Know the deadlines before you book.

Cancellation, changes, and refunds

When you reserve equipment, we hold it for your booking and may decline other reservations. Cancellation charges compensate for that reserved availability. The schedule below applies to confirmed bookings that expressly accept this policy, subject to applicable law. It does not apply retroactively to earlier orders or charge you for an unconfirmed inquiry.

How the percentages work. Percentages apply only to the agreed equipment rental charges for canceled equipment, after any agreed discounts. The $2,500 refundable insurance deposit, delivery/pickup fee, and taxes are excluded from that calculation. Refund percentages assume the rental charges were paid in full; if partially paid, we reconcile payments against the applicable cancellation charge and show any refund or unpaid balance. Applicable taxes are adjusted as required by law.

48-hour cancellation window. A full rental-charge refund is available only when cancellation is received within 48 hours after written booking confirmation and at least 10 days before the confirmed rental start. Both conditions must be met. Otherwise, the advance-notice schedule applies. This window does not restart after a booking change.

Deadlines. We measure notice from the confirmed rental start time in Eastern Time, not a later event time. Ten days means 240 hours; three days means 72 hours. Exactly 240 hours qualifies for the 10-day tier; exactly 72 hours qualifies for the 3-day tier. The recorded receipt time determines the tier, not when staff respond. The confirmation must state the rental start date and time.

Refundable deposit. The $2,500 deposit is fully refunded for cancellations before equipment handover and is not subject to a cancellation percentage. Once equipment has been handed over, the return, inspection, and documented-deduction provisions in this agreement govern the deposit.

Delivery and pickup. The $120 combined fee is fully refunded if no delivery-related trip has begun. If travel has begun, we itemize any transportation amount retained and credit unused services. Dispatch records establish when a trip began. Cancellation does not automatically forfeit the entire combined transportation fee.

Third-party processing costs. We may deduct only actual, nonrecoverable third-party processing costs where permitted and disclosed before payment. No administrative markup is added. Any such deduction is separately itemized and is not a cancellation percentage applied to the deposit or delivery fee. We do not deduct costs returned by the processor or recover the same cost twice. A stated 100% rental-charge refund may therefore be reduced by an applicable disclosed processing cost.

How to cancel. Use our contact form and select “Cancellation or booking change,” or reply to your booking confirmation. Include the reservation number, renter/company name, rental dates, and whether you are canceling the entire booking or selected items. Keep the submission reference or sent message. We provide an itemized written cancellation statement. If a request cannot be submitted successfully, use the contact method in your confirmation.

Changes and rescheduling. Removing equipment or shortening a confirmed rental is treated as cancellation of the removed portion. Remaining equipment must meet the minimum rental requirements unless we agree otherwise in writing. Rescheduling depends on availability and written approval; a request alone does not change the original booking or cancellation deadline. Changes do not automatically restart the 48-hour window or remove an already applicable charge. Any credit or revised terms must be confirmed in writing.

Refund processing. We initiate approved cancellation refunds to the original payment method within 10 business days after receiving a complete, identifiable cancellation request. Your bank or payment provider may take additional time to display the funds. Any legitimate unresolved amount must be explained in writing; undisputed refunds are not delayed unnecessarily.

If Pivot cancels. If we cannot fulfill your confirmed booking and you do not accept an alternative, we refund all payments for the unfulfilled booking, including its deposit, delivery/pickup charges, and processing fees, without a cancellation charge.

Reasonable charges and legal rights. These terms are intended to reasonably compensate for reserved availability and anticipated loss, not impose a penalty. We account for avoided costs or replacement bookings where required by law and do not recover the same loss twice. Mandatory refund rights and other nonwaivable protections remain in effect.