We want your rental experience with us to be a great one.If any concerns arise during your rental period, we will work with you to resolve it in the best possible way. Here are our official policies of how we handle certain circumstances for your attention.
All orders are reviewed to prevent theft and fraud.
We reserve the right to further investigate and/or cancel orders due to fraud concerns.
We cannot be responsible for any incidental or consequential damages if your event or project suffers due to a problem with your order or defective equipment.
We may refund the charges you paid to us, nothing more.
Maddest Charter Ltd is responsible for making sure the equipment is in good working condition when hired out. The responsibility for camera settings is with the person who hired /camera operator unless we are specifically notified.
You are responsible to return the equipment in the same condition you received it.
An adult must be present at the delivery address to receive the equipment.
You must notify us the same day you receive the equipment of any damage.
If you do not own your own Insurance for the equipment, you will need to pay an additional 10% of the hire cost for theft and fire and damage Insurance. ANY AND ALL DAMAGES INCURRED WHILST ON HIRE MUST BE REPORTED IMMEDIATELY. (Theft or fire must be reported immediately along with a Crime Number from the Police). If this procedure is not followed, the Insurance will not apply and you will have to cover the full cost of repair/replacement. If you have your own Insurance, proof is required for each hire. Please attach a scan of this along with the booking form.
The equipment is insured for theft and fire within the EU. However an excess of 250 will apply.
If equipment is lost, late, or returned damaged by another customer prior to your rental, we may on very rare occasions ask you to accept substitute/upgraded equipment.
Payment for the hire must be made in advance via Credit/Debit card using our safe online payment method.
Upon placing an order, you will immediately receive an email from Maddest Charter Ltd requesting that you complete the Registration Form attached to the email. This form indicates your agreement to the terms and conditions you are currently reading. You can return the form by emailing it to us. If you do not receive the email from us, check your spam or junk folder, then call/email us to request a copy of the form.
If we do not receive this form from you, then we cannot process your order, and your order will be cancelled once it is too late to fulfil the order. A cancellation fee may be charged, see Cancellations below.
It is your responsibility to supply all the requested information, including trade references, otherwise a deposit will be required before you can receive the equipment.
99.9% of our customers are a pleasure to do business with and take excellent care of our equipment. Although rare, there are a few unfortunate exceptions, and we take extensive measures to identify, investigate, and prosecute criminals when they cross our path.
We carefully review all orders to prevent theft and fraud. During this process we may contact you for additional information. We reserve the right to further investigate and/or cancel any orders that we identify as potentially fraudulent. If we choose to cancel an order due to fraud concerns, we will make every effort to notify the customer promptly and work toward a resolution if possible.
Please note that we do not accept prepaid debit cards or reloadable money cards. A debit card such as a Visa check card that is linked to your bank account is okay.
If you return a rental item or an accessory with damage, you will be charged the deductible for that rental item (or the cost to repair the damage or replace the damaged accessory).
If you return a rental lighting item or bulb/bulbs with damage, you will be charged the deductible for that rental item (or the cost to repair the damage or replace the damaged bulb/bulbs).
If the equipment suffers accidental damage during the rental and you still need to use the equipment, we will do everything we can to swap out the damaged item for one that works. Any additional charges required to swap out the equipment will count toward the deductible, so you will only be responsible for the cost of repair and delivery or the full deductible.
Water damage is not covered by our accidental damage protection. Deliberate or fraudulent damage to equipment is also not covered and may be prosecuted.
If you return a rental item but forget to send back an accessory, you are responsible for the replacement value of the missing item. The damage deductible does not cover items that are missing or lost. If you find the lost accessory after being charged, just return it to us and we will refund the charge. You have 3 days to return any missing items without charge. Any items not recovered after 3 days will be charged the full price for the replacement.
If the equipment is lost or stolen, and/or you do not return the equipment at all, you are responsible for the full value of the equipment and we will attempt to collect that balance from you. If we are unable to collect this balance, we may employ a collection agency and/or solicitor and your credit report could be negatively affected.
The viewfinder breaks off the camera, and you return the pieces to us. You are responsible for the deductible or the cost of repair, and you will not incur any additional charges.
The camera is run over by a bus. Sweep up the pieces and return them. You are responsible for the deductible and you will not incur any additional charges.
The charger included with the camera gets run over by a bus, but the camera is fine. Sweep up the pieces of the charger and return them. You are responsible for the deductible on the camera or the cost to replace the charger, and you will not incur any additional charges.
