Question 1

Pickup and Drop-off

Accepted Answer

All of our rental items are picked up and dropped off at our location in American Fork by the customer: 896 S Auto Mall Dr, American Fork, UT 84003. We do not offer pickup or delivery services. No refunds or discounts will be offered for a misunderstanding of this information. We make every effort to ensure every customer is aware of this information by taking special care to mention it during every inquiry, posting it in SEVERAL locations on our website, and through the reminder emails we send to every customer. We generally have an after-hours drop off location available for our renters to use. This allows our customers to return their items at their convenience before the due day/time. When utilizing the after-hours drop-off, the customer is responsible for unloading the rented items by themselves, and responsibility is still assumed for the rented items until they are properly checked in by a Plan-it Rentals employee during normal business hours. No refunds or discounts will be given for returning rented items early. If items are returned during regular business hours, an employee can assist with unloading the rented items.   When you make a reservation, you will also be given our available pickup times to choose from.  Pickups are from 9:30-noon, by appointment.

Question 2

What Pickup Time Will I Get?

Accepted Answer

Your pickup time options will be given to you when you make your reservation.  If you need a specific time, you'll want to reserve as far in advance as possible.  Reservation times are given out on a first come, first serve basis.  We don't have unlimited staff to help everybody all at once, so we must spread out our pickups out in order to effeciently help each customer.  We know that the available pickup times won't work for everyone, but it also isn't fair to a customer that did reserve with more advance notice to have a longer wait time while we help someone who reserved after them.   If you must have a specific pickup time that is not available, we leave a few slots open for customers who are willing to pay a $10 prioritization fee for their order.  This allows us to staff accordingly and move your place up in line.  We do not have unlimited prioritization slots, and this is not always a guaranteed option.  While we understand not getting a pickup time you need for your event may be frustrating, we ask you to understand that everyone that has reserved from us also has an event important to them and we have assigned pickup times as fairly as possible.   If you show up before or after your pickup time, you will encounter long wait times.  We get our products inspected and cleaned according to our schedule for the day, so showing up early means your items are not ready to go out the door.  If you are late to your appointment, we will help you as soon as we have helped the customers that have shown up on time.

Question 3

Renter Requirements

Accepted Answer

All renters must be 18 years of age or older for all products, except vehicles (for which 21yrs is the minimum age). A valid driver's license is required at pickup. We reserve the right to refuse service to anyone, for any reason. Valid payment must be presented and payment completed before leaving our premise with the rented items. Our rental agreement must also be completed before departing.

Question 4

Transportation Requirements

Accepted Answer

The customer is responsible for the transportation of the rented items. Adequate space should be allocated for each reserved item. Plan-it Rentals can recommend the space/vehicle needed, and our website also provides the recommended vehicle size for each item. However, we don't know every vehicle or what else might be in the vehicle; so it is the customer's responsibility to arrive with enough cargo space.   No refunds or discounts will be given for items that are unable to be transported due to innadequate cargo space. Plan-it Rentals' employees will help load and secure the rental items, but any damage done to our products during transportation is the responsibility of the customer.

Question 5

Cleaning

Accepted Answer

Rented items must be returned clean, dry, and in the same working condition as when they were taken. We reserve the right to charge any fees associated with the cleaning, repair, or replacement of the rented items.

Question 6

Cancellation/Deposit Policy

Accepted Answer

Items are only reserved with a deposit. If a deposit has not been paid, items are available only on a first come, first served basis.   We have the best cancellation policy out there!   Your deposit will be fully refunded if the rented items are able to be rented to someone else. That means, the more notice we are given - the more likely a refund will be issued. That refund will only be issued once the item has been picked up and paid for by the replacement customer. If we are unable to rent the item to another customer, 100% of the deposit can be used as a future credit on any rental, and on any item! An additional deposit must still be collected to reserve another item, and the credit will be used on the remaining balance that is due at pickup.   If a reservation is cancelled after 9:00am the day PRIOR to your pickup day (24 hours before reservation), then 100% of the deposit is forfeited (no refund and no issued credit). In case of inclement weather, the 24hr cancellation policy will be waived and the deposit can be used as a future credit (unless we are able to re-rent the items to another customer, then a full refund will be issued). It is suggested that you arrange an alternate, indoor location for your event in case of weather. Determining what classifies as inclement weather and the waiving of the 24hr cancellation policy is at the discretion of Plan-it Rentals.

Question 7

Summary

Accepted Answer

We truly appreciate you considering Plan-it Rentals for your event. We work VERY hard to ensure each rental is successful, and that every customer is treated with excellence. We firmly believe our pricing, policies, customer service, and products are the best out there, and we hope you will come see that for yourself!   You can be sure we will take full responsibility for our short-comings, and we always error on the side of generosity and making sure our customers are taken care of. We do hope that our customers will also return the favor by being ethical and honest, thus keeping our pricing low and policies and procedures to a minimum.

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