Effective Date: January 1, 2026
Last Updated: August 20, 2026
Website: ScratchandRent.com
1. Cancellation by Customer
Cancellations must be submitted in writing by email to support@scratchandrent.com.
- Rental totals under $250: eligible for a full refund when canceled at least 36 hours before the scheduled pickup or delivery time.
- Rental totals of $250 or more: eligible for a full refund when canceled at least 7 days before the scheduled pickup or delivery time.
Later cancellations may be eligible for store credit instead of a refund under the applicable reservation terms. Store credit is not guaranteed where the reservation is treated as a no-show or where other stated exclusions apply.
2. No-Show and Unsuccessful Fulfillment
A reservation may be treated as a no-show or unsuccessful fulfillment when the customer does not:
- Arrive during a confirmed self-service pickup window
- Retrieve the rental from the confirmed pickup location according to the provided instructions
- Appear or provide required access during a confirmed delivery window
- Provide a safe, reasonably accessible, weather-protected delivery location meeting the Pickup & Delivery Policy
Normal late-cancellation, no-show, unsuccessful-delivery, or reservation terms may apply in these customer- or site-caused circumstances, including possible forfeiture without refund.
3. Early Returns
Returning items early does not entitle the customer to a partial refund.
4. Scratch & Rent-Initiated Cancellations
If Scratch & Rent cannot fulfill the rental at all because of its own equipment unavailability, equipment malfunction, safety decision, or operational cancellation, a full refund will be issued for the unfulfilled rental.
5. Delivery Limitations
Delivery is offered only when available for the rental, location, schedule, and operational capacity. If delivery cannot be completed because of an inaccessible property, locked gate, unavailable recipient, unsafe unloading area, lack of reasonable weather protection, or another customer- or site-related condition, the normal cancellation, no-show, unsuccessful-delivery, or reservation terms may apply.
If Scratch & Rent cannot provide an agreed delivery for reasons within its control, we may offer scheduled self-service pickup or rescheduling when practical and acceptable to the customer. If the rental cannot otherwise be fulfilled, the full-refund provision above applies.
6. Damage or Loss
Refunds will not be issued for damage, loss, or misuse of equipment. Damage-waiver terms, if purchased, are governed by the Rental Protection Plan.
7. Dispute Resolution
Customers agree to contact Scratch & Rent before initiating a chargeback or payment dispute. We may use reservation records, pickup or delivery records, return or collection records, and communication logs when responding to disputes.
Related Policies
Contact Information
Scratch & Rent
Sevier County, Tennessee, USA
Email: support@scratchandrent.com
Phone: 865-420-7368