Cancellation and Refund Policy

1. Confirmed Bookings

All client bookings must be made through the SmartBio Systems online portal or SmartBio Systems app. For standard clients, a booking is confirmed only after successful online payment. Once payment is completed, the booking may be considered booked and SmartBio Systems may reserve equipment, delivery capacity, staff planning, and rental time for that booking.

2. Governmental and Corporate Payment Approval Exception

Governmental entities and approved corporate clients may request approval for payment at a later stage due to their internal payment or procurement processes. This option is not available to regular private clients unless SmartBio Systems agrees in writing.

For governmental entities and approved corporate clients, purchase orders, written approvals, email confirmations, online payment approval requests, or other written confirmations are considered binding confirmations of the rental agreement once accepted by SmartBio Systems.

3. Minimum Booking Time

Bookings must be made at least 4 hours before the requested delivery, pickup, or rental start time, unless SmartBio Systems confirms otherwise in writing. SmartBio Systems is not obligated to accept last-minute bookings.

4. Cancellation More Than 48 Hours Before Rental Start

The client may cancel a booking more than 48 hours before the scheduled rental start time. Cancellations made more than 48 hours before the rental start time are eligible for a full refund or a one-time reschedule, subject to equipment availability. Payment provider fees may be non-refundable only if actually charged and not refundable by the provider.

5. Cancellation 24–48 Hours Before Rental Start

Cancellations made between 24 and 48 hours before the scheduled rental start time are eligible for a 50% refund or a one-time reschedule, subject to equipment availability. SmartBio Systems may, at its discretion, offer account credit in lieu of a cash refund.

6. Cancellation Less Than 24 Hours Before Rental Start

Cancellations made less than 24 hours before the scheduled rental start or delivery time are non-refundable. This is because equipment, transport, staff planning, and scheduling may already have been reserved or prepared.

7. No-Show, No Access, or Client Not Ready

If the client does not appear, does not provide access, does not answer communication, is not ready to receive the equipment, or is not available at the agreed delivery, pickup, or rental start time, the booking may be treated as a no-show. No-shows are non-refundable. Additional delivery, waiting time, storage, transport, or return-trip charges may apply.

8. Rescheduling

One reschedule is allowed per booking if requested at least 24 hours before the original rental start time. The new date must be within 30 days of the original date and is subject to equipment availability and SmartBio Systems' approval. No rescheduling fee applies for qualifying requests. Additional rescheduling requests are treated as cancellations.

9. Modification of Booking

Requests to change the rental period, equipment type, location, quantity, delivery time, pickup time, setup requirements, water supply requirements, electrical requirements, or service requirements must be submitted in advance through the SmartBio Systems portal, app, or approved communication channel. SmartBio Systems will try to accommodate changes when possible, but changes are not guaranteed. Additional charges may apply.

10. Refund Eligibility

Refunds may apply only in the following cases:

• The client cancels within the allowed cancellation period (more than 48 hours: full refund; 24–48 hours: 50% refund)
• SmartBio Systems is unable to deliver the booked equipment or a reasonably suitable replacement due to an internal issue
• SmartBio Systems cancels the booking and no suitable replacement or rescheduling option is available
• A refund is otherwise approved in writing by SmartBio Systems

11. Non-Refundable Situations

Refunds do not apply in the following situations:

• Cancellation less than 24 hours before the rental start or delivery time
• No-show by the client
• Lack of access to the location
• Incorrect booking details provided by the client
• Client is not ready at the agreed time
• Unsuitable electricity, water supply, mounting point, support structure, drainage, or site infrastructure
• Unsafe or unsuitable setup location
• Weather conditions after the equipment has been delivered, dispatched, prepared, or reserved
• Client misuse, negligence, unauthorized movement, third-party interference, or lack of supervision
• Early return of equipment by the client
• Event cancellation by the client or third parties
• Client refusal of a suitable replacement item offered by SmartBio Systems

12. Weather, Outdoor Events, and Unsafe Conditions

For outdoor bookings, the client remains responsible for considering weather and site conditions. SmartBio Systems may refuse delivery, installation, or continued operation if wind, rain, flooding, unstable surfaces, unsafe electrical conditions, or other conditions create a risk to people, property, or equipment.

13. Refund Processing

Approved refunds will be processed within 10 business days using the original payment method where possible. Bank processing times, payment processor delays, and transaction fees may affect when the refund appears in the client's account.

14. Force Majeure and Emergency Situations

In the event of force majeure, including natural disasters, extreme weather, flooding, power outages, water interruptions, road closures, accidents, strikes, government restrictions, public disorder, supplier delays, or other events beyond the control of SmartBio Systems, SmartBio Systems may modify, reschedule, or cancel the booking. Refunds in force majeure situations will be handled on a case-by-case basis.

15. Future Rental Categories

Although SmartBio Systems currently offers mainly ventilators and mist ventilators, this Cancellation and Refund Policy also applies to future rental products and categories, including event lighting, decorative products, event accessories, temporary cooling systems, misting systems, and other items added to the SmartBio Systems rental platform.

16. Contact

For questions, cancellations, or modification requests, contact SmartBio Systems at info@smartbio.cw or via the SmartBio Systems app messaging system.