Refund policy

EXPERIENCE FORMATIONS LLC RENTAL CHARGES, CANCELLATIONS, DEPOSITS & REFUND TERMS AND CONDITIONS

 

'Northern Explorer Supply - Rental Division' works hard to take good care of our customers ('Customer(s)' / 'Lessee(s)'), community, and the 'Equipment'. We appreciate the opportunity to earn your trust and loyalty as a new outfitter at the hub to so many wonderful recreation retreats and hotspots. Our policies and disclaimers are in place to help us balance the needs of many customers and protect our business so we can operate sustainably. Please review and let us know if you have any questions.

Payment: The only form of payment accepted by NES Rental is a valid electronic payment method available through our payments provider, Stripe. Your credit card will be authorized and charged in full for the entire cost of the reservation and other selected products and services within your reservation/order upon completion of your booking.

Reservations: Ideally, all bookings should be placed at least 24 hours in advance of the rental period start date and time. This gives you time to make adjustments and provides a buffer to NES in the preparation of your equipment. However, we can usually accommodate bookings on short notice--as late as 3 business hours before the desired start date and time. If the booking website is not permitting a booking within the period you desire, including before or after normal business hours, please contact NES to potentially have an exception made. We know many of our customers travel from long distances and that can mean they pass through the Kittery/York area into the early evening, often times.

Security Deposit & Damage/Loss Reimbursement: A security deposit of $250.00 per Kayak, $250.00 per stand-up-Paddleboard, $250.00 per tent, or $500.00 per Bike may apply separate from the cost of the rental term, made payable at the time of reservation. The security deposit is a fraction of the total cost of the Equipment and shall not be considered full compensation for the replacement or repair of lost or damaged Equipment unless otherwise stated in writing by the Lessor.

REGARDLESS, CUSTOMERS ARE REQUIRED TO PAY FOR THE FULL COST OF REPAIRS OR REPLACEMENT IF THE RECREATION EQUIPMENT IS DAMAGED BEYOND NORMAL WEAR AND TEAR OR LOST (THEFT INCLUDED); the full cost of replacement will likely exceed the amount of the security deposit. Upon damage-free return of all assigned Equipment, if a Security Deposit has been charged, it will be refunded within 48 hours of the confirmed return date of the booked Equipment. 

If a security deposit has not been charged, the credit card on-file will be charged for the exact cost of repair or replacement per manufacturer cost estimation. NES will inspect the Equipment and consult with the customer before any such measure is taken; there will be no surprises.

Late Fees: Predictable recreation Equipment availability through the inventory reservation process allows the Lessor to satisfy bookings and results in fewer to no cancelations. Thus, to discourage interruptions to booked inventory, late Equipment rental returns will be charged an amount equal to one-hundred-fifty-percent (150%) of a full-priced single rental calendar day for every calendar day the rental Equipment is returned past its due date. Only whole calendar day fee increments will apply (in other words, a half-day or hourly increments are unavailable and shall not be applied). This penalty will go into effect beginning immediately after close of business (please see https://www.northernexplorersupply.com for business hours) on the date of the scheduled return per the reservation. For example, if a rental was scheduled to be returned by 5 o’clock p.m. on a Monday—which also was the time the business closes for the day—and yet the rental had not been returned by that time, one-hundred-percent (100%) of the regular single calendar day rate plus fifty-percent (50%) of its total amount will be applied at 5:01 p.m. the same day, and will be in effect until close of business the subsequent calendar day. This late fee will be repeatedly and automatically applied to the Lessee’s credit card per calendar day on such a basis until the Equipment has been satisfactorily returned to the Lessor.

Cancelations and Refunds: Cancelations are permitted at any point in time after the rental Reservation has been confirmed, however, there are proportioned limits to how much (if any) of a refund will be provided: Full Refunds (100%) will be issued for Cancelations that are made at least 48 hours prior to the Start date and time of Reservation. If a Cancelation is made between 24 and 48 hours of the Start date and time of my Reservation, a Partial Refund of 50% of the payment will be issued. If a Cancelation is made less than 24 hours before the Start date and time of Reservation, No Refund (0%) will be provided; refunds will not be provided after the rental period has commenced except in matters whereby NES jeopardizes the conditions of the Reservation.

No refunds will be given for weather or other external or customer related causes.

Early Termination: Should the Lessee return the Equipment prior to the rental period Return/end date and/or time, no refund will be provided unless for reasons agreeably determined to be the fault of the Lessor.

Late Fees: Predictable Recreation Equipment availability through the inventory reservation process allows the Lessor to satisfy bookings and results in fewer to no cancelations. Thus, to discourage interruptions to booked inventory, late Equipment rental returns will be charged an amount equal to one-hundred-fifty-percent (150%) of a full-priced single rental calendar day for every calendar day the rental Equipment is returned past its due date. Only whole calendar day fee increments will apply (in other words, a half-day or hourly increments are unavailable and shall not be applied). This penalty will go into effect beginning immediately after close of business (please see https://www.northernexplorersupply.com for business hours) on the date of the scheduled return per the reservation. For example, if a rental was scheduled to be returned by 5 o’clock p.m. on a Monday—which also was the time the business closes for the day—and yet the rental had not been returned by that time, one-hundred-percent (100%) of the regular single calendar day rate plus fifty-percent (50%) of its total amount will be applied at 5:01 p.m. the same day, and will be in effect until close of business the subsequent calendar day. This late fee will be repeatedly and automatically applied to the Lessee’s credit card per calendar day on such a basis until the Equipment has been satisfactorily returned to the Lessor.

Extensions: Should the reservation period need to be extended in a manner that avoids late fees and likely interruption to inventory availability for reservations booked by others, the Lessee must contact the Lessor during business operating hours at least 24 hours in advance of the reservation end date and time. The Lessor will accommodate the request to the best of its ability without guarantees that the request can be fulfilled due to the likelihood that the inventory for the desired extension period has already been assigned to another Lessee. If the requested extension is granted, it will be valid only if the associated reservation has been processed as an electronic transaction with an immediately available receipt. In other words, an email, phone call, text, or voicemail shall not constitute as a completed and valid reservation extension, subject to the same terms and conditions as the original rental period booked.

Equipment Loss & Damage: The Lessee will be charged for the full replacement or repair cost of every damage that occurs while the Lessee is in possession of the Equipment. Damages shall be considered negligent or intentional unless damages are clearly a result of normal wear and tear because of respectful Equipment use. For example, please avoid dragging or bumping the Equipment over or into rocks, dropping the Equipment onto surfaces, failing to release drain plugs that can otherwise cause a kayak’s internal chamber to expand and deform, over-tensioning tie down straps, letting bicycles fall over, allowing Equipment to get unnecessarily muddy or waterlogged, jumping onto the Equipment, leaving Equipment unsupervised which increases risk of theft (e.g., tents left in a campground or coolers left on the beach). The repair or replacement cost of Equipment because of preventable harm will be estimated by a third-party or the Equipment Manufacturer and require the Lessee’s full and immediate payment. If a Security Deposit has been collected, up to one-hundred-percent of it will be used for damage or loss reimbursement. If the Security Deposit amount is not enough to cover the full costs of repairs or replacement(s), the balance of costs will be charged to the Lessee’s form of payment.

Please be respectful of all equipment; please treat it with care as though it was your own. This helps us continue to be able to provide quality equipment to all our valued customers.