Consumer Refund and Deposit Policy

Version date: 29 May 2026

This Consumer Refund and Deposit Policy explains how refunds, Deposits, Pre-authorisations and post-hire deductions work for Consumer tool-hire bookings made 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;

• Consumer Cancellation Policy;

• Booking Confirmation;

• 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 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. Our Refund and Deposit Approach

For Consumer bookings, our approach is:

• Deposits and Pre-authorisations are security for the hire, not automatic charges;

• we will not keep a Deposit or charge a Pre-authorisation simply because a Booking was cancelled;

• we will not deduct for Fair Wear and Tear;

• we will only deduct or charge sums that are properly due under the Hire Terms, this Policy, the Consumer Cancellation Policy, the Booking Confirmation or applicable law;

• where a deduction is made, we will explain the reason and use reasonable evidence;

• where only part of a Deposit is in dispute, we will not unreasonably withhold the undisputed balance;

• if no deduction is due, we will instruct release or refund within the times stated in this Policy; and

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

2. Deposits, Pre-authorisations and Card Charges

A Deposit is money paid by you as security for the hire.

A Pre-authorisation is a temporary hold or authorisation placed on a payment card or payment method. It is not the same as money being taken from your account, although it may reduce your available balance while the hold is active.

A Deposit or Pre-authorisation may be required before Equipment is released, made available for collection, delivered where delivery applies, or supplied under a Booking.

The amount of any Deposit or Pre-authorisation will be shown before checkout or in the Booking Confirmation.

A Deposit or Pre-authorisation is not a cap on your liability unless we expressly say otherwise in writing. If sums properly due exceed the Deposit or Pre-authorisation, section 14 explains how additional amounts may be handled.

We do not provide damage waiver, theft waiver, loss waiver or insurance for your benefit unless expressly stated in the Booking Confirmation.

3. What a Deposit or Pre-authorisation May Cover

A Deposit or Pre-authorisation may be used as security for sums properly due, including:

• unpaid hire charges;

• late-return charges;

• loss or theft of Equipment;

• damage to Equipment;

• missing accessories, batteries, chargers, cases, manuals or other items supplied;

• cleaning, drying or decontamination costs;

• reasonable recovery or return costs caused by non-return, failed return, loss, theft or another issue within your control;

• reasonable direct cancellation costs where allowed by the Consumer Cancellation Policy;

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

• failed delivery, failed return collection or failed-visit charges where properly due for an Optional Service;

• replacement cost where Equipment is lost, stolen, not returned, substituted, or damaged beyond economic repair; and

• other sums properly due under the Hire Terms, Booking Confirmation or linked policies.

We will not deduct from a Deposit or charge a Pre-authorisation merely because there is a Deposit or Pre-authorisation in place.

4. Minimum Age and 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 require identity, address, age, payment and fraud-prevention checks before confirming a Booking, releasing Equipment, providing an Optional Service, or approving an extension.

If checks are not completed, fail, appear inconsistent, or give us reasonable concern, we may refuse, cancel or place a Booking on manual review in accordance with the Hire Terms and linked policies.

Where a Booking is cancelled before Equipment is supplied 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, the Consumer Cancellation Policy or this Policy.

5. Fair Wear and Tear

We will not charge you for Fair Wear and Tear.

Fair Wear and Tear means ordinary and reasonable wear resulting from proper use of the Equipment in accordance with the instructions supplied.

Fair Wear and Tear does not include:

• impact damage;

• misuse;

• water damage;

• contamination;

• missing accessories;

• broken, cut or damaged cables;

• damaged batteries or chargers;

• unauthorised modification;

• substitution with another item;

• use with incorrect accessories, batteries, chargers, fuel, fluids or consumables;

• failure to follow instructions;

• failure to stop using Equipment when a fault or safety concern is suspected; or

• return of Equipment in a condition that is unsafe, wet where this creates risk or requires drying or inspection, contaminated, incomplete or unsuitable for inspection.

6. Return Inspection

When Equipment is returned, we may inspect it before releasing or refunding any Deposit or Pre-authorisation.

The return inspection may include checking:

• the Equipment returned matches the Booking;

• asset numbers, serial numbers or labels;

• included accessories;

• cleanliness;

• signs of damage;

• signs of misuse;

• whether the Equipment is wet or contaminated;

• whether batteries, chargers, cases or attachments are present and undamaged;

• whether electrical or safety checks are needed before rehire; and

• whether any other Return Issue exists under the Hire Terms.

If Equipment is wet, contaminated, unsafe to inspect or suspected to be hazardous, we may delay inspection until it is safe to inspect.

Return inspection does not affect any legal rights you have where Equipment is faulty or not supplied as required by law.

7. Deductions for Damage, Cleaning or Missing Items

We may deduct or charge reasonable amounts where Equipment or accessories are returned:

• damaged;

• incomplete;

• dirty beyond ordinary use;

• wet where this creates risk or requires drying or inspection;

• contaminated;

• modified without permission;

• substituted with another item;

• missing accessories or parts;

• damaged beyond economic repair; or

• otherwise not returned in the condition required by the Hire Terms.

