Frequently asked questions

Payments must follow the outlined schedule in the rental agreement, with the final payment due no later than the agreed-upon date. Failure to meet payment deadlines will result in interest charges and may delay delivery. ZenSpace reserves the right to suspend services until outstanding payments are cleared.

Cancellation more than 30 days before the event: ZenSpace will provide a future event credit for up to 50% of the contract value (based on payments made), with the remaining paid amount refunded. The credit must be used within 12 months. Cancellation within 30 days of the event: 50% of the contract value is forfeited. Any amount paid beyond the forfeited 50% remains as a future event credit (usable within 12 months), and no cash refunds will be issued for this credit.

If a pod or rented equipment experiences a technical failure that ZenSpace cannot resolve within a reasonable time (e.g., one hour for critical issues like power or connectivity), ZenSpace will offer a partial refund for the affected item. For minor issues that do not impact primary functionality, ZenSpace may offer a discount or service credit at its discretion.

If the delivery truck arrives at least 8 hours prior to the event start time and the ZenSpace team completes setup, no refund will be issued. In the event of a delay preventing setup before the event begins, ZenSpace will discuss the delay with the Host to determine an appropriate resolution, which may include up to a 100% credit toward the Host’s next event.

Yes. Refunds will be issued only for the portion of the rental that is damaged or rendered unusable. For example, if a pod door is broken or a pod is non-functional, ZenSpace will refund only that pod’s portion of the contract. For vinyl graphics, refunds apply solely to the damaged wall panel or graphic section.