Cancellation & Refund Policy
Last updated: June 24, 2026
This Cancellation & Refund Policy ("Policy") supplements and is incorporated by reference into the [WEquip Terms of Service](/terms) (the "Terms"). Capitalized terms used but not defined herein have the meanings given to them in the Terms. In the event of any conflict between this Policy and the Terms, the Terms control.
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1. Marketplace Role and Scope
1.1. Marketplace, not a counterparty. WEquip operates an online marketplace that enables independent equipment owners ("Owners") and renters ("Renters") to discover one another, negotiate, and enter into peer-to-peer rental, service, and (where offered) try-before-you-buy transactions ("Transactions"). WEquip is not a party to any Transaction, does not own, inspect, deliver, or operate the equipment, venues, or services listed, and does not act as an agent, broker, insurer, guarantor, or fiduciary for any user except where expressly stated in writing.
1.2. Application. This Policy governs (a) cancellations of Transactions by either party; (b) refunds of amounts collected by WEquip through its third-party payment processor; and (c) the handling of disputes that have a refund component. It applies to all Transactions booked through the WEquip platform in the United States.
1.3. Eligibility for refund processing. WEquip will process refunds only for amounts (i) charged through the WEquip platform via its third-party payment processor and (ii) that remain within WEquip's or the payment processor's control at the time the refund is requested. Cash, off-platform payments, deposits paid directly to an Owner, and any sums already paid out to an Owner that the Owner declines to return are not within WEquip's control and must be resolved directly between the parties.
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2. Booking Fees and Service Fees Are Non-Refundable
2.1. Renter booking confirmation is final as to platform fees. Once a Renter confirms a Transaction and payment is captured or pre-authorized, the WEquip service fee, processing fees, and any other platform charges (collectively, the "Platform Fees") are earned by WEquip in consideration for the marketplace, payment, trust-and-safety, and dispute-handling services rendered, and are non-refundable, even where the Transaction is later cancelled by the Renter, declined by the Owner, or modified by the parties. This provision applies to the maximum extent permitted by applicable law.
2.2. Owner Guarantee fees. Any contribution attributable to the [Owner Guarantee](/owner-guarantee) program is similarly non-refundable once a Transaction is confirmed.
2.3. Exception — WEquip error. Where WEquip determines, in its sole and reasonable discretion, that a Platform Fee was charged in error (for example, duplicate capture caused by a system fault), WEquip will refund the affected fee without requiring further action by the user.
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3. Cancellations by the Renter
3.1. Right to request. A Renter may request cancellation of a Transaction at any time prior to the scheduled return of the Item by notifying the Owner through the WEquip messaging system and using the cancellation function in the Renter's dashboard.
3.2. Refundability of the rental amount. Whether, and to what extent, the rental subtotal (i.e., the amount payable to the Owner, exclusive of Platform Fees, taxes, and add-ons) is refundable is determined by (a) the cancellation terms, if any, expressly disclosed on the Listing at the time of booking; (b) any individually negotiated terms documented in the WEquip messaging system prior to acceptance; and (c) the Owner's discretion, exercised in good faith and consistent with the Terms. Absent an express written term to the contrary, the Owner is entitled to retain amounts reasonably attributable to losses sustained as a result of the cancellation (including, without limitation, lost-booking damages where the Item cannot be re-rented for the same window).
3.3. Platform Fees. Platform Fees are non-refundable as set forth in Section 2.
3.4. No-shows and abandonment. A Renter who fails to take possession of the Item at the scheduled start time without prior written agreement with the Owner shall be treated as having cancelled at the start of the rental and shall not be entitled to any refund of the rental subtotal, except where the failure is attributable to the Owner.
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4. Cancellations by the Owner
4.1. Owner cancellation charge. If an Owner cancels a Transaction after acceptance, the Owner shall be liable to WEquip for, and authorizes WEquip and its third-party payment processor to charge or offset against future payouts, a cancellation charge equal to thirty percent (30%) of the total Transaction value (the "Owner Cancellation Charge"), as further described in the Terms. The Owner Cancellation Charge is intended as a reasonable estimate of the harm caused to WEquip and the affected Renter and is not a penalty.
