Damage Claim Guide

1.1 Purpose

Welcome to the Tool-O Damage Claim Guide.

This Guide explains how damage claims are managed on the Platform and provides practical guidance to help Owners and Borrowers minimise disputes, preserve evidence and achieve fair outcomes.

The Guide complements the Terms of Use, Claims Policy and other Platform policies.

1.2 Objectives

This Guide seeks to:

• explain the claims process;

• encourage early reporting;

• promote accurate evidence collection;

• reduce misunderstandings;

• support fair claim outcomes;

• improve transparency;

• strengthen trust within the Tool-O marketplace.

1.3 Scope

This Guide applies to:

• Owners;

• Borrowers;

• Security Deposits;

• equipment damage;

• equipment loss;

• missing accessories;

• Booking disputes;

• all claims submitted through the Platform.

1.4 Relationship with Other Documents

This Guide should be read together with the:

• Terms of Use;

• Claims Policy;

• Dispute Resolution Policy;

• Payment & Payout Policy;

• Owner Guide;

• Borrower Guide;

• Artificial Intelligence Transparency Policy;

• all other applicable Platform policies.

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

1.5 Important Notice

Every claim is different.

Claim outcomes depend upon the available evidence, Platform policies, applicable laws and, where relevant, AI-assisted assessment and human review.

Submitting a claim does not guarantee that compensation will be awarded.

1.6 Updates

Tool-O may update this Damage Claim Guide from time to time.

The latest published version replaces previous versions.

2.1 What Is a Damage Claim?

A damage claim is a request made through the Platform where an Owner or, where applicable, a Borrower reports that equipment:

• has been damaged;

• has been lost;

• has not been returned in the agreed condition;

• has missing accessories;

• has suffered another issue covered by the applicable Platform

policies.

2.2 When Should a Claim Be Submitted?

Claims should be submitted as soon as reasonably practicable after the issue is discovered.

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

Prompt reporting helps preserve evidence, supports a fair assessment and increases the likelihood that relevant evidence remains available.

2.3 What Evidence Should Be Collected?

Strong evidence may include:

• clear time-stamped photographs before collection;

• clear time-stamped photographs after return;

• photographs showing the damage;

• videos where appropriate;

• Platform messages;

• Booking details;

• repair quotations where available;

• receipts where relevant;

• serial numbers;

• any other relevant supporting information.

2.4 Why Are Photographs Important?

Photographs are often among the most valuable forms of evidence.

Users are encouraged to photograph:

• the entire equipment;

• close-ups of any damage;

• accessories;

• serial numbers where applicable;

• equipment at collection;

• equipment at return.

Clear photographs assist both AI-assisted and human review.

2.5 Honest Reporting

Owners and Borrowers should:

• provide truthful information;

• avoid exaggerating damage;

• avoid withholding relevant information;

• cooperate honestly throughout the investigation.

Providing false or misleading information may result in enforcement action under applicable Platform policies.

2.6 AI-Assisted Assessment

Where applicable, Tool-O may use AI-assisted systems to review:

• photographs;

• Booking information;

• communications;

• claim descriptions;

• supporting documentation.

AI recommendations may be supplemented by human review where appropriate.

2.7 Human Review

Certain claims may receive additional human review, particularly where:

• evidence is incomplete;

• complex issues arise;

• AI confidence is insufficient;

• Platform policies require further assessment.

2.8 Security Deposits

Where applicable, Security Deposits may assist in resolving eligible claims in accordance with the Payment & Payout Policy and Claims Policy.

The existence of a Security Deposit does not guarantee that a claim will be approved.

2.9 Cooperation

Owners and Borrowers are encouraged to cooperate throughout the claims process by:

• responding promptly;

• providing requested evidence;

• communicating respectfully;

• complying with Platform procedures.

2.10 Fair Outcomes

The objective of the Tool-O claims process is to achieve fair, evidence-based outcomes while treating both Owners and Borrowers respectfully and consistently in accordance with the Platform's policies.

3.1 Reporting the Issue

If damage or loss is discovered, the affected User should report the issue through the Platform as soon as reasonably practicable.

Reports should include as much relevant information as reasonably possible to assist the assessment process.

3.2 Owner Responsibilities

Where an Owner submits a claim, the Owner is encouraged to provide:

• a clear description of the issue;

• time-stamped handover photographs;

• time-stamped return photographs;

• photographs of the damage;

• details of any missing accessories;

• repair quotations where available;

• any other supporting evidence.

