CUSTOMER SERVICE

At Baby Rentals Peru, we are committed to providing a smooth, reliable, and friendly experience for every customer.

1. Communication
All inquiries and booking requests are handled primarily via WhatsApp. We aim to respond as quickly as possible, typically within a few hours during business hours.

2. Availability Confirmation
All rentals are subject to availability. We confirm product availability based on the requested dates before proceeding with any reservation.

3. Reservation Process
To secure a booking:

Customers must first confirm availability with our team.
A payment link will be provided once availability is confirmed.
Reservations are only confirmed after full payment is received.

4. Service Fee
A mandatory service fee of S/ 120 applies to each order. This fee includes:

Delivery
Pickup
Cleaning and sanitation
Assembly and setup (if required)

This fee is charged per order, not per item.

5. Delivery Area
We currently operate only in the following districts of Lima:

La Molina
Santiago de Surco
San Borja
San Isidro
Miraflores
Barranco
Lince
Jesus Maria
Pueblo Libre

Delivery to other districts may be available upon request and could require an additional fee.
Please contact us to check availability and coordinate the best delivery option for your location.

6. Customer Support
Our team is available to assist before, during, and after your rental period to ensure a safe and convenient experience.

We strive to make your experience simple, safe, and stress-free.

DELIVERY & SCHEDULING POLICY

To ensure a smooth and reliable service, delivery and pickup are scheduled within specific time windows.

1. Delivery & Pickup Hours
Our standard delivery and pickup hours are:

Morning: 11:00 AM – 4:00 PM
Evening: 8:00 PM – 10:00 PM

We do not schedule deliveries or pickups during peak traffic hours (7:00 AM – 11:00 AM and 5:00 PM – 8:00 PM) due to heavy traffic conditions in Lima.

2. Scheduling
Exact delivery and pickup times will be coordinated directly with the customer after booking confirmation.

3. Flexibility
We will do our best to accommodate customer preferences within our operating windows.

4. Delays
While we strive to be punctual, delays may occur due to traffic or unforeseen circumstances.

These time windows allow us to provide efficient and reliable service to all customers.

RENTAL DURATION POLICY

All rentals are charged on a per-day basis, not by the number of hours used.

1. Daily Rental Calculation
The rental period is calculated based on calendar days:

The delivery day counts as the first rental day
The pickup day counts as the final rental day

2. Partial Day Usage
Even if the item is used for only a few hours, it will be considered a full rental day.

3. Availability
This policy ensures proper scheduling and availability of all rental items.

We appreciate your understanding as this allows us to serve all customers efficiently.

CANCELATION & REFUND POLICY

We understand that plans can change, and we will do our best to accommodate your needs.

1. Cancellation Policy

More than 48 hours before delivery: 70% refund
Between 24–48 hours: 50% refund
Less than 24 hours: non-refundable

2. Service Fee
The service fee is non-refundable once the booking is confirmed.

3. Refund Method
All refunds will be processed using the same payment method used for the original transaction.

4. Processing Time
Refunds may take several business days depending on the payment provider.

5. Alternative Option
Customers may request a credit for future use instead of a refund.

Each reservation involves logistics, preparation, and inventory allocation, which is why this policy applies.

DAMAGE & SAFETY POLICY

The safety of all children is our top priority.

1. Normal Wear and Tear
Minor signs of use such as small scratches or general wear are considered normal and will not result in additional charges.

2. Minor Damage
For non-structural and minor damage (such as light stains or cosmetic wear), a reasonable fee may be charged for cleaning or maintenance.

3. Structural or Safety-Related Damage
If an item shows any structural damage, safety concerns, or is no longer suitable for safe use, it will be immediately removed from service.

In such cases, the customer may be charged up to the full replacement value of the item, regardless of whether repair is technically possible.

4. No Reuse of Unsafe Items
For safety reasons, certain items (including but not limited to car seats, playards, and safety equipment) will not be repaired and reused if damaged.

5. Loss of Item
If a rented item is lost, the customer is responsible for covering the full replacement cost.

6. Inspection
All items are inspected before delivery and after pickup to ensure safety and quality standards.

We prioritize safety above all and ensure that all equipment provided meets appropriate usage standards.

PRIVATE & SECURITY POLICY

At [Your Company Name], we value your privacy and are committed to protecting your personal information.

1. Information We Collect
We may collect personal information such as your name, phone number, and delivery address.

2. Use of Information
Your information is used only to process bookings, coordinate delivery, and communicate with you.

3. Payment Security
All payments are processed through secure third-party providers. We do not store payment details.

4. Data Protection
We take reasonable measures to protect your personal information.

5. Communication
By contacting us, you agree to receive communication related to your booking.

Your privacy and security are important to us.

IDENTITY VERIFICATION

To confirm and protect each reservation, Baby Gear Lima may request a valid government-issued identification document (DNI, CE, or passport) from the customer before delivery or pickup.

This information is used solely for reservation verification, delivery coordination, and rental security purposes.

PRODUCT RESPONSABILITY

Customers are responsible for returning rented items in good condition, excluding normal wear and tear.

In cases of significant damage, loss, missing parts, or misuse, Baby Gear Lima reserves the right to deduct the corresponding repair or replacement costs from the refundable security deposit.

GENERAL TERMS

By completing a reservation, the customer acknowledges and agrees to Baby Gear Lima’s rental policies, delivery terms, refundable security deposit conditions, and product care responsibilities.