Content Policy

1.1 Purpose

This Content Policy explains the standards that apply to all content uploaded, submitted, published or otherwise made available through the Tool-O Platform.

The purpose of this Policy is to maintain a safe, lawful, respectful and trustworthy marketplace.

This Policy forms part of the Tool-O Terms of Use.

1.2 Application

This Policy applies to all content submitted by Users, including:

• Listings;

• photographs;

• videos;

• profile information;

• usernames;

• reviews;

• messages;

• comments;

• Claim evidence;

• documents;

• descriptions;

• any other material submitted through the Platform.

1.3 Responsibility

Users are solely responsible for the content they upload or submit.

Users must ensure that all content complies with:

• this Policy;

• the Terms of Use;

• applicable laws;

• the rights of third parties.

1.4 Tool-O Rights

Tool-O may review, remove, restrict, refuse to publish or disable access to content that reasonably appears to breach this Policy, the Terms of Use or applicable law.

Tool-O is not required to monitor all content before it is published.

1.5 Updates

Tool-O may amend this Content Policy from time to time.

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

2.1 Accuracy

Users must ensure that all content submitted to the Platform is accurate, honest and not misleading.

Users must not knowingly submit false information.

2.2 Lawful Content

Content must comply with all applicable laws.

Users must not upload or publish content that:

• is unlawful;

• promotes unlawful conduct;

• facilitates criminal activity;

• breaches court orders;

• infringes regulatory requirements.

2.3 Respectful Content

Content must not:

• harass;

• threaten;

• intimidate;

• abuse;

• discriminate against;

• bully;

• stalk;

• defame another person.

2.4 Offensive Material

Users must not upload content that is:

• obscene;

• hateful;

• excessively violent;

• sexually explicit;

• discriminatory;

• offensive;

• disturbing without legitimate purpose.

2.5 Fraudulent Content

Users must not submit content that:

• impersonates another person;

• contains forged documents;

• contains fabricated evidence;

• contains altered evidence intended to deceive;

• misrepresents ownership;

• misrepresents the condition of a Tool.

2.6 Intellectual Property

Users must only upload content that they own or have permission to use.

Users must not upload content that infringes:

• copyright;

• trademarks;

• patents;

• design rights;

• trade secrets;

• other intellectual property rights.

2.7 Personal Information

Users must not publish another person's personal information without lawful authority or consent where required by law.

Examples include:

• residential addresses;

• personal telephone numbers;

• private email addresses;

• government identification documents;

• financial information;

• other confidential personal information.

2.8 Malware

Users must not upload or distribute content containing:

• malicious software;

• viruses;

• ransomware;

• spyware;

• harmful scripts;

• corrupted files.

2.9 Misleading Content

Users must not intentionally upload content that creates a false impression regarding:

• a Tool;

• a Booking;

• ownership;

• payment;

• damage;

• repairs;

• identity;

• reviews.

2.10 Commercial Advertising

Unless expressly authorised by Tool-O, Users must not use Platform content areas primarily to advertise:

• unrelated businesses;

• products;

• services;

• external marketplaces;

• referral programs;

• promotional campaigns.

2.11 Platform Integrity

Content must not interfere with the proper operation, safety or integrity of the Tool-O marketplace.

2.12 Good Faith

Users must upload content honestly and in good faith, particularly where the content relates to:

• Listings;

• reviews;

• Claims;

• communications;

• photographs;

• evidence submitted during disputes.

3.1 General

Photographs, videos and other media uploaded to the Platform must accurately represent the relevant Tool, Booking or Claim.

Users must not intentionally upload misleading media.

3.2 Listings

Photographs used in Listings should reasonably represent:

• the actual Tool;

• its current condition;

• included accessories;

• visible defects where reasonably relevant;

• any material features affecting a Borrower's decision.

3.3 Editing

Reasonable editing such as cropping, resizing or adjusting brightness is permitted.

