Cancellation & Refund

This policy explains what happens if you cancel a rental before handover, and what does — and doesn't — get refunded. It applies to every VaultPro booking regardless of payment method.

Your refund is calculated automatically from how far ahead of your rental's scheduled start time you cancel — not from when you originally booked it:

• More than 48 hours before start — 100% refund.
• 24–48 hours before start — 50% refund.
• Less than 24 hours before start — no refund.

These windows apply up until VaultPro confirms physical handover of the equipment. Once handover has happened, cancelling doesn't apply here — see below for early returns.

Cancelling a rental automatically calculates your refund percentage from the schedule above and opens a refund for that amount if it's greater than zero — you never enter or choose a refund amount yourself. Approved refunds are returned to Flutterwave, VaultPro's payment processor, and routed back to your original payment method. VaultPro independently confirms with Flutterwave that a refund actually completed before it's shown as settled on your account — a refund request being accepted is not, by itself, treated as proof that money has moved.

Returning equipment before your reserved period ends does not refund the unused days. Your rental is priced for the dates you reserved, not the dates you actually used.

If VaultPro cancels or is unable to fulfil a confirmed booking before handover — for example if equipment turns out to be unavailable — any amount you've paid for that booking is refunded in full, regardless of how close to the start date that happens.

Once a refund is confirmed on VaultPro's side, the time it takes to appear back on your card or account depends on your bank or payment provider, not VaultPro.

Handover timing is defined in the Rental Terms. Overdue, damage, and loss charges — which are separate from cancellation refunds — are set out in the Damage, Loss & Liability Policy.