Community Guidelines

This marketplace only works if a stranger will lend you their drill and you will bring it back. That runs on trust, and trust is a set of habits:

• Be accurate. Describe the item, and your intentions, as they actually are.
• Turn up. Or say, in good time, that you cannot.
• Treat other people's things better than your own.
• Treat other people as neighbours — because that is what they are.

Every rental here ends in two people meeting. These are the expectations on both of you when that happens.

Agreeing where and when

• Nobody has to meet at a home. A driveway, a car park, a café, outside a supermarket — any of these is a completely normal handoff. Do not press someone to come to your address, and do not treat a request to meet somewhere public as an insult.
• Bringing someone with you is normal. Do not object to it or comment on it.
• Agree a specific time and place in the message thread, and keep it there. It gives you both a record.
• Be on time, and message if you will not be. Ten minutes late with a message is fine. Forty minutes late in silence, while someone stands in a car park, is not.

At the handoff

• Inspect the item together, and photograph it together. Both of you present, before it leaves and after it comes back. This settles almost every future argument before it starts.
• Point out defects out loud, even ones already in the listing.
• Show how it works if it is not obvious, and say what it should not be used for.
• Keep it brief and businesslike. A handoff is a handoff. It is not a social occasion unless both people clearly want it to be.

Boundaries — these are rules, not etiquette

• No sexual or romantic advances. A rental is not an introduction. Do not comment on someone's appearance, ask them out, or follow up about anything other than the rental.
• Do not enter someone's home uninvited, and do not go beyond where you have been invited. If you are handed something at a door, the handoff happens at the door.
• Do not photograph or record a person, their home, their vehicle or their family without asking. Photograph the item.
• Do not turn up unannounced, outside an agreed time, or after a rental has ended.
• Do not contact someone outside the platform unless they have given you that contact detail for that purpose — and stop the moment they ask you to.
• Do not bring anyone the other person has not agreed to into their home.
• Do not attend a handoff impaired by alcohol or drugs.
• Do not bring a weapon to a handoff.

Anyone can walk away

Either party may end a meeting or cancel a rental at any point before handoff, for any reason or none, without explaining themselves. If a situation feels wrong, leave. Cancelling for a safety reason will never be held against you, and pressuring someone who has backed out — repeat messages, guilt, threats about reviews — is itself a serious violation.

If a meeting has already gone wrong, get yourself somewhere safe and contact your local emergency services first. Report it to us afterwards at safety@[YOURDOMAIN.COM]. We are not an emergency service and cannot intervene in real time.

Discrimination is not permitted. You choose who to rent to and from, but you may not choose on the basis of race, colour, national origin, ethnicity, religion, sex, gender identity or expression, sexual orientation, marital or familial status, age, disability, veteran status, source of income, or any other characteristic protected where you live. This covers who you accept, what you charge them, how you speak to them, and what you write in a listing.

Declining a request because the dates do not work, because the item is not suitable for the described use, or because something in the conversation worried you is fine. Declining because of who someone is, is not.

None of the following is acceptable, anywhere on the Service:

• slurs, harassment, sexual harassment, or degrading language;
• threats of violence, or intimidation, whether or not you mean them;
• publishing someone's private information — address, phone number, workplace, photograph — without their consent;
• repeated unwanted contact after someone has asked you to stop, or contacting them through another account after being blocked;
• impersonating another person, or creating an account on someone's behalf without their knowledge;
• lying about who you are, or holding multiple accounts to evade a suspension.

Everyone using this Service is at least 18. If you believe you are dealing with a minor, do not proceed with the rental — report it instead.

Owners

• Photograph the actual item, in its actual condition, recently.
• Disclose every defect, missing part, quirk and recall you know about — including the ones a photo hides.
• Keep availability current. An accepted request you cannot honour wastes someone's day.
• Set the deposit to something proportionate to the item, not to what you think you can extract.
• Do not raise the price after acceptance, invent charges at handoff, or hold a deposit hostage for a good review.

Renters

• Say what you actually intend to use it for, especially if it is demanding.
• Do not request dates you are unsure about to hold an item “just in case”.
• Return it on time, clean, charged, refuelled and complete.
• Report damage yourself, immediately, in the thread. Damage disclosed by the person who caused it is a small problem; damage discovered by the owner is a large one.
• Do not lend it on to someone else.

Both

• Do not take the deal off-platform to dodge fees. It removes the record that protects you both.
• Do not manipulate reviews — no trading positive reviews, no reviewing yourself through another account, no conditioning a deposit or a handoff on what someone writes.

Plans change and cancelling is allowed. Cancelling badly is the problem.

• Cancel as soon as you know, through the Service so the record and the availability both update.
• Say why, briefly. You are not required to, and never for a safety reason, but it is the difference between a shrug and a grudge.
• A no-show is not a cancellation. Failing to appear, without a message, at a time and place someone travelled to is the most common serious complaint on marketplaces like this one, and we treat repeat offences as grounds for removal.
• Do not cancel to re-list at a higher price to someone else.

What happens to the money in each case is set out in Cancellations, Deposits & Refunds.

Use the report control on a listing or a profile. Tell us what happened, when, and which rental it relates to. Reports are private: we do not tell the person who reported them.

Report, rather than handling it yourself, if you encounter:

• anything threatening, violent or sexual;
• discrimination;
• an item on the prohibited list;
• a listing that is plainly fraudulent, stolen or a scam;
• someone asking you to pay off-platform or to hand over card details;
• someone you believe to be under 18.

Do not file false reports. Using the report system to punish someone you disagreed with is itself a violation.

Be realistic about what we can do. There is no staffed round-the-clock moderation team. Reports go into a queue that a small number of people work through. We prioritise anything involving a credible risk to physical safety. We cannot promise a response time and we cannot promise an outcome.

Depending on what happened and whether it has happened before, we may:

• take no action, and tell you why;
• warn the person;
• remove a listing, a review or a message;
• limit an account — for example, stop it taking new bookings;
• suspend it while we look further;
• remove it permanently.

Some things skip the ladder. Violence or threats of it, sexual harassment, discrimination, doxxing, fraud, theft, listing a prohibited item, or being under 18 can mean immediate permanent removal on a first occurrence.

If you think we got it wrong, reply to the notice or email support@[YOURDOMAIN.COM]. Say what you think we missed. A different person will look at it where we can arrange that.

These guidelines form part of the Terms of Service, and breaking them is a breach of that agreement.