Consumer Cancellation Policy

Version date: 29 May 2026

This Consumer Cancellation Policy explains how cancellations work for tool-hire bookings made by Consumers with Evolution Electronics & Electrical Limited, company number 08408611, trading as Pro Tool Hire.

A Consumer means a customer hiring Equipment mainly for personal, domestic or household use.

Our standard hire service is customer collection from, and customer return to, our shop:

Pro Tool Hire
398 Harrow Road
London W9 2HU

Delivery, return collection, loading assistance, collection from a non-shop location and any other non-standard services apply only if we offer or agree them for your Booking.

This Policy should be read together with our:

• Hire Terms and Conditions;

• Booking Confirmation;

• Consumer Refund and Deposit Policy;

• Consumer Collection, Return and Delivery Policy;

• Consumer ID, Age, Address and Fraud Checks Notice;

• Privacy Policy; and

• any product-specific terms, restrictions or safety instructions shown before checkout or included in your Booking Confirmation.

Nothing in this Policy affects any cancellation rights or other rights you have by law.

If this Policy conflicts with the Hire Terms, the Booking Confirmation or any mandatory legal requirement, the order of priority in the Hire Terms will apply.

1. Cancellation Overview

For Consumer bookings, the general cancellation position is:

• you can cancel free of charge before we accept your Booking;

• if your Booking is marked as pending approval, you can cancel free of charge before we issue a Booking Confirmation;

• once your Booking is confirmed, you can still cancel free of charge if we have not yet prepared, made available, released, delivered where delivery applies, or otherwise supplied the Equipment;

• if we have already incurred reasonable direct costs for your Booking, we may charge those costs where this Policy allows and where the amount or charging basis was clearly shown before checkout, in the Booking Confirmation, or otherwise agreed before the cost was incurred;

• if an Optional Service has already been arranged, attempted or performed, reasonable disclosed charges may apply where the cancellation is caused by an issue within your control;

• once the hire has started, there is no automatic refund for cancellation or early return unless we agree otherwise or the law requires it;

• if Equipment is faulty or not supplied as required by law, your legal rights still apply; and

• cancelling a Booking does not automatically mean that a Deposit or Pre-authorisation is forfeited.

We do not charge Consumers a separate short-notice cancellation fee as a standalone penalty. If you cancel at short notice, we will only charge reasonable direct costs already incurred for your Booking where those costs or their charging basis were clearly shown before checkout, in the Booking Confirmation, or otherwise agreed before the cost was incurred.

2. Legal Cancellation Rights for Consumers

If your Booking is made online, by phone, by email, or otherwise at a distance or off-premises, you may have a legal right to cancel.

Where a legal cancellation right applies, the cancellation period is usually 14 days from the day after the contract is made, unless a legal exception applies or the cancellation period is affected by the hire starting with your agreement.

If you ask us to start preparing, making available, releasing, delivering where delivery applies, providing an Optional Service, or otherwise supplying the Equipment during any legal cancellation period, you expressly request that we may begin performance before the end of that period. We may ask you to confirm this request during checkout, in the Booking Confirmation, or in another durable form where required by law.

If you cancel after performance has started, you may have to pay for the hire period used, preparation, release, delivery where applicable, Optional Services already provided, failed visits, and any other sums properly due under the Hire Terms, where permitted by law.

If any related service has been fully performed with your agreement during any legal cancellation period, you may lose the right to cancel that fully performed service where the law allows this.

Where a legal cancellation right does not apply, cancellation will be handled under this Policy, the Hire Terms and the Booking Confirmation.

Nothing in this Policy affects any cancellation rights you have by law.

3. When You Can Cancel Without a Cancellation Charge

You may cancel without a cancellation charge where:

• your Booking is pending approval and you cancel before we issue a Booking Confirmation;

• we have issued a Booking Confirmation but have not yet prepared, made available for collection, released, delivered where delivery applies, or otherwise supplied the Equipment;

• we refuse the Booking;

• we cancel before supplying Equipment for reasons not caused by you;

• the Equipment is unavailable and no suitable alternative is agreed;

• we make a material change to the Booking and you do not agree to it;

• we discover a material pricing, availability or description error and you do not agree to proceed on corrected terms; or

• you have a legal cancellation right that entitles you to cancel without charge.