Users must not materially alter photographs or videos in a manner that:

• conceals damage;

• exaggerates condition;

• misrepresents colour;

• removes defects;

• creates a false impression.

3.4 Ownership

Users must only upload media that they:

• own;

• created;

• are licensed to use;

• otherwise have lawful authority to publish.

3.5 Intellectual Property

Users must not upload media that infringes another person's:

• copyright;

• trademark;

• privacy rights;

• publicity rights;

• other legal rights.

3.6 Offensive Media

Users must not upload media containing:

• graphic violence;

• unlawful material;

• hate symbols;

• pornography;

• sexually explicit material;

• abusive imagery;

• illegal activity.

3.7 Personal Privacy

Users should avoid publishing unnecessary personal information within photographs or videos.

Examples include:

• passports;

• driver's licences;

• bank cards;

• residential addresses;

• confidential documents;

• personal identification numbers.

3.8 Claim Evidence

Media submitted as part of a Claim should accurately represent the relevant circumstances.

Users must not intentionally manipulate Claim evidence.

Submitting altered or fabricated evidence may result in enforcement action under the Terms of Use.

3.9 Artificial Intelligence

Tool-O may use artificial intelligence technologies to analyse submitted media for purposes including:

• fraud detection;

• damage assessment;

• duplicate detection;

• quality review;

• Platform safety.

AI-assisted analysis may be supplemented by manual review where appropriate.

3.10 Removal

Tool-O may remove photographs, videos or other media that reasonably appear to:

• breach this Policy;

• breach the Terms of Use;

• infringe another person's rights;

• create legal risk;

• endanger Users;

• undermine the integrity of the Platform.

4.1 Honest Reviews

Reviews and ratings must reflect a User's genuine experience with a Booking.

Users must not submit reviews that they know are false or misleading.

4.2 Relevant Content

Reviews should relate only to matters arising from the relevant Booking, including:

• the condition of the Tool;

• communication;

• punctuality;

• collection or delivery;

• return arrangements;

• overall rental experience.

4.3 Prohibited Reviews

Users must not submit reviews that:

• contain false statements;

• are defamatory;

• are abusive;

• contain threats;

• disclose confidential information;

• include discriminatory language;

• are intended to harass another User.

4.4 Retaliatory Reviews

Users must not submit reviews primarily for the purpose of:

• retaliation;

• intimidation;

• coercion;

• influencing the outcome of a Claim;

• pressuring another User.

4.5 Manipulation

Users must not:

• purchase reviews;

• exchange positive reviews;

• create fake Accounts to submit reviews;

• offer incentives in exchange for reviews;

• manipulate ratings.

4.6 Communications

Platform messaging must be used respectfully and only for legitimate Booking-related purposes.

Communications must not include:

• harassment;

• threats;

• spam;

• unlawful material;

• offensive language intended to intimidate;

• misleading statements.

4.7 Off-Platform Contact

Users must not use Platform communications to encourage another User to complete transactions outside the Platform where doing so breaches the Terms of Use.

4.8 Personal Information

Users should avoid unnecessarily sharing sensitive personal information within reviews or messages.

Tool-O may remove personal information where reasonably necessary to protect privacy.

4.9 Moderation

Tool-O may review, edit, remove or restrict reviews, ratings or communications that reasonably appear to:

• breach this Policy;

• breach the Terms of Use;

• breach applicable law;

• create legal risk;

• undermine marketplace integrity.

4.10 No Obligation to Publish

Tool-O is not required to publish every review, rating or communication submitted by Users.

Tool-O may refuse publication where reasonably necessary to maintain a safe and trustworthy marketplace.

5.1 Honest Claims

Users must submit Claims honestly and in good faith.

Claims must be based on genuine circumstances relating to the relevant Booking.

