10L Concentrator Rental, monthly

Cleveland HME: Rental Policies & FAQs

To ensure your home medical equipment (HME) experience is seamless and your equipment remains in top condition, we have outlined our core policies and answers to common questions below.

1. Core Rental & Billing Terms

Cycle & Billing Architecture

• The 28-Day Billing Cycle: Rentals are billed in strict 28-day increments, not calendar months. Your cycle initiates on the day of delivery/pickup and automatically renews every 28 days.
• Autopay Requirement: A valid credit card must remain on file. Processing occurs automatically on day 1 of each new cycle to guarantee uninterrupted access to life-essential equipment.
• Declined Payment Protocol: If a card declines, an automated text/email notification is sent immediately. The customer has a 48-hour grace period to update payment before a $25 late fee is applied and a equipment repossession warning is issued.
• Prerorating Policy: We do not pro-rate or issue partial refunds if equipment is returned early. Once a 28-day cycle begins, that block of time is non-refundable.

Modifications & Cancellations

• 48-Hour Off-Ramp: You must notify us at least 48 hours prior to your renewal date to schedule a pickup or return the equipment to our showroom to prevent the next automatic charge.
• Rental Equity ("Rent-to-Own"): 50% of your first 3 months of rental payments can be credited toward purchasing a brand-new unit of the same category. This option expires on day 90 of your rental agreement.

2. Equipment Care, Protection & Logistics

Maintenance & Damage Boundaries

• Normal Wear-and-Tear: Covered 100% by Cleveland HME. This includes standard battery capacity decay, routine oxygen filter swaps, and structural checks.
• Negligence & Abuse Tier: The renter is fully liable for damage outside normal use (e.g., pet damage, liquid spills on electronics, outdoor use of indoor-only devices).
• Repair Labor Rate: Out-of-warranty or negligent repairs are billed at $95/hour plus the exact wholesale cost of parts.

Battery Management Rules (Scooters & Power Chairs)

• Daily Charge Mandate: High-capacity medical batteries must be charged daily for 6–8 hours.
• Deep Discharge Penalty: Allowing a battery to drop to 0% repeatedly damages the chemical cells. If a battery is completely ruined due to chronic non-charging, a $150 to $300 replacement fee will be assessed.

Delivery & Field Operations

• "Dry Run" Penalty: A $50 fee is charged if our technician arrives for a scheduled delivery/pickup and you are not home, or the equipment is inaccessible.
• Showroom Returns: Avoid pickup fees entirely by returning clean equipment directly to our retail showroom during regular business hours.

3. Hygiene, Sanitation & Medical Safety

Structural Sanitation Rules

• "Patient Ready" Standard: Every item undergoes a multi-point mechanical inspection and a hospital-grade chemical sanitization process prior to deployment.
• Waterproof Mattress Protection: All rental hospital bed mattresses must be fitted with a waterproof mattress protector.
• Biological Stain Fee: If a mattress is returned with biological stains (blood, bodily fluids), it cannot be legally re-rented. A $250 replacement fee will be instantly charged to the card on file.
• Single-Patient Consumables: Items like oxygen tubing, nasal cannulas, and CPAP masks are single-patient use only. They are yours to keep and are never re-rented or returned.

4. Operational "If / Then" Scenarios

Use this quick-reference matrix for handling sudden field and billing situations:

IF This Scenario Occurs...THEN Execute This Action...Equipment breaks down outside business hours.

Life-Sustaining (Oxygen): Emergency tech dispatched within 2 hours.

Standard (Beds/Wheelchairs): Handled next business day.

An item is damaged by an airline.The renter remains100% liablefor repairs. The renter must file a property claim directly with the airline's baggage service.A customer requests a different size/model.Swap allowed within the first 72 hours. A$35 swap feeapplies unless an upgrade increases the base rental rate.The equipment is stolen from a residence.The renter must provide Cleveland HME with an officialPolice Report within 48 hours, or they will be billed full retail MSRP for the unit.A customer wants to cancel on day 3 of a cycle.Equipment is picked up to stop future cycles, butno refundis issued for the current, active 28-day block.

5. Staff SOPs (Standard Operating Procedures)

Intake & Pre-Delivery Workflow

1. Verify Payment: Confirm the credit card on file is active and passes a pre-authorization check for the first cycle plus delivery fees.
2. Execute Agreement: Ensure the digital rental contract is signed via email or in-person before loading the vehicle.
3. Assemble Intake Pack: Pack the equipment manual, emergency contact magnets, and any single-use items (cannulas, sheets).

Field Delivery & Patient Education

1. Environment Hazard Check: Evaluate the home for structural hazards (e.g., stairs too steep for a scooter, lack of a grounded 3-prong outlet for an oxygen concentrator).
2. Patient Demo: Walk the user through a live operational test. For power mobility items, have them drive the unit in front of you.
3. Mattress Sign-off: Visually point out the pristine condition of the mattress and point to the waterproof cover requirement in their physical packet.

6. High-Conversion FAQ (Frequently Asked Questions)

Q: Do you accept Medicare, Medicaid, or private health insurance?

A: No. Cleveland HME is a 100% private-pay (cash-based) provider. By cutting out insurance bureaucracy, we bypass the typical 3-to-6 month waiting periods and strict medical necessity hurdles. We happily provide itemized medical receipts if you wish to submit an out-of-network claim to your provider for potential reimbursement.

Q: What happens if my equipment stops working in the middle of the night?

A: For life-sustaining devices like Oxygen Concentrators, we operate a 24/7/365 emergency phone line and will dispatch a technician immediately if troubleshooting fails. For non-life-sustaining gear (wheelchairs, lift chairs, luxury hospital beds), we guarantee priority service or a complete equipment swap within 24 to 48 business hours.

Q: Can I take my rental scooter or power chair on a commercial airline flight?

A: Yes, you can. Please notify us at least 72 hours before your flight so we can supply you with the official Battery Safety Data Sheet (MSDS) required by airline security. Note that you assume full financial liability for any structural or cosmetic damage caused by airline baggage handlers.

Q: Are there financial incentives for long-term rentals?

A: Yes, we offer significant pre-pay discounts for extended recovery periods:

• 3-Month Pre-pay: 10% off the total monthly rate.
• 6-Month (or longer) Pre-pay: 15% off the total monthly rate.

Q: Can I change my mind and get a refund after the equipment is delivered?

A: No. Once medical equipment enters a residential home and is set up, the first 28-day rental fee and delivery charges are completely non-refundable. If you are unsure about an item's fit, size, or comfort level, we highly encourage you to visit our Cleveland showroom to test-drive the equipment before booking a home delivery.