Refund policy

Cancellation & Refunds Policy

Last updated: 10 May 2026

This policy explains how cancellations, refunds and equipment issues are handled for hire bookings and event production services with MAV Hire Ltd.

It applies to all bookings made through mavhire.co.uk, by phone, email or any other channel.

  1. Overview

MAV Hire Ltd ("MAV Hire", "we", "us") provides audio-visual equipment hire and event production services. Bookings are time-sensitive: equipment and crew are reserved exclusively for your event, which means cancellations have direct cost to us and our terms reflect that.

This policy should be read alongside any written hire agreement we issue for your booking (see section 8).

  1. Deposits

For most bookings, we ask for a deposit to confirm your dates and reserve the equipment.

The deposit is non-refundable. It secures the kit and crew for your event, removes those items from availability, and covers our administration and planning time. Once paid, it is not returned even if you later cancel.

The deposit is typically a percentage of the total booking value and is set out in your quote.

  1. Cancellation by you

Once a booking is confirmed and a deposit paid, the following cancellation terms apply to the remaining balance:

  • More than 28 days before the event: deposit retained; no further charge.
  • 14 to 28 days before the event: deposit retained, plus 50% of the remaining balance.
  • Less than 14 days before the event: full booking value payable.

These terms apply because equipment and crew time reserved for your dates cannot usually be re-let at short notice. Where we are able to re-let some or all of the booking, we will reduce the cancellation charge accordingly at our discretion.

To cancel, contact us in writing using the details in section 9. Cancellations take effect from the date and time we receive your notice.

  1. Statutory right to cancel (consumer bookings only)

If you book as a consumer (rather than as a business) without meeting us in person — for example, by booking online or by email — you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days of confirming your booking, without giving a reason.

However, if you ask us to begin our services within that 14-day period (for example, by reserving equipment for an event date that falls within the 14 days, or by asking us to start planning, sourcing or holding stock for your booking), and we do so with your express consent, you may lose this right or be required to pay for work already done.

Where the statutory right applies, we will refund any payments received, less a reasonable charge for any work or services already provided at your request.

  1. Cancellation by us

In the unlikely event we have to cancel a booking — for example due to equipment failure we cannot resolve, illness, or circumstances beyond our control — we will:

  • contact you as soon as possible
  • attempt to source equivalent equipment or arrange a substitute provider where appropriate
  • refund any payments received in full if we cannot fulfil the booking and no substitute is acceptable to you

We are not liable for indirect or consequential losses arising from a cancellation, such as venue costs, lost ticket sales or third-party charges. We recommend appropriate event insurance for high-value events.

  1. Faulty equipment during your hire

We test and PAT-certify our equipment annually and check it before every job. If equipment fails or develops a fault during your hire:

  • contact us immediately on 01379 450067 so we can help
  • where possible, we will repair, replace or substitute the affected item
  • if we cannot resolve the issue and the failure significantly affects your event, we may offer a partial refund or credit toward a future booking, calculated by reference to the affected portion of the booking

To qualify, you must give us a reasonable opportunity to fix the issue at the time. We cannot offer refunds for issues raised after the event has ended.

  1. Damage, loss and late return

You are responsible for the equipment from the moment it is delivered or collected by you, until it is returned to us or collected by us in the same condition.

  • Accidental damage, misuse, theft, loss or weather damage to equipment in your care will be charged at the full replacement cost of the item.
  • Equipment returned late may incur additional hire charges at the standard daily rate until returned.
  • We will provide a written breakdown of any charges, with photographs and replacement-cost evidence where relevant.

We do not currently take a separate security deposit, but we reserve the right to invoice for damage, loss or late return after your booking ends, and you agree to pay these charges within 14 days.

We strongly recommend that hirers — particularly for outdoor events, marquees and high-value setups — confirm equipment is covered under their event or venue insurance.

  1. Written hire agreements (larger jobs)

For larger or more complex bookings, we issue a separate written hire agreement that sets out the specific terms for that job, including equipment list, crew, timings, payment schedule and any variations to this policy.

Where a written agreement exists, the terms of that agreement take precedence over this policy where they conflict.

  1. How to request a cancellation or refund

To cancel a booking or raise a refund request, contact us in writing:

Email: info@mavhire.co.uk Phone: 01379 450067

Please include:

  • your name and the booking reference (if you have one)
  • the event date
  • the reason for cancellation or refund

We will acknowledge your request within 2 working days and respond substantively as soon as possible.

  1. Refunds — how and when

Where a refund is due under this policy, we will:

  • process the refund to the original payment method
  • complete the refund within 14 days of agreeing the amount

Bank or card processing times may add a few additional days at your end before funds appear.

  1. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

If you are not satisfied with how we have handled a cancellation or refund, please contact us first. If we cannot reach an agreement, you may seek advice from Citizens Advice (citizensadvice.org.uk) or your local Trading Standards office.

  1. Contact us

MAV Hire Ltd Company number: 16335096 (registered in England and Wales) Willow Farm, Darrow Lane, Diss, IP22 5XP Email: info@mavhire.co.uk Phone: 01379 450067