LosOn – Frequently Asked Questions (FAQ)

1. How do I book a rental with LosOn?
All reservations must be made through our official website or mobile app. We do not accept bookings via phone, email, or social media. Once you complete checkout, you confirm that you’ve read and agreed to our Terms & Conditions.

2. How long can I rent the items?
The rental period starts on your delivery date and ends on your return date, as chosen during booking. Items must be returned or made available for courier collection on or before the return date. Late returns will incur a RM100 per day penalty, unless you request an extension at least 24 hours before the return date and it is approved.

3. Is a security deposit required?
Yes. A refundable security deposit is collected during booking. The deposit amount depends on the item and is shown at checkout. It will be refunded within 3 business days after items are returned in good condition. Deductions may apply if items are damaged, missing, heavily soiled, or require deep cleaning. If the cost of repair or replacement is higher than the deposit, you will be billed for the balance.

4. How does delivery and return work?
We use trusted courier partners or designated pick-up/drop-off points. Delivery and return options, including charges, are shown at checkout. Someone must be available to receive the delivery at your address. Items must be repacked in the original packaging for return. Failed pick-ups due to customer unavailability may incur extra handling fees.

5. Who is responsible for loss or damage?
All items remain the property of LosOn. You are responsible for taking care of them during your rental. Loss, theft, irreparable damage, or severe wear will result in charges up to the full replacement cost. Minor damages or cleaning issues will be charged at repair/cleaning rates. Any outstanding charges must be settled within 7 days of receiving our invoice.

6. Are the items cleaned before I receive them?
Yes. Every item is professionally cleaned and sanitized before rental. You must return items in a reasonably clean condition. Items returned with excessive dirt, odors, or spills may incur a cleaning fee. Items with permanent stains, mold, or contamination will be treated as damaged.

7. Can I cancel or get a refund?
Yes, depending on when you cancel:

• Full refund: Cancellations at least 48 hours before delivery.
• 50% refund: Cancellations within 48 hours of delivery.
• No refund: If items have already been shipped or in case of no-shows.

Refunds will be processed to your original payment method within 3 business days.

8. What if the item I want is unavailable?
If an item is unavailable due to damage, delays, or operational issues, LosOn may provide a substitute item of equal or higher value at no extra cost. You will be notified in advance. If no suitable substitute is available, you will receive a full refund for that item.

9. What if I notice a problem with my item upon delivery?
Please inspect your items immediately upon receipt. If you notice any issues, report them within 24 hours to our customer support team. Otherwise, the item will be considered in good condition at the start of your rental.

10. What happens if I refuse to pay for damages or late fees?
Failure to settle outstanding charges may result in legal recovery action or involvement of a collection agency. You may also be suspended from future rentals until all dues are cleared.

11. Does LosOn take responsibility if my trip is disrupted?
No. LosOn is not liable for travel delays, cancellations, or disruptions, personal injury, loss, or damage to your belongings, or any indirect or incidental damages caused by rented items.

12. Which laws govern this agreement?
All rentals are governed by the laws of Malaysia. Any disputes will be handled in Malaysian courts.