3.3 Borrower Responsibilities

Where a claim is raised, Borrowers are encouraged to:

• respond promptly;

• provide their own photographs where available;

• explain their understanding of the events;

• provide any relevant supporting information;

• cooperate honestly throughout the assessment.

3.4 Evidence Review

Tool-O may consider evidence including:

• photographs;

• videos;

• Platform messages;

• Booking records;

• listing information;

• collection and return records;

• repair quotations;

• invoices;

• other relevant information.

The amount and quality of evidence available may influence the assessment.

3.5 AI-Assisted Assessment

Where applicable, AI-assisted systems may analyse available evidence to assist the claims process.

AI may compare:

• handover photographs;

• return photographs;

• claim descriptions;

• communications;

• Booking information;

• other relevant evidence.

AI recommendations may not determine the final outcome in every case.

3.6 Human Review

Where appropriate, Tool-O may conduct additional human review, particularly where:

• evidence is conflicting;

• evidence is incomplete;

• complex issues arise;

• AI confidence is insufficient;

• Platform policies require further review.

3.7 Assessment Outcomes

Following assessment, outcomes may include:

• no compensation;

• partial compensation;

• full compensation;

• release of the Security Deposit;

• application of all or part of the Security Deposit where permitted;

• further investigation where additional information is required.

Every outcome depends on the individual circumstances of the claim.

3.8 Communication

Throughout the claims process, Users are encouraged to:

• communicate respectfully;

• respond within requested timeframes;

• avoid abusive behaviour;

• provide accurate information;

• cooperate with reasonable requests.

3.9 Fairness

Tool-O seeks to assess claims fairly by considering the available evidence, applicable Platform policies and the specific circumstances of each Booking.

No single piece of evidence automatically determines the outcome.

3.10 Supporting a Fair Marketplace

Clear photographs, honest communication and prompt reporting significantly improve the likelihood of a fair and efficient claims process for both Owners and Borrowers.

4.1 Responding to a Claim

If a claim is submitted, Users are encouraged to:

• respond promptly;

• review the information carefully;

• provide any additional evidence requested;

• communicate respectfully;

• avoid making misleading or exaggerated statements.

Prompt responses help minimise delays.

4.2 Repair Quotations

Where repair costs are relevant, Owners may be asked to provide supporting documentation such as:

• repair quotations;

• replacement quotations;

• invoices;

• manufacturer recommendations;

• other relevant evidence.

Providing supporting documentation may assist the assessment process.

4.3 Fair Wear and Tear

Not every change in equipment condition will constitute damage.

Reasonable fair wear and tear resulting from normal and proper use may not give rise to compensation, depending on the circumstances and applicable Platform policies.

4.4 Security Deposit Outcomes

Where applicable, the Security Deposit may be:

• released in full;

• partially applied to an approved claim;

• fully applied to an approved claim where permitted;

• retained temporarily while a claim is investigated.

Security Deposit decisions are made in accordance with the Terms of Use, Claims Policy and Payment & Payout Policy.

4.5 Learning from Claims

Claims provide an opportunity for Owners and Borrowers to improve future Bookings.

Users are encouraged to:

• take clearer photographs;

• improve communication;

• inspect equipment more carefully;

• document equipment condition thoroughly;

• follow Platform guidance.

4.6 Preventing Future Claims

Many claims can be avoided by:

• accurate listings;

• careful inspections;

• clear communication;

• time-stamped photographs;

• prompt reporting of issues;

• responsible equipment use.

4.7 Relationship with Other Documents

This Guide provides practical guidance only.

Claims are governed by the:

• Terms of Use;

• Claims Policy;

• Dispute Resolution Policy;

• Payment & Payout Policy;

• Artificial Intelligence Transparency Policy;

• all other applicable Platform policies.

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

4.8 Updates

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

• Platform improvements;

• operational experience;

• legal developments;

• User feedback;

• improvements to the claims process.

The latest published version replaces previous versions.

4.9 Commitment

Tool-O is committed to maintaining a fair, transparent and evidence-based claims process that respects both Owners and Borrowers while helping protect the integrity of the marketplace.

4.10 Final Statement

Most claims can be resolved efficiently through honest communication, timely reporting and strong evidence.

By taking clear photographs, responding promptly and cooperating throughout the assessment process, Owners and Borrowers help create a fairer, safer and more trusted Tool-O marketplace.

END OF DAMAGE CLAIM GUIDE