5.2 Supporting Evidence

Where requested by Tool-O, Users should provide evidence reasonably relevant to the Claim, including where applicable:

• photographs;

• videos;

• invoices;

• repair quotations;

• receipts;

• communications;

• inspection reports;

• other supporting documents.

5.3 Accuracy

Users must ensure that evidence submitted is accurate to the best of their knowledge.

Users must not knowingly submit:

• fabricated evidence;

• altered documents intended to mislead;

• false statements;

• misleading photographs;

• misleading videos.

5.4 Artificial Intelligence Review

Tool-O may use artificial intelligence technologies to assist with reviewing Claims and supporting evidence.

AI-assisted analysis may include:

• image comparison;

• damage assessment;

• document analysis;

• fraud detection;

• consistency checks.

AI-assisted reviews may be supplemented by manual review where appropriate.

5.5 Cooperation

Users must reasonably cooperate during the investigation of a Claim.

This may include providing additional information or responding to reasonable requests made by Tool-O.

5.6 No Abuse

Users must not misuse the Claims process by:

• making fraudulent Claims;

• repeatedly submitting baseless Claims;

• exaggerating damage;

• concealing relevant facts;

• attempting to improperly obtain payment.

5.7 Good Faith Resolution

Users should make reasonable efforts to resolve disputes respectfully through the processes provided by Tool-O.

5.8 Confidentiality

Users should not publicly disclose confidential information relating to ongoing Claims or investigations unless required by law.

5.9 Tool-O Rights

Tool-O may:

• request additional evidence;

• reject insufficient evidence;

• disregard evidence reasonably believed to be unreliable;

• refer matters for manual review;

• take enforcement action where fraudulent conduct is suspected.

5.10 Final Decisions

Nothing in this Policy limits any rights Tool-O may have under the Terms of Use regarding the investigation, review or resolution of Claims and disputes.

6.1 Reporting Content

Users may report content that they reasonably believe breaches:

• this Content Policy;

• the Terms of Use;

• applicable law;

• another person's legal rights.

Reports should be made honestly and in good faith.

6.2 Information Required

Tool-O may request information reasonably necessary to investigate a report, including:

• screenshots;

• photographs;

• videos;

• Booking details;

• communications;

• supporting documents;

• other relevant evidence.

6.3 Investigation

Tool-O may investigate reported content using any lawful method it considers appropriate, including:

• manual review;

• automated systems;

• artificial intelligence tools;

• information provided by Users;

• information already held by Tool-O.

6.4 Interim Action

Where Tool-O reasonably believes immediate action is necessary, it may:

• temporarily hide content;

• restrict access to content;

• suspend Listings;

• pause Bookings;

• suspend User Accounts;

• preserve evidence for investigation.

6.5 Removal of Content

Tool-O may remove, edit, restrict or refuse to publish content that reasonably appears to:

• breach this Policy;

• breach the Terms of Use;

• infringe another person's rights;

• create legal risk;

• compromise Platform security;

• endanger Users;

• undermine marketplace integrity.

6.6 Repeat Breaches

Repeated breaches of this Policy may result in:

• warnings;

• removal of content;

• Listing restrictions;

• Booking restrictions;

• Account suspension;

• permanent termination of Platform access.

6.7 Reporting to Authorities

Where appropriate, Tool-O may disclose information to:

• law enforcement agencies;

• regulatory authorities;

• courts;

• payment providers;

• insurers;

• other authorised organisations,

where reasonably necessary to:

• comply with legal obligations;

• investigate suspected unlawful conduct;

• protect the rights, property or safety of Tool-O, Users or the public.

6.8 No Obligation to Monitor

Tool-O is not required to actively monitor all content submitted to the Platform.

Failure to remove content immediately does not mean that the content complies with this Policy.

6.9 Policy Updates

Tool-O may amend this Content Policy from time to time.

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

Continued use of the Platform after an updated version becomes effective constitutes acceptance of the revised Policy to the extent permitted by law.

END OF CONTENT POLICY