Examples of charges may include:

• reasonable repair costs;

• reasonable cleaning or drying costs;

• decontamination costs;

• replacement parts;

• replacement accessories;

• missing battery, charger, case or attachment costs;

• inspection or testing costs reasonably required because of damage, misuse, contamination or suspected unsafe condition;

• manufacturer or specialist contractor charges; or

• replacement cost where repair is not economical.

We will not charge more than is reasonable in the circumstances.

We will not deduct for Fair Wear and Tear.

8. Loss, Theft, Substitution and Non-Return

You must tell us promptly if Equipment is lost, stolen, substituted, damaged beyond economic repair or cannot be returned.

If Equipment is lost, stolen, not returned, abandoned, substituted, destroyed or damaged beyond economic repair, you may be charged up to the reasonable replacement cost of the Equipment and any missing accessories, subject to applicable law and the Hire Terms.

Returning a different item, substitute item, counterfeit item, incomplete item or materially altered item is not a valid return unless we have agreed it in writing.

Any replacement value shown before checkout or in the Booking Confirmation is not a purchase price and does not give you the right to keep the Equipment.

Where appropriate, the amount charged may take into account the age, condition and availability of equivalent Equipment and the circumstances of the loss or damage.

If Equipment is stolen, we may ask you to provide reasonable information, including a crime reference number where available.

9. Late Return

If Equipment is returned after the agreed return date and time, late-return charges may apply as set out in the Hire Terms and Booking Confirmation.

Late-return charges will be calculated by reference to the hire charges that would have applied if the additional period of hire had been booked in advance for the same Equipment, unless a different late-return rate or charging basis is shown before checkout or in the Booking Confirmation.

For example, if the Equipment is returned one day late, the additional charge will usually reflect the applicable one-day hire charge for that Equipment. If the Equipment is returned for a longer additional period, the charge may reflect the applicable hire rate for that longer period, where such a rate is available for the Equipment.

Late-return charges apply for each day or part-day after the agreed return time until the Equipment is returned, collected by us where return collection applies, or treated by us as lost or not returned.

Late-return charges are intended to reflect continued unauthorised hire after the agreed return time. They do not give you a right to keep the Equipment beyond the agreed Hire Period, do not guarantee that an extension would have been approved, and do not limit any other sums properly due under the Hire Terms.

Any standard grace period or reduced late-return charge will be shown before checkout. We may also apply a discretionary grace period or reduced charge in individual cases.

10. Optional Services and Failed Visits

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

If an Optional Service applies, the relevant arrangements, charges, restrictions and failed-visit charges will be shown before checkout, in the Booking Confirmation, or otherwise agreed before the cost is incurred.

If delivery applies and delivery fails because of an issue within your control, we may charge a failed delivery fee where the amount or charging basis was properly disclosed.

If return collection applies and return collection fails because of an issue within your control, we may charge a failed return collection fee where the amount or charging basis was properly disclosed.

Examples of issues within your control may include:

• you or your Authorised Representative being unavailable where required;

• an incorrect or incomplete address;

• required identity, age, address, payment or handover checks not being completed;

• unsafe, unsuitable, blocked or restricted access;

• Equipment not being available for collection;

• Equipment not being safe to handle;

• Equipment being contaminated or hazardous; or

• another issue within your control preventing delivery, handover or collection.

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.

11. Refunds After Cancellation

Refunds after cancellation are handled under the Consumer Cancellation Policy.

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.

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 after cancellation 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.

12. Evidence for Deductions or Charges

Where we make a deduction or charge, we will base it on reasonable evidence.

Evidence may include:

• dispatch records;

• return records;

• customer collection or handover records;

• failed-visit records where relevant;

• photographs;

• inspection notes;

• accessory checklists;

• serial numbers or asset records;

• repair costs;

• cleaning costs;

• replacement costs;

• contractor or supplier invoices;

• customer communications;

• payment and booking records; or

• other relevant records reasonably connected with the deduction or charge.

For small deductions, we may use a reasonable internal cost record rather than a third-party invoice, provided the amount is fair and proportionate.

We will not be required to provide commercially sensitive supplier information, internal pricing information or documents that we are not legally required to disclose, but we will provide enough information to explain the deduction or charge.

13. Disputed Deductions or Charges

If you disagree with a deduction or charge, you should contact us as soon as possible using:

• Email: london@pro-tool-hire.co.uk

• Phone: 07922 232 181

You should provide any evidence or information you want us to consider.

We will review the dispute fairly and within a reasonable time.

Where a dispute relates only to part of a Deposit, we will not unreasonably withhold any undisputed balance.

This does not affect any legal rights you have.

14. Additional Amounts Owed

A Deposit or Pre-authorisation is security only and is not a cap on your liability unless we expressly say otherwise in writing.

If sums properly due exceed the Deposit or Pre-authorisation, we may ask you to pay the balance separately.

We will explain the reason for any additional amount claimed and, where reasonable, provide supporting evidence.

This section does not affect any legal rights you have.

15. Refund and Release 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.

Where a Pre-authorisation is due to be released and no deduction is due, we will instruct release or cancellation within 5 working days after any required return inspection or cancellation review.

Payment-provider and card-issuer processing times may vary. Some banks or card providers may take longer to show funds or available balance after we have instructed a refund, release or cancellation.

If there is a dispute, suspected damage, suspected contamination, missing Equipment, 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.

16. Summary Table

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