Where you cancel without a cancellation charge, we will refund hire charges paid for Equipment not supplied.

This does not affect our right to charge any separate sums properly due under the Hire Terms, such as damage, missing accessories, late-return charges, cleaning charges, loss, theft or other charges where Equipment has already been supplied.

4. Booking Confirmation and Pending Approval

Most website Bookings may be confirmed when checkout is completed and we issue a Booking Confirmation.

Some Bookings may be marked as pending approval instead. This may apply to higher-value Equipment, higher-risk Equipment, first-time customers, Optional Services, identity-check requirements, unusual hire periods, product restrictions, or where we consider manual review appropriate.

If your Booking is pending approval, you may cancel the Booking request free of charge before we issue a Booking Confirmation.

Taking payment, placing a card Pre-authorisation, requesting identity checks, sending a payment receipt, or sending an automatic order acknowledgement does not by itself mean that we have accepted a Booking if the checkout or confirmation page says the Booking is pending approval.

If we do not accept a pending Booking, we will refund hire charges paid for Equipment not supplied, refund any Deposit taken and release or cancel any Pre-authorisation, unless sums are properly due under the Hire Terms.

5. Minimum Age and Failed Checks

You must be at least 18 years old to place a Booking, collect Equipment, accept delivery, receive an Optional Service, or act as an Authorised Representative.

Some Equipment, accessories or consumables may be subject to higher age, competency, certification or identity requirements.

We may cancel or refuse a Booking if identity, address, age, payment or fraud-prevention checks are not completed, fail, appear inconsistent, or give us reasonable concern.

If we cancel or refuse a Booking because checks are not completed, fail, or give us reasonable concern, we will refund hire charges paid for Equipment not supplied, unless sums are properly due under the Hire Terms or this Policy.

6. Changes to a Booking

If you want to change the Equipment, Hire Period, collection time, return deadline, Optional Services or other Booking details, you must contact us as soon as possible.

Changes are subject to availability, approval, payment, identity checks, product restrictions, opening hours, staff availability, any Optional Service availability, and the maximum Hire Period.

A change may affect:

• the hire charge;

• Deposit or Pre-authorisation;

• collection time;

• return deadline;

• availability;

• product-specific restrictions;

• Optional Service charges;

• failed-visit charges; or

• whether the Booking can proceed.

We will tell you before confirming a change if the change affects the price, Deposit, Pre-authorisation, return deadline, Optional Service charge or any other material Booking term.

If a requested change cannot be agreed, you may need to cancel the Booking under this Policy.

7. Partial Cancellation

If your Booking includes more than one item of Equipment, you may ask to cancel part of the Booking.

Partial cancellation is subject to availability, timing, payment, Optional Services, product restrictions and whether the relevant Equipment has already been prepared, made available for collection, released, delivered where delivery applies, collected or otherwise supplied.

If partial cancellation affects a bundle price, minimum order value, Deposit, Pre-authorisation, Optional Service, related item or product-specific restriction, we may recalculate the Booking on the basis of the Equipment that remains hired, subject to applicable law.

8. Cancelling Before Preparation, Release or Supply

If you cancel after we have issued a Booking Confirmation but before we have prepared, made available for collection, released, delivered where delivery applies, or otherwise supplied the Equipment, we will refund the hire charges paid for Equipment not supplied.

We will not charge a cancellation fee at this stage unless we have already incurred a genuine direct cost for your Booking outside ordinary preparation, the amount or charging basis was clearly shown before checkout, in the Booking Confirmation, or otherwise agreed before the cost was incurred, and the charge is lawful, fair and proportionate.

9. Cancelling After Preparation or Making Available for Collection

If you cancel after we have prepared, specially reserved, made available for collection, loaded, arranged an Optional Service, or otherwise incurred direct costs for your Booking before the hire has started, we may deduct or charge reasonable direct costs already incurred.

We will only charge such costs where they are fair, proportionate, clearly disclosed before checkout, in the Booking Confirmation, or otherwise agreed before the cost was incurred, and directly caused by the cancellation.

