Owner Standards Policy

1.1 Purpose

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

The purpose of this Policy is to promote safe, reliable and professional rental experiences by establishing clear expectations for Owners before, during and after every Booking.

1.2 Objectives

This Policy seeks to:

• promote responsible ownership;

• improve rental reliability;

• protect Borrowers;

• support accurate Listings;

• encourage timely communication;

• reduce disputes;

• improve marketplace quality;

• strengthen trust in the Platform.

1.3 Scope

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

• Listings;

• Bookings;

• communications;

• handovers;

• collections;

• deliveries;

• tool condition;

• Claims;

• returns;

• Account conduct.

1.4 Guiding Principles

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

• honesty;

• professionalism;

• reliability;

• fairness;

• safety;

• transparency;

• respect for Borrowers.

1.5 Relationship with Other Policies

This Policy should be read together with the:

• Terms of Use;

• Community Guidelines;

• Trust & Safety Policy;

• Claims Policy;

• Content Policy;

• Platform Integrity Policy;

• all other Platform policies.

1.6 Updates

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

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

2.1 Accurate Listings

Owners must ensure that Listings accurately describe the tool or equipment being offered for rent.

Listings should accurately identify, where applicable:

• the item;

• brand;

• model;

• specifications;

• condition;

• included accessories;

• known defects;

• operating limitations;

• availability.

2.2 Ownership and Authority

Owners must only list tools or equipment that they:

• legally own; or

• are lawfully authorised to rent through the Platform.

Owners must not list stolen, unlawfully possessed or unauthorised property.

2.3 Safe Equipment

Owners must take reasonable steps to ensure that listed tools are safe for their intended purpose at the commencement of each Booking.

Owners should not knowingly provide tools that are:

• unsafe;

• significantly damaged;

• defective;

• prohibited by law;

• materially different from their Listing.

2.4 Maintenance

Owners are responsible for maintaining their tools in a condition reasonably suitable for rental.

Where appropriate, Owners should undertake reasonable inspection, servicing or maintenance before making tools available for Booking.

2.5 Honest Communications

Owners must communicate honestly, courteously and promptly with Borrowers.

Owners must not knowingly provide false, misleading or deceptive information.

2.6 Booking Commitments

Once a Booking is accepted, Owners should make reasonable efforts to honour the Booking unless cancellation is reasonably necessary.

Repeated cancellations may affect Account standing or Listing visibility.

2.7 Handover

Owners should:

• arrive on time;

• provide the agreed tool;

• provide agreed accessories;

• reasonably inspect the tool before handover;

• document the condition where appropriate;

• complete Platform handover procedures where available.

2.8 Returns

Upon return of a tool, Owners should:

• inspect the returned item within a reasonable time;

• promptly report any concerns through the Platform where appropriate;

• cooperate reasonably with Claims processes;

• accurately document any alleged damage.

2.9 Reviews

Owners should provide fair, honest and genuine reviews based upon actual Booking experiences.

Owners must not manipulate reviews or encourage false reviews.

2.10 Professional Conduct

Owners are expected to conduct themselves professionally, respectfully and responsibly throughout every interaction with Borrowers and while using the Platform.

3.1 Reliability

Owners are expected to provide a reliable rental experience by:

• maintaining accurate availability;

• responding to Booking requests within reasonable timeframes;

• honouring accepted Bookings where reasonably practicable;

• communicating promptly regarding any issues affecting a Booking.

3.2 Availability

Owners should ensure that tools listed as available are genuinely available during the advertised rental period.

Owners should promptly update Listings where availability changes.

3.3 Pricing

Owners must accurately state rental pricing through the Platform.

Owners must not:

• manipulate pricing after Booking confirmation;

• impose undisclosed charges;

• request unauthorised off-Platform payments;

• misrepresent fees or costs.

3.4 Condition Reporting

Owners should accurately document the condition of tools before and after each Booking.

Where available, Owners are encouraged to use Platform photographs, videos and condition reporting features to support accurate records.

3.5 Claims

Where an Owner believes that loss, damage or another issue has occurred during a Booking, the Owner should:

• submit the 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;

• provide truthful information;

• upload available supporting evidence, including photographs and videos where available;

• cooperate with Platform investigations;

• respond promptly to reasonable requests for additional information;

• avoid exaggerating losses or damages.

3.6 Compliance with Laws

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

• ownership;

• rental activities;

• taxation;

• workplace safety obligations;

• consumer protection;

• any licences or permits required for listed equipment.

3.7 Insurance

Where appropriate, Owners are encouraged to maintain suitable insurance for tools listed on the Platform.

Unless expressly stated by Tool-O, the Platform does not guarantee that any particular loss will be insured or recoverable.

3.8 Repeated Performance Issues

Repeated issues including cancellations, inaccurate Listings, poor communication, unsafe tools or policy breaches may result in:

• reduced Listing visibility;

• additional verification;

• temporary restrictions;

• suspension;

• Account termination.

3.9 Continuous Improvement

Owners are encouraged to continually improve their Listings, communication, reliability and overall rental experience based on experience, User feedback and Platform guidance.

3.10 Responsible Ownership

Owners play a critical role in maintaining a trusted marketplace.

Tool-O encourages every Owner to act responsibly, honestly and professionally to support safe, reliable and positive rental experiences for all Users.

4.1 Governance

Tool-O is responsible for administering this Owner Standards Policy and may maintain internal procedures to promote high standards of reliability, safety and professionalism among Owners.

4.2 Compliance

Owners are expected to comply with this Policy, the Terms of Use and all applicable laws relating to the ownership, rental and use of 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 Owner performance using information including:

• Booking completion rates;

• cancellation rates;

• response times;

• reviews;

• Claims history;

• policy compliance;

• other relevant Platform information.

4.5 Improvement Measures

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

• educational guidance;

• reminders;

• additional verification;

• temporary restrictions;

• other reasonable operational measures.

4.6 Relationship with Other Policies

This Owner Standards Policy should be read together with the:

• Terms of Use;

• Community Guidelines;

• Trust & Safety Policy;

• Claims Policy;

• Platform Integrity Policy;

• Fraud Prevention Policy;

• Payment and Payout 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 Owner 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 Owner 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 Owners who provide accurate Listings, safe equipment and professional rental experiences while maintaining high standards across the marketplace.

4.10 Final Statement

Owners are fundamental to the success of the Tool-O marketplace.

By maintaining safe equipment, communicating honestly and treating Borrowers fairly, Owners help create a trusted marketplace that benefits the entire Tool-O community.

END OF OWNER STANDARDS POLICY