Terms of service

At Recovery On Demand, we strive to provide a seamless shopping experience for our customers. If, for any reason, you need to modify or cancel your order, please review our policies below.

Booking and Rental

Rental Period

The minimum rental period is one (1) month. You can book for a duration of 3 or more months.

Making A Booking

You can make a booking via the following options:

Creating a booking online via the Recovery On Demand website.
Get in touch with our customer support team at hello@recoveryondemand.ae or call us at +971 58 520 2308.

Booking Modification Policy

You can modify your prepaid booking online, provided the changes are requested more than the specified time below. Please be aware that modifications may also incur corresponding fees.

If you need to alter the primary name or delivery address, please follow these steps:

Cancel the existing booking (refer to 'Booking Cancellation' under the Cancellation Policy).
Make a new booking with the accurate details.

This process ensures the accuracy of your booking information and facilitates a seamless experience. If you have any questions or need assistance, contact our customer support team at support@recoveryondemand.ae .

Prepaid Booking Modification Fees:

Modification Type	Fee (AED)
Change of Delivery or Collection Address 150 AED fee if requested more than 48 hours in advance.	150
Change of Delivery or Collection Date/Time (requested less than 24 hours in advance) 450 AED fee applies.	450
Rental Period Extension No charge if requested more than 7 days before your scheduled collection date.	NIL

Cancellation Policy

If you need to cancel your order, please review our cancellation terms below.

Booking Cancellation Policy

You can cancel your prepaid rental booking, but please note that corresponding fees may apply. Refunds, if applicable, will be issued to your original payment method within 21 days.

Prepaid Booking Cancellation Type	Fee (AED)
Orders Cancelled Within 24 Hours of Booking No cancellation fee A full refund will be processed.	NIL
Cancellations made 24 hours after booking but more than 3 days (72 hours) before the scheduled delivery: Subject to a 20% cancellation fee of the total rental amount.
Cancellations made less than 3 days (72 hours) before the scheduled delivery: No refund. The order is considered confirmed and delivery preparations (including third-party courier arrangements) are already in motion.

Unsuccessful Delivery & Collection Policy

If a delivery is unsuccessful, and a new delivery date and time are not rescheduled within seven (7) days of the unsuccessful attempt, an additional charge is equivalent to one (1) week rental of the chosen package, in addition to the charges outlined below.

Delivery time is typically within two (2) days from the confirmation of your order. It's important to note that our warehouse and delivery team do not operate on Sundays. In addition, we may require building management and security clearance.

It's important to note that unsuccessful delivery rescheduling may result in a reduced duration and access to the original order, as extensions beyond the initial rental duration may not be possible.

Unsuccessful Delivery Fees:

Situation	Fee (AED)
Failure to be present at the agreed-upon delivery date and time.	450
Rescheduling the delivery/collection date and time with less than 24 hours' notice prior to the scheduled time.	450
In the event that necessary Building Management Approvals for delivery are unavailable, weren't produced, or incorrect details leading to cancellation.	450
No-Show Policy: In the event that a customer is not present to receive the scheduled delivery.	450

If a scheduled collection is unsuccessful, a new collection date and time must be scheduled within 48 hours, in addition to the charges incurred below.

Unsuccessful Collection Fees:

Situation	Fee (AED)
Failure to be present at the agreed-upon collection date and time.	450
Rescheduling the collection date and time with less than 24 hours' notice prior to the scheduled time.	450
In the event that necessary Building Management Approvals for collection are unavailable, weren't produced, or incorrect details leading to cancellation.	450
No-Show Policy: In the event that a customer is not present to grant access to the property for the scheduled collection.	450
A day rate charge will be charged for every day beyond the initial rental period that the product is still with the customer due to an unsuccessful collection.	250/day

Early Return Policy

We understand that plans can change. If you wish to return your rental item early, please notify us at least 3 days in advance of your intended return date.

