Cancellations & Refunds Policy

Cancellations by the Hirer

We understand that plans can change. Our cancellation policy is designed to be fair to both hirers and owners by protecting genuine bookings while allowing flexibility where possible.

Before the Hire Starts

More than 24 hours before the hire start time

• Full refund of the hire fee.
• Any refundable security deposit will be returned in full.
• Platform service fees may be non-refundable unless required by law.

Less than 24 hours before the hire start time

• No refund.
• Security deposit refunded in full if no claims have been made.
• Platform service fees may be non-refundable.

Owners are encouraged to offer flexibility where possible, particularly in exceptional circumstances.

Cancellations by the Owner

If an owner cancels a confirmed booking before the hire begins:

• The hirer will receive a full refund of all amounts paid.
• The owner may receive an account warning or other action if cancellations occur repeatedly without a valid reason.
• Local Hire Marketplace may assist the hirer in finding a suitable alternative item where available.

Owners should only accept bookings they are confident they can fulfil.

Failure to Collect Equipment

If the hirer does not collect the item at the agreed time or within 30 minutes either side of booking time and has not made alternative arrangements with the owner:

• The booking may be treated as a cancellation.
• Refunds will be handled according to the cancellation timeframes above.
• Owners are not required to hold the item beyond the agreed collection time unless both parties agree.

Early Return

Returning equipment before the agreed end of the hire period does not automatically entitle the hirer to a refund.

Refunds for Faulty or Misrepresented Equipment

If equipment is unsafe, significantly different from its listing, or cannot reasonably be used for its intended purpose:

1. The hirer should notify the owner immediately.
2. The hirer should provide photos or videos where possible.
3. Both parties should attempt to resolve the issue directly.

Where an agreement cannot be reached, Local Hire Marketplace may review the available evidence and determine an appropriate outcome, which may include a full or partial refund.

Weather-Related Cancellations

Many hired items are used outdoors and weather conditions can change unexpectedly.

Unless the listing specifically states otherwise:

• Weather does not automatically qualify for a refund when inside 24 hours of booking collection.
• Owners and hirers are encouraged to work together to reschedule the booking where practical.
• Any refund or credit remains at the owner's discretion unless otherwise agreed.

Security Deposits

Security deposits are separate from hire fees.

Provided the equipment is returned on time, in the same condition (allowing for fair wear and tear), and all hire obligations have been met, the security deposit will be released back to the hirer after the owner has completed the return inspection.

Processing Refunds

Approved refunds will generally be processed back to the original payment method.

Processing times may vary depending on your financial institution but typically take 3–10 business days after the refund has been approved.

Disputes

Local Hire Marketplace encourages owners and hirers to communicate respectfully and resolve issues directly wherever possible.

If the parties are unable to reach an agreement, Local Hire Marketplace may review booking information, communications, photographs and any other relevant evidence to determine a fair outcome in accordance with these Terms and Australian Consumer Law.

Our decisions are intended to be fair and impartial, but they do not limit any rights either party may have under Australian Consumer Law.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law (ACL).

Where the ACL applies, consumers are entitled to the protections and guarantees provided by law.

Refer to our full Terms & Conditions.We understand that plans can change. Our cancellation policy is designed to be fair to both hirers and owners by protecting genuine bookings while allowing flexibility where possible.