We're here to help you

Check our frequently asked questions or contact us

Rental

What's included in the price?

The prices shown on the website include the rate corresponding to the rental duration. You need to add the products to your order to see the final calculation including VAT and insurance.

I want to rent equipment for longer than 7 days.

To find out the rates for rentals longer than 7 days, please contact us by email or phone, letting us know the equipment you need and the rental duration.

You can also select a one-day rate for all the equipment you need to rent and let us know the exact delivery and return dates in the order comments.

Our equipment is intended exclusively for professionals in the audiovisual sector. To register as a new customer and place an order, you will need to provide proof of professional status and receive authorisation from our administrative department (this process can take around 30 minutes).

What documentation do you require?

We will not hand over the order if the person collecting the equipment cannot provide identification.

Do the equipment batteries come charged?

If your order includes batteries, a full charge is not guaranteed. Due to temperature changes or internal battery factors, batteries can lose charge on their own even without being used.

Can I rent equipment over the weekend?

Our opening hours are Monday to Friday, 8:30 am to 7:45 pm. Although we are closed on Saturdays and Sundays, you can book delivery or return of your order for an additional fee starting at 150 euros, by appointment only.

How do the coefficients work?

Coefficients are a tool we use to calculate the cost of renting our equipment in a fair and transparent way, based on how long you need it. Instead of charging a fixed rate per hour or day, we adjust the price according to a proportional value based on the length of use.

The coefficient system works by applying a scale that proportionally reduces the price the longer you rent for. So, if you rent for several days or weeks, the cost per day will be lower than if you rent for just one day.

Booking

Can I cancel or change my booking?

Yes, it’s very easy. You can cancel or change your booking by emailing us at se.orplausiva@ncb or se.orplausiva@dam. Remember to check the rental terms before making any changes.

How do I know if my order is confirmed?

Once you have completed the order form, we will send you an email with all the information needed to finalise your booking.

Insurance

What isn't covered by the insurance?

The insurance does NOT cover damage caused by misuse of the equipment by the customer. This includes situations such as a broken camera card port, sensor exposure to lasers, damage from incorrectly assembling the equipment, etc. Also excluded from coverage are breakdowns or damage due to use, lack of skill, negligence, electrical and magnetic damage, scuffs and/or scratches, software damage, latent defects, theft, fraud, misappropriation, and contamination damage. This also applies to the use and damage of equipment on drones.

What does the insurance cover?

The equipment is insured during transport against the risk of loss, damage and/or expense resulting from accidents involving the carrying vehicle. During on-site periods (setup and filming), the insurance covers theft, fire, breakage, water damage, etc., and has been specifically extended to cover lens breakage. For more details, please refer to the rental terms and conditions.

Deposit

How long does it take to get my deposit back?

It depends on how you paid it: if you paid in cash, the refund is immediate. For bank transfers, we process the transfer as soon as the equipment is returned, and it will reach you within a maximum of 24-48 hours, depending on your bank. Finally, if you paid by credit card, it will arrive within a maximum of 8 calendar days, also depending on your bank.

Is a deposit required?

All orders include a deposit based on the type of equipment rented. The minimum deposit is €50.

Payment

What payment methods are available?

You can pay in cash, by card or by bank transfer.

How do I pay the delivery driver?

Payment for the rental plus the deposit is made at the time of delivery. That’s why our delivery drivers carry a portable card reader so you can pay by card. Alternatively, if you’d like to pay in cash, please let us know in advance how much cash you’ll be paying with, as we cannot guarantee the driver will have change; if you’re unable to pay the exact amount, the change will be added to the deposit and returned to you together with it when the equipment is returned.

When is the order paid?

If you want to pay in cash or by card, payment for the rental plus the deposit will be made at the time of equipment delivery, whether at our offices or directly to the delivery driver. If you pay by bank transfer, the payment must be reflected in our account the day before the equipment is delivered.

If this is your first time renting from AVisual, one of the payments must be made by credit card.

Delivery

When is delivery free?

Delivery is free for orders of €25 or more (+VAT). This service is limited to a certain delivery radius and is subject to availability.

Where does the delivery driver leave the equipment?

Delivery does not include carrying the equipment up to your home or assembly. The delivery driver will hand over the equipment at street level.

Is the agreed delivery time respected?

We do our best to stick to the agreed delivery times, although there are external factors beyond our control, such as traffic. Pick-up times are approximate, with a margin of around 3 hours. This is because when deliveries and returns overlap, deliveries take priority.

What happens if my street cannot be accessed?

If the specified address cannot be accessed for any reason (e.g. roadworks, closed streets, pedestrian zones, restricted access hours, etc.), we will deliver the order as close as possible to that location.