Damage Assessment Policy

What Happens If Rental Equipment Is Damaged

We understand that accidents happen. If rental equipment is damaged during a rental period, here's exactly what to expect and how Chromaera Visuals handles it fairly and transparently.

SECTION 1: WHAT WE CONSIDER "DAMAGE"

DAMAGE WE WILL CHARGE FOR:

Chromaera Visuals will assess a damage charge if the equipment has:

Cracked screens or lens elements
Broken buttons, dials, or controls
Water damage or corrosion
Dents that affect how the equipment works or looks
Burn marks or heat damage
Missing parts or accessories
Damage from drops, falls, or impacts
Damage from exposure to extreme environments (saltwater, extreme heat, etc.)

NORMAL WEAR & TEAR (We Won't Charge):

We understand equipment gets used, and some wear is normal. We will NOT charge for:

Minor surface scratches or scuffs from regular use
Small paint chips or wear marks
Light dust or dirt on equipment
Slight discoloration from normal use
Minor button wear
Expected battery wear (reduced battery life from normal use)
Lens fog from temperature changes

Bottom line: If equipment works fine and looks fine after normal use, there is no charge. We only charge if damage affects how the equipment functions or if there's obvious damage from rough handling.

SECTION 2: HOW WE ASSESS DAMAGE

INSPECTION TIMELINE:

Chromaera Visuals inspects equipment within 24-48 hours of return. This gives us time to carefully evaluate any damage and provide an assessment quickly.

WHAT WE CHECK:

When equipment is returned, we:

Visually inspect all external surfaces
Test all functions to make sure everything works
Check screens and displays
Inspect lenses and all components
Test all buttons, controls, and features
Verify all parts and accessories are present
Document everything with photos

DOCUMENTATION:

We photograph any damage from multiple angles
We keep detailed notes about what we find
Copies of all photos are provided with the damage claim
Everything is documented to be fair and transparent

SECTION 3: HOW WE DETERMINE THE COST

If damage is found, here's how Chromaera Visuals determines the cost:

STEP 1: We Get Repair Quotes

We contact authorized repair shops or manufacturers
We get 2-3 repair quotes for the damage
We take the average of these quotes as the repair cost
All quotes are included in the damage claim

STEP 2: We Assess Whether It's Repairable

If the equipment can be fixed: the repair cost applies
If it cannot be fixed: the replacement cost applies (market value of equivalent equipment)

STEP 3: We Send a Damage Claim Invoice

Detailed description of what's damaged
Photos of the damage
Repair quotes from repair shops
Total amount owed
Clear breakdown of costs

WHAT CUSTOMERS PAY:

✓ Repair cost only (based on repair shop quotes)
✓ Replacement cost only (if equipment cannot be repaired)

✗ Customers will NOT pay:
✗ Our time for assessment
✗ Our markup or profit
✗ Loss of rental income while equipment is repaired
✗ Insurance deductibles
✗ Storage or handling fees

SECTION 4: HOW CUSTOMERS ARE NOTIFIED

STEP 1: Preliminary Notification (Same Day or Next Day)

Chromaera Visuals will notify by email or phone that damage was found
A brief description is provided
Timeline for the detailed assessment is included

STEP 2: Detailed Damage Claim (2-3 Business Days)

A detailed email is sent with:
- Photos of the damage
- Description of what's wrong
- Repair quotes from repair shops
- Total amount owed
- When payment is due
- Clear explanation of the charges

STEP 3: Payment Request

Clear payment instructions are provided
Multiple payment methods are accepted (credit card, bank transfer, check, PayPal, etc.)
Payment is due within 7-14 days

SECTION 5: PAYMENT TIMELINE

Payment is due within 7-14 days of the damage claim notification.

Here's what happens:

Days 1-7:
Payment due. Submit payment using the instructions provided.

Days 8-10:
If payment hasn't been received, a friendly reminder email is sent with payment instructions.

Days 11-14:
If payment is still not received, a formal payment notice is sent. Please treat this urgently.

After Day 14:
If payment remains unpaid, future rentals cannot be booked, and Chromaera Visuals may pursue collection action.

SECTION 6: EQUIPMENT BREAKS DURING A RENTAL

If equipment stops working or breaks during rental use:

What to do:
Contact Chromaera Visuals immediately (phone or email) with photos/video of what happened.

What to expect:

Equipment failed on its own (defect or malfunction):
There is no charge. Chromaera Visuals stands behind its equipment. If it breaks due to a defect, that's our responsibility. We'll handle it as a warranty issue.

If the renter caused the damage:
Chromaera Visuals will assess it after the rental ends using our normal damage claim process. Only damage caused by how the equipment was handled is charged.

