Owner Guide

1.1 Purpose

Welcome to the Tool-O Owner Guide.

This guide has been prepared to help Owners confidently list equipment, manage Bookings and provide an excellent rental experience through the Tool-O Platform.

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

1.2 Objectives

This Guide seeks to help Owners:

• create quality listings;

• protect their equipment;

• manage Bookings efficiently;

• communicate effectively with Borrowers;

• reduce disputes;

• improve User satisfaction;

• maximise successful rentals.

1.3 Scope

This Guide applies to:

• all Owners;

• equipment listings;

• Bookings;

• collection and return processes;

• communications with Borrowers;

• Security Deposits;

• damage reporting;

• all Owner activities conducted through the Platform.

1.4 Relationship with Other Documents

This Guide should be read together with the:

• Terms of Use;

• Owner 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 Owners achieve successful rentals.

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

1.6 Updates

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

The latest published version replaces previous versions.

2.1 Listing Quality

A high-quality listing helps Borrowers understand exactly what equipment is available and reduces the likelihood of misunderstandings.

Owners are encouraged to provide clear, accurate and complete information.

2.2 Listing Information

Owners should include information such as:

• equipment name;

• brand and model where applicable;

• condition;

• specifications;

• included accessories;

• operating requirements;

• collection or delivery options;

• availability;

• any important limitations.

2.3 Photographs

Good photographs help Borrowers understand the condition of equipment before making a Booking.

Owners are encouraged to upload multiple clear photographs showing:

• front;

• rear;

• both sides;

• identification labels where appropriate;

• accessories;

• any existing cosmetic damage;

• overall condition.

2.4 Accurate Descriptions

Owners should ensure that descriptions are:

• truthful;

• accurate;

• up to date;

• easy to understand;

• free from misleading statements.

Known faults, limitations or defects should be disclosed before a Booking.

2.5 Pricing

Owners determine their own rental pricing through the Platform.

When setting prices, Owners may wish to consider:

• equipment value;

• market demand;

• equipment condition;

• rental duration;

• seasonal demand;

• comparable listings.

2.6 Availability

Owners should keep availability calendars current.

Promptly updating unavailable dates helps reduce cancelled Bookings and improves the Borrower experience.

2.7 Communication

Owners are encouraged to:

• respond promptly to enquiries;

• answer questions honestly;

• communicate respectfully;

• use Platform messaging where reasonably practicable;

• keep Borrowers informed of any changes.

2.8 Preparing Equipment

Before every Booking, Owners should:

• inspect equipment;

• clean equipment where appropriate;

• ensure equipment operates as expected;

• include agreed accessories;

• remove unnecessary personal items;

• prepare the equipment for safe collection.

2.9 Handover

At collection, Owners are encouraged to:

• inspect equipment together with the Borrower;

• take time-stamped photographs;

• confirm accessories included;

• answer operational questions where appropriate;

• confirm collection through the Platform where applicable.

2.10 Building Trust

Owners who consistently provide accurate listings, well-maintained equipment, clear communication and reliable service help strengthen trust across the Tool-O marketplace and improve the experience for all Users.

3.1 Responding to Booking Requests

Owners are encouraged to review each Booking request carefully before accepting.

When considering a Booking request, Owners may wish to review:

• requested dates;

• collection or delivery arrangements;

• equipment availability;

• any questions raised by the Borrower;

• other relevant Booking information.

3.2 Preparing for Collection

Before the Borrower arrives, Owners should:

• ensure the equipment is ready for collection;

• verify that all accessories are included;

• fully charge batteries where applicable;

• clean the equipment where appropriate;

• ensure the equipment is in the condition described in the listing.

3.3 Collection Inspection

At collection, Owners are encouraged to:

• inspect the equipment together with the Borrower;

• demonstrate operation where appropriate;

• answer reasonable questions;

• confirm accessories included;

• capture clear handover photographs;

• document any existing cosmetic damage.

3.4 During the Booking

While equipment is rented, Owners should:

• remain available for reasonable communication;

• respond promptly where practical;

• avoid unnecessary interference with the Booking;

• communicate respectfully through the Platform where possible.

