Cancellations, Refunds and Disputes

1. Cancelling a Booking

Before cancelling, review the cancellation conditions shown on the listing and booking confirmation.

Your refund may depend on:

• When you cancel
• Whether the booking has started
• The owner’s cancellation terms
• The reason for the cancellation
• Any costs already incurred

To cancel, open the booking in your Local Hire Marketplace account and follow the cancellation process. Sending the owner a message may not cancel the booking by itself.

Contact the owner as early as possible if your plans change.

2. If the Owner Cancels

If the owner cannot provide the equipment:

• Ask them to confirm the cancellation through the platform
• Keep all communication on Local Hire Marketplace
• Check that the booking status has been updated
• Contact Support if the booking is not properly cancelled

Any refund will be determined by the applicable booking terms and policies.

3. Refunds

Approved refunds are returned to the original payment method. The amount refunded depends on the booking terms, Cancellation & Refunds policy and the circumstances.

Processing times may vary depending on Stripe, your bank or card provider.

Never arrange refunds or additional payments outside Local Hire Marketplace.

4. Security Deposits

The return of a security deposit may be delayed if the owner reports:

• Equipment damage
• Missing equipment or accessories
• Late return
• Excessive cleaning
• Other unpaid booking charges

Any proposed charge must be handled through the applicable Local Hire Marketplace process.

5. Resolving a Dispute

Try to resolve the issue directly with the owner first.

1. Contact the Owner

Explain what happened, provide supporting information and clearly state the outcome you are seeking.

2. Keep Evidence

Useful evidence may include:

• Collection and return photos
• Handover checklists
• Booking messages
• Payment records
• Photos or videos of damage or faults
• Receipts or incident reports

3. Contact Support

If you cannot reach an agreement, contact Local Hire Marketplace Support with your booking reference, a summary of the issue and all relevant evidence.

Support may review information from both parties and assist under the applicable terms and policies.

6. Damage, Breakdowns or Unsafe Equipment

If equipment is damaged, breaks down or appears unsafe:

1. Stop using it immediately.
2. Secure it against further damage.
3. Contact the owner through Local Hire Marketplace messaging platform.
4. Take clear photos or videos.
5. Do not arrange repairs without approval.
6. Contact Support if the matter cannot be resolved.

7. Avoiding Disputes

Before and after each hire:

• Read the listing and owner’s terms
• Inspect the equipment at collection
• Record existing damage
• Take collection and return photos
• Follow all operating instructions
• Report problems immediately
• Return the equipment clean and on time
• Keep all communication on the platform

This guide provides general information. The applicable booking terms, Local Hire Marketplace Cancellation & Refunds policy and Australian consumer laws will apply.