1️⃣ 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.

2️⃣ How long can I rent the items?

The rental period starts on your delivery date and ends on your return date (as selected during booking).

Items must be returned or made available for courier collection on or before the return date.

Late returns will incur a penalty of RM100 per day.

If you need an extension:

• Request it at least 24 hours before your return date
• Approval is required

3️⃣ Is a security deposit required?

Yes. A refundable security deposit is collected during booking.

• The deposit amount depends on the item
• The amount 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
• Requiring deep cleaning

If repair or replacement costs exceed the deposit, you will be billed for the balance.

4️⃣ 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.

Important:

• Someone must be available to receive the delivery
• Items must be repacked in the original packaging
• Failed pick-ups due to unavailability may incur extra handling fees

5️⃣ Who is responsible for loss or damage?

All items remain the property of LosOn.

You are responsible for them during your rental period.

Loss, theft, irreparable damage, or severe wear may result in charges up to the full replacement cost.

Minor damages or cleaning issues will be charged at repair/cleaning rates.

Outstanding charges must be settled within 7 days of receiving our invoice.

6️⃣ Are the items cleaned before I receive them?

Yes. Every item is professionally cleaned and sanitized before rental.

You must return items in reasonably clean condition.

Additional cleaning fees may apply for:

• Excessive dirt
• Strong odors
• Spills

Items with permanent stains, mold, or contamination will be treated as damaged.

7️⃣ Can I cancel or get a refund?

Yes — depending on when you cancel:

✅ Full refund:
Cancellations made at least 10 days before the reserved date.

⚠️ 50% refund:
Cancellations made at least 5 days before the reserved date.

❌ No refund:
Cancellations made less than 5 days before the reserved date,
or if items have already been shipped,
or in cases of no-shows.

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

8️⃣ What if the item I want is unavailable?

If an item becomes unavailable due to damage, delays, or operational issues:

• We may provide a substitute 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.

9️⃣ What if I notice a problem upon delivery?

Please inspect your items immediately upon receipt.

If you notice any issues, report them within 24 hours to customer support.

Otherwise, the item will be considered accepted in good condition.

🔟 What happens if I refuse to pay damages or late fees?

Failure to settle outstanding charges may result in:

• Legal recovery action
• Involvement of a collection agency
• Suspension from future rentals

1️⃣1️⃣ Does LosOn take responsibility if my trip is disrupted?

No.

LosOn is not liable for:

• Travel delays
• Cancellations
• Personal injury
• Loss or damage to belongings
• Indirect or incidental damages caused by rented items

1️⃣2️⃣ Which laws govern this agreement?

All rentals are governed by the laws of Malaysia.

Any disputes will be handled in Malaysian courts.