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Refund Policy: Equipment Hire

Last Updated: 25 February 2026

At Aloua Electrical Services, we strive to provide the highest quality of service and reliable equipment. We understand that plans can change during difficult times, and we aim to be as flexible as possible with our refund process.

1. Cancellation Refunds

If you wish to cancel your booking, the following refund schedule applies:

  • More than 48 hours before delivery: Full refund of any deposit or hire fees paid.

  • 24 to 48 hours before delivery: 50% refund of the total hire fee.

  • Less than 24 hours before delivery: Deposits or fees are generally non-refundable, as the equipment has been reserved and prepared for your specific use.

2. Equipment Performance & Failures

As our equipment is maintained and set up by licensed electrical professionals, we expect it to perform perfectly. However:

  • Technical Failure: In the unlikely event that the equipment (mortuary refrigerator or generator) malfunctions through no fault of the Hirer, and we are unable to repair or replace it within a reasonable timeframe (4 hours), a pro-rata refund for the remaining hire period will be issued.

  • User Error: No refunds will be issued if the equipment failure is due to misuse, such as unplugging the unit, using improper fuel in generators, or physical damage caused by the Hirer.

3. External Factors (Power Outages)

  • Aloua Electrical Services is not responsible for mains power grid failures in Tonga.

  • If a mortuary refrigerator is hired without a backup generator and the mains power fails, no refund will be issued for the refrigerator hire. We strongly recommend hiring a backup generator for critical needs.

4. Delivery Fees

  • Once equipment has been dispatched and transport has commenced, delivery and pickup fees are non-refundable, even if the hire is cancelled upon arrival.

5. Refund Processing

  • Approved refunds will be processed via the original payment method (Cash or Bank Transfer) within 3–5 business days.

  • To request a refund, please contact us directly with your booking details.

6. Exceptional Circumstances

We are a family business and understand that some situations are unique. We reserve the right to evaluate refund requests on a case-by-case basis to provide the most compassionate support possible for our community.

Contact for Refund Inquiries: Aloua Electrical Services, Pelehake, Tonga Phone: 7740698 or 8777140 Email: [email protected]