Help Centre

Welcome to the Tool-O Help Centre.

The Help Centre has been designed to help Owners and Borrowers confidently use the Platform by providing practical guidance, safety information, answers to common questions and links to important Platform policies.

Whether you are listing your first tool, making your first Booking or managing an existing rental, the Help Centre is intended to provide clear information to support every stage of your experience.

The Help Centre complements, but does not replace, the Terms of Use and other Platform policies.

Where there is any inconsistency, the Terms of Use prevail to the extent permitted by applicable law.

1.1 What You Can Find Here

The Help Centre includes information about:

• creating an account;

• verifying your identity;

• listing tools;

• making Bookings;

• payments and Security Deposits;

• collecting and returning equipment;

• Owner responsibilities;

• Borrower responsibilities;

• reporting damage;

• submitting claims;

• dispute resolution;

• Trust & Safety;

• Platform security;

• account management;

• frequently asked questions;

• contacting Tool-O Support.

1.2 Using the Help Centre

Users are encouraged to review the relevant guidance before:

• creating listings;

• accepting Bookings;

• renting equipment;

• submitting claims;

• reporting problems;

• contacting Support.

Many common questions can be answered more quickly by reviewing the Help Centre before requesting assistance.

1.3 Updates

Tool-O may update the Help Centre from time to time to reflect new Platform functionality, operational improvements, legal requirements and common User questions.

The latest published version replaces previous versions.

2.1 Creating an Account

To use the Tool-O Platform, Users must create a Tool-O Account.

During registration, Users may be required to:

• provide accurate personal information;

• verify contact details;

• create secure login credentials;

• accept the Terms of Use;

• comply with applicable Platform requirements.

Providing false or misleading information may result in restrictions on Platform access.

2.2 Identity Verification

Certain Platform features may require identity verification before they become available.

Verification requirements may vary depending on:

• Booking activity;

• Account history;

• transaction value;

• Platform risk assessments;

• applicable legal requirements.

Verification helps improve marketplace trust and security.

2.3 Completing Your Profile

Users are encouraged to maintain an accurate and complete profile, including:

• profile photograph where applicable;

• contact information;

• location;

• verification status;

• other information requested by the Platform.

Accurate profiles assist Owners and Borrowers in making informed decisions.

2.4 Listing Your First Tool

Owners can create listings by providing information including:

• tool name;

• description;

• photographs;

• daily rental price;

• availability;

• collection or delivery options where applicable;

• any other information requested during the listing process.

Owners should ensure listings remain accurate and up to date.

2.5 Booking Equipment

Borrowers may request equipment by:

• selecting available dates;

• reviewing the listing;

• confirming collection or delivery arrangements;

• completing payment requirements;

• accepting applicable Platform terms.

Bookings become effective only after confirmation through the Platform.

2.6 Security Deposits

Certain Bookings may require a Security Deposit.

Where applicable, the Security Deposit (or payment authorisation) will be clearly displayed before a Borrower confirms a Booking.

The Security Deposit helps protect Owners against eligible damage, loss or other authorised Claims and is managed in accordance with the Payment & Payout Policy and Claims Policy.

2.7 Collecting Equipment

Before collecting equipment, Borrowers should:

• inspect the equipment;

• review its condition;

• take clear photographs;

• report any existing issues;

• confirm collection through the Platform where applicable.

2.8 Returning Equipment

When returning equipment, Users should:

• clean equipment where required;

• return all included accessories;

• take return photographs;

• return equipment at the agreed time and location;

• notify the other User of any issues.

2.9 Getting Help

If assistance is required, Users are encouraged to:

• review the Help Centre;

• consult the Frequently Asked Questions;

• review relevant Platform policies;

• contact Tool-O Support where additional assistance is required.

2.10 Welcome to Tool-O

Tool-O has been designed to provide a simple, secure and trusted marketplace for renting tools and equipment.

By following the guidance provided throughout the Help Centre, Users can help create a safer, more reliable and more enjoyable experience for everyone.

3.1 Finding Equipment

Users can search for equipment using available Platform features, including where applicable:

• keywords;

• categories;

• location;

• availability;

• pricing;

• delivery options;

• other search filters.

Search results may change as listings are updated or Bookings are confirmed.

3.2 Booking Requests

Before submitting a Booking request, Borrowers are encouraged to:

• carefully read the listing;

• review photographs;

• confirm pricing;

• check availability;

• review Owner requirements;

• ask any questions through Platform messaging.

Submitting a Booking request does not guarantee acceptance.

3.3 Payments

Payments are processed through the Platform using approved payment methods.

Depending on the Booking, payments may include:

• rental charges;

• delivery or collection fees where applicable;

• Platform fees;

• Security Deposits;

• other applicable charges disclosed before payment.

3.4 Security Deposits

Where a Security Deposit applies:

• the applicable amount (or payment authorisation) will be shown before confirmation;

• the Security Deposit helps protect Owners against eligible damage, loss or other authorised Claims;

• if no eligible Claim is submitted within the applicable timeframe, the Security Deposit will generally be released in accordance with the Payment & Payout Policy;

• Security Deposits are managed in accordance with the Payment & Payout Policy and Claims Policy.

3.5 During the Rental

Throughout a Booking, Users should:

• communicate through the Platform where reasonably practicable;

• use equipment responsibly;

• promptly report any issues;

• comply with applicable laws;

• follow manufacturer instructions;

• respect agreed collection and return arrangements.

3.6 Reporting Problems

If a problem occurs during a Booking, Users should:

• notify the other User as soon as reasonably practicable;

• document the issue with photographs where appropriate;

• avoid further damage where reasonably possible;

• contact Tool-O Support if Platform assistance is required.

3.7 Damage Claims

If equipment is damaged or not returned in the agreed condition, Users should follow the claims process described in the:

• Claims Policy;

• Dispute Resolution Policy;

• Payment & Payout Policy;

• relevant Help Centre guidance.

Timely reporting helps preserve evidence. Unless Tool-O determines that exceptional circumstances justify a later submission, an Owner should submit a Claim within twenty-four (24) hours after the scheduled return or completion of the Booking.

3.8 Contacting Support

Where assistance is required, Users may contact Tool-O Support regarding matters including:

• Account issues;

• Booking questions;

• payment enquiries;

• technical problems;

• safety concerns;

• claims;

• Platform functionality;

• other support requests.

3.9 Emergency Situations

The Help Centre is not intended for emergency assistance.

Where there is an immediate risk to life, safety or property, Users should contact the appropriate emergency services before contacting Tool-O.

3.10 Support Commitment

Tool-O is committed to providing practical guidance, clear information and reasonable assistance to help Users confidently participate in a safe, reliable and trusted marketplace.

4.1 Platform Policies

The Help Centre is intended to complement the Platform's governance framework.

Users are encouraged to review the relevant policies before using Platform services, including:

• Terms of Use;

• Privacy Policy;

• Payment & Payout Policy;

• Claims Policy;

• Dispute Resolution Policy;

• Trust & Safety Policy;

• Owner Standards Policy;

• Borrower Standards Policy;

• Security Policy;

• all other applicable Platform policies.

4.2 Learning the Platform

New Users are encouraged to become familiar with Platform features before participating in their first Booking.

Understanding the booking process, Security Deposits, messaging, claims procedures and User responsibilities can help reduce misunderstandings and improve the rental experience.

4.3 Keeping Information Current

Users should keep their Account information up to date, including:

• contact information;

• payment details where applicable;

• identity verification information;

• notification preferences;

• other information relevant to Platform use.

4.4 Staying Safe

Users should always:

• verify equipment before use;

• inspect tools at collection and return;

• communicate honestly;

• follow manufacturer instructions;

• use appropriate personal protective equipment;

• comply with applicable laws and workplace safety requirements;

• report concerns promptly.

4.5 Continuous Improvement

Tool-O continually reviews:

• User feedback;

• frequently asked questions;

• support requests;

• Platform functionality;

• operational processes;

• Help Centre content,

to improve the User experience and provide clearer guidance.

4.6 Contacting Tool-O

Where Users cannot find the information they require within the Help Centre, they are encouraged to contact Tool-O Support using the contact details available on the Platform.

Tool-O will seek to provide reasonable assistance in accordance with its support processes.

4.7 Updates

Tool-O may update this Help Centre from time to time to reflect:

• new Platform features;

• policy updates;

• operational improvements;

• legal developments;

• User feedback;

• improvements to Platform functionality.

The latest published version replaces previous versions.

4.8 Relationship with Other Documents

This Help Centre is provided as practical guidance only.

Where there is any inconsistency between this Help Centre and the Terms of Use or other Platform policies, the Terms of Use prevail to the extent permitted by applicable law.

4.9 Commitment

Tool-O is committed to making the Platform easy to understand by providing practical guidance, clear explanations and helpful resources that support a safe, transparent and trusted marketplace.

4.10 Final Statement

Thank you for choosing Tool-O.

Whether you are lending equipment, renting tools or simply exploring the Platform, our goal is to make every interaction straightforward, secure and enjoyable. We encourage you to explore the Help Centre, familiarise yourself with the Platform's features and policies, and contact Tool-O Support whenever you need assistance.

END OF HELP CENTRE