A 30% early return fee will apply on the unused portion of your rental.
The remaining balance will be issued as store credit, which can be used toward any future service or rental.
All items will be inspected upon return. Additional charges may apply if the item is returned in substandard condition.

In cases where you are permanently relocating out of Dubai and cannot redeem the credit, please let our team know. We may be able to offer an alternative on a case-by-case basis.

Extension of Rental Period

If you wish to extend your ongoing rental, please be aware that extensions are subject to availability. To secure your extension, it is advised to make the request more than seven (7) days before the scheduled collection date and time.

This allows us to accommodate your needs better and ensure a seamless continuation of your rental period.

How to Modify, Cancel, Extend, or Return an order Early:

To modify, cancel, extend or return your order early, please contact our customer support team at support@recoveryondemand.ae or call us at +971 58 520 2308 within the specified timeframe.

Additional Considerations

ReCover - Rental Damage Protection

ReCover provides free protection for:

Damage during installation, rental, or collection. Covers water stains, scratched floors, wall damage, and post-rental cleanup.
Product malfunctions. Quick repairs or replacements provided.
Routine maintenance and repairs.

FAQs:

Is ReCover free? Yes, it is included with every rental.
What’s not covered? User-caused damage, failure to follow guidelines, and fines from building management.
Who’s covered? Only the name and address on the order.
How to report damage? Contact support@recoveryondemand.ae, and we will respond within 24 hours.

Damage and Liability Policy

Customer Responsibility:
Customers are responsible for any damage beyond normal wear and tear. This includes physical damage, improper use, water damage, or unauthorized modifications.

Damage, Faults & Equipment Malfunction

1. Client Responsibility for Care

Clients are responsible for using all rental equipment as intended and with reasonable care. Any damage resulting from misuse, negligence, or failure to follow provided guidelines will be the client's responsibility.

2. Reporting Issues

All issues, malfunctions, or damage must be reported to us immediately. Do not attempt to repair or modify the equipment yourself. We will guide you on the next steps.

3. Faults Not Caused by the Client

If the equipment stops working due to a manufacturer's fault or regular wear and tear:

We will arrange for repair or replacement at no cost to you.
If repair or replacement is not possible within a reasonable timeframe, we may offer store credit or a pro-rated refund for the unused rental period.

4. Damage Caused by the Client

If damage is due to misuse, neglect, or improper handling:

The client is liable for repair or replacement costs.
If repair is not possible, a replacement fee up to the full value of the product may be charged.
In cases of severe or intentional damage, future rental eligibility may be affected.

5. Inspection Upon Return

All equipment will be inspected upon return. If damage is found that was not previously reported, repair or replacement costs will be deducted from any applicable deposit or charged separately.

6. Environmental or Site-Related Issues

Clients are responsible for ensuring the product is kept in a suitable and safe environment during the rental period (e.g., shaded, clean, safe from extreme weather, pets, or children). Damage resulting from exposure to harsh conditions, improper power supply, or lack of protection may be chargeable.

Loss or Theft:
The customer is responsible for the full replacement cost if the product is lost or stolen during the rental period.

Unreturned or Late Returns:

A daily late fee will apply if a product is not returned by the agreed-upon collection date.
The customer will be charged the full replacement value if the product remains unreturned beyond a reasonable timeframe.

Insurance and Protection

Personal Accident Insurance:

Personal Accident Insurance (PAI) is a valuable addition to ensure your safety and the safety of others while using our Rental Products. PAI offers compensation in case of accidents that may lead to physical injury or loss of life during product use.

For more information or to inquire about Personal Accident Insurance, please contact Prime Insurance Brokers at generalins@primeinsbrokers.com or call them on 02 06449915 (Ext 115) and reference Recovery On Demand. Your safety is our priority, and we are here to provide you with the necessary details for a secure and worry-free experience.

Contact Information

If you have any cancellation-related inquiries, please email our customer support team at support@recoveryondemand.ae or call us at +971 58 520 2308.

Changes to Policy

Recovery On Demand reserves the right to modify or update these Terms of Service anytime. Please check our website for the latest information.