4.2. Renter remedies on Owner cancellation. Where the Owner cancels prior to the rental start and is at fault, the Renter shall be refunded (a) one hundred percent (100%) of the rental subtotal charged for the cancelled Transaction; and (b) any pre-authorized but uncaptured security deposit shall be released. Platform Fees attributable to the cancelled Transaction will, at WEquip's discretion, either be refunded or credited toward a replacement booking made within ninety (90) days.
4.3. Repeat cancellations. WEquip reserves the right, in its sole discretion, to issue warnings, restrict listing privileges, suspend, or terminate the account of any Owner who exhibits a pattern of post-acceptance cancellations.
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5. WEquip Owner Guarantee and Damage Claims
5.1. Independent process. Claims arising from loss, theft, or damage to an Item during the rental period are handled under the [WEquip Owner Guarantee](/owner-guarantee) and are not "refunds" for purposes of this Policy. Filing or recovery under the Owner Guarantee does not entitle the claimant to a refund of Platform Fees.
5.2. Security deposits. Where a security deposit was authorized at booking, the deposit may be captured, in whole or in part, in accordance with the Terms and the Owner Guarantee process, before any refund is issued.
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6. Refund Mechanics and Timing
6.1. Original payment method. Approved refunds are returned to the original payment method used at booking. WEquip cannot redirect refunds to a different card, account, or person.
6.2. Processing time. Once a refund is approved, WEquip will initiate the refund with its third-party payment processor promptly. Funds typically appear on the Renter's statement within up to fourteen (14) business days, although the actual posting time is controlled by the Renter's issuing bank or card network and is outside WEquip's control.
6.3. Currency and fees. Refunds are issued in the original transaction currency. WEquip is not responsible for any foreign-exchange variance, bank fees, or interchange costs incurred between the original charge and the refund.
6.4. Partial refunds. Where a refund is partial, the unrefunded portion represents amounts retained by the Owner pursuant to Section 3.2, non-refundable Platform Fees, or amounts applied against documented damages, late returns, cleaning, or other charges permitted by the Terms.
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7. Disputes, Chargebacks, and Order of Operations
7.1. Contact WEquip first. Before initiating a chargeback or payment-network dispute with a card issuer or bank, the Renter agrees to first attempt resolution by (a) contacting the Owner through the WEquip messaging system; and (b) if unresolved within seventy-two (72) hours, contacting WEquip support through the [Contact](/contact) page. This obligation is a material term of the Terms.
7.2. Cooperation. Each party agrees to cooperate in good faith with WEquip's investigation of any dispute, including by providing photographs, communications, receipts, and inspection records on request. WEquip's good-faith determination of a dispute is final as between the parties for purposes of refund issuance, without prejudice to the parties' rights at law.
7.3. Chargebacks. Initiating a chargeback before complying with Section 7.1, or in connection with a Transaction in which the Renter received the substantial benefit of the bargain, may result in (a) account suspension; (b) recovery of the disputed amount, plus reasonable processing and administrative fees; and (c) referral to collections.
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8. Try-Before-You-Buy and Purchase Transactions
8.1. Where a Listing offers a try-before-you-buy option and the Renter elects to purchase the Item, the rental portion of the Transaction is consumed and is not refundable as a "cancellation"; the post-purchase relationship is governed by the sale terms agreed between the Owner and Renter. WEquip does not warrant or guarantee any sale.
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9. Gift Cards, Credits, and Promotions
9.1. Gift cards. Amounts loaded onto WEquip gift cards are non-refundable except where required by applicable law. Unused gift-card balances do not expire and remain redeemable on the platform.
9.2. Promotional credits. Promotional credits, discounts, and waivers have no cash value, are non-transferable, and are forfeited upon cancellation of the associated Transaction unless expressly stated otherwise.
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10. Changes to This Policy
WEquip may amend this Policy from time to time by posting an updated version on this page and updating the "Last updated" date. Material changes will apply prospectively to Transactions booked on or after the effective date of the change. Continued use of the platform after the effective date constitutes acceptance of the revised Policy.
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11. Contact
Questions, refund requests, or notices under this Policy should be directed to WEquip via the [Contact page](/contact). Please include the Transaction ID, the names of both parties, and a brief description of the issue so that we can assist promptly.
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*This page is maintained by WEquip USA and is intended as a plain-language summary of cancellation and refund practices on the WEquip marketplace. It is not legal advice. To the extent of any conflict, the [Terms of Service](/terms) control.*