The legal bit
Shipping, returns and rental policy
Lead times, delivery, the 90% return threshold, who is responsible for equipment, cancellation and what happens when a pouch does not come back.
Last updated 14 September 2026 · Before The Internet Inc. · 15189811 Canada Inc.
1. What this covers
This policy applies to every rental and purchase of lockable phone pouches, unlocking bases and related equipment from Before The Internet Inc. It forms part of our terms and conditions. Where the two documents conflict, the terms and conditions take precedence.
2. Lead times
Standard rental
Order two to four weeks before your event date.
Large and custom orders
Six weeks for events over 1,000 attendees, and for any custom branded pouch, because the panel is printed.
Rush orders
Sometimes possible inside the standard window. Ask before you assume it is too late. Rush handling and expedited freight are charged at cost.
Minimum order is 50 pouches for a self-service rental.
3. Delivery
We ship from our warehouse at Source4, Randolph, New Jersey, and from Toronto, whichever serves your event better. Equipment normally arrives one to three business days before your event unless you request a specific delivery date.
You are responsible for giving us a correct and complete delivery address, a named recipient who can receive and sign for the shipment, and any access information the courier needs. If a delivery fails because that information was wrong, incomplete or unattended, redelivery is charged at cost.
Title to rented equipment never passes to you. Risk passes to you on delivery and stays with you until the equipment is collected or received back at our warehouse.
4. Your responsibility during the rental
From the moment equipment is delivered until it is back in our possession, you are responsible for it. That includes secure storage before and after the event, safe handling by your staff or contractors, and loss or damage from any cause other than our own negligence.
Where we supply staffed service, our crew is responsible for the equipment while they are operating it. You remain responsible for it outside those hours, including overnight storage.
5. Returns and the 90% threshold
This is the clause that costs people money, so here it is plainly.
You must return at least 90% of the pouches supplied. Any shortfall below that threshold is charged at the full per-pouch replacement rate stated on your quote. Unlocking bases, chargers, cases and signage must be returned in full; they are not covered by the 90% allowance and each missing item is charged at replacement cost.
The 90% allowance exists because a small number of pouches leave a venue in a pocket at every large event. It is not a licence to lose stock, and it does not apply where equipment is lost through obvious neglect, such as being left unattended in a public area or discarded at load-out.
Who is responsible. For a self-service rental, the client is responsible for every pouch and every base from delivery until return, and the replacement charge falls to the client. For a staffed rental, Before The Internet is responsible for shortfalls arising during our staffed hours, and the client remains responsible for equipment outside those hours and for any shortfall caused by the client’s own staff, contractors or guests.
Damage. Ordinary wear is expected and is not charged. Pouches returned with torn fabric, a broken latch, liquid damage, adhesive residue or writing on them are charged at the replacement rate. A pouch that comes back still locked is charged at the replacement rate, because we cannot open it without the base and cannot rent it again.
Waiver. The replacement charge is waived where a genuine safety emergency meant phones could not be depouched, as set out in our operating procedures.
Counting. We count equipment on receipt at the warehouse and send you the count within five business days. If you disagree with it, tell us within ten business days and we will review it with you.
6. Sending it back
Self-service rentals include a prepaid return label and the original boxes. You may either book a scheduled courier pickup from the venue or drop the boxes at the nearest carrier location.
Equipment must be sent back within three business days of the event unless we have agreed a different date in writing. Late returns are charged a further rental period, because the stock is usually committed to another event.
Pack the equipment in the boxes it arrived in. If those boxes are damaged or lost, tell us and we will arrange replacements rather than have you improvise.
7. Cancellation and changes
More than 14 days before delivery
Cancel for a full refund of anything paid, less any custom printing already produced.
7 to 14 days before delivery
50% of the order value is payable.
Inside 7 days, or after shipping
The full order value is payable.
Postponement
We will move your booking once at no charge if you tell us more than 7 days before delivery and the new date is within 12 months, subject to availability.
Custom branded pouches
Non-refundable once printing has begun, at any point in the schedule.
If we cancel, or fail to deliver serviceable equipment in time for your event, you get a full refund. That refund is your sole remedy and our liability is capped as set out in our terms and conditions.
8. Purchases
Purchased equipment is yours on full payment. Purchases are non-returnable once used, and custom branded pouches are non-returnable in all cases. Unused, unopened stock in original packaging may be returned within 14 days of delivery for a refund less return shipping and a restocking fee.
We warrant purchased pouches against manufacturing defects for 12 months from delivery. That warranty covers the latch mechanism and the seams. It does not cover wear, misuse, deliberate damage, or attempts to force a pouch open.
9. International shipments
For events outside Canada and the United States, you are the importer of record. Duties, taxes, customs brokerage and any clearance delay are your responsibility. We will provide the documentation you need. Build extra time into international bookings: customs is the single most common cause of a late delivery.
Draft for review. These terms were written for this prototype and have not been reviewed by a lawyer. Have counsel check them before they go live, particularly the clauses on liability, marketing permissions and payment.