Effective 2026-08-21

Cancellation and Refund Policy

Reservations commit equipment, delivery capacity, and preparation time to your rental. Customer-requested cancellations are eligible for a refund of the applicable prepaid rental and delivery charges according to the schedule below, based on when the cancellation request is successfully submitted relative to the scheduled delivery time. Applicable sales tax will be adjusted based on the amount refunded.

Within 30 minutes after payment, before delivery begins100% refund

72 or more hours before delivery100% refund

24 hours to less than 72 hours before delivery75% refund

Less than 24 hours before delivery, but before delivery begins50% refund

After delivery begins, after delivery, or no-showNo refund

When delivery begins. For purposes of this policy, delivery begins when the rented equipment is en route to the customer’s delivery location.

How cancellation works

Use the cancellation-request link in your paid reservation email to submit a cancellation request. The 30-minute booking correction window applies to eligible reservations provided delivery has not begun. The time the cancellation request is successfully submitted determines the applicable refund tier, regardless of when BTER reviews or confirms the request.

A cancellation request is not complete until confirmed by Big Time Equipment Rentals, but the customer’s refund eligibility is determined using the timestamp when the request was successfully submitted.

Approved refunds are returned to the original payment method and generally appear within 5–10 business days, depending on the customer’s financial institution. A refund issued shortly after payment may appear as a reversal, causing the original charge to disappear instead of appearing as a separate credit. Applicable sales tax will be adjusted based on the taxable charges refunded.

Cancellations or inability to fulfill by BTER

If BTER cannot fulfill a confirmed reservation for reasons not caused by the customer, BTER may, as appropriate, offer a suitable replacement, reschedule the reservation with the customer’s agreement, or provide a refund of the affected prepaid charges.

BTER may delay, refuse, suspend, or cancel delivery or rental when severe weather, unsafe conditions, legal restrictions, equipment conditions, or other circumstances make fulfillment unsafe, unlawful, or impracticable. If the inability to fulfill is not caused by the customer, BTER will provide an appropriate refund of affected prepaid charges or, with the customer’s agreement, reschedule the rental.

If delivery or rental cannot be completed because of circumstances within the customer’s responsibility or control, including inaccurate delivery information, unsafe or inaccessible site conditions, locked or restricted access, lack of required permission or assistance, fraud, prohibited use, or violation of the Rental Agreement, the customer is not automatically entitled to a refund. Applicable charges will be determined under this policy and the Rental Agreement.

Severe weather and unsafe delivery conditions

BTER will not deliver equipment when severe weather or related conditions make transportation, unloading, pickup, or equipment operation unreasonably unsafe. Severe-weather conditions may include tornado warnings, severe thunderstorm warnings involving dangerous winds or large hail, flash-flood warnings or flooding affecting the delivery route or job site, ice or snow creating unsafe road or unloading conditions, sustained or gusting winds that make towing or unloading unsafe, lightning or other storm conditions creating an immediate safety hazard, or any other weather condition that BTER reasonably determines creates a material safety risk.

If BTER cancels a reservation because severe weather makes delivery unsafe, the customer will receive a 100% refund of the affected prepaid rental and delivery charges, including the applicable adjustment of sales tax. BTER will contact the customer regarding the cancellation and may offer rescheduling when appropriate.

Ordinary rain, forecast uncertainty, inconvenient weather, muddy conditions that do not prevent safe delivery, or a customer’s preference not to work because of weather do not automatically qualify as severe weather under this policy. Customer-requested cancellations that do not meet the severe-weather threshold remain subject to the normal cancellation schedule.

Non-waivable rights

This policy does not limit rights that cannot legally be waived. Any approved exception must be confirmed in writing by Big Time Equipment Rentals.

Questions? support@bigtimeequipmentrentals.com · (727) 598-6483