Refund policy

Last updated: 19/06/2026
Business name: Acura Elite
Contact: marketing@acuraelite.com

1. Introduction

This Refund & Cancellation Policy explains how cancellations, refunds, postponements and booking changes are handled by Acura Elite.

Acura Elite rents and sells elite football equipment for venues, football clubs, schools, agencies, brands, festivals, private events and other organisations across the UK and globally.

Because our equipment is reserved for specific dates, locations and events, cancellations can affect availability, staffing, transport, logistics and other bookings. This policy is designed to be fair to customers while also protecting Acura Elite from costs already incurred.

This policy should be read alongside our Terms and Conditions, Hire Agreement, Equipment Use Policy and any written quote or booking confirmation provided to you.

2. Confirming a booking

A booking is only confirmed when Acura Elite has accepted the booking in writing and any required deposit or advance payment has been received.

Once a booking is confirmed, we may begin reserving equipment, arranging transport, allocating staff, preparing event documents, ordering materials or declining other bookings for the same date.

For this reason, deposits and advance payments may be non-refundable where costs have already been incurred or where cancellation results in loss to Acura Elite.

3. Hire bookings and event rentals

The cancellation terms for equipment hire and event rentals depend on how close the cancellation is to the event date.

Unless otherwise stated in your quote or booking confirmation, the following cancellation charges apply:

Time before event date	Cancellation charge
More than 30 days before event	Deposit retained
15-30 days before event	50% of total booking fee
8-14 days before event	75% of total booking fee
7 days or less before event	100% of total booking fee

 

These charges reflect the likelihood that equipment, staff, transport and event capacity have already been allocated and may not be resold at short notice.

Where Acura Elite is able to reduce its losses, for example by reallocating equipment or staff to another booking, we may reduce the cancellation charge at our discretion.

4. Deposits

Deposits are used to secure your booking and reserve equipment for your chosen date.

Deposits may cover:

• Equipment reservation.
• Administration.
• Planning and consultation.
• Transport scheduling.
• Staff allocation.
• Risk assessment preparation.
• Site or event coordination.
• Loss of availability for other customers.

Deposits are normally non-refundable once the booking has been confirmed, unless Acura Elite cancels the booking for reasons within our control and no suitable alternative is agreed.

5. Changes to booking dates

We understand that event plans can change. Where possible, Acura Elite will try to accommodate requests to move your booking to a new date.

Date changes are subject to:

• equipment availability.
• staff availability.
• venue suitability.
• transport availability.
• any costs already incurred.
• the amount of notice given.

If you request a date change more than 14 days before the event, we will usually try to transfer your booking to a new suitable date.

If you request a date change within 14 days of the event, additional charges may apply, especially where staff, transport, accommodation, third-party services or custom materials have already been arranged.

A date change may be treated as a cancellation if we cannot reasonably accommodate the new date or if the request is made at short notice.

6. Weather-related cancellations

For outdoor bookings, weather can affect whether equipment can be installed or used safely.

Acura Elite may delay, suspend, adapt, relocate or cancel an outdoor booking where weather conditions create a safety risk or may damage equipment.

Unsafe conditions may include, but are not limited to:

• high winds.
• heavy rain.
• lightning.
• flooding.
• unsafe ground conditions.
• snow or ice.
• poor visibility.
• extreme heat.
• any condition that makes installation or use unsafe.

If unsafe weather is forecast, we will work with you where possible to find a practical solution, such as moving the equipment indoors, changing the layout, delaying setup or rearranging the booking.

Refunds for weather-related cancellations will depend on the timing of the cancellation, costs already incurred and whether an alternative arrangement is possible.

Where Acura Elite has already attended site, delivered equipment, allocated staff or incurred transport costs, those costs may remain payable.

7. Cancellation by Acura Elite

Acura Elite may cancel or suspend a booking if:

• payment has not been received on time.
• the event site is unsafe or unsuitable.
• access is restricted or unavailable.
• the venue does not have the required permissions.
• the equipment cannot be safely installed.
• suitable supervision is not available.
• the customer has provided inaccurate or incomplete information.
• there is a risk of damage, misuse or injury.
• weather conditions make use unsafe.
• circumstances beyond our reasonable control prevent us from delivering the booking.

If Acura Elite cancels due to something within our reasonable control, we will offer either a refund of amounts paid for services not provided or, where possible, an alternative date.