3.5 Return Inspection

When equipment is returned, Owners are encouraged to:

• inspect the equipment promptly;

• compare its condition with the handover photographs;

• verify that accessories have been returned;

• test operation where reasonably practical;

• take clear return photographs;

• report any concerns promptly.

3.6 Damage Reporting

If damage or loss is identified, Owners should:

• avoid repairing the equipment immediately where evidence may be required;

• document the condition thoroughly with clear photographs and videos where available;

• retain supporting evidence;

• submit any Claim as soon as reasonably practicable and, unless Tool-O determines that exceptional circumstances justify a later submission, within twenty-four (24) hours after the scheduled return or completion of the Booking;

• cooperate with any requests for additional information during the Claims process;

• follow the Claims Policy.

Following submission of an eligible Claim, the Borrower will generally have up to seventy-two (72) hours to respond and provide supporting evidence before Tool-O determines the outcome based on the available evidence.

3.7 Completing the Booking

Where no issues are identified, Owners are encouraged to:

• complete the Booking promptly;

• confirm successful return through the Platform where applicable;

• finalise any required Platform actions.

Prompt completion assists timely processing of Security Deposits and payments.

3.8 Reviews

Owners are encouraged to provide honest, fair and respectful reviews based upon their actual rental experience.

Reviews should accurately reflect the Booking and comply with Platform policies.

3.9 Professional Conduct

Successful Owners typically:

• communicate promptly;

• maintain accurate listings;

• prepare equipment carefully;

• treat Borrowers respectfully;

• honour confirmed Bookings;

• resolve issues professionally.

3.10 Becoming a Trusted Owner

Owners who consistently provide reliable equipment, honest communication and excellent service help build trust within the Tool-O community and increase the likelihood of repeat Bookings.

4.1 Keep Listings Current

Owners should regularly review their listings to ensure that:

• pricing remains accurate;

• availability is current;

• photographs reflect the equipment;

• descriptions remain accurate;

• accessories listed are still included;

• contact preferences remain up to date.

Current listings help reduce misunderstandings and improve Booking success.

4.2 Maintain Equipment

Owners are encouraged to maintain equipment in a safe and serviceable condition by:

• performing routine maintenance;

• replacing worn components where appropriate;

• following manufacturer recommendations;

• storing equipment properly;

• removing unsafe equipment from the Platform until repaired.

4.3 Build a Strong Reputation

Owners can improve their reputation by:

• responding promptly;

• honouring accepted Bookings;

• maintaining accurate listings;

• providing clean and well-maintained equipment;

• communicating professionally;

• resolving issues respectfully.

Positive rental experiences contribute to stronger reviews and repeat Bookings.

4.4 Protect Your Equipment

Owners should:

• document equipment condition before every Booking;

• take clear time-stamped photographs;

• record serial numbers where applicable;

• confirm included accessories;

• report concerns promptly through the Platform.

Maintaining good records assists the claims process if issues arise.

4.5 Cancellations

If an Owner needs to cancel a Booking, they should do so as early as reasonably practicable and communicate promptly with the Borrower.

Repeated cancellations may affect the overall User experience and may be considered under applicable Platform policies.

4.6 When Problems Occur

If unexpected issues arise, Owners are encouraged to:

• remain calm and professional;

• communicate respectfully;

• document relevant information;

• follow the Claims Policy where applicable;

• contact Tool-O Support if assistance is required.

4.7 Continuing to Improve

Successful Owners often improve over time by:

• reviewing Borrower feedback;

• improving listings;

• refining pricing;

• updating photographs;

• maintaining equipment;

• following Platform guidance.

4.8 Relationship with Other Documents

This Guide provides practical assistance only.

Owners remain responsible for complying with:

• the Terms of Use;

• Owner Standards Policy;

• Claims Policy;

• Payment & Payout Policy;

• Trust & Safety Policy;

• all other applicable Platform policies.

4.9 Commitment

Tool-O is committed to helping Owners succeed by providing practical guidance, clear processes and a trusted marketplace where quality equipment and professional service are valued.

4.10 Final Statement

Thank you for being part of the Tool-O community.

Every well-maintained listing, successful handover and positive rental experience helps build a stronger marketplace for everyone. By following this Guide and maintaining high standards of professionalism, Owners contribute to a safer, more reliable and more trusted Platform.

END OF OWNER GUIDE