1. Cancellations (Customer-Initiated)
Kanoa Rentals understands that plans can change, and we do our best to assist customers when possible. While refunds are not guaranteed, we will always review the circumstances surrounding your cancellation and make every reasonable effort to issue a refund when possible. Once a booking is confirmed, the ability to process refunds becomes limited due to preparation, scheduling, and staffing. Cancellations made within twenty-four hours of the scheduled rental time are significantly less likely to qualify for any refund since equipment and delivery resources have already been allocated.

2. Weather-Related Cancellations
Kanoa Rentals closely monitors weather conditions and prioritizes customer safety. Although we cannot guarantee refunds for weather, we will do our best to work with you if unsafe conditions arise. Light rain or normal Hawaiʻi weather does not typically qualify for any refund consideration. Severe or hazardous conditions may allow for a reschedule or partial consideration, depending on staff availability, the type of rental, and where your equipment is in the delivery process.

3. Late Arrivals
Arriving late does not extend your rental time. If you are significantly late and staff has already attempted delivery or pickup, the ability to provide a refund becomes very limited. Kanoa Rentals will review each situation individually and assist when possible, but refunds cannot be guaranteed once your appointment time has passed.

4. Early Returns
Returning equipment early does not typically qualify for a refund since the rental time and equipment allocation have already been set. However, Kanoa Rentals will always review the situation and determine if any accommodation or partial consideration can be made. While we cannot guarantee adjustments, we do our best whenever possible.

5. Equipment Issues / Malfunctions
If an equipment issue occurs that is not caused by misuse, Kanoa Rentals will first attempt to replace the item if a replacement is available. If a replacement cannot be provided, we will review the situation and do our best to provide a fair resolution, which may include a partial refund or credit, depending on availability and the circumstances involved. Refunds are not guaranteed, but we will always work with you to reach the best possible outcome.

6. Deposit Refunds
When a refundable deposit is required, it will be returned once all equipment is picked up in good condition and no damage, loss, or fees apply. Deposits typically process within one to three business days, depending on your bank. Deposit refunds are separate from rental refunds, and although deposits can be returned, rental refunds fall under the normal policy that refunds are not guaranteed but will always be considered carefully.

7. Rescheduling Policy
You may request to reschedule your rental as long as the request is made more than twenty-four hours before your delivery time. Kanoa Rentals will make every effort to accommodate your new requested time, but availability cannot be guaranteed. Rescheduling requests made within twenty-four hours of delivery are more difficult to accommodate, but we will review each request and do our best to assist if staffing and scheduling allow.

8. Contact Information
Kanoa Rentals encourages customers to contact us directly with any issues, questions, or concerns related to cancellations or schedule changes. We will always do our best to help and provide a fair solution whenever possible.

Kanoa Rentals
Honolulu, HI 96819
Email: customercare@kanoarentals.com
Phone: +1 (808) 207-6695