We will not charge Consumers for ordinary business overheads or automatically retain all upfront payments simply because a cancellation has occurred.

Examples of direct costs may include:

• specific third-party charges incurred for your Booking;

• special preparation costs clearly disclosed before checkout or in the Booking Confirmation;

• Optional Service costs where the service was offered or agreed for your Booking and the charge was properly disclosed;

• failed-visit charges where properly due under the Hire Terms; or

• other direct costs reasonably incurred for your Booking.

We will not charge the same cost twice. If more than one cancellation charge could apply, the total charge will be limited to sums properly due and reasonably connected with the cancellation.

10. Customer Collection Bookings and Hire Start

For customer collection bookings, your Booking Confirmation may state that the hire starts at a specific date and time if the Equipment is made available for collection as agreed, even if you collect late or do not collect for reasons within your control.

Equipment is made available for collection when it is ready for collection at the agreed location during the agreed collection time or collection window, subject to any checks or requirements stated before checkout or in the Booking Confirmation.

This rule must be shown clearly before checkout and in the Booking Confirmation where it applies.

If the Equipment is not available for collection because of our fault, the hire will not start until the Equipment is made available, unless we agree another fair arrangement with you.

11. Cancelling After the Hire Has Started

The hire starts when the Hire Period begins and the Equipment has been handed over, collected, delivered where delivery applies, made available for collection in accordance with the Booking Confirmation, or otherwise supplied in accordance with the Booking.

If you cancel after the hire has started, there is no automatic refund for unused hire time unless we agree otherwise or unless required by law.

You may be charged for:

• the hire period used;

• preparation, release or supply costs properly incurred;

• Optional Services properly incurred;

• failed-visit charges where properly due;

• late return, damage, loss, theft, cleaning, missing accessories or other charges properly due under the Hire Terms; and

• any other sums lawfully due under the Booking Confirmation or linked policies.

Where the hire has started within any legal cancellation period, any refund or charge will be calculated in accordance with your legal rights, any early-start consent given, the extent to which the hire has been performed, and any sums properly due under the Hire Terms.

12. Incorrect or Unsuitable Equipment Selected by You

You are responsible for checking that the Equipment selected is suitable for your intended use.

If you ask to cancel or change a Booking because you selected incorrect or unsuitable Equipment, we will deal with the request under this Policy. Any refund, charge or replacement will depend on timing, availability, costs incurred, and any legal rights that apply.

This section does not apply where the incorrect or unsuitable Equipment was supplied because of our error, breach of contract, negligence, or failure to provide information required by law.

13. Early Return

Returning Equipment early does not automatically entitle you to a refund.

Unless we agree otherwise, or unless required by law, hire charges are calculated based on the agreed Hire Period shown in the Booking Confirmation.

We may, at our discretion, offer a partial refund or credit for early return where:

• the Equipment is returned early;

• the Equipment is complete, clean and undamaged, Fair Wear and Tear excepted;

• the Equipment is available for rehire; and

• no other charges are due.

This does not affect any refund or cancellation right you have by law.

If an early return is caused by Equipment being faulty or not supplied as required by law, this section does not limit any remedy you may have.

14. Extensions and Cancellation of Extensions

Extensions are not automatic. Any extension must be requested before the Hire Period expires and must be approved by us.

If an extension has been approved and paid for, cancellation of that extension will be treated in the same way as cancellation of a Booking, depending on whether the extension period has started, whether Equipment has been reserved, and what costs have been incurred.

We may refuse or cancel an extension where approving it would cause the hire to exceed the maximum Hire Period available through the website, where payment fails, where Equipment is required for inspection or another booking, or where we have safety, compliance, availability or fraud-prevention concerns.

15. Optional Services, Failed Visits and Transport Costs

Optional Services apply only where we offer or agree them for your Booking.

If an Optional Service has already been arranged, attempted or performed before cancellation, we may charge reasonable costs where the amount or charging basis was disclosed before checkout, in the Booking Confirmation, or otherwise agreed before the cost was incurred.

If delivery applies and delivery fails because you or your Authorised Representative is unavailable, the address is incorrect, required identity, age, payment or address checks cannot be completed, access is unsafe or unsuitable, or another issue within your control prevents delivery or handover, we may charge a failed delivery fee where properly disclosed.

