Cancellation, Rescheduling and Refund Policy

C1. The short policy

Plans change. Give us at least 72 hours' notice before your delivery start and cancel for a full refund. With less notice, the late-cancellation deduction is the lesser of $50 or your first-week equipment rental charge. Your first confirmed pre-delivery date change has no rescheduling fee, including inside 72 hours, for a new delivery within 60 days of your original delivery date, subject to availability.

A free date change means no rescheduling fee. It does not include extra rental weeks, more equipment, a longer distance or a special purchase. We show and obtain approval for any such difference before confirming the change.

C2. Exactly when the clock starts

Your Order Summary must display a cancellation reference timestamp in America/Chicago time. It is the start of the delivery window accepted when the order is confirmed; if no narrower window is agreed then, it is 9:00 a.m. on the delivery date. A later route assignment may not move that deadline earlier. Exactly 72 hours' notice qualifies for the full-refund tier. The date of the rental and local daylight-saving rules determine the actual timestamp.

Notice is received when your request reaches the portal, listed support email or a timestamped phone/voicemail record. A staff response is not required to preserve that timestamp. We will send a confirmation of cancellation or an amended schedule. A quote, request or unanswered rescheduling message alone does not allocate a new slot.

C3. Refund schedule for an ordinary customer cancellation

The late-cancellation amount is intended as a reasonable estimate of scheduling and preparation loss, not a penalty. We will not collect it where prohibited or use it to obtain unreasonable or duplicate recovery. The same-event cancellation deduction and a rescheduling fee are alternatives, not stacked charges.

C4. What is and is not included in a cancellation deduction

The $50 cap applies once per canceled order, not per crate, address or unused week. The first-week rental charge means the equipment-rental component actually shown for week one, after applicable discounts; it excludes supplies, taxes and separately itemized distance/fulfillment charges. Prepaid later rental weeks are refunded on a pre-delivery cancellation rather than all being forfeited.

Unperformed separately priced delivery/pickup or distance services are refunded. Do not deduct an internal driver payout that was never a customer line item. For a dispatched but failed delivery, only actually performed, quoted service components may be retained; unused pickup charges are refunded. Supplies that are standard, undelivered and not customized are refunded even if staged. A genuinely custom or nonreturnable special order needs its exact nonrefundable amount and terms accepted before purchase; the label "staged" alone is insufficient.

Tax is recalculated or credited according to applicable law. We initiate an approved refund to the original payment method, ordinarily within five business days after the refund amount is resolved, and send confirmation. The financial institution controls posting time; a submitted or pending refund is not described as received. We do not refund more than was paid or refund a disputed payment twice.

C5. One first no-fee date change within 60 days

The first confirmed customer-requested change of delivery date before the original delivery start has no rescheduling fee. This specific promise overrides any generic late-change fee, including inside 72 hours. It applies to the same customer, same order and eligible service area. The replacement delivery must start no later than 60 calendar days after the original delivery date and be available when approved.

For unchanged equipment and rental duration, the original equipment price is protected for this first move. Quantity, duration, address or accepted special-order changes are repriced and itemized for approval. Payments already made are applied to the amended order; they are not treated as a new purchase of general store credit or a priority reservation.

The allowance is consumed only when the new date is confirmed. A rejected or unavailable request does not consume it. If we cannot offer any reasonable available date within the 60-day period that works for your stated needs, we will offer an agreed extension of the period or refund the unprovided order without a late-cancellation deduction. You are not required to accept an unavailable or unusable service as a substitute for a refund.

A date change requested inside 72 hours retains late-cancellation status if you later cancel that same amended order: the deduction remains capped at the same lesser-of-$50 amount. A date change requested with at least 72 hours' notice uses the new confirmed delivery start for a later cancellation. This prevents a last-minute move from manufacturing a new cash-refund entitlement without imposing a new fee merely for using the first date change.

C6. Further changes, unused deferrals and no double fees

A second or later customer-requested pre-delivery date change may be accepted for a $25 rescheduling fee per confirmed change, plus approved price differences. We disclose the fee before you accept. There is no fee for asking about availability, for a change we cause, or for correcting our mistake. A second change does not automatically start a new 60-day period.

If a deferred order has no confirmed new date by the end of its agreed deferral period, we contact you and close or extend it in writing. We do not forfeit the entire unused balance. Unless an extension is agreed, the refund is calculated under the cancellation status preserved in C5, with no additional "expired credit" penalty. Previously completed, separately authorized service or date-change fees are addressed in the itemized reconciliation; they are not deducted a second time.

The $25 repeated-change fee is not the $25 failed-pickup re-trip fee. They apply to different documented events. No cancellation fee is added to a completed date change. Pickup changes after delivery and added rental time follow B3/B7 rather than this pre-delivery promise.

C7. Supplies and early return

Before delivery, standard unused supplies follow C4. Opened or used supplies are not returnable for a change of mind. Unopened standard supplies in resaleable condition may be returned with the scheduled equipment pickup for a product-price refund; special-order exclusions must have been disclosed and accepted separately. Rights concerning defective or misdescribed goods remain unaffected.

A voluntary early equipment return does not automatically reduce the reserved rental price. We can agree an adjustment in writing; inability to use conforming equipment because your own move changes does not itself establish a service failure. We do not charge for an extension that was requested but never approved and performed.

C8. Geaux-caused changes and unsafe conditions

If Geaux cannot provide delivery as promised, we offer a reasonable replacement arrangement or refund the unprovided service if you decline an arrangement that does not reasonably meet your move. If only part of an order is unusable or unprovided, we make an appropriate itemized adjustment rather than applying a blanket no-refunds rule.

We do not require unsafe driving, access or handling during dangerous weather, evacuation or other conditions beyond reasonable control. We communicate the disruption and arrange a safe alternative. Where service cannot be provided and no reasonable alternative is accepted, unprovided amounts are refundable. No force-majeure clause allows us to keep every payment indefinitely for nothing delivered.

Geaux-caused pickup delays do not incur extra rental time or rescheduling fees. For safety-driven pickup delays not caused by you, we likewise waive time and rescheduling charges attributable to that disruption while you reasonably safeguard the equipment. A different issue caused by misuse or refusal of a safe confirmed collection is evaluated on its own evidence.