Refund policy

CAROLINA TOTES LLC
REFUND & CANCELLATION POLICY

Effective Date: June 17, 2026

This Refund & Cancellation Policy applies to all reservations, rentals, products, and services provided by Carolina Totes LLC ("Carolina Totes," "we," "our," or "us").

By placing a reservation, making a payment, or using our services, you acknowledge and agree to this Refund & Cancellation Policy.

BUSINESS INFORMATION

Carolina Totes LLC

7454 Cordoba Circle

Leland, NC 28451

Phone: 910-250-9136

Email: info@rentcarolinatotes.com

CANCELLATION POLICY

Customers may cancel a reservation by contacting Carolina Totes using the contact information listed above.

Refund eligibility is determined based on the amount of time remaining before the scheduled delivery date.

Refund Schedule

More than 7 days before scheduled delivery:
• 100% refund

3 to 6 days before scheduled delivery:
• 50% refund

Less than 72 hours before scheduled delivery:
• No refund

Cancellation requests are effective when received by Carolina Totes.

NON-REFUNDABLE RESERVATIONS

Rental equipment, inventory allocation, staffing schedules, delivery routes, and operational resources are planned in advance.

Accordingly, once a reservation is within seventy-two (72) hours of the scheduled delivery date, all payments become non-refundable.

Additionally, once rental equipment has been loaded for delivery, dispatched, delivered, or otherwise prepared for fulfillment, the reservation becomes non-refundable regardless of cancellation timing.

NO REFUNDS AFTER DELIVERY

Once rental equipment has been delivered to the customer-provided address, no refunds will be issued.

This applies regardless of:

• Whether equipment is used
• Whether the move is canceled
• Whether the customer changes plans
• Whether the customer decides not to use the equipment

Delivery constitutes full performance of Carolina Totes' primary rental obligation.

EARLY RETURNS

Customers who return rental equipment before the scheduled pickup date are not entitled to a full or partial refund.

Rental pricing is based upon reserved equipment availability and scheduled rental duration, not actual usage.

RESCHEDULING REQUESTS

Customers may request to reschedule a reservation.

Rescheduling requests are subject to inventory availability, staffing availability, delivery route availability, and operational considerations.

Carolina Totes reserves the right to approve or deny any rescheduling request.

Approved rescheduling requests may be subject to additional fees.

RENTAL EXTENSIONS

Rental extensions must be requested at least twenty-four (24) hours prior to the scheduled pickup date.

Extensions are subject to equipment availability.

Approved extensions are charged according to the package selected:

Starter Package (20 Totes)
• $30 per week

Standard Package (30 Totes)
• $35 per week

Family Package (40 Totes)
• $40 per week

Large Package (50 Totes)
• $45 per week

Extension fees are non-refundable once approved and charged.

MISSED PICKUP FEE

If:

• Equipment is not ready for pickup
• Equipment is not accessible
• Equipment is unavailable
• Carolina Totes is unable to complete the scheduled pickup

a Missed Pickup Fee of $25 may be charged.

This fee is in addition to any applicable rental extension charges.

If equipment remains unavailable for pickup, the rental period may automatically extend until the next available pickup date and additional charges may apply.

REDELIVERY FEE

If an in-person delivery is scheduled and Carolina Totes is unable to complete delivery because no authorized recipient is present, a Redelivery Fee of $25 may be charged.

This fee applies in addition to any applicable rental charges.

DAMAGE, LOSS, CLEANING, AND REPLACEMENT CHARGES

Refunds will not be issued to offset charges arising from:

• Lost equipment
• Stolen equipment
• Damaged equipment
• Excessive cleaning requirements
• Missing accessories
• Unpaid balances

Applicable charges may include:

Moving Tote:
• $15 each

Moving Dolly:
• $85 each

Moving Blanket:
• $20 each

Cleaning Fee:
• $25 for equipment returned with excessive dirt, debris, food residue, paint, chemicals, smoke contamination, or other conditions requiring extraordinary cleaning.

Carolina Totes reserves the sole right to determine whether equipment requires repair, replacement, or extraordinary cleaning.

FAILED OR DECLINED PAYMENTS

If a payment is declined, reversed, disputed, charged back, or otherwise fails after services have been provided, Carolina Totes reserves the right to pursue collection of all amounts owed under the Rental Agreement and Terms of Service.

Customer remains responsible for all valid charges regardless of payment disputes.

COMPANY CANCELLATIONS

If Carolina Totes is unable to fulfill a reservation due to circumstances within our control, Customer shall receive either:

• A full refund, or
• An alternative service solution offered at Carolina Totes' discretion and accepted by the Customer

Nothing in this section requires Carolina Totes to provide substitute equipment if inventory is unavailable.

WEATHER, EMERGENCIES, AND EVENTS BEYOND OUR CONTROL

Carolina Totes shall not be liable for delays, interruptions, or cancellations caused by events outside our reasonable control, including but not limited to:

• Severe weather
• Natural disasters
• Road closures
• Government actions
• Public emergencies
• Labor disruptions
• Equipment shortages caused by circumstances beyond our control

When practical, Carolina Totes may attempt to reschedule affected reservations.

PAYMENT DISPUTES AND CHARGEBACKS

Customer agrees to contact Carolina Totes and make a good-faith effort to resolve any billing issue before initiating a chargeback, payment reversal, bank dispute, or similar claim.

Carolina Totes maintains records including:

• Reservation details
• Payment records
• Electronic signatures
• Acceptance records
• Delivery records
• Pickup records
• Photographs
• Customer communications

These records may be used to contest chargebacks and payment disputes.

POLICY CHANGES

Carolina Totes reserves the right to modify this Refund & Cancellation Policy at any time.

Updated versions will be posted on our website with a revised effective date.

CONTACT INFORMATION

Questions regarding this policy may be directed to: