Borrower Standards Policy

1.1 Purpose

This Borrower Standards Policy explains the standards expected of Users who rent tools or equipment through the Tool-O Platform.

The purpose of this Policy is to promote responsible borrowing, protect Owners, reduce disputes and support safe, respectful and reliable rental experiences throughout the Tool-O marketplace.

1.2 Objectives

This Policy seeks to:

• promote responsible borrowing;

• protect rented tools and equipment;

• encourage honest communication;

• support timely returns;

• reduce damage and disputes;

• improve marketplace trust;

• strengthen rental reliability;

• encourage compliance with Platform policies.

1.3 Scope

This Policy applies to all Borrowers using the Platform, including activities relating to:

• Bookings;

• payments;

• communications;

• collections;

• deliveries;

• use of rented tools;

• returns;

• Claims;

• reviews;

• Account conduct.

1.4 Guiding Principles

Borrowers are expected to act in accordance with the following principles:

• honesty;

• responsibility;

• respect;

• reliability;

• safety;

• fairness;

• accountability.

1.5 Relationship with Other Policies

This Policy should be read together with the:

• Terms of Use;

• Community Guidelines;

• Trust & Safety Policy;

• Claims Policy;

• Platform Integrity Policy;

• Payment and Payout Policy;

• all other Platform policies.

1.6 Updates

Tool-O may amend this Borrower Standards Policy from time to time.

The most current version published on the Platform replaces all previous versions.

2.1 Lawful Use

Borrowers must use rented tools and equipment only for lawful purposes and in accordance with:

• applicable laws;

• manufacturer instructions;

• any reasonable instructions provided by the Owner;

• Platform policies.

2.2 Responsible Use

Borrowers must take reasonable care of rented tools throughout the Booking period.

Borrowers should not intentionally misuse, abuse, modify or damage rented equipment.

2.3 Qualified Operation

Borrowers are responsible for ensuring that they possess the knowledge, skills and competence reasonably necessary to safely operate rented tools.

Where specialised licences, permits or qualifications are required by law, Borrowers must ensure they satisfy those requirements before using the equipment.

2.4 Safety

Borrowers should operate rented equipment safely and take reasonable precautions to protect:

• themselves;

• other persons;

• property;

• the rented equipment.

Borrowers should immediately stop using equipment if they reasonably believe it is unsafe or defective.

2.5 Communication

Borrowers should communicate honestly, respectfully and promptly with Owners regarding:

• Booking arrangements;

• collection or delivery;

• delays;

• return arrangements;

• issues affecting the Booking.

2.6 Collection

Where the Borrower is responsible for collection, the Borrower should:

• attend the agreed location on time;

• verify the rented equipment;

• inspect its condition where appropriate;

• complete Platform collection procedures where available.

2.7 Care During Rental

Borrowers should:

• store equipment securely;

• protect it from avoidable damage;

• use appropriate accessories where required;

• avoid unauthorised modifications;

• take reasonable steps to prevent theft or loss.

2.8 Returns

Borrowers should return rented equipment:

• by the agreed return time;

• to the agreed location;

• together with all supplied accessories;

• in substantially the same condition, allowing for reasonable wear and

tear.

2.9 Reporting Issues

Borrowers should promptly notify the Owner through the Platform where reasonably practicable if:

• equipment is damaged;

• equipment is lost;

• equipment is stolen;

• equipment becomes unsafe;

• another significant issue arises during the Booking.

2.10 Honest Conduct

Borrowers must provide truthful information throughout the rental process and must not:

• submit false Claims;

• provide misleading information;

• manipulate reviews;

• conceal damage;

• attempt to avoid legitimate payment obligations;

• otherwise act dishonestly when using the Platform.

3.1 Timely Communication

Borrowers are expected to respond to reasonable communications from Owners within appropriate timeframes, particularly where the communication relates to:

• collection;

• delivery;

• return arrangements;

• Booking changes;

• safety concerns;

• Claims.