The cause is unclear:
There is no charge. The customer receives the benefit of the doubt when Chromaera Visuals can't prove the damage was caused by rental use.

Help during a rental:

If Chromaera Visuals has replacement equipment available, it is sent immediately so the shoot can continue
All equipment defects are handled as warranty issues, not as customer liability

Bottom line: Chromaera Visuals stands behind its equipment. If it breaks due to a defect, there's no charge.

SECTION 7: DAMAGE FROM MULTIPLE RENTALS

If damage is found to equipment and the customer has rented multiple times:

How we determine responsibility:

Chromaera Visuals uses return photos and inspection reports from each rental
We identify which rental period the damage likely occurred in
We only charge the customer whose return showed new damage

Fair process:

If damage appeared in an earlier rental, not the most recent one, there is no charge
If the rental causing the damage cannot be determined, there is no charge
We only charge when there is clear documentation that damage is from that specific rental

What to expect:

Chromaera Visuals photographs equipment after every return
This protects both the business and the customer
Customers can request documentation about damage timing

SECTION 8: DAMAGE TO RENTER'S OWN EQUIPMENT

Here's an important clarification:

Scenario: A customer rents equipment from Chromaera Visuals AND brings their own equipment to use together. Damage happens to their own gear while using the rental equipment.

Who's responsible:

The renter is responsible for their own equipment
Chromaera Visuals is only responsible for damage to equipment we own and rented out
This is not Chromaera Visuals' liability—it's the renter's

What we recommend:

Get your own equipment insurance for shoots
Notify Chromaera Visuals if mixing personal gear with rentals
Consider personal gear coverage for high-value items

We will NOT:

Accept liability for damage to the renter's personal equipment
Reimburse for damage to personal gear brought to the rental
Cover insurance claims for the renter's own gear

The renter is responsible for:

Protecting their own equipment
Having proper insurance for valuable personal items
Understanding that Chromaera Visuals only covers equipment we own

SECTION 9: WHAT COUNTS AS DAMAGE vs. NORMAL WEAR & TEAR

Chromaera Visuals wants to be fair. Here are clear examples:

EXAMPLES OF DAMAGE (We Will Charge):

Screen is cracked from drop
Lens is shattered
Water got inside equipment (liquid damage)
Button broke off and won't stay on
Large dent that affects how equipment works
Equipment won't turn on (from misuse)
Missing parts or accessories not returned

EXAMPLES OF NORMAL WEAR (We Won't Charge):

Small scratches on camera body
Screen has minor smudges or marks from use
Slight wear on buttons from pushing
Lens has some dust (not damage, it just needs cleaning)
Equipment looks used but works perfectly
Minor cosmetic wear from normal rental use

When in doubt: If equipment still works perfectly and looks fine, there is no charge. We only charge when there's clear damage.

SECTION 10: IF A CUSTOMER DISAGREES WITH A CHARGE

Chromaera Visuals wants to be fair, and we're open to discussion.

IF A MISTAKE IS SUSPECTED:

Contact Chromaera Visuals within 3 business days of receiving the damage claim
Explain the disagreement (we'll listen)
We'll review:
- Return photos (to check condition when equipment was returned)
- The damage photos (to verify the damage exists)
- The repair quotes (to make sure costs are fair)
We'll respond within 2 business days
We'll either:
- Explain why the charge is correct, OR
- Adjust or waive the charge if we made an error, OR
- Offer a compromise solution

We're not trying to charge unfairly. If there is a legitimate concern, contact us. We'll make it right.

SECTION 11: QUESTIONS? HERE'S HOW TO REACH US

If there are questions about the damage assessment process or need to discuss a damage claim:

Email: [email protected]
Phone: (707) 235-0025
Hours: Monday - Friday 9 AM - 6 PM | Saturday - Sunday 9 AM - 8 PM
Website: www.chromaeravisuals.com

We're happy to answer questions before or after rental. If concerned about a specific piece of equipment, ask us about its condition.

SECTION 12: OUR COMMITMENT TO CUSTOMERS

Here's what Chromaera Visuals promises:

✓ Fair, transparent assessment of any damage
✓ Multiple repair quotes so customers know the cost is accurate
✓ Clear photos and documentation of any damage
✓ Open communication and willingness to discuss disputes
✓ No hidden fees or surprise charges
✓ Only charge for actual damage, not normal wear
✓ Reasonable payment timeline (7-14 days)
✓ Professional handling of all claims
✓ Benefit of the doubt if equipment fails mid-rental
✓ Clear responsibility when equipment is the renter's vs. ours

We want rental experiences to be great. We know accidents happen, and we handle them fairly and professionally.