Borrower Guide

1.1 Purpose

Welcome to the Tool-O Borrower Guide.

This Guide has been prepared to help Borrowers confidently rent equipment, understand their responsibilities and enjoy a safe, reliable and positive rental experience through the Tool-O Platform.

It contains practical guidance and recommended practices that complement the Terms of Use and other Platform policies.

1.2 Objectives

This Guide seeks to help Borrowers:

• find suitable equipment;

• make informed Booking decisions;

• communicate effectively with Owners;

• use equipment responsibly;

• reduce misunderstandings;

• minimise disputes;

• contribute to a trusted marketplace.

1.3 Scope

This Guide applies to:

• all Borrowers;

• Bookings;

• collection and return activities;

• communications with Owners;

• Security Deposits;

• equipment use;

• all Borrower activities conducted through the Platform.

1.4 Relationship with Other Documents

This Guide should be read together with the:

• Terms of Use;

• Borrower Standards Policy;

• Claims Policy;

• Payment & Payout Policy;

• Trust & Safety Policy;

• Help Centre;

• all other applicable Platform policies.

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

1.5 Best Practice

This Guide contains recommended practices designed to help Borrowers enjoy safe and successful rentals.

While not every recommendation is mandatory, following this Guide can improve the rental experience for both Borrowers and Owners.

1.6 Updates

Tool-O may update this Borrower Guide from time to time.

The latest published version replaces previous versions.

2.1 Searching for Equipment

Borrowers 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.

2.2 Choosing Equipment

Before making a Booking, Borrowers are encouraged to carefully review:

• the equipment description;

• photographs;

• included accessories;

• rental price;

• availability;

• collection or delivery arrangements;

• any special requirements;

• Owner reviews where available.

Choosing equipment that matches the intended task helps reduce unexpected issues.

2.3 Asking Questions

If any aspect of a listing is unclear, Borrowers are encouraged to contact the Owner through Platform messaging before submitting a Booking request.

Clear communication before a Booking often prevents misunderstandings later.

2.4 Booking Requests

When submitting a Booking request, Borrowers should ensure that:

• requested dates are correct;

• collection or delivery details are accurate;

• contact information is current;

• they understand the listing;

• they intend to comply with Platform policies.

Submitting a Booking request does not guarantee acceptance.

2.5 Payments

Before confirming a Booking, Borrowers should carefully review all applicable charges, which may include:

• rental fees;

• delivery or collection charges where applicable;

• Platform fees;

• Security Deposits;

• other disclosed charges.

Payments are processed through the Platform using approved payment methods.

2.6 Security Deposits

Some Bookings may require a Security Deposit. Where applicable, the Security Deposit (or any payment authorisation) will be clearly displayed before a Booking is confirmed.

A Security Deposit is intended to 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 and the applicable payment provider's processing timeframes.

If an eligible Claim is submitted, the Borrower will generally have up to seventy-two (72) hours to provide a response and supporting evidence before Tool-O determines the outcome based on the available evidence.

2.7 Collecting Equipment

At collection, Borrowers are encouraged to:

• inspect the equipment carefully;

• confirm included accessories;

• ask reasonable operational questions where appropriate;

• take clear time-stamped photographs;

• notify the Owner of any existing issues before leaving.

2.8 During the Rental

Borrowers should:

• use equipment responsibly;

• follow manufacturer instructions;

• use equipment only for its intended purpose;

• take reasonable care of the equipment;

• communicate promptly if problems arise.

2.9 Returning Equipment

When returning equipment, Borrowers are encouraged to:

• return it on time;

• clean the equipment where appropriate;

• include all accessories;

• take clear return photographs;

• notify the Owner of any issues that occurred during the rental.

2.10 If Something Goes Wrong

If equipment is damaged, lost or becomes unsafe to use, Borrowers should:

• stop using the equipment where appropriate;

• notify the Owner promptly;

• document the issue with photographs where possible;

• cooperate with the claims process;

• communicate honestly throughout the investigation.

2.11 A Successful Rental

Successful Borrowers typically:

• communicate clearly;

• treat equipment with care;

• return equipment on time;

• respect Owners;

• follow Platform guidance;

• leave honest reviews after each Booking.

These practices help strengthen trust throughout the Tool-O marketplace.

3.1 Safe Operation

Borrowers should use rented equipment safely and responsibly at all times.

Before operating equipment, Borrowers are encouraged to:

• inspect its condition;

• read any instructions provided;

• understand its intended use;

• ensure they are capable of operating the equipment safely;

• use appropriate personal protective equipment where required.

