Cancellation & Refunds
Last updated: 12 September 2026
How cancellations work, before and after a rental has been confirmed.
On this page
Before we confirm
A rental request is not a booking. Until we have confirmed availability and taken payment, you can cancel at any time by replying to our email, calling, or texting. Nothing has been charged, so there is nothing to refund.
If we do not hear back from you, we will close the request after seven days and release the equipment.
After confirmation, before delivery
Once you have paid and before the equipment has been delivered:
- Cancel more than 24 hours before the scheduled delivery and we refund the full amount, including the delivery fee.
- Cancel within 24 hours of scheduled delivery and we refund the rental charge but retain the delivery fee, because the route has already been scheduled.
If your surgery or procedure is postponed, tell us. We will move your start date rather than cancel, at no charge.
Returning early
Rental periods are charged in whole weeks. Returning equipment part-way through a week does not reduce the charge for that week.
Where a multi-week period has been paid in advance and you return early, we refund complete unused weeks in full. There is no administration fee. Partial weeks are not refunded.
Collection still has to be scheduled. Equipment left outside or with a neighbour without agreement remains your responsibility until we have it.
If Caliber cancels
If equipment becomes unavailable after we have confirmed it, we will tell you immediately and either offer an alternative or refund you in full, including any delivery fee.
If we deliver equipment that turns out to be faulty and cannot be replaced, we refund the rental in full.
We may decline or cancel a rental where a required provider order has not been supplied, where the delivery address is outside our service area, or where we believe the equipment is not being used as agreed. Where we cancel for those reasons before delivery, you are refunded in full.
How refunds are issued
Refunds are made to the original payment method. Allow five to ten business days for the funds to appear, depending on your bank.
Taxes are refunded with the amount they were charged on. Delivery fees are refunded as set out above.
To request a refund, email support@caliberwell.com with your name and rental dates.