If return collection applies and return collection fails because the Equipment is not available for collection, access is unsafe or unsuitable, you or your Authorised Representative is unavailable where required, or another issue within your control prevents collection, we may charge a failed return collection fee where properly disclosed.

We will not charge a failed delivery or failed return collection fee where the failure was caused by us.

No failed return collection fee applies where you are responsible for returning the Equipment to us and no return collection service has been booked.

16. Cancellation by Us

We may cancel, refuse, suspend or end a Booking or hire in the circumstances set out in our Hire Terms.

If we cancel before Equipment is supplied for reasons not caused by you, we will refund charges paid for Equipment not supplied.

If we end a hire after Equipment has been supplied, we will act reasonably and will provide any refund or remedy required by applicable law, taking into account:

• the reason for ending the hire;

• whether the ending was caused by your breach, misuse, non-payment, failed checks or safety issue;

• the hire period already used;

• any Optional Services or failed-visit costs properly incurred;

• any loss, damage, missing accessories, cleaning or late-return charges; and

• any legal rights that apply.

17. Deposits and Pre-authorisations on Cancellation

Cancelling a Booking does not automatically mean that a Deposit or Pre-authorisation is forfeited.

We will not deduct from a Deposit or Pre-authorisation merely because a cancellation has occurred.

Deposits and Pre-authorisations are handled in accordance with our Hire Terms and Consumer Refund and Deposit Policy.

If you cancel before Equipment is supplied and no sums are properly due, we will refund any Deposit taken and release or cancel any Pre-authorisation.

If sums are properly due, we may deduct or charge the amount reasonably connected with those sums. Where practicable, we will release or refund any undisputed balance.

Examples of sums that may be deducted or charged include:

• reasonable cancellation costs clearly shown before checkout or in the Booking Confirmation;

• reasonable direct preparation costs where lawful, proportionate and clearly disclosed;

• Optional Service charges where the service was offered or agreed for your Booking and the charge was properly disclosed;

• failed delivery or failed return collection charges where properly due;

• hire charges for any period used;

• late-return charges;

• loss, theft, damage, missing accessory or cleaning charges; and

• other charges properly due under the Hire Terms.

18. How to Cancel

To cancel a Booking, contact us as soon as possible using:

• Email: london@pro-tool-hire.co.uk

• Phone: 07922 232 181

You do not need to use any specific wording to cancel, provided your decision to cancel is clear. Where required by law, we will accept any clear cancellation statement sent in a way the law allows.

You should include:

• your name;

• Booking reference;

• Equipment booked;

• hire start date;

• collection, return or Optional Service details;

• reason for cancellation, if you are willing to provide it; and

• your preferred contact details.

Cancellation is effective when we receive your cancellation request, unless applicable law says otherwise.

We will confirm receipt of your cancellation request where reasonably possible.

19. Optional Consumer Cancellation Form

Where you have a legal right to cancel, you may use the cancellation form below, but you do not have to. You can cancel by any clear statement using the contact details in this Policy.

To: Evolution Electronics & Electrical Limited, trading as Pro Tool Hire, 398 Harrow Road, London W9 2HU, london@pro-tool-hire.co.uk

I/we hereby give notice that I/we cancel my/our contract for the hire of the following Equipment:

Equipment:

Booking reference:

Ordered on:

Hire start date:

Name of customer:

Address of customer:

Signature, if sent on paper:

Date:

20. Refund Timing

Where a refund is due, we will process it within the time required by law.

Where no specific legal deadline applies, we will process refunds within 10 working days after confirming that a refund is due.

Where a Deposit is due to be returned and no deduction is due, we will instruct release or refund within 5 working days after any required return inspection or cancellation review. Payment-provider processing times may vary.

If there is a dispute, missing Equipment, suspected damage, suspected contamination, non-return, payment failure, or ongoing investigation, we may delay release or refund of the amount reasonably connected with the issue while it is investigated. Where practicable, we will release or refund any undisputed balance.

21. Summary Table

This table is a plain-English summary only. The full Policy and Hire Terms apply.