credit will be issued.
• Cancellations due to Customer's failure to provide access, permits, or site preparation as required in the Rental Agreement will be treated as no-shows.

We strongly recommend purchasing event cancellation insurance for your protection, as we do not provide it.

3. Refund Conditions

• No Refunds for Partial Use: Once equipment is delivered or picked up, no refunds will be issued for unused portions of the rental period, regardless of reason (e.g., event shortened, low attendance).
• Defective Equipment: If equipment is defective upon delivery/setup and reported immediately (within 1 hour), we will repair or replace it at no extra cost or issue a pro-rated refund for the unusable portion only if replacement is impossible. Refunds for defects are limited to the rental fee for the affected item and require our prior written approval.
• Overpayments or Errors: Refunds for overpayments or billing errors will be processed within 30 days via the original payment method, minus any applicable processing fees.
• No Cash Refunds: All refunds, if approved, will be credited to the original payment method. Refunds may take 7-14 business days to process.
• Force Majeure: We are not liable for delays, non-delivery, or cancellations due to events beyond our control (e.g., natural disasters, government restrictions, strikes). No refunds will be issued in such cases; a raincheck may be offered at our discretion.
• All Sales Final: Except as explicitly stated herein, all bookings are final. We reserve the right to deny any refund request at our sole discretion to protect our business interests.

4. Weather and Inclement Conditions Policy

Inflatable rentals are weather-dependent for safety.

• Pre-Delivery Cancellation Due to Forecasted Weather: If you cancel 24+ hours before delivery due to forecasted inclement weather (e.g., rain, high winds >20 km/h, lightning), you may receive a full refund of the balance (Deposit non-refundable) or a raincheck for a future date within 12 months.
• After Delivery or Setup: No refunds, rainchecks, or credits for weather-related cancellations, early takedowns, or non-use once equipment is on-site. You are responsible for monitoring weather and ensuring safe operation per our safety guidelines. If we deem conditions unsafe and perform an early takedown, the full rental fee applies.
• We do not guarantee weather; use at your own risk.

5. Return, Inspection, and Condition of Equipment

• Equipment must be returned (or available for pickup) at the end of the rental period in the exact same condition as delivered: clean, dry, undamaged, and free of debris, stains, tears, or modifications.
• Inspection: Upon return/pickup, we will inspect the equipment. You must be present for inspection if returning to our location. Any issues noted will be documented, and you will be notified immediately.
• Late Returns: Equipment returned after the agreed end time incurs a $100 per hour late fee, plus any additional rental charges for the extended period. Chronic lateness may result in loss of future booking privileges.
• Cleaning and Damage Charges:
  • If equipment requires cleaning (e.g., mud, food, pet hair), a fee of $100 per unit will be deducted from your security deposit.
  • For damages (e.g., tears, punctures, broken parts), you are fully liable for repair or replacement costs at our current rates (e.g., $500+ for minor tears; full retail price for major damage/loss). We will invoice you separately if costs exceed the security deposit.
  • Theft or loss: You are responsible for the full replacement value (including shipping and downtime fees) plus a $1,000 administrative fee.
• Security Deposit Refunds: Issued within 7 business days post-inspection only if no issues are found. Deductions for damages, cleaning, or unpaid fees will be applied without prior notice.

6. Liability and Waivers

• Customer Responsibility: You agree to supervise all use of the equipment, comply with weight/age limits, and follow all safety instructions. You assume all risks of injury, property damage, or loss arising from use.
• Limitation of Liability: To the fullest extent permitted by law, our total liability shall not exceed the rental fee paid. We are not liable for indirect, consequential, or incidental damages (e.g., personal injury, property damage during use). You waive all claims against us, our employees, or agents.
• Indemnification: You agree to indemnify and hold us harmless from all claims, losses, or expenses arising from your use of the equipment, including third-party claims.
• Insurance: You must maintain adequate insurance covering the equipment during the rental period. Proof may be required.

7. Dispute Resolution and Governing Law

• Any disputes arising from this Policy or rental shall be resolved exclusively in the courts of Ontario, Canada. This Policy is governed by the laws of Ontario and Canada, without regard to conflict of laws principles.
• If any provision is found unenforceable, the remainder shall remain in full effect.
• We reserve the right to amend bookings, refuse service, or pursue legal action for non-compliance, including collection of unpaid fees via small claims court or debt collection agencies.

By proceeding with your rental, you acknowledge that you have read, understood, and agree to this Policy. For questions, contact us at Phone: (647) 209-8307 or auraluxuryrentalg@gmail.com. Thank you for choosing Aura Luxury Rental!