3.2 Proper Use

Borrowers should:

• use equipment only for its intended purpose;

• avoid misuse;

• comply with applicable laws;

• comply with workplace safety requirements where applicable;

• operate equipment in a responsible manner.

3.3 Care of Equipment

Throughout the Booking, Borrowers are encouraged to:

• protect the equipment from unnecessary damage;

• store it securely when not in use;

• keep it reasonably clean;

• avoid unauthorised modifications;

• avoid allowing unauthorised persons to use the equipment unless

permitted.

3.4 Problems During the Rental

If equipment:

• becomes damaged;

• stops operating correctly;

• appears unsafe;

• is lost;

• is stolen;

• cannot be returned on time,

Borrowers should notify the Owner as soon as reasonably practicable through the Platform where possible.

Prompt communication often assists in resolving issues quickly.

3.5 Returning Equipment

When returning equipment, Borrowers should:

• return it by the agreed time;

• return all accessories;

• clean equipment where appropriate;

• advise the Owner of any issues;

• take clear return photographs;

• complete any required Platform steps.

3.6 Damage Claims

If damage or loss occurs, Borrowers should:

• cooperate honestly;

• provide requested information;

• retain relevant photographs where available;

• respond promptly to communications;

• participate in the Platform claims process where applicable.

3.7 Reviews

Borrowers are encouraged to leave reviews that are:

• honest;

• respectful;

• accurate;

• based upon their genuine rental experience;

• consistent with Platform policies.

3.8 Good Communication

Successful Borrowers generally:

• respond promptly;

• communicate respectfully;

• ask questions before renting where necessary;

• keep Owners informed of unexpected delays;

• resolve issues professionally.

3.9 Building Trust

Borrowers who consistently return equipment on time, communicate well and treat equipment responsibly help build a stronger reputation and contribute to a safer, more trusted Tool-O marketplace.

3.10 Responsible Borrowing

Every successful Booking helps strengthen the Tool-O community.

By respecting Owners, taking care of equipment and following Platform guidance, Borrowers contribute to a reliable, professional and enjoyable rental experience for everyone.

4.1 Plan Ahead

Borrowers are encouraged to:

• book equipment early where possible;

• confirm collection or delivery arrangements;

• allow sufficient rental time;

• return equipment on schedule;

• communicate promptly if plans change.

Good planning helps reduce stress and improves the rental experience.

4.2 Inspect Before Use

Before operating rented equipment, Borrowers should:

• inspect its condition;

• confirm all accessories are included;

• take clear time-stamped photographs;

• report any existing damage immediately;

• ask the Owner any reasonable operational questions.

Early inspection helps prevent misunderstandings later.

4.3 Respect the Equipment

Borrowers should treat rented equipment as if it were their own by:

• handling it carefully;

• avoiding misuse;

• storing it securely;

• protecting it from unnecessary damage;

• returning it in substantially the same condition, allowing for fair

wear and tear where applicable.

4.4 Communicate Promptly

If unexpected circumstances arise, Borrowers are encouraged to communicate with the Owner as soon as reasonably practicable.

Examples include:

• delays;

• equipment issues;

• accidental damage;

• changes to collection or return arrangements;

• any other issue that may affect the Booking.

Prompt communication often helps resolve problems quickly.

4.5 Build a Strong Reputation

Borrowers who consistently:

• communicate respectfully;

• return equipment on time;

• take good care of equipment;

• comply with Platform policies;

• leave honest reviews,

help build trust and improve their reputation within the Tool-O community.

4.6 If Assistance Is Needed

If a Borrower requires assistance, they are encouraged to:

• review the Help Centre;

• review applicable Platform policies;

• communicate with the Owner;

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

4.7 Relationship with Other Documents

This Guide provides practical guidance only.

Borrowers remain responsible for complying with:

• the Terms of Use;

• Borrower Standards Policy;

• Claims Policy;

• Payment & Payout Policy;

• Trust & Safety Policy;

• all other applicable Platform policies.

4.8 Updates

Tool-O may update this Borrower Guide from time to time to reflect:

• new Platform functionality;

• operational improvements;

• policy updates;

• User feedback;

• legal developments;

• improvements to the Borrower experience.

The latest published version replaces previous versions.

4.9 Commitment

Tool-O is committed to helping Borrowers enjoy a simple, safe and transparent rental experience by providing practical guidance, clear information and a trusted marketplace.

4.10 Final Statement

Thank you for choosing Tool-O.

Every successful Booking helps strengthen the Tool-O community. By communicating openly, respecting Owners, caring for rented equipment and following this Guide, Borrowers help create a marketplace built on trust, professionalism and mutual respect.

END OF BORROWER GUIDE