1. Caution Deposit Refund
Your deposit is fully refunded within 7 business days after we safely collect, return, and inspect all inventory items.
- No permanent structural damage, missing parts, or deep fabric stains are required for a full 100% refund.
- If minor structural damage occurs, we will only deduct the direct repair or cleaning cost and return the balance to you.
2. Rental Fee Cancellation Windows
Because our premium items are locked down exclusively for your event date, cancellation refunds are tier-scaled based on your notice period:
Full amount returned to your account (minus a standard 5% payment gateway processing fee).
50% is retained as we have already turned down secondary bookings for your reserved items.
No refund. Truck logistics are loaded, crews are assigned, and operational costs are already incurred.
3. Refund Execution Windows
Once your refund is approved, the timeline for funds hitting your account depends exclusively on your original payment method:
| Payment Method | Processing Time | Channel Fee Note |
|---|---|---|
| Direct Bank Transfer | 1 - 2 Business Days | Zero channel deduction fees apply. |
| Card / Payment Gateway | 3 - 5 Business Days | Subject to standard 5% gateway fee retention. |
4. Non-Refundable Exceptions
Certain custom, perishable, or tight-turnaround items cannot be canceled or refunded under any conditions:
- Custom-made print assets or personalized installations (e.g., banners, branded decals).
- Perishable design additions (e.g., fresh floral arrangements, inflated balloon structures).
- Delivery and setup fees if our logistics vehicle has already vacated the warehouse.
- Emergency rush bookings that are finalized within 24 hours of the event.
5. Weather & Force Majeure
Outdoor Events Notice: TopRentals does not issue cash refunds for disruptions caused by sudden weather conditions (rain, heavy winds) once items leave our warehouse. We highly recommend booking backup marquees.
In the event of civic instability, natural disasters, or documentable acts of God, bookings can be rescheduled within a 90-day window free of penalty fees, subject to inventory availability.
6. How to Start Your Request
Our support desk operates swiftly to process eligible adjustments. 98% of valid refunds are initiated within 3 business days.
- Reply directly to your original booking confirmation email.
- Alternatively, WhatsApp us at +234 704 546 9892 with your Booking ID.
- Our desk assesses all applications within 24 working hours.