The camera gets run over by a bus but you still have several scenes left to shoot. Sweep up the pieces and call us as soon as possible. We will instruct you on returning the pieces and send out a replacement. You are responsible for the cost of the repair and additional delivery up to the full amount of the deductible, and you will not incur any additional charges.
Someone drops the camera in the sea during your rental period and you cannot find it. You are responsible for the full value of the equipment.
The camera is stolen from your room. You are responsible for the full value because you have nothing to return.
An adult must be present to receive the equipment when the delivery driver arrives. If no one is available to sign, the equipment will not be delivered on time. We will re-attempt to deliver your order the following business day. No refund will be given for orders that are late or undelivered because no adult was available to sign when the delivery driver arrived.
If you receive equipment in damaged condition, you must notify the delivery driver of the damage, and contact us immediately for instructions. Delivery damage must be reported to us the same business day you receive the item. Late damage reports may be considered damage during use, not damage during delivery.
The vast majority of our deliveries will arrive on the scheduled day. On rare occasions, a delivery may be late. Late deliveries can be caused by severe weather, an incorrect address, or other unexpected interruptions. If you are renting equipment for a once in a lifetime event that cannot be rescheduled, we advise scheduling the equipment to arrive a day or more early, just in case. See limited warranty above regarding limitations of liability in the case of late arrival.
Our system schedules and reserves equipment to avoid double booking. However, if equipment is not returned on time or is returned damaged from a prior booking, we may be unable to provide the equipment on time to the next scheduled booking(s). Our scheduling system plans buffer time between each rental to ensure availability even when interruptions occur, but surprises are still possible. If this happens we will make every effort to notify you as soon as we learn of an issue, and we will hire additional equipment on your behalf or substitute similar equipment when possible.
You are welcome to pick up or return rental equipment at our location in Ber StreetNorwich Norfolk NR1 3EY.
If this is your first time renting with us, please place your order in advance to allow time to complete your registration if required. The registration must be completed and approved before your order will be available to pick up.
The camera may be picked up at 16:00 the evening before the hire date. Drop off must be made the following day by 10am.
Also please make sure that all late pickups or early drop offs are made within our opening hours. 8:30am – 5:30pm Monday to Friday, and Saturday 9am-1pm.
For example: If you wanted the camera for the 5th the camera will be ready for you to collect from 16:00 on the 4th. You can collect any time (within opening hours) during your hire period which will be stated on first page of you form. The equipment must be returned to us by 10am on the 6th.
Drop off must be made the following day by 10am. Also please make sure that all late pickups or early drop offs are made within our opening hours. 8:30am – 5:30pm Monday to Friday, and Saturday 9am to 1pm.
Maddest Charter Ltd stresses to the hirer, that it is their FULL responsibility to collect the equipment hired, as per the agreed hire times. Failure to do so will result in the loss of the full cost of payment, to the hirer.
It is extremely important that you return the equipment to us by 10am on the following day of your scheduled rental. Other customers may be scheduled to receive the equipment shortly after your rental ends, and we want to do our best to ensure they receive their equipment on time. All late returns will be charged the full 1- day rental price for each day past the scheduled return date. You may be able to contact us for a rental extension at a lower rate, as long as we do not have any outstanding reservations for the equipment.
If you forget to send back an accessory, like a cable or a remote control, don't worry. Late fees do not apply to missing accessories. After we notify you that an accessory is missing, you have 3 days to return it before being charged the replacement value. Let us know that you mailed/returned it, and we will make sure you are not charged.
We want you to have a wonderful and successful experience using the equipment you rent from Maddest Charter Ltd. If the equipment experiences a substantial malfunction or does not arrive on time due to a service failure by Maddest Charter Ltd or the delivery carrier, we will refund all charges related to days you were unable to use the equipment.
We understand that plans change and you should not be punished for that.
Cancellations made with at least 24 hours notice or more of the hire start date after confirmation will not be charged.Cancellations made with less than 24 hours notice of the hire start date after confirmation, are subject to a 50% charge of the full amount of the total hire.
Unfortunately, orders may not be cancelled after all or part of the order has been collected or delivered. If you think you may need to cancel or reschedule an order, please let us know as soon as possible.
We reserve the right to assess a fee under certain circumstances if we suspect abuse of this policy.
Maddest Charter Ltd may attempt to collect any past due balance on your account through our Finance Department and /or civil litigation. You agree to pay all costs of collection and litigation on this account in accordance with the laws of the United Kingdom.
By returning the Registration Form to us, you are agreeing to our Terms and Conditions on your hire.
