Cancellations, Refunds and Disputes

1. If a Hirer Cancels

When a Hirer cancels a confirmed booking:

• The refund will be determined by the applicable cancellation policy.
• Any amount payable to the Owner will be calculated according to the booking terms.
• Owners should not request or accept separate cancellation payments outside Local Hire Marketplace.
• The equipment should be made available for new bookings once the cancellation is confirmed.

2. If You Need to Cancel a Booking

Owners should only cancel when genuinely necessary, such as when equipment becomes unsafe, damaged or unexpectedly unavailable.

If you need to cancel:

1. Notify the Hirer as soon as possible.
2. Explain the reason clearly and honestly.
3. Cancel the booking through Local Hire Marketplace.
4. Do not provide unsafe or substitute equipment.
5. Contact Local Hire Marketplace Support if assistance is required.

Repeated or avoidable Owner cancellations may affect your reputation and ability to receive future bookings.

3. Refunds

A Hirer may be entitled to a full or partial refund when:

• The Owner cancels the booking.
• The equipment is unavailable at the agreed collection time.
• The equipment is unsafe or not working as described.
• The equipment is materially different from the listing.
• A refund is otherwise required under the applicable cancellation policy, booking terms or Australian Consumer Law.

Owners should not issue cash or off-platform refunds. Approved refunds should be processed through Local Hire Marketplace and returned to the Hirer’s original payment method. Bank processing times may vary.

Security deposit releases and damage claims are handled separately from booking refunds.

4. Booking Changes and Extensions

Any changes to the hire dates, price, collection arrangements or return time should be agreed upon through Local Hire Marketplace before taking effect.

Do not rely on verbal agreements alone. Keeping the updated arrangements in the platform’s messaging system provides a clear record for both parties.

5. Resolving a Dispute with a Hirer

If a disagreement occurs:

1. Communicate calmly and respectfully with the Hirer.
2. Explain the issue clearly and propose a reasonable solution.
3. Keep all communication within Local Hire Marketplace.
4. Review the listing, booking terms and condition records.
5. Provide relevant evidence, such as photographs, messages, receipts or repair quotes.
6. Allow the Hirer a reasonable opportunity to respond.

Most issues can be resolved directly when both parties communicate openly and consider the available evidence.

6. Requesting Support

If you cannot reach an agreement, contact Local Hire Marketplace Support and provide:

• The booking details.
• A clear description of the issue.
• Relevant platform messages.
• Before-and-after photographs.
• Equipment inspection records.
• Repair quotes, invoices or receipts.
• Any other information supporting your position.

Local Hire Marketplace may review the information provided and assist with the dispute in accordance with its policies and terms.

7. Help Prevent Disputes

Owners can reduce the risk of disputes by:

• Keeping listings accurate and up to date.
• Clearly stating booking and return requirements.
• Photographing equipment before and after every hire.
• Recording existing damage and included accessories.
• Providing operating and safety instructions.
• Communicating promptly through the platform.
• Keeping receipts and maintenance records.

Clear expectations, good records and respectful communication help create a fair hire experience for everyone.

Further Information

For further information, Owners should also review the Complaints and Disputes and Cancellations and Refunds Policy.