Terms of service

Rental Terms & Conditions

At Recovery On Demand, we're committed to providing a premium, straightforward rental experience from booking through to collection. These Rental Terms & Conditions explain how bookings, payments, deliveries, changes, cancellations, extensions, returns and equipment care are managed.

By placing a booking with Recovery On Demand, you confirm that you have read, understood and agreed to these Rental Terms & Conditions.

Our Commitment to You

We aim to make renting recovery equipment as simple and hassle-free as possible.

Every rental is professionally prepared, delivered and, where applicable, installed by our team. We provide support throughout your rental and will do our best to help you get the most from your equipment.

Booking Your Rental

How to Book

You can reserve your recovery equipment in any of the following ways:

A booking becomes confirmed once payment has been received and the booking has been accepted by Recovery On Demand.

Rental Period

Recovery On Demand offers flexible rental options depending on the equipment selected.

Available rental periods may include:

  • 1-month rental
  • 3-month rental
  • Longer-term rentals by request

Unless otherwise agreed in writing, the rental period begins on the date the equipment is delivered and professionally installed.

Reserving Equipment

Payment is required to secure your equipment and the agreed rental period.

Once a booking is confirmed, Recovery On Demand reserves the selected equipment for you and may decline other rental enquiries for that equipment during the reserved period.

This is important because equipment reserved for one customer may not be available to another customer during the same period.

Payment Terms

Payment is required to confirm your booking and secure your rental dates.

We accept the payment methods made available through our website.

Where applicable, recurring rental payments will be processed according to the customer's selected rental plan.

Customers are responsible for ensuring that payments are successfully processed when due and that their payment details remain valid and up to date.

Rental Extensions & Continued Use

If a customer wishes to continue using the equipment beyond the originally agreed rental period, the extension must be approved by Recovery On Demand and paid for before the original rental period ends, unless otherwise agreed in writing.

Extensions are subject to equipment availability.

An extension is only considered confirmed once Recovery On Demand has approved the extension and the applicable payment has been received or successfully scheduled for payment.

A customer continuing to use equipment after the agreed rental period without an approved extension may be charged for the additional rental period and any applicable late-return, collection or other charges.

Equipment remaining in the customer's possession does not automatically constitute an approved rental extension.

Recurring Payments & Failed Payments

Where a rental is set up as a recurring subscription, the customer authorises Recovery On Demand or its payment provider to collect the agreed rental payment according to the selected payment schedule.

Customers are responsible for ensuring that sufficient funds are available and that their payment method remains valid.

If a recurring payment fails for any reason, including an expired card, insufficient funds, bank rejection, payment-provider error or another issue:

  • The customer remains responsible for the outstanding payment.
  • The customer should update their payment details or arrange payment as soon as possible.
  • Recovery On Demand may contact the customer to arrange payment.
  • The rental remains active and the customer's payment obligation continues until the outstanding amount is resolved or the rental is otherwise formally ended.
  • Continued use of the equipment may be suspended if payment remains outstanding.
  • Recovery On Demand may arrange collection of the equipment if the outstanding payment is not resolved within a reasonable period.
  • Applicable collection, late-return or other charges may apply.

A failed recurring payment does not cancel, terminate or pause the rental agreement or the customer's payment obligation.

Recovery On Demand reserves the right to suspend the rental or arrange collection where payments remain outstanding.

Overdue Payments

If a rental payment is not successfully received by its due date, the outstanding amount remains payable in full.

Recovery On Demand may contact the customer to arrange payment and may suspend further rental services until the outstanding balance has been settled.

If payment remains outstanding, Recovery On Demand may suspend or terminate the rental and require the equipment to be returned or collected.

If equipment remains in the customer's possession after the rental has been terminated or after Recovery On Demand has requested its return, the customer may be charged AED 250 per day until the equipment is successfully returned or collected, in addition to any outstanding rental balance.

