Cancellation and changes to a booking
How much is refunded by period, how dates can be moved and why printing is not refunded once it has started.
How much is refunded on cancellation
Cancellation is measured in days before the first day of the rental, not before the date of the order. There is one rule and it does not change by product.
| When you cancel | Refunded | What it means in practice |
|---|---|---|
| 7 or more days before the rental | 100 % | The full amount paid for rental, logistics and cover comes back |
| 3–6 days before the rental | 50 % | Half of what was paid for rental and logistics stays with us |
| 0–2 days before the rental | 0 % | The amount paid is not refunded, because the item is already blocked and prepared |
The reason for the steps is simple. When you confirm dates, the item leaves availability and is not offered to anyone else. The closer to the rental you cancel, the less time is left to give it to someone else.
The deposit comes back in all cases
The deposit is not part of the rental and is not kept on cancellation. If the structure never left the base, the deposit is refunded in full, no matter how close to the date you cancelled. If it was placed on a proforma and not yet paid, it simply drops off the account.
Changing dates instead of cancelling
If the event moves, changing the dates is almost always better than cancelling. Send us the new period and we will check availability.
A change depends on availability, because we hold a specific number of units of each model. If the new dates you want are free, we move the order and you lose nothing you have paid. If the unit is taken for the new period, you have two options: a close alternative from the same category, or cancellation under the table above.
Two things affect availability. First, after a return we keep the unit for 1 day for checking and preparation, so it is not free immediately after a previous rental. Second, trade fair weeks are busy and moving dates inside them is hardest. So book early and write to us as soon as you know the dates will shift.
When dates change, logistics is recalculated. If the new period is longer or shorter, the steps are applied again for the real number of days and the difference is paid or refunded.
What is different about printed materials
Printing is custom production from your file. A printed graphic with your logo cannot be sold to anyone else and cannot go back into stock. So the rule here is different from rental.
Until printing has started, the print part of the order can be cancelled or changed.
Once printing has started there is no refund on the print part, no matter how many days are left before the event.
The rental part of the same order still follows the cancellation table.
That is why approving the digital proof is the decisive moment. Before it nothing has started and everything can change — size, material, text. Once you approve the proof, the press goes to work. Read the proof carefully: sizes, trim, whether important text sits in the safe area, whether the phone number and address are correct. The file check before the proof is free and this is exactly why we do it.
How to cancel an order
Call +359 87 996 1450 during working hours — Mon–Fri 09:00–18:00, Sat until 13:00.
Or write to mail@expo.rentals with the order number or the proforma number. We answer within 2 working hours.
The moment of cancellation is the moment we receive the call or the email. If you write outside working hours, the cancellation is registered when it is processed on the next working day, so on short notice pick up the phone.
If the structure is not returned on time
Return is by 18:00 on the last day of the rental. If you realise you will not make it, call before the period ends. If the unit is free, we extend the rental and the steps are recalculated for the real number of days. If it is promised to the next customer, an extension is not possible.
Until the structure is returned and checked, the deposit is not released. The 2 working days start from the day of the actual return, not from the end of the rental in the order.
