Dispute Resolution
We're committed to fair and transparent resolution of conflicts between renters and tool owners. Here's how we handle disputes.
How Disputes Are Resolved
Our step-by-step process ensures fair outcomes for all parties involved.
Direct Communication
Typical duration: 1-3 days
Try to resolve the issue directly with the other party through Handi messaging.
Key points:
- •Be polite and professional
- •Clearly explain the issue
- •Provide evidence (photos, receipts)
- •Suggest a fair solution
Handi Mediation
Typical duration: 3-7 days
If direct communication fails, our support team will mediate between both parties.
Key points:
- •Respond promptly to requests
- •Provide all relevant documentation
- •Be open to compromise
- •Follow mediator guidance
Formal Review
Typical duration: 7-14 days
Our disputes team conducts a thorough review and makes a binding decision.
Key points:
- •Submit detailed statement
- •Include all evidence
- •Cooperate with investigation
- •Accept the final decision
External Arbitration
Typical duration: 30-60 days
For unresolved disputes over £2,000, independent arbitration may be required.
Key points:
- •Legal representation allowed
- •Formal arbitration process
- •Binding final decision
- •Costs may apply
Common Types of Disputes
Here are the most common disputes and how we typically resolve them:
Tool Condition Disputes
Disagreements about damage or cleanliness
How we resolve:
We review pickup/return photos, inspection reports, and both parties' statements.
Payment Issues
Billing errors, refunds, or late payment fees
How we resolve:
We check transaction records, rental agreement terms, and apply our refund policy.
No-Shows & Cancellations
Failed pickups or last-minute cancellations
How we resolve:
We enforce our cancellation policy and determine appropriate refunds or fees.
Tool Performance
Equipment not working as described
How we resolve:
We assess whether the issue constitutes misrepresentation and arrange refunds if warranted.
Communication Breakdown
Unresponsive users or scheduling conflicts
How we resolve:
We check message history and enforce our response time requirements.
Safety Concerns
Unsafe tools or dangerous behavior
How we resolve:
Priority investigation with potential account suspension and insurance claims.
Preventing Disputes
The best way to handle disputes is to prevent them. Follow these tips:
For Renters
- ✓Inspect tools thoroughly at pickup
- ✓Take photos/videos before use
- ✓Follow safety guidelines
- ✓Return on time and clean
- ✓Communicate promptly
- ✓Report issues immediately
For Tool Owners
- ✓Provide accurate descriptions
- ✓Include clear photos
- ✓Test tools before listing
- ✓Document tool condition
- ✓Be responsive to messages
- ✓Conduct thorough inspections
Refund Policy
Full Refund (100%)
- •Owner cancels within 24 hours of pickup
- •Tool significantly misrepresented or unsafe
- •Owner no-show without communication
Partial Refund (50%)
- •Renter cancels 24-48 hours before pickup
- •Tool has minor undisclosed issues
No Refund
- •Renter cancels less than 24 hours before pickup
- •Renter no-show without communication
- •Change of mind after pickup
Need to Raise a Dispute?
If you're unable to resolve an issue directly, our support team is here to help. Start the dispute resolution process today.