Damage Waiver - Terms & Conditions

Zenion Limited – Damage Waiver Terms & Conditions

1. Waiver Fee and Term

The Damage Waiver fee is £5.00 per week per rental agreement.
The Waiver is an optional contractual protection that applies only while a rental agreement is active and account payments are current.
Protection starts when the customer opts in and begins paying the weekly fee. However, a strict 24-hour qualifying window applies from the exact time of activation; no waiver requests will be accepted for any damage sustained within the first 24 hours of the waiver period.
This agreement automatically expires when the rental agreement ends, is paused, or is terminated, subject to the Lock-in Period conditions below.
Lock-in Period Following an Incident: If a customer utilises the Damage Waiver and a waiver request is successfully approved, the customer is strictly prohibited from opting out of or cancelling the Damage Waiver for a minimum period of 12 months from the date of the incident. The weekly £5.00 fee will continue to apply for the remainder of this 12-month period, provided the rental agreement remains active.
Automatic Reactivation: If a customer with an active 12-month lock-in period terminates or pauses their rental agreement, the weekly waiver fee will pause. However, if that customer opens any new or subsequent rental agreement with Zenion Limited within that same 12-month window, the Damage Waiver "bolt-on" and its weekly £5.00 fee will be automatically reactivated on the new agreement for the remainder of the original 12-month term.

2. Eligibility and Payment Conditions

To qualify for the Damage Waiver, customers must:

Be at least 21 years of age.
Hold an active rental agreement and ensure all payments are up to date.
Pay the weekly fee in full. Failure to maintain payments will result in immediate suspension of waiver protection.

3. Mandatory Servicing Requirements

To remain eligible for protection under this Waiver, customers must strictly adhere to the equipment’s maintenance schedule. The Waiver remains valid only if:

The equipment is presented for regular servicing every 2,500 miles or every 12 weeks, whichever occurs first.
All servicing is performed by a Zenion Limited approved technician.
Failure to meet these servicing intervals will void the Damage Waiver, and the customer will be held liable for the full cost of any subsequent damage or mechanical failure.

4. Scope of Protection & Excess

The Damage Waiver reduces the customer’s financial liability for genuine, accidental physical and cosmetic damage occurring during normal, legal, and intended use. This agreement is an amendment to your rental terms and is not an insurance product, policy, or contract.

Mandatory Excess: Each approved incident is subject to a maximum excess fee of £150.
- If the total cost of repair or replacement is less than £150, the customer will only be charged the actual cost of the repair.
- If the total cost of repair or replacement exceeds £150, the customer’s liability is capped at £150, and Zenion Limited will waive the remaining balance.
- This fee must be paid by the customer before any repair or replacement is initiated.
No Upper Cap: Subject to the excess being paid and the waiver request being approved, Zenion Limited will waive the remaining cost of repair or replacement, with no maximum monetary cap per incident.
Frequency Limit: To prevent systemic abuse, protection is strictly limited to a maximum of 3 approved incidents per customer in any rolling 12-month period. Any subsequent damage within that timeframe will be billed to the customer at full retail cost.

5. Rolling 12-Month Incident and Lock-in Tracking

For the purposes of tracking waiver usage and financial commitments:

The limits and lock-in periods apply to a rolling 12-month period regardless of whether a rental agreement is active, paused, or terminated.
Incident records and remaining lock-in terms remain attributable to the customer across multiple or broken rental periods. A new agreement does not reset the 12-month usage calculation or clear an active lock-in term.

6. Exclusions (Customer Responsibility)

The following remain the full financial responsibility of the customer and are entirely excluded from this waiver:

Lost or missing batteries, chargers, or accessories.
Theft, disappearance, or unexplained loss.
Any damage deemed by Zenion Limited to be the result of negligence, abuse, overloading, stunts, or intentional misuse.
Use outside manufacturer guidelines or in breach of the main rental agreement.
Water damage (unless approved in writing).
Damage occurring while the equipment is used by an unauthorised person.

7. Incident Reporting Process

To benefit from the waiver, the customer must:

Report the event within 24 hours using the official accident report form.
Attend a Zenion Limited workshop within 48 hours for equipment assessment.
Failure to comply with these timelines or the servicing schedule in Section 3 will result in the waiver request being declined.

8. Assessment & Resolution

Zenion Limited retains sole and absolute discretion to determine:

Whether the damage constitutes a genuine accident or falls within the exclusions listed in Section 6.
Whether equipment will be repaired or replaced.
Zenion Limited reserves the right to cancel a customer’s Damage Waiver protection immediately and permanently if abuse, reckless operation, or a pattern of abnormal wear and tear is suspected.

9. Non-Transferable

This waiver protection is personal to the customer and cannot be transferred to any other party or agreement.

10. Changes and Governing Law

Zenion Limited reserves the right to amend these terms at any time. These conditions are governed by the laws of England and Wales.