Trust and Safety Policy

1.1 Purpose

Tool-O is committed to maintaining a safe, trustworthy and reliable marketplace for all Users.

This Trust & Safety Policy outlines the principles, processes and measures Tool-O uses to help protect Users, promote responsible behaviour and maintain confidence in the Platform.

1.2 Objectives

This Policy seeks to:

• promote User safety;

• support trustworthy interactions;

• reduce fraud and misuse;

• encourage responsible behaviour;

• maintain Platform integrity;

• foster community confidence.

1.3 Scope

This Policy applies to:

• Users;

• Owners;

• Borrowers;

• Listings;

• Bookings;

• communications;

• reviews;

• Claims;

• all activities connected with the Platform.

1.4 Shared Responsibility

Trust and safety are shared responsibilities.

Tool-O, Owners, Borrowers and all other Users each play an important role in maintaining a safe and respectful marketplace.

1.5 Relationship with Other Policies

This Policy should be read together with the:

• Terms of Use;

• Community Guidelines;

• Code of Conduct;

• Claims Policy;

• Dispute Resolution Policy;

• Security Policy;

• all other Platform policies.

1.6 Updates

Tool-O may amend this Trust & Safety Policy from time to time.

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

2.1 Identity and Account Integrity

Tool-O may implement reasonable measures to help verify Accounts and reduce fraudulent or misleading activity.

Users are responsible for providing accurate information and maintaining the security of their Accounts.

2.2 Listing Integrity

Owners should ensure that Listings are:

• accurate;

• complete;

• truthful;

• regularly updated;

• supported by genuine photographs where appropriate.

Listings must not intentionally misrepresent the Tool being offered.

2.3 Safe Communication

Users should communicate respectfully, honestly and through the Platform wherever reasonably practicable.

Tool-O may monitor or review communications where permitted by law and reasonably necessary to:

• investigate misconduct;

• prevent fraud;

• enforce Platform policies;

• protect Users.

2.4 Safe Handover

Owners and Borrowers are encouraged to:

• inspect the Tool together where practicable;

• confirm its condition;

• verify included accessories;

• document the handover with photographs or videos where appropriate.

2.5 Safe Use of Tools

Borrowers should:

• use Tools responsibly;

• follow manufacturer instructions where available;

• operate Tools only within their level of competence;

• cease using a Tool if it appears unsafe.

2.6 Reporting Safety Concerns

Users are encouraged to promptly report:

• unsafe Tools;

• suspected fraud;

• abusive behaviour;

• security concerns;

• dangerous conduct;

• other matters that may place Users or the Platform at risk.

2.7 Trust Signals

Tool-O may provide features designed to promote trust, including:

• User profiles;

• reviews;

• ratings;

• Booking history;

• verification features where available;

• other trust-related indicators.

2.8 Fraud Prevention

Tool-O may implement reasonable measures to identify, investigate and reduce fraudulent or suspicious activity affecting the Platform.

2.9 Cooperation

Users are expected to cooperate reasonably with Tool-O in relation to trust and safety investigations by providing accurate information and responding to reasonable requests.

2.10 No Guarantee

Although Tool-O seeks to promote a safe and trustworthy marketplace, it cannot guarantee the conduct of Users or eliminate all risks associated with peer-to-peer transactions.

3.1 Investigation

Tool-O may investigate conduct that may affect trust, safety or the integrity of the Platform using information including:

• Booking records;

• communications;

• photographs;

• videos;

• reviews;

• Claims;

• payment information;

• security logs;

• other relevant information.

3.2 Interim Measures

Where reasonably necessary to protect Users or the Platform, Tool-O may take interim action including:

• temporarily restricting Listings;

• suspending Bookings;

• limiting Account functionality;

• preserving relevant information;

• restricting access to certain Platform features.

3.3 Enforcement

Where Tool-O reasonably believes that a User has engaged in conduct that threatens trust or safety, Tool-O may take action including:

• providing guidance;

• issuing warnings;

• removing content;

• restricting Listings;

• cancelling or restricting Bookings;

• suspending Accounts;

• permanently terminating Platform access.

3.4 Emergency Action

Where Tool-O reasonably believes that there is an immediate risk to Users, property or the Platform, Tool-O may take urgent action without prior notice where reasonably necessary.

3.5 Cooperation

Users are expected to cooperate reasonably with investigations by:

• providing accurate information;

• preserving relevant evidence;

• responding to reasonable requests;

• complying with reasonable safety directions.

3.6 Referrals

Where appropriate or required by law, Tool-O may refer matters involving suspected unlawful conduct to:

• law enforcement authorities;

• regulators;

• insurers;

• other appropriate organisations.

3.7 Continuous Improvement

Tool-O may use information obtained through investigations to improve:

• Platform safety;

• fraud prevention;

• security controls;

• User education;

• Platform functionality.

3.8 No Guarantee

Tool-O cannot guarantee that all unsafe, fraudulent or inappropriate conduct will be detected or prevented.

Users should exercise reasonable care and judgment when using the Platform.

3.9 Good Faith

Users should make reports honestly and in good faith.

Knowingly false or malicious reports may result in enforcement action.

3.10 Fair Process

Where reasonably practicable, Tool-O will seek to assess trust and safety matters fairly, impartially and based upon the information reasonably available.

4.1 Governance

Tool-O is responsible for administering this Trust & Safety Policy and may periodically review its trust and safety framework.

4.2 Periodic Review

Tool-O may review this Policy from time to time having regard to:

• changes in applicable laws;

• emerging safety risks;

• fraud trends;

• security developments;

• User feedback;

• operational experience.

4.3 Continuous Improvement

Tool-O is committed to continually improving its trust and safety measures through ongoing review of Platform operations, technology, policies and User feedback.

4.4 Compliance with Law

Tool-O seeks to comply with applicable laws relating to consumer protection, privacy, online safety and other legal obligations relevant to its operations.

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

4.5 No Waiver

Failure by Tool-O to enforce any provision of this Policy at any time does not constitute a waiver of its rights.

4.6 Relationship with Other Policies

This Trust & Safety Policy should be read together with the:

• Terms of Use;

• Community Guidelines;

• Code of Conduct;

• Claims Policy;

• Dispute Resolution Policy;

• Security 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 Policy or trust and safety concerns may be directed to Tool-O using the contact details published on the Platform.

4.8 Policy Updates

Tool-O may amend this Trust & Safety Policy from time to time.

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

4.9 Commitment

Tool-O is committed to maintaining a trustworthy, respectful and safe marketplace by promoting responsible behaviour, protecting Users and continually strengthening the Platform's trust and safety measures.

4.10 Final Statement

Trust and safety are fundamental to the success of the Tool-O community.

By working together, Tool-O and its Users can help create a marketplace built on confidence, accountability and mutual respect.

END OF TRUST & SAFETY POLICY