help & support centre

how do i list a tool?

click "post a tool" in the header. fill in the tool details, upload photos, set your pricing and availability. listings are reviewed within 24 hours. once approved, your tool goes live and can be booked immediately.

what tools can i list?

most tools and equipment are accepted: power tools, garden equipment, access equipment (ladders, scaffolding), cleaning machines, concrete/masonry tools, testing equipment, etc. tools must be in safe working condition. we don't accept: damaged tools, recalled items, or tools requiring special licenses (unless verification is possible).

how much should i charge?

pricing depends on tool type, condition, and local demand. as a guide: power tools £15-40/day, mini diggers £80-150/day, pressure washers £12-25/day. check similar listings in your area. our system suggests prices based on your tool category and location.

when do i get paid?

payment is released 24 hours after the hire period starts (allowing time to confirm collection). funds are transferred to your bank account within 3-5 working days. you can track all earnings in your account dashboard.

what fees do you charge?

we charge 15% commission on completed hires. this covers payment processing, customer support, and platform maintenance. there are no listing fees or monthly charges. you only pay when you earn.

can i reject booking requests?

yes, you have full control. review each hirer's profile, ratings, and verification status before accepting. you can decline any request without penalty. however, maintaining an acceptance rate above 80% helps your listings rank higher in search results.

what if my tool gets damaged?

damage is covered by the hirer's security deposit. for major damage, report immediately through your account dashboard. we'll guide you through the claims process and help mediate a fair resolution.

how do i handle collection and return?

you choose: hirers collect from your location (free), or you offer local delivery (set your own charge). arrange a specific time through our messaging system. inspect the tool together at collection and return. take photos if there's any damage. confirm return in your account to release the deposit.

what if a hirer returns the tool late?

late returns are charged automatically at your daily rate. if a hirer is more than 24 hours late without communication, contact our support team. we'll help recover your tool and may suspend the hirer's account.

do i need business insurance?

if you're earning over £1,000/year from tool hire, you should inform hmrc and may need to register for self-assessment tax. consult an accountant for tax advice. You may also want to check with your insurer about your tool hire activities.

how do i hire a tool?

browse tools by category or search for what you need. select your hire dates and click "request booking". the owner will review your request (usually within 24 hours). once accepted, pay online and arrange collection. it's that simple.

what do i need to hire?

you need a verified account with photo id (driving licence or passport) and proof of address (utility bill, bank statement, or council tax bill dated within last 3 months). you'll also need a payment card for the hire fee and security deposit.

how much does it cost?

prices vary by tool and owner. you'll see the daily/weekly rate on each listing. you'll also pay a refundable security deposit (typically £50-500). the deposit is returned within 48 hours after you return the tool in good condition.

can i extend my hire period?

yes, if the tool is available. message the owner through your account dashboard to request an extension. if approved, you'll be charged for the additional days at the same daily rate.

what if the tool doesn't work?

all tools are checked before hire. if a tool develops a fault during normal use, contact the owner immediately through the messaging system. they should provide a replacement or full refund. report within 24 hours.

what if i damage the tool?

minor wear and tear is expected. for accidental damage, inform the owner immediately. repair costs are deducted from your deposit. if damage exceeds the deposit, you're liable for the difference. never hide damage - it may affect your ability to hire in the future.

do i need insurance?

you may want to check with your home or business insurance provider about coverage for hired equipment. security deposits protect tool owners against damage. you are responsible for the tool during the hire period and liable for any damage beyond normal wear and tear.

what if i need to cancel?

cancellation policy depends on timing: more than 48 hours before hire start = full refund. 24-48 hours = 50% refund. less than 24 hours = no refund (owner has already prepared the tool). cancel through your account dashboard.

can i collect outside normal hours?

this depends on the owner. many owners offer flexible collection times including evenings and weekends. discuss timing through the messaging system before booking. be respectful of the owner's availability.

how does payment work?

hirers pay online when booking is confirmed. payment includes hire fee + security deposit. we hold the funds securely. hire fee is released to the owner 24 hours after hire starts. deposit is returned to the hirer 48 hours after tool is returned in good condition.

what payment methods do you accept?

we accept all major debit and credit cards (visa, mastercard, amex). payments are processed securely through stripe. we don't accept cash, cheques, or bank transfers for safety reasons.

when is my deposit returned?

deposits are returned within 48 hours after the owner confirms the tool has been returned in good condition. if there's damage, the owner submits a claim with photos and repair quotes. we review claims within 3-5 working days and release the remaining deposit.

