Policies & Procedures

RETRIEVING YOUR EQUIPMENT:

When you arrive at your resort, please locate the bellman and give them the first and last name on the reservation. They will either bring the unit around for you or hand you a key and point you in the direction of your rental. We guarantee an 8 A.M. delivery to the bellman for all rentals booked within 24hrs.

EXTENSIONS / or SHORTENED RENTALS:

 All extended rentals, or shortened rentals, MUST be called in. Emailing us is not recommended.

BATTERY LIFE / CHARGING:

You will find a battery charging cord in the pouch on the back of the scooter's seat.  It is required to bring up all equipment to your hotel room, especially electronic units, to charge overnight. Do not leave your equipment in the hallway or at the front office of your hotel. THEY ARE NOT responsible for charging your unit(s) or for maintaining its safety.  The guest is responsible for maintaining the charge of the unit. A scooter will not be replaced if the scooter has never received a charge.

Standard Scooters: An average of 6 hours of battery life is seen as long as the rider is less than 325 pounds.

Portable Scooters: An average of 5-6 hours of battery life is seen as long as the rider is less than 300 pounds.

Maxima Scooters: An average of 5-6 hours of battery life is seen as long as the rider is less than 500 pounds. 

Factors such as the hills and inclines at the parks, along with the weight of the rider, tend to put a little extra stress on the batteries.  We strongly advise and require charging the unit throughout your day at the parks and other attractions. Whether you're in a restaurant, on a ride, or in a show, charging it for at least 20-30 minutes (a few times throughout the day) will help sustain the battery life for extended visits in the park.

ISSUES DURING YOUR RENTAL:

If you should run into any issues, during your rental, please contact us at any one of the numbers tagged on your unit.  PLEASE BE ADVISED, battery life is the responsibility of the guest and we will not replace units that have been in use all day in the parks.  Should you have any mechanical issues with your scooter we will, first, try to trouble-shoot the issue over the phone.  However, if that does not rectify the issue we will send a driver to you, wherever you may be in the parks, with a replacement unit.

Unfortunately, we do not have the same permission for other parks and property, like we do with Disney World. If you experience issues while off of Disney property (EX: Universal Studios, SeaWorld, Aquatica, etc) we will be unable to enter that park. Give us a call, and we will need to bring the unit to the front gates of your park for a replacement. We do not service parks or attractions that are outside of the 10 mile radius from Disney World.

LEAVING VOICEMAILS AFTER HOURS:

We do close our phone lines at 9pm. Our lines prompt you to our voicemail box to leave messages. Please leave a thorough voicemail including your first and last name, unit number, the issue you are having, the location of the scooter and a contact number. We will have a representative contact you as soon as our phone lines are active at 8am.

If you encounter issues at the park, it is best to return the unit back to your resort. Each scooter has its own Neutral setting. This will release the brake, and will allow you to move the scooter without friction. Remember to shut-off the unit and remove the key to begin the Neutral process.  On the STANDARD/PORTABLE SCOOTERS, you'll find a YELLOW lever on the back of the unit and above the right tire.  On the MAXIMA SCOOTERS, you're going to find a black knob on the back of the unit. Pull UP for the Neutral setting. Remember to shut-off the unit and remove the key to begin the Neutral process.

If you are unable to return the unit back to your resort, and you find yourself at one of the Disney parks, please try to leave unit at the Wheelchair and ECV Rental Office at the front of each park. You may also leave unit where it is, if the scooter is not moving at all. Please keep the key with you. Leave us a thorough Voicemail that includes the end location of your unit.

*TIP:  You may find it helpful to slightly tip the unit onto the side of 2 wheels for an easier push.  This will avoid the scooter's safety feature from locking-up.

DAMAGE WAIVER:

This is an optional one-time charge of $20.00 that would cover any damage to the unit while in your possession, during the entire duration of your rental, whether it is damaged by the rider or someone else in the parks.  It DOES NOT cover lost keys or theft. If the Damage Waiver is declined, you will be held liable for those repairs. The Damage Waiver must be added per unit.

LOST KEY REPLACEMENTS:  $25 charge, non-refundable. 

LOST CHARGER REPLACEMENTS: $25 charge, non-refundable.

RAIN:

It is important to understand that scooters are comprised of electric components and must NOT get wet.  We strongly advise staying out of the rain, as much as possible.  If a unit gets too wet, it is possible it may seize up, and not run properly.  If a unit seizes up due to rain, the components will need time to dry out before it will operate. The time may vary due to dampness. If you hear a beeping sound coming from a unit that was exposed to rain that is a warning indicator that the components are damp.  Any further dampness could result in an inoperable piece of equipment. You can cover the control panel (on the steering column) and the charging cord to avoid some damage.   You may use a poncho or thick plastic bag (similar to Disney Store bags) to cover the crucial parts. Please be aware, this may assist from water contact but will NOT prevent it.

CHARGE CARD PROCEDURES:

Upon booking a rental, we will take down your credit card information in order to hold the reservation. We charge the card on file for the full amount of the rental 7 days prior to the initial start date of the reservation.  (EX: A rental beginning January 8th will be charged January 1st) If your reservation is booked on the same day or within 7 days of the start date, it will be charged for the full amount upon booking.

CANCELLATION POLICY:

Any reservation cancelled 48 hours, or greater, prior to the original start date will receive a full refund.   Any cancellation within this 48 hour period (based on an 8 o'clock start time) will be charged our one day rate and the difference will be refunded back to you.

(EX: Rental begins on January 3. You must cancel by 8am on January 1st to receive a full refund.)

Under 48 hours cancellation (tax will be added after):

  • Standard/Portable: $51
  • Maxima/ Power Chair: $61
  • Wheelchair: $20
  • Single Strollers: $40
  • Double Strollers: $50

If you are cancelling the same day you booked the rental, we will keep a convenience fee of $15 and the rest will be refunded. You will be notified of this policy upon booking.

RETURNING EQUIPMENT:

It is required that all equipment be delivered back to the bellman no later than 9:30am, the morning after the rental is complete.  All equipment that will be dropped off at our warehouse location will be required back no later than 11:00am after the rental is complete.  For Meet & Greet resorts, the call is required no later than 10am. Any equipment NOT returned by the specified time, will automatically be charged one additional rental day.