Equipment Care, Damage & Loss
Last updated: 12 September 2026
What we ask of you while the equipment is in your home, and what happens if something goes wrong.
On this page
Caring for the equipment
Simple expectations, all of them common sense:
- Keep the equipment indoors, dry, and away from heat sources
- Use it only as the manufacturer's instructions describe
- Keep cables and hoses clear of foot traffic and away from pets
- Do not dismantle, modify, or attempt to repair anything
- Charge battery-powered devices with the supplied charger only
- Store accessories in the case they arrived in
Caliber retains ownership throughout. Please treat it as equipment someone else will use next, because they will.
Cleaning during your rental
Wipe surfaces down with a damp cloth and mild soap, or as the manufacturer's instructions direct for that device. Let everything dry fully before storing it.
Do not use bleach, solvents, abrasive cleaners, or steam on any device unless the manufacturer's instructions specifically allow it. Several of these devices have coated surfaces and fabric straps that those products will ruin.
Do not submerge any device, control unit, or battery pack in water.
Full sanitization is our responsibility. Between rentals, every unit is inspected, cleaned, and sanitized to the manufacturer's instructions, then function-tested before it goes out again. Scan the verification sticker on your unit to see when that was last done.
Pads, sleeves, and single-use items
Cold therapy pads and any other item designated by its manufacturer as single-patient-use are supplied fresh with every rental and are never reused between renters. They are included in the rental charge, and they are yours to keep or dispose of at the end of your rental.
Fabric items such as compression sleeves and straps are cleaned according to the manufacturer's instructions between rentals. If you would prefer new fabric components, ask us — some are available at additional cost.
If something stops working
Call or text us. Do not attempt a repair.
Most issues turn out to be setup or power problems, and we can resolve them on the phone. If a unit genuinely needs replacing, we arrange a swap at no charge and adjust your rental period for the days you lost.
Stop using any device that is visibly damaged, smells of burning, has exposed wiring, or behaves unexpectedly. Unplug it and call us.
Faults reported promptly are a swap. Faults discovered at collection, after the equipment has been used in that condition, may be treated as damage.
Damage beyond normal use
Normal wear is expected and is never charged to you: scuffs, fading, fabric softening, and parts wearing out through ordinary use.
Charges apply where equipment is returned with:
- Impact damage from dropping or knocking
- Liquid damage beyond what the device is designed for
- Cut, torn, or burned fabric, straps, or hoses
- Damage caused by unauthorized repair or modification
- Soiling that our normal cleaning process cannot remove
- Missing accessories, cables, controllers, pads, or cases
We assess damage on return and tell you before charging the card on file. Where a repair is possible, we charge the actual repair cost including parts and labour, not the replacement value.
Loss, theft, and non-return
If equipment is lost, stolen, or destroyed, tell us straight away. For theft, file a police report and send us the reference number.
You are responsible for the replacement value of equipment that is not returned. The replacement value for each device is stated on your rental confirmation, so the figure is known to you before your rental begins.
Equipment not returned or made available for collection continues to be charged at the weekly rate until it is recovered or the replacement value is paid, whichever comes first.
Your home contents insurance may cover rented equipment. It is worth checking before you rent.