what if i dispute a deposit deduction?

if you disagree with a deposit deduction, contact our support team within 48 hours. provide photos from collection showing the tool's condition. we'll review evidence from both parties and make a fair decision. our decision is final.

are there any hidden fees?

no. the price you see is what you pay (hire fee + deposit). owners may charge for delivery if you choose that option. late returns are charged at the daily rate. that's it. no booking fees, service charges, or hidden costs.

general safety rules

• • always read the tool's instruction manual before use
• • wear appropriate ppe (safety glasses, gloves, ear protection, etc.)
• • inspect tools before use - don't use damaged equipment
• • never modify or disable safety features
• • keep work area clean and well-lit
• • never use tools under the influence of alcohol or drugs
• • keep children and pets away from work areas
• • if unsure how to use a tool safely, ask the owner or seek training

electrical safety

• • check cables and plugs for damage before use
• • use rcd (residual current device) protection for outdoor work
• • never use electrical tools in wet conditions
• • unplug tools before changing accessories or adjusting
• • don't overload extension leads

power tool safety

• • secure workpieces with clamps, never hold by hand
• • let tools reach full speed before cutting
• • never force a tool - let it work at its own pace
• • disconnect power when changing blades or bits
• • keep guards in place and working properly

ladder & access equipment safety

• • inspect for damage before each use
• • set up on firm, level ground
• • maintain 3 points of contact when climbing
• • don't overreach - move the ladder instead
• • follow weight limits (check ladder rating)
• • never use ladders in high winds

reporting safety issues

if you receive a tool with safety concerns (damaged guards, frayed cables, missing parts), do not use it. contact the owner immediately and report it to our support team. we take safety seriously and will investigate all reports.

what if there's a problem with my hire?

first, try to resolve it directly with the other party through our messaging system. most issues are resolved quickly with good communication. if you can't reach agreement, contact our support team. we'll mediate and help find a fair solution.

common disputes and solutions

• tool not as described: contact owner immediately. if significantly different, you can cancel for full refund before collection.
• tool doesn't work properly: owner must provide working replacement or full refund. report within 24 hours.
• disagreement over damage: we review photos from collection and return. our decision is based on evidence.
• late return: automatic charges apply. if genuine emergency, contact owner and support team immediately.
• tool not returned: owner should contact support after 24 hours. we'll attempt contact and may involve police.

how does dispute resolution work?

our support team reviews all evidence: messages, photos, booking details, user history. we aim to resolve disputes within 5 working days. decisions are based on our terms of service and uk consumer law. our decision is final, but you can appeal with new evidence.

can users be banned?

yes. we may suspend or ban users for: repeated policy violations, fraudulent activity, abusive behavior, safety violations, theft or intentional damage. serious violations may be reported to police. we maintain a safe, trustworthy community.

why do i need to verify my identity?

verification protects everyone. it prevents fraud and builds trust. verified users get a badge on their profile, which increases booking rates by up to 60%. verification is quick and secure.

what documents do i need?

you need: photo id (uk driving licence or passport), proof of address (utility bill, bank statement, or council tax bill dated within last 3 months). upload clear photos through your account dashboard. verification usually takes 24-48 hours.

is my data secure?

yes. we use bank-level encryption for all data. documents are stored securely and never shared with other users. we comply with uk gdpr regulations. you can request data deletion at any time. read our privacy policy for full details.

how do reviews and ratings work?

after each hire, both parties can leave a review (1-5 stars + written feedback). reviews are published after both parties have reviewed or after 14 days. be honest but fair. reviews help build trust and improve the community.

can i delete my account?

yes, but you must: complete all active bookings, resolve any disputes, withdraw any pending earnings. once deleted, your listings are removed and your profile is anonymized. reviews remain visible but anonymized. deletion is permanent and cannot be undone.

get help

our support team is here to help with any questions or issues.

phone: 0800 123 4567

email: support@toolhireuk.co.uk

live chat: available in your account dashboard

hours: mon-fri 7am-8pm, sat-sun 8am-6pm. emergency support available 24/7 for active hires.

emergency support

for urgent issues during an active hire (tool not working, safety concerns, theft, accidents), call our 24/7 emergency line: 0800 999 8888

report a safety issue

if you encounter a dangerous tool or safety violation, report it immediately: safety@toolhireuk.co.uk or call 0800 123 4567. we investigate all safety reports within 24 hours.

feedback & suggestions

we're always improving. send feedback, feature requests, or suggestions to: feedback@toolhireuk.co.uk. we read every message and many features have come from user suggestions.