Damage, Breakdowns and Accidents

1. Put Safety First

If an incident occurs:

• Stop using the equipment immediately.
• Switch it off and isolate the power source, if safe to do so.
• Move away from any immediate danger.
• Do not attempt repairs unless authorised and qualified.
• Call 000 if anyone is injured or there is an immediate danger.
• Contact the relevant emergency services or police where required.

Never continue using equipment that appears damaged, unsafe or faulty.

2. If the Equipment Is Damaged

If accidental damage occurs during the hire:

1. Stop using the equipment.
2. Notify the Owner as soon as possible through Local Hire Marketplace messaging platform.
3. Explain what happened clearly and honestly.
4. Take photographs or videos of the equipment, damage and surrounding area.
5. Keep the equipment secure and protected from further damage.
6. Follow the Owner’s reasonable instructions regarding inspection, repair or return.

Do not attempt to hide damage or organise repairs without the Owner’s permission.

3. If the Equipment Breaks Down

A breakdown does not always mean the Hirer is responsible. Equipment can fail because of mechanical problems, normal wear or an existing fault.

If the equipment breaks down:

• Stop using it immediately.
• Check the supplied operating instructions for basic troubleshooting steps.
• Do not dismantle or modify the equipment.
• Contact the Owner and describe the problem.
• Provide photographs, videos or error codes where possible.
• Wait for instructions before arranging repairs, towing or replacement equipment.

The Owner may organise troubleshooting, collection, repair or another suitable solution.

4. If There Is an Accident

If the equipment is involved in an accident:

• Check whether anyone is injured.
• Call 000 in an emergency.
• Secure the area where it is safe to do so.
• Notify the Owner and Local Hire Marketplace as soon as possible.
• Record the date, time, location and details of what happened.
• Take photographs or videos of the equipment, property damage and surrounding area.
• Obtain the names and contact details of witnesses or other involved parties.
• Report the incident to police or another relevant authority where required.

Do not leave damaged equipment unattended unless remaining at the location would be unsafe.

5. Keep Evidence and Records

Useful information may include:

• Photographs taken before collection.
• Photographs or videos taken after the incident.
• Messages between the Hirer and Owner.
• Witness details.
• Police or incident report numbers.
• Repair assessments, quotes or receipts.
• Details of how and when the equipment was being used.

Keep all communication through Local Hire Marketplace where possible.

6. Repairs and Costs

Responsibility for damage or repair costs will depend on the circumstances, available evidence, booking terms and whether the issue resulted from accidental damage, misuse, negligence, fair wear and tear or an existing fault.

Hirers should not approve repairs or make direct payments without first following the appropriate Local Hire Marketplace process.

Owners should not arrange repairs until the damage has been properly documented, except where immediate action is necessary to prevent further loss or danger.

Quick Incident Checklist

• Stop using the equipment
• Make the area safe
• Call emergency services if required
• Notify the Owner
• Notify Local Hire Marketplace when necessary
• Take photographs or videos
• Record incident and witness details
• Secure the equipment
• Do not carry out unauthorised repairs
• Keep all messages, reports and receipts

Prompt and honest communication helps the Owner, Hirer and Local Hire Marketplace resolve the situation safely and fairly.