Refund Policy

Last updated: 8 June 2026

At RentalToolService.com, we want every rental to go smoothly. This Refund Policy explains when you are entitled to a refund or credit, how to request one, and how we process refunds. It forms part of our Terms of Service.

1. Cancellations Before the Rental Starts

More than 72 hours before the rental start time: Full refund to your original payment method. No cancellation fee applies. Refunds are processed within 5 to 10 business days depending on your bank or card issuer.

Between 24 and 72 hours before the rental start time: A cancellation fee of 25% of the total rental value is retained. The remaining 75% is refunded to your original payment method within 5 to 10 business days.

Less than 24 hours before the rental start time: A cancellation fee of 50% of the total rental value is retained. The remaining 50% is issued as a store credit to your RentalToolService.com account, valid for 12 months from the date of issue. Store credits are not redeemable for cash.

After the rental start time: No refund is available for cancellations made after the rental period has commenced, unless the equipment is faulty or unfit for its stated purpose as described in Section 3 of this policy.

2. No-Show and Non-Collection

If you have booked a depot collection and do not collect the equipment within two hours of your scheduled collection time without prior notice, we reserve the right to treat the booking as a no-show. No-show bookings are non-refundable. If your plans have changed, please notify us as early as possible so we can release the equipment for other customers.

For delivery bookings where our team arrives at the nominated site and is unable to complete delivery due to access issues, site readiness, or the Renter not being present, a re-delivery fee applies. The original rental charges are not refunded in this scenario, and the rental period still commences from the originally scheduled delivery time.

3. Equipment Faults and Breakdowns

If equipment develops a mechanical fault during the rental period through no fault of the Renter, you are entitled to a pro-rata refund or credit for the downtime period, calculated from the time you notified us of the fault to the time we either repaired the unit or delivered a replacement. Downtime refunds are calculated at the daily or hourly rental rate applicable to your booking.

To claim a breakdown refund, you must notify us at support@rentaltoolservice.com as soon as the fault becomes apparent. Do not attempt to repair the equipment yourself. Refunds for downtime are not available where the fault was caused by misuse, overloading, operating in unsuitable conditions, or failure to follow the operator manual.

If a fault renders the equipment completely unusable and we are unable to provide a suitable replacement within 24 hours, you are entitled to a full refund for the remaining unused portion of your rental period.

4. Equipment Not as Described

If the equipment delivered is materially different from what was described in the listing — for example, a significantly different model, missing attachments that were listed as included, or equipment in a state of disrepair that was not disclosed — you may reject the delivery and request a full refund. Rejection must occur at the time of delivery before the equipment is used. Contact us immediately at support@rentaltoolservice.com with photos and a description of the discrepancy.

Minor variations in model year, colour, or cosmetic condition do not constitute grounds for rejection or refund, provided the equipment’s function and specifications match the listing.

5. Early Returns

If you return equipment before the end of the agreed rental period, a partial refund may be issued at our discretion. To be eligible for a partial refund on early return, you must notify us at least 24 hours before the intended early return date. Early return credits are calculated at 50% of the remaining daily rate from the date of actual return to the original end date. Hourly rental bookings are not eligible for early return refunds.

Early return requests are subject to our logistics team being available to collect or accept the equipment. Equipment left unattended or returned without prior notification will not be eligible for any early return credit.

6. Damage Disputes

If you dispute a damage charge applied to your account after a rental, you must raise the dispute within 7 days of receiving the damage invoice by emailing support@rentaltoolservice.com. Include any photos taken at collection or delivery, the pre-start checklist you completed, and a written description of your dispute. We will review the evidence, including our own delivery and return inspection records, and provide a written determination within 10 business days. If the dispute is upheld, the charge will be reversed in full. If the dispute is partially upheld, a revised charge reflecting the fair assessment will be applied.

7. Refund Method

Refunds are issued to the original payment method used at the time of booking. We cannot redirect refunds to a different card or bank account. If the original payment method is no longer active, contact us at support@rentaltoolservice.com and we will work with you to arrange an alternative. Store credits are issued to your RentalToolService.com account and can be applied to future bookings at checkout.

8. How to Request a Refund

To request a refund or cancellation, email support@rentaltoolservice.com with your booking reference number, the reason for the request, and any supporting documentation such as photos or communication records. We aim to respond to all refund requests within two business days. Approved refunds are processed within 5 to 10 business days from the approval date, though the time for funds to appear in your account depends on your bank or card issuer.

9. Contact

If you have any questions about this Refund Policy, contact our support team at support@rentaltoolservice.com. We are available seven days a week and are committed to resolving any issues fairly and promptly.