Any reasonable costs incurred in recovering equipment that remains unreturned may also be charged to the customer.

Termination for Non-Payment

Where a rental is suspended or terminated because of non-payment, the customer remains responsible for all amounts that became due before termination, together with any applicable collection, late-return, recovery or damage charges.

Termination of the rental does not constitute cancellation or waiver of amounts already due.

Outstanding Payments

Any outstanding balance must be paid before the rental can be extended, renewed or continued, unless otherwise agreed in writing by Recovery On Demand.

Recovery On Demand reserves the right to refuse an extension or future booking where previous rental payments remain outstanding.

Equipment Return Following Non-Payment

Where payment remains outstanding and Recovery On Demand has suspended or terminated the rental, the customer must stop using the equipment and make it available for immediate collection.

Recovery On Demand may require the immediate return or collection of the equipment regardless of whether any outstanding balance has been paid.

Collection or return of the equipment does not waive, cancel or reduce any outstanding amounts owed by the customer.

Any applicable late-return, collection, recovery or other charges will remain payable in accordance with these Terms & Conditions.

Delivery & Installation

Professional delivery and installation are included with rentals within Dubai, subject to the conditions below.

Delivery to Abu Dhabi or locations outside Dubai but within the UAE is available for an additional AED 500 each way:

  • AED 500 delivery
  • AED 500 collection
  • AED 1,000 total for delivery and collection

These charges apply in addition to the rental price.

Delivery is typically completed within two (2) business days of booking confirmation, subject to:

  • Equipment availability
  • Location
  • Building access
  • Security requirements
  • Service lift availability
  • Other circumstances outside our reasonable control

Our warehouse and delivery team do not operate on Sundays.

A specific delivery date or time is only considered confirmed once agreed with our team.

Building Access

Many apartment buildings, hotels and residential communities require advance approval before deliveries and collections can take place.

It is the customer's responsibility to arrange:

  • Building management approval
  • Service lift bookings (where required)
  • Security access
  • Parking or loading access, where applicable

Where required, Recovery On Demand can provide a Building Access Authorisation Pack containing relevant company, staff, vehicle and insurance information.

If delivery or collection cannot be completed because the required access has not been arranged by the customer, applicable unsuccessful delivery or collection charges will apply.

Booking Changes & Rescheduling

We understand that plans can change and will always do our best to accommodate reasonable requests.

All booking changes are subject to equipment availability.

Booking Change Fees

Request Fee 
Change of delivery or collection address (requested less than 48 hours before delivery/collection) AED 150
Change of delivery or collection date or time (requested less than 24 hours before the scheduled appointment) AED 450
Rental extension (requested more than 7 days before your scheduled collection date) No charge, subject to availability

 

Additional charges may apply where a requested change requires additional delivery, collection, preparation, transportation or third-party costs.

Rescheduled Bookings

If Recovery On Demand agrees to change a confirmed delivery date at the customer's request:

  • The booking remains confirmed.
  • The equipment remains reserved for the customer.
  • The original payment remains attached to the booking.
  • Rescheduling does not create an automatic right to a refund, credit or reduction in the rental price for the period between the original and revised delivery dates.
  • The revised delivery date is subject to availability.
  • The cancellation policy applies based on the revised scheduled delivery date.

Any exception is at the discretion of Recovery On Demand.

Cancellation Policy

If you need to cancel your booking, please notify us as soon as possible. Cancellation fees are based on the time between your cancellation request and the scheduled delivery date.

Cancellation Fees

Cancellation Request

Fee 

Within 24 hours of placing the booking and more than 72 hours before scheduled delivery

No cancellation fee (full refund)

More than 72 hours before your scheduled delivery

20% of the total rental value

Less than 72 hours before your scheduled delivery

No refund

 

Once a booking is within 72 hours of scheduled delivery, it is considered confirmed and Recovery On Demand may already have incurred equipment preparation, logistics, staffing and third-party delivery costs.

