Refund policy

Cancellations and refunds

Cancel at least 72 hours before your agreed hire start time for a full refund.

If you cancel less than 72 hours before your agreed hire start time, any cancellation charge is limited to our actual net loss and capped at 50% of the booked hire charge. We take account of costs saved and any replacement booking. We will explain any deduction.

Delivery and collection charges are refunded in full for any cancellation, regardless of when you cancel. They are excluded from any cancellation charge.

If no equipment has been supplied, your £50 security deposit and any unused extras will be refunded in full.

How to cancel

Contact Jack the Box at maxroche@hotmail.co.uk or call 07873 390410. Include your name, booking reference and hire dates. You can also write to Jack the Box, 49 Angotts Mead, Stevenage, SG1 2NJ.

Your consumer rights

This policy does not limit your statutory rights, including any applicable 14-day cancellation right for an online booking. Where you expressly request the hire to start during an applicable cancellation period, any payment for service already provided will be limited to what the law permits. Statutory rights take priority over our standard cancellation charges.

Returning hired equipment and the security deposit

Return equipment by 2pm on your agreed return date. Your refundable security deposit is returned after the equipment has been checked, less any justified charges under our hire terms. Crates must be clean: cleaning is £1 per unclean crate. Stickers are not allowed: removal is £5 per sticker. Any deductions will be explained. Returning a sack trolley early is welcome by arrangement; its charge is £15 per trolley for the booked hire.

Refunds are made to the original payment method. See our hire terms for the full booking, return and overdue conditions.