If cancellation is caused by customer failure, unsafe site conditions, lack of access, non-payment or circumstances outside our control, refunds may not be available.

8. Customer failure to provide access or suitable site conditions

The customer is responsible for ensuring that the venue or event site is ready, safe and accessible.

If we are unable to deliver, install or operate the equipment because of issues such as lack of access, unsuitable ground, insufficient space, no power supply where required, unsafe conditions, parking restrictions, missing permissions or venue refusal, the booking may still be charged in full.

Additional waiting time, redelivery, return visits, extra staffing or parking charges may also be charged to the customer.

9. Custom branding, bespoke orders and special arrangements

Custom, personalised, or bespoke items may be non-refundable once production or ordering has started.

This may include:

• branded panels.
• printed signage.
• bespoke equipment colours.
• personalised event materials.
• special transport arrangements.
• third-party services booked specifically for your event.

Where custom work has already begun, the customer will be responsible for all costs incurred, even if the main booking is cancelled.

Consumer cancellation rights can be different for bespoke or made-to-measure goods, so this section should be reviewed carefully before use for consumer sales. Citizens Advice notes that the usual 14-day cooling-off period for distance purchases has exceptions, including bespoke or made-to-measure goods.

10. Equipment purchases

For equipment purchases, cancellation and refund rights depend on whether the buyer is a business or consumer, whether the equipment has been delivered, and whether the equipment is standard, customised or made to order.

Unless otherwise agreed in writing:

• orders are confirmed once accepted by Acura Elite.
• payment terms will be stated on the invoice or order confirmation.
• ownership passes only when payment has been received in full.
• custom or made-to-order equipment may not be refundable once production has started.
• used, installed, damaged or altered equipment may not be eligible for return unless faulty.

 

Nothing in this policy affects any statutory rights that apply to consumers.

11. Consumer cooling-off rights

Where you are a consumer and you book or purchase online, by phone, by email or away from our business premises, you may have a legal right to cancel within 14 days, subject to certain exceptions. UK consumer guidance explains that many distance service contracts have a 14-day cooling-off period, although the position may differ for urgent services, events, hire arrangements, personalised goods and services already performed with consent.

If you ask us to begin providing services during the 14-day cooling-off period, you may be required to pay for the services provided up to the point of cancellation.

Where an event booking is for a specific date or period, cancellation rights may be limited depending on the nature of the service and applicable law.

This section should be reviewed by a solicitor before publication to ensure it matches Acura Elite’s exact customer journey and booking process.

12. Refund processing

Where a refund is approved, we will process it using the original payment method where possible.

Approved refunds will usually be processed within 14 days of confirmation of the refund amount.

The final amount refunded may be reduced by:

• non-refundable deposits.
• costs already incurred.
• custom work already completed.
• third-party charges.
• transport or staffing costs.
• damage, loss or unpaid charges.
• any amount properly due under the booking terms.

Government guidance on consumer contracts states that traders must generally refund within 14 days after cancellation of a service contract or receipt of returned goods where cancellation rights apply.

13. Refunds for faulty purchased equipment

If equipment purchased from Acura Elite is faulty, not as described or not fit for purpose, please contact us as soon as possible.

We may ask for photographs, videos, inspection access or return of the equipment so we can assess the issue.

Where required by law, we will provide an appropriate remedy, which may include repair, replacement, partial refund or refund.

This does not apply where the fault or damage is caused by misuse, unauthorised modification, poor maintenance, incorrect installation, accidental damage, normal wear and tear or failure to follow operating instructions.

14. No-show or unused hire time

If the customer, venue or event organiser does not use the equipment during the agreed hire period, no refund will be given.

This includes situations where the event has low attendance, participants choose not to use the equipment, the customer changes the event schedule, or the equipment is available but not used.

15. How to cancel or request a refund

To cancel a booking or request a refund, please contact Acura Elite in writing at:

Email: [Insert Email Address]

Please include:

• your name.
• company or organisation name.
• booking reference or invoice number.
• event date.
• reason for cancellation or refund request.
• any supporting evidence, where relevant.

Cancellation is only effective once received and acknowledged by Acura Elite in writing.

16. Fairness and discretion

Acura Elite aims to handle cancellations and refunds fairly and reasonably.

We may consider exceptional circumstances on a case-by-case basis, but we are not required to waive charges where costs, losses or commitments have already been incurred.

Nothing in this policy affects your statutory rights.