Refunds, where applicable, will be processed to the original payment method. Processing times depend on the payment provider.

Cancellation of a Customer's Planned Activity

A customer's inability to use the equipment for its intended personal purpose does not automatically cancel the rental.

This includes, for example:

  • Cancellation or postponement of a holiday
  • Cancellation or postponement of an expedition
  • Cancellation of a competition or event
  • Changes to travel plans
  • Changes to training plans
  • Changes to work or personal circumstances

Where appropriate, Recovery On Demand may offer a rescheduled rental, alternative product or rental credit at its discretion.

Events Outside Our Control

Recovery On Demand understands that circumstances can arise that are outside the reasonable control of either party.

These may include:

  • Flooding
  • Earthquakes
  • Extreme or severe weather
  • Natural disasters
  • Avalanches
  • Government restrictions
  • Travel restrictions
  • Civil unrest
  • Major transport disruption
  • Building or infrastructure restrictions
  • Other events that could not reasonably have been prevented or anticipated

Where such an event directly prevents Recovery On Demand from delivering, collecting, maintaining or providing the agreed equipment or service, we will work with the customer to find a reasonable solution.

Depending on the circumstances, this may include:

  • Rescheduling the rental
  • Providing an alternative product
  • Providing rental credit
  • Providing a pro-rata refund where appropriate

However, an event affecting a customer's planned activity, trip, expedition, competition or other intended use does not automatically create a right to a full cash refund.

Recovery On Demand may consider exceptional circumstances on a case-by-case basis, taking into account the timing of the request, equipment already reserved, costs incurred and availability.

Unsuccessful Deliveries & Collections

Customers are responsible for being available at the agreed delivery time and ensuring all required access has been arranged.

Unsuccessful Delivery Fees:

Situation

Fee 

Customer not present at the agreed delivery time

AED 450

Delivery rescheduled with less than 24 hours' notice

AED 450

Building management approval, service lift booking or security access not arranged

AED 450

 

If an unsuccessful delivery is not rescheduled within seven (7) days, an additional charge equivalent to one week's rental of the selected package will apply.

Please note that rescheduling may reduce the available rental period, as extending beyond the original booking dates may not always be possible.

Rental Extension

Customers wishing to extend their rental should contact Recovery On Demand as early as possible.

We recommend requesting an extension at least seven (7) days before the scheduled collection date.

Extensions are subject to equipment availability.

Where available, the rental can normally be extended without interruption.

Early Returns

Once equipment has been delivered and the rental has commenced, customers may request to end the rental early.

Customers should provide at least three (3) days' notice before their preferred collection date.

For an approved early return:

  • A 30% early-return fee will apply to the unused portion of the rental.
  • The remaining 70% will be issued as Recovery On Demand store credit.
  • Credit may be used towards a future Recovery On Demand rental or service.
  • Cash refunds will not normally be provided for the unused portion.

Where a customer is permanently relocating outside the UAE and cannot reasonably use the credit, Recovery On Demand may consider an alternative arrangement at its discretion.

This Early Return policy applies after the rental has commenced. It does not replace the Cancellation Policy for bookings that have not yet been delivered.

Product Changes & Substitutions

Where a customer wishes to change to another Recovery On Demand product, we may allow the existing booking value to be transferred to another rental, subject to:

  • Product availability
  • Rental duration
  • Price differences
  • Delivery and installation requirements

Where the replacement product costs more, the customer will be responsible for the difference.

Where the replacement product costs less, any remaining value will normally be issued as Recovery On Demand credit rather than cash, unless otherwise agreed.

All product substitutions are subject to approval by Recovery On Demand.

Store Credit

Where store credit is issued:

  • Credit may be used towards eligible Recovery On Demand rentals or services.
  • Credit cannot normally be exchanged for cash.
  • Credit is non-transferable unless agreed by Recovery On Demand.
  • Credit must be used within 12 months of the date it is issued.
  • If the selected future rental costs more than the available credit, the customer pays the difference.
  • If the selected future rental costs less than the available credit, the remaining balance stays available until the credit expiry date.

