It is your responsibility to inform Trew Audio of any omissions in your order, radio performance problems, or damages so that we can remedy the situation. If we are not informed of these problems until the return of the equipment, the renter will be held responsible for lost items, full rental charges for malfunctioning equipment, and damages. Once we are alerted to a malfunction, we will cease charges from the day we were informed until the day of return. However, if the problem is determined to be due to damages incurred while on rental, the renter will still be responsible to pay additional charges for the repair and/or replacement of said equipment.
Local rental orders are ready for pick-up by 2 P.M. on the business day before rental charges begin. Rental orders requiring shipping are shipped out on the business day before the rental charges begin. The rental period continues until the equipment is returned to Trew Audio. Items returned by 11 A.M. are not charged for that day. Items returned after 11 A.M. will be charged an additional full day's rental. Additional late days will be charged accordingly. There is a full-day minimum for all rentals. Trew Audio's long-term rate schedule is 4-day weeks and 3-week months. For example, for 7 consecutive rental days, only the first 4 days are billed. Likewise, for 4 consecutive weeks, only the first 3 weeks are billed.
First time customers are required to pay by credit card or check. Terms are available, but must be given due time prior to the rental period to be processed. Please ask for a credit application if you desire billing terms.
Orders placed after 2:00PM to be shipped out that day will be charged a $15 rush fee.
Orders cancelled within 24 hours of scheduled pickup will be charged 50% of the original rental charge. Orders cancelled after equipment has been shipped or picked up will be charged the daily rental rate, plus all shipping and insurance charges, until all equipment has been returned. Local orders that are not formally cancelled nor picked up will be charged one full rental day.
Replacement costs, due to potential loss or damage, must be secured before any equipment can leave the premises of Trew Audio. A "certificate of insurance" naming Trew Audio Canada as "loss payee" is preferable and should be available from your insurance company. The production company is responsible for the cost to replace the same item or the closest comparably equipped model, at current retail prices less any discounts available, without deduction for depreciation. In addition, the production company shall, at their expense, maintain in full force and effect, insurance covering all equipment rented, from all sources, full replacement cost (without deductions for depreciation), and loss of use (rents) of the equipment. However, if a certificate of insurance is not available through your insurance provider, we can provide insurance for an additional charge of 10% of the total rental charge for most equipment, and 20% of the total rental charge for walkie-talkies and recorders. This insurance carries a $1000 deductible for most equipment and a $2000 deductible for walkie-talkies and recorders. The renter is solely responsible for the deductible in the event of a claim. In addition, any deductible not covered in either insurance policy must be secured either by credit card or a cash deposit. For recurring customers, a credit card, left "on file" with our rental department for the deductible coverage, is preferred. If the total value of all equipment rented is less than the deductible amount, only a security deposit for the replacement value of the equipment is required, either by major credit card or cash deposit, prior to rental.
The renter is liable for all shipping and shipping insurance costs. Further, the renter is liable for the equipment while in transit. It is preferable that the customer provides a shipping account number through a major carrier for shipping and shipping insurance costs. If this is not available, Trew Audio Canada will bill shipping costs and shipping insurance charges to the customer. While a reasonable attempt may be made to estimate these shipping charges ahead of time, actual charges may vary and will remain the responsibility of the renter.
In the event of theft, rental charges will continue until a full police report is supplied to Trew Audio Canada. As a courtesy, there will be a "grace period" of ten days, starting from the date that the police report is provided to Trew Audio, to either recover and return the equipment or provide payment for its replacement. After this ten-day grace period, rental charges will be resumed until either the equipment is returned or payment is provided for its replacement. Please refer to the insurance section for your responsibilities in this area.
You MUST call the rental manager at Trew Audio Canada to get permission for the equipment to leave Canada. We can provide you with serial numbers, country of origin, and value of all equipment for registration with customs. Delays without prior approval from the rental manager are subject to additional rental charges and/or late fees. If you are unable to retrieve equipment from customs, you will be billed the daily rental rate until the equipment is returned, or until the full replacement cost of the equipment has been collected. Insurance for international use of rental equipment is not available through Trew Audio Canada.
There will be a $25 per hour cleaning fee for excessive dirt, sand, labels left on equipment (i.e. walkie-talkies), etc. Trew Audio Canada will bill damaged equipment, including labor, parts, shipping costs, etc., to the customer. Water damaged equipment will be billed to the customer at full replacement cost. See the insurance section for details. Do not attempt repair of the equipment yourself. All rental repairs must be done at Trew Audio Canada. The rental department will make every effort to replace the rented equipment with the same item, in an expedient manner, for the remainder of your shoot.
As a courtesy, Trew Audio Canada attempts to provide reasonable technical support during business hours for rental equipment. You can contact the rental manager at 416-778-0656. This is a free service that we are happy to provide. If you should need a replacement item for a piece of damaged rental equipment, you may also use this number.
Batteries are not charged prior to pickup. If you would like them charged, please request this upon placing your order.