3.2 Payment Obligations

Borrowers must:

• maintain valid payment methods;

• pay all applicable Booking charges;

• pay authorised fees and charges;

• not intentionally avoid legitimate payment obligations;

• comply with Platform payment requirements.

3.3 Accurate Information

Borrowers must provide accurate and up-to-date information relating to:

• identity;

• contact details;

• payment information;

• Booking requirements;

• any other information reasonably requested by Tool-O.

3.4 Damage Reporting

If rented equipment is damaged during a Booking, Borrowers should promptly:

• notify the Owner;

• provide accurate information;

• submit photographs or other available evidence where appropriate;

• cooperate with any Claims process.

3.5 Respect for Owners

Borrowers should treat Owners respectfully and must not:

• harass;

• threaten;

• intimidate;

• abuse;

• discriminate against;

• deliberately inconvenience;

• otherwise mistreat Owners.

3.6 Reviews

Borrowers should provide fair, honest and genuine reviews based only upon their actual rental experience.

Borrowers must not manipulate reviews or submit false or misleading feedback.

3.7 Compliance with Laws

Borrowers are responsible for complying with all applicable laws relating to:

• operation of rented equipment;

• workplace safety;

• environmental requirements;

• permits or licences;

• transportation of equipment;

• any other legal obligations associated with their use of rented tools.

3.8 Repeated Performance Issues

Repeated issues including late returns, non-payment, unsafe use, repeated cancellations, dishonest conduct or policy breaches may result in:

• additional verification;

• Booking restrictions;

• Account limitations;

• suspension;

• permanent Account termination.

3.9 Continuous Improvement

Borrowers are encouraged to continually improve their rental practices, communication and responsible use of rented equipment based upon experience, Owner feedback and Platform guidance.

3.10 Responsible Borrowing

Responsible Borrowers help create a trusted marketplace.

Tool-O encourages every Borrower to use rented equipment carefully, communicate honestly and return tools on time to support positive rental experiences for the entire community.

4.1 Governance

Tool-O is responsible for administering this Borrower Standards Policy and may maintain internal procedures to promote responsible borrowing, safe use of rented equipment and compliance with Platform standards.

4.2 Compliance

Borrowers are expected to comply with this Policy, the Terms of Use and all applicable laws relating to the possession, transportation and use of rented tools and equipment.

Nothing in this Policy excludes, restricts or modifies any rights or obligations that cannot lawfully be excluded.

4.3 Policy Review

Tool-O may periodically review this Policy to reflect:

• legislative changes;

• operational experience;

• User feedback;

• safety improvements;

• technological developments;

• evolving marketplace practices.

4.4 Performance Monitoring

Tool-O may periodically review Borrower performance using information including:

• Booking completion rates;

• payment history;

• return history;

• reviews;

• Claims history;

• policy compliance;

• other relevant Platform information.

4.5 Improvement Measures

Where appropriate, Tool-O may encourage Borrowers to improve performance through:

• educational guidance;

• reminders;

• additional verification;

• temporary restrictions;

• other reasonable operational measures.

4.6 Relationship with Other Policies

This Borrower Standards Policy should be read together with the:

• Terms of Use;

• Community Guidelines;

• Trust & Safety Policy;

• Claims Policy;

• Payment and Payout Policy;

• Fraud Prevention Policy;

• Platform Integrity Policy;

• all other Platform policies.

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

4.7 Contact

Questions regarding this Borrower Standards Policy may be directed to Tool-O using the contact details published on the Platform.

4.8 Policy Updates

Tool-O may amend this Borrower Standards Policy from time to time.

The latest version published on the Platform replaces all previous versions.

4.9 Commitment

Tool-O is committed to supporting responsible Borrowers who use rented equipment safely, communicate honestly and contribute positively to a trusted marketplace.

4.10 Final Statement

Borrowers play an essential role in maintaining confidence in the Tool-O marketplace.

By using equipment responsibly, respecting Owners and returning tools in good condition and on time, Borrowers help create a safe, reliable and professional rental community for everyone.

END OF BORROWER STANDARDS POLICY