Equipment Care

Customers are responsible for taking reasonable care of equipment throughout the rental.

Customers must:

  • Use equipment only as instructed.
  • Follow all operating and safety instructions.
  • Keep equipment in a clean and safe environment.
  • Protect equipment from excessive heat, weather and environmental exposure where applicable.
  • Supervise children and pets around equipment.
  • Not move, modify, repair or dismantle equipment without our permission.
  • Contact Recovery On Demand promptly if equipment is damaged or develops a fault.

Equipment Faults

If equipment develops a fault through normal use or a manufacturer's defect during your rental, we'll arrange repair or replacement as quickly as possible at no additional cost.

Where a repair or replacement cannot be completed within a reasonable timeframe, Recovery On Demand may provide:

  • An alternative piece of equipment
  • A pro-rata refund
  • Store credit
  • Another reasonable solution

The remedy will depend on the nature and duration of the issue.

Damage to Equipment

Customers are responsible for damage caused by:

  • Misuse
  • Negligence
  • Unauthorised modification
  • Failure to follow instructions
  • Improper storage
  • Excessive or inappropriate environmental exposure
  • Any other customer-controlled action that causes damage

Equipment is inspected before delivery and following collection.

Where damage is identified that was not previously reported, Recovery On Demand reserves the right to charge the reasonable cost of repair.

Where equipment cannot reasonably be repaired, the customer may be responsible for the reasonable replacement cost, up to the equipment's replacement value.

Loss or Theft

Customers remain responsible for the equipment throughout the rental period.

Any equipment that is lost, stolen or not returned may be charged up to its full replacement value.

Collections & Late Returns

Customers must be available for collection at the agreed date and time and must ensure all required building and security access is available.

Unsuccessful Collection Fees:

Situation

Fee

 

Customer not present at the agreed collection time

 AED 450

Collection rescheduled with less than 24 hours' notice

AED 450

Building management approval, service lift booking or security access not arranged

AED 450

Equipment cannot be collected beyond the agreed rental period

AED 250 per day

 

If a scheduled collection is unsuccessful, a new collection date must be arranged within 48 hours.

Additional rental charges may apply while equipment remains with the customer beyond the agreed rental period.

Equipment that is not returned within a reasonable timeframe may be charged up to its reasonable replacement value.

Health & Safety Disclaimer

Recovery On Demand provides wellness and recovery equipment for general wellbeing purposes.

We do not provide medical advice, diagnosis or treatment.

Customers are responsible for determining whether equipment is suitable for them and should consult an appropriately qualified healthcare professional where appropriate, particularly if they:

  • Have a medical condition
  • Are pregnant
  • Are taking medication
  • Have recently undergone surgery
  • Have any concern regarding the suitability of the equipment

Customers must follow all safety and operating instructions provided with the equipment.

Customer Responsibility & Liability

Customers are responsible for using the equipment appropriately and in accordance with the instructions provided.

Recovery On Demand is not responsible for loss arising from:

  • Improper use
  • Failure to follow operating instructions
  • Unauthorised modification
  • Customer misuse
  • Failure to arrange appropriate site access
  • Circumstances outside Recovery On Demand's reasonable control

Nothing in these terms is intended to exclude or limit any liability that cannot legally be excluded or limited under applicable law.

Changes to These Terms

Recovery On Demand may update these Rental Terms & Conditions from time to time.

The version applicable to a booking will generally be the version in effect and made available to the customer when the booking is confirmed, unless otherwise required by law.

Updated terms will apply to future bookings.

Contact Us

For any questions regarding your booking or these Rental Terms & Conditions, please contact us: support@recoveryondemand.ae or call us at +971 58 520 2308.