Frequently Asked Questions

1.1 Welcome

Welcome to the Tool-O Frequently Asked Questions (FAQ).

This FAQ has been prepared to answer the questions most commonly asked by Owners and Borrowers using the Tool-O Platform.

It is intended to provide quick and practical guidance that complements the Help Centre, Guides and Platform policies.

1.2 Purpose

This FAQ seeks to:

• answer common questions;

• provide practical guidance;

• reduce misunderstandings;

• assist Users in resolving common issues;

• improve the User experience;

• reduce the need to contact Support for routine enquiries.

1.3 Scope

This FAQ applies to:

• User Accounts;

• Owners;

• Borrowers;

• listings;

• Bookings;

• payments;

• Security Deposits;

• claims;

• Platform functionality;

• general Platform use.

1.4 Relationship with Other Documents

This FAQ should be read together with the:

• Help Centre;

• Owner Guide;

• Borrower Guide;

• Safety Centre;

• Terms of Use;

• all applicable Platform policies.

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

1.5 Important Notice

The FAQ provides general guidance only.

Individual circumstances may differ, and some situations may require reference to the applicable Platform policies or assistance from Tool-O Support.

1.6 Updates

Tool-O may update this FAQ from time to time.

The latest published version replaces previous versions.

Q1. What is Tool-O?

Tool-O is an online marketplace that connects equipment Owners with Borrowers who wish to rent tools and equipment for short-term use.

Q2. Do I need an account?

Yes.

You must create a Tool-O Account before you can list equipment, make Bookings or use most Platform features.

Q3. How do I verify my identity?

Where identity verification is required, Tool-O will guide you through the verification process within the Platform.

Verification requirements may vary depending on Platform activity and applicable legal or security requirements.

Q4. Is identity verification mandatory?

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

Verification requirements may vary depending on the circumstances.

Q5. How do I list my equipment?

Owners can create a listing by providing information including:

• equipment name;

• description;

• photographs;

• pricing;

• availability;

• collection or delivery options where applicable;

• other requested listing information.

Q6. Can I edit my listing later?

Yes.

Owners can generally update listing information, pricing, photographs and availability through their Account.

Q7. How do I book equipment?

Borrowers simply:

• search for equipment;

• review the listing;

• choose available dates;

• submit a Booking request;

• complete payment where required.

Bookings are confirmed only after the Platform confirms acceptance.

Q8. Can an Owner decline my Booking request?

Yes.

Owners may accept or decline Booking requests in accordance with Platform functionality and applicable policies.

Q9. How are payments made?

Payments are securely processed through the Tool-O Platform using supported payment methods.

Applicable fees are displayed before payment confirmation.

Q10. What is a Security Deposit?

Some Bookings 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.

Unless Tool-O expressly approves otherwise, the Security Deposit for a Listing cannot exceed ten (10) times the applicable daily Rental Amount.

The Security Deposit is managed in accordance with the Payment & Payout Policy and Claims Policy.

Q11. When is my Booking confirmed?

A Booking is confirmed only after it has been accepted through the Platform and any required payment steps have been successfully completed.

Q12. Can I cancel a Booking?

In many cases, yes.

Cancellation rights, eligibility and any applicable fees are governed by the Terms of Use, Refund Policy and Platform functionality.

Q13. What happens if the Owner cancels?

If an Owner cancels a confirmed Booking, the Platform will generally notify the Borrower and process any applicable refund in accordance with the Refund Policy.

Q14. What happens if I return equipment late?

Borrowers should return equipment at the agreed time.

Late returns may result in additional charges, Booking extensions or other actions in accordance with the Terms of Use and applicable Platform policies.

Q15. What happens if equipment is damaged?

Damage should be reported as soon as reasonably practicable. 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.

Where appropriate, the matter may be managed through the Platform's claims process in accordance with the Claims Policy and Dispute Resolution Policy.

Q16. What if equipment is lost or stolen?

Borrowers should immediately notify the Owner and Tool-O through the Platform where reasonably practicable.

The matter may be investigated under the applicable Platform policies.

Q17. How are claims assessed?

Claims may be assessed using information such as:

• handover photographs;

• return photographs;

• communications;

• supporting evidence;

• Booking information;

• AI-assisted review where applicable;

• human review where appropriate.

Assessment procedures are governed by the Claims Policy.

Q18. Will artificial intelligence review my claim?

Certain claims may be supported by AI-assisted review systems.

Where appropriate, AI-generated recommendations may also be subject to human oversight in accordance with the AI Policy and Artificial Intelligence Transparency Policy.

Q19. When will my Security Deposit be released?

Where applicable, Security Deposits are managed in accordance with the Payment & Payout Policy and Claims Policy.

Release timing may vary depending on the Booking, applicable payment provider processing timeframes, whether an eligible Claim has been submitted and completion of any required review or dispute resolution process.

Q20. How do I contact Tool-O Support?

If you require assistance, you can contact Tool-O Support using the contact options available through the Platform.

Before contacting Support, Users are encouraged to review the Help Centre and applicable Platform guidance, as many common questions are answered there.

Q21. Can I update my Account information?

Yes.

Users are encouraged to keep their Account information current, including contact details, payment information where applicable and other relevant information.

Q22. Is my personal information protected?

Tool-O handles Personal Information in accordance with its Privacy Policy and applicable privacy laws.

Q23. How does Tool-O help keep the marketplace safe?

Tool-O supports marketplace safety through measures that may include:

• identity verification;

• Security Deposits;

• User reviews;

• Platform messaging;

• fraud prevention measures;

• AI-assisted risk detection where applicable;

• Trust & Safety processes;

• other Platform safeguards.

No system can eliminate all risks, and Users remain responsible for acting responsibly.

Q24. Can I communicate outside the Platform?

Tool-O encourages Users to communicate through Platform messaging where reasonably practicable.

Using Platform messaging helps maintain accurate records and supports investigations if issues arise.

Q25. How do reviews work?

Following a completed Booking, eligible Users may have the opportunity to leave reviews reflecting their genuine rental experience.

Reviews should be honest, respectful and comply with Platform policies.

Q26. What should I do if equipment appears unsafe?

Do not use equipment that appears unsafe.

Where appropriate, Borrowers should:

• stop using the equipment;

• notify the Owner promptly;

• document the issue;

• report the concern through the Platform.

Q27. What happens if I breach Platform policies?

Depending on the circumstances, Tool-O may take action including:

• warnings;

• removal of content;

• temporary restrictions;

• suspension of Accounts;

• permanent Account termination;

• other actions permitted under the Terms of Use and applicable

policies.

Q28. Where can I learn more?

Additional information is available in the:

• Help Centre;

• Owner Guide;

• Borrower Guide;

• Safety Centre;

• Terms of Use;

• Platform policies.

Q29. I still cannot find my answer. What should I do?

If your question is not answered in the Help Centre or FAQ, please contact Tool-O Support using the contact options available on the Platform.

Providing relevant Booking details, screenshots and photographs where appropriate will help us assist you more efficiently.

Q30. Thank You

Thank you for using Tool-O.

We are committed to building a trusted marketplace where Owners and Borrowers can confidently rent tools and equipment through clear communication, practical guidance and a strong commitment to safety, transparency and fairness.

END OF FREQUENTLY ASKED QUESTIONS (FAQ)