Refund & Cancellation Policy

1. Overview

This policy outlines how refunds, cancellations, and returns are handled on the RIGShare construction equipment rental marketplace. All monetary amounts referenced below are in US dollars. This policy is part of our Terms of Service.

2. Renter Cancellations

Renters may cancel a confirmed booking at any time before the rental start date. Refund amounts depend on the timing of cancellation relative to the scheduled rental start:

Refunds are processed back to the original payment method within 5 – 10 business days.

Service Fee Retention: RIGShare's 7% Renter service fee is non-refundable on all Renter-initiated cancellations, regardless of timing. The refund percentages above apply to the base rental amount only.

Protection Plan Fees: Protection Plan fees are refunded in full for cancellations made 3 or more days before the rental start date and are non-refundable for cancellations made fewer than 3 days before the rental start date.

High-Value Rental Exception: For rentals with a total value exceeding $5,000, same-day cancellations will receive a 25% refund of the rental amount for unused full days remaining on the booking. This exception does not apply to single-day rentals.

3. Owner Cancellations

If the Owner cancels a confirmed booking, the Renter receives a 100% refund, including all fees and Protection Plan costs. If the Owner fails to show up at the agreed pickup time or location (no-show), the Renter receives a 100% refund plus a $50 platform credit.

Repeat Cancellation Penalties:

• 1st cancellation (rolling 90 days): Warning issued; reduced search visibility for 7 days.
• 2nd cancellation (rolling 90 days): Reduced search visibility for 30 days; listing flagged with cancellation rate indicator.
• 3rd cancellation (rolling 90 days): All listings suspended for 14 days; Owner must contact support to reactivate.
• 4+ cancellations (rolling 90 days): Account subject to review and potential permanent suspension.

Owner cancellations due to documented equipment breakdown or emergency (with supporting evidence submitted within 24 hours) will not count toward the cancellation threshold.

Early Return Policy

If a Renter returns equipment before the end of the booked rental period:

• No refund for unused days on rentals of 3 days or fewer.
• For rentals of 4+ days, Renters may request a partial refund for unused full days remaining, subject to a 1-day minimum charge beyond the days already used.
• Early return refund requests must be submitted through the platform before physically returning the equipment.
• RIGShare's service fee and Protection Plan fees are non-refundable upon early return.
• Owners are not obligated to accept early returns outside of their listed availability windows.

Rental Extensions

If a Renter wishes to extend a rental beyond the original booking period:

• Extensions must be requested at least 12 hours before the scheduled return time and are subject to Owner approval.
• Extended days are charged at the original daily rate. RIGShare's service fee and the Owner's platform commission apply.
• If a Protection Plan was purchased, coverage automatically extends at the same tier and rate.
• The security deposit remains unchanged unless the new rental total requires a higher minimum deposit.

Late Returns

Equipment not returned by the scheduled return time without an approved extension:

• Grace period: 2 hours after scheduled return. No charges, but the Renter must notify the Owner through the platform.
• Late fees: After the grace period, 1.5x the daily rate per day or partial day (minimum 4 hours to constitute a partial day).
• Unreturned equipment (48+ hours late without communication): Security deposit forfeited to Owner; Renter's account flagged for review; Owner provided with Renter contact info for recovery; cooperation with law enforcement if theft report filed.
• Late fees are deducted from the security deposit. If late fees exceed the deposit, the Renter's payment method on file is charged.

Force Majeure

Neither party is liable for cancellation due to events beyond reasonable control (natural disasters, severe weather, government orders, civil emergencies). In such events:

• The affected party must notify the other party through the platform as soon as reasonably practicable.
• Renters receive a 100% refund of the rental amount and all fees.
• No cancellation penalties are assessed against either party.
• RIGShare determines, in its sole discretion, whether a Force Majeure Event has occurred.

4. Equipment Malfunction Refunds

If equipment malfunctions during a rental through no fault of the Renter, the Renter must report the issue immediately through the platform. Refund amounts depend on severity:

Grace Period: Issues reported within 4 hours of pickup qualify for a full refund regardless of severity.

5. Security Deposit Returns

A security deposit equal to 15% of the total rental amount (minimum $100, no maximum) is placed as an authorization hold on the Renter's payment method at the time of booking. The hold reserves funds but does not charge the Renter's card. The hold is released within 48 hours of the equipment being returned without incident.

• No damage: Full deposit released within 48 hours of equipment return.
• Damage reported: Deposit held during the dispute resolution process. Any amount not applied to damage is returned.
• Damage assessment appeal: Either party may appeal an AI-assisted damage assessment within 48 hours by contacting support@rigshare.app.

6. Equipment Protection Plan

RIGShare offers an optional Equipment Protection Plan to limit the Renter's out-of-pocket exposure for accidental damage, theft, or loss. The Protection Plan is a damage waiver, not insurance.

Protection Plan fees are non-refundable once the rental period begins. For Renter-initiated cancellations before the rental starts: fees are refunded in full if cancelled 3+ days before, and non-refundable if cancelled fewer than 3 days before. For Owner-initiated cancellations and Force Majeure events, Protection Plan fees are always refunded in full. If a rental is extended, Protection Plan coverage automatically extends at the same tier and rate. The Protection Plan does not cover intentional misuse, gross negligence, or operation by unauthorized persons.

7. Third-Party Delivery Fees

Delivery fees paid to third-party delivery providers are non-refundable once confirmed by the delivery provider. Delivery damage claims must be filed directly with the delivery provider. The Equipment Protection Plan does not cover damage during third-party delivery transit.

8. Service Fees

RIGShare's 7% Renter service fee is non-refundable on all Renter-initiated cancellations, early returns, and rental extensions. The service fee is refunded in full only for Owner-initiated cancellations, Owner no-shows, and Force Majeure events.

9. Dispute Resolution

Refund disputes are processed through RIGShare's AI-assisted dispute resolution system. Either party may appeal within 48 hours by contacting support@rigshare.app. Unresolved disputes are settled through binding arbitration in Bexar County, Texas.

10. Modifications

RIGShare reserves the right to modify this policy at any time. Changes take effect when posted on this page. Continued use of the Service after changes constitutes acceptance of the updated policy. RIGShare may modify cancellation terms on a case-by-case basis at its sole discretion. Any such modifications will be communicated to the affected parties in writing through the platform.

11. Contact

Questions about refunds or cancellations? Contact us at support@rigshare.app or write to RIGShare LLC, 17503 La Cantera Pkwy Ste 104 # 25, San Antonio, TX 78257.