Damage and loss

Free — normal wear

• Scuffs, scratches and dirt on the case, the dish or the kickstand.
• Worn cable jackets and bent kickstand feet.
• Faded printing, sticker residue and general road grime.
• Mud, dust and needing a proper clean. We expect that.

Charged at our cost — replaceable parts

The 12V cigarette lighter adapter, the mains adapter, the kickstand, the quick-start card, the case itself and any add-on cable you rented with the kit, when they are missing or damaged beyond use. We charge what the replacement actually costs us and show you the receipt.

Charged at repair or replacement cost — real damage

• Cracked or punctured dish face.
• Water inside the electronics, including submersion.
• Impact damage, crushing or a unit that has been driven over.
• A dish that no longer holds a link, or whose built-in Wi-Fi router has failed.

We photograph the damage, get a repair quote or use the current replacement price, and send you both before capturing anything from the deposit hold.

Full replacement value — not returned

Equipment that is not returned is charged at full current replacement value plus a one hundred dollar administration fee. Theft is treated as loss unless you provide a police report, in which case we work through it with you.

The deposit is security, not a cap

The standard hold is three hundred dollars per kit. Apex members hold half of that, Voyager members hold nothing, and business accounts may have it waived against a purchase order. Whatever is held, it is there to cover the ordinary case, not to put a ceiling on what you owe. A kit that is not returned costs more than the hold, and the card on file covers the difference. The rental agreement says the same thing in plainer terms.

We do not sell a damage waiver. If accidental damage is a real worry for the trip you are planning, tell us before you book and we will talk it through rather than sell you an insurance product.

How a claim actually goes

• The kit comes back and goes on the bench the same day.
• We inspect it, speed test it and photograph anything unusual.
• If everything is fine, the hold is cancelled and you get an email saying so.
• If something is damaged, we email you photographs and a costed quote before capturing anything.
• You have seven days to dispute it. If we cannot agree, the hold is released and we invoice you, which gives you the normal route to challenge an invoice.