Legal

Cancellation Policy

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Equipment Hire, Wet Hire & Event Production
Permanent Installations
Support Services
Support & Maintenance Agreements

Equipment Hire, Wet Hire & Event Production

This cancellation policy is an extract from our Equipment Hire Terms & Conditions and forms part of those terms.

The Client must provide notice of cancellation by 9am on the working day (Monday to Friday, excluding bank holidays) before the hire start date. Notification must be made in writing via email or post (to orders@avxpert.co.uk or Unit 2 Kingfisher Court, Hinchingbrooke Business Park, Huntingdon, PE29 6AA), and cannot be accepted by telephone. Any cancellations received after this time will incur the full hire cost, as the equipment will already have been prepared for the hire. Any cancellations within 1-28 days of the hire start date will incur a 50% charge of the total hire cost. If the Client has already paid in full, a 50% refund will be issued within 14 days of receipt of written cancellation. Cancellations more than 28 days prior to the hire date will not incur any charges, however any deposits paid are non-refundable. Deposits may be applied to a future hire, which must take place within 2 years of the original date, or the deposit will be retained by AV Xpert as a cancellation fee.

Should the Client wish to end the hire early, no refunds will be issued for the remainder of the hire period. The Client may keep the equipment until the end of the hire, or return it early, in which case the hire will terminate but no refund will be offered. Where AV Xpert is due to pack down and collect the equipment, AV Xpert is happy to rearrange the collection to an earlier time, subject to availability.

Should the Client wish to postpone, AV Xpert will not provide refunds for any payments made but will apply those payments towards the rescheduled hire. The Client must notify AV Xpert of the new hire date within 1 year of the original hire date, and the rescheduled hire must occur within 2 years of the original hire date. The availability of equipment and staff for the new dates will be subject to confirmation, and the Client acknowledges that no refunds will be issued following a postponement if the hire is not rearranged within the above given timeframe, and under such circumstances the postponed hire will be treated as cancelled.

In the unlikely event that AV Xpert is unable to provide services due to unforeseen circumstances (e.g., illness, accident, or other emergencies), AV Xpert will make every effort to provide a suitable replacement. If a replacement cannot be provided, the Client will receive a full refund for the services not carried out, and may seek compensation up to the total contracted value of the services not provided. AV Xpert will not be held liable for non-fulfilment of contract by any contracted artistes; liability in such cases rests solely with the artiste.

AV Xpert reserves the right to cancel services if the Client fails to adhere to these Terms and Conditions. In such cases, the Client may still be liable to pay the outstanding balance, with any paid deposit being non-refundable.

Permanent Installations

This cancellation policy is an extract from our Permanent Installation Terms & Conditions and forms part of those terms.

If the Client cancels the project after confirming the order, but before installation has commenced, the client will owe 50% of the total project costs as a cancellation fee, and as such, the deposit will not be refunded.

If the Client cancels after installation has commenced, the full project balance will be due as originally agreed. However, under these circumstances, the Client will retain ownership of the purchased stock, which will be handed over, but will not be installed.

In the event of postponing the agreed delivery dates, and if stock has already been ordered, AV Xpert reserves the right to invoice an additional 25% of the total balance to cover the costs incurred. Postponements must be communicated promptly, and any changes to the delivery schedule will be subject to availability and agreement. Should further delays occur, additional charges may apply.

Support Services

This cancellation policy is an extract from our Support Services Terms & Conditions and forms part of those terms.

The Client may cancel or postpone the service appointment, subject to the following terms:

Cancellation: If the Client wishes to cancel the service, they must provide at least 48 hours' notice prior to the scheduled service visit. In the event of cancellation of the scheduled visit, AV Xpert reserves the right to retain the full deposit paid, which is non-refundable.

Postponement: If the Client wishes to postpone the service appointment, they must provide at least 48 hours' notice. AV Xpert will make reasonable efforts to accommodate the rescheduled date, subject to availability. If the rescheduled date is within 30 days of the original service start date, the deposit will be applied to the new service date. If the postponement results in a delay beyond 30 days, a new quotation may be required, and any increase in costs will be communicated to the Client.

Support & Maintenance Agreements

This cancellation policy is an extract from our Support & Maintenance Terms & Conditions and forms part of those terms.

AV Xpert is committed to environmentally responsible disposal of any waste generated during a service visit. We will remove and dispose of any packaging, old redundant equipment that is being replaced under this visit, and debris directly resulting from the service visit and any repairs carried out on-site. However, we will not dispose of any waste that was not created directly through the service provision.

If the service visit involves the replacement or repair of existing equipment, AV Xpert will remove and dispose of the faulty or replaced equipment in an environmentally responsible manner. The work area will also be cleared of any waste generated during the visit, including cable off-cuts, packaging, and other debris.

If you wish to keep any equipment that is being replaced or removed during the service, please inform the technician on-site, and the equipment will be left in a designated area.