Hire Terms and Conditions

Version date: 29 May 2026

These Hire Terms and Conditions apply to the hire of tools, equipment, accessories and related items from Evolution Electronics & Electrical Limited, company number 08408611, trading as Pro Tool Hire.

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.

You will be asked to accept these Terms before placing a Booking. By placing a Booking, collecting Equipment, accepting any Optional Service, or using Equipment supplied by us, you agree to these Terms.

These Terms are intended for short-term hire only. We do not offer consumer credit, hire-purchase, instalment payment, buy-now-pay-later, deferred payment or long-term consumer hire through the website.

Nothing in these Terms affects any rights you have by law.

1. Documents That Apply to Your Hire

These Terms should be read together with:

• the Booking Confirmation;
• any product page, checkout information or hire schedule applying to the Equipment;
• our Consumer Cancellation Policy, where you are a Consumer;
• our Consumer Refund and Deposit Policy, where you are a Consumer;
• our Consumer Collection, Return and Delivery Policy, where you are a Consumer;
• our Consumer ID, Age, Address and Fraud Checks Notice, where you are a Consumer;
• our Privacy Policy;
• our Cookie Policy; and
• any product-specific safety instructions, manuals, labels, warnings or notices supplied with the Equipment.

If you are a Consumer and there is a conflict between these Terms and a Consumer policy that applies to your Booking, the wording that gives you the greater legal protection will apply, unless a mandatory legal requirement or product-specific safety requirement requires otherwise.

Any exception to these Terms must be agreed by us in writing, unless these Terms, the Booking Confirmation or applicable law provide otherwise.

2. Hire Schedule and Booking Details

Each hire is governed by these Terms together with the Booking Confirmation and any product-specific requirements shown before checkout or supplied with the Equipment.

The Booking Confirmation, product page, checkout page or hire schedule may specify:

• the Equipment hired;
• asset number or serial number, where applicable;
• included accessories;
• excluded accessories or consumables;
• Hire Period start date and time;
• Hire Period end date and time;
• return deadline;
• customer collection and customer return arrangements;
• any Optional Services;
• hire charges;
• VAT treatment;
• Deposit or Pre-authorisation amount;
• late-return charges;
• cleaning charges or charging basis, where applicable;
• Optional Service charges, where applicable;
• failed delivery, failed return collection or failed-visit charges, where applicable;
• replacement value or maximum loss charge, where shown;
• usage restrictions;
• competency, age, identity or certification requirements;
• required personal protective equipment or safety requirements;
• whether the hire is Consumer or Trade Customer hire; and
• any product-specific restrictions or conditions.

You must check the Booking Confirmation carefully and tell us promptly if anything is incorrect.

Where a charge, restriction or requirement is stated to apply only if shown before checkout or in the Booking Confirmation, it will not apply unless it has been shown or agreed in that way.

The Booking Confirmation records the hire details accepted or agreed between you and us. It does not remove any rights you have by law.

3. Order of Priority

If there is any inconsistency between these Terms, the Booking Confirmation, product-specific instructions or any policy referred to in these Terms, the following order will apply unless stated otherwise:

1. any mandatory legal requirement;
2. product-specific safety instructions, restrictions, labels, manuals or recall notices, but only in relation to safe use, restrictions, warnings, inspection, return, withdrawal from use or safety-related handling;
3. the Booking Confirmation;
4. these Terms;
5. our other policies.

Nothing in these Terms reduces any statutory rights that cannot lawfully be excluded or restricted.

For Consumers, this order of priority does not reduce any protection given by an applicable Consumer policy or by law.

4. Definitions

In these Terms:

“we”, “us” or “our” means Evolution Electronics & Electrical Limited, company number 08408611, trading as Pro Tool Hire.

“you” or “your” means the person, business or organisation hiring Equipment from us.

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

“Trade Customer” means a customer hiring Equipment for business, trade, professional, commercial, charitable, public-sector or organisational use.

“Equipment” means any tool, machine, item, accessory, battery, charger, cable, case, attachment, component, instruction pack or other item supplied by us under a hire booking.

“Hire Period” means the agreed period for which the Equipment is hired, as stated in the Booking Confirmation.

“Booking” means a request or order to hire Equipment.

“Booking Confirmation” means the confirmation we send to you confirming that a Booking has been accepted.

“Deposit” means any amount paid or held as security in connection with the hire.

“Pre-authorisation” means a temporary hold or authorisation placed on a payment card or payment method as security for charges that may become due under the hire contract.

“Optional Services” means delivery, return collection, loading assistance, collection from a non-shop location, or any other non-standard service beyond standard customer collection from, and customer return to, our Shop, where we offer or agree that service for your Booking.

“Fair Wear and Tear” means ordinary and reasonable wear resulting from proper use of the Equipment in accordance with the instructions supplied. It does not include misuse, impact damage, water damage, contamination, missing parts, broken accessories, cut cables, damaged batteries, damaged chargers, unauthorised modification, use with incorrect accessories or consumables, or failure to return Equipment complete and in the condition required by these Terms.

“Return Issue” means Equipment returned late, incomplete, damaged, dirty beyond ordinary use, wet where this creates risk or requires drying or inspection, contaminated, modified, substituted, missing accessories, unsafe to inspect, or otherwise not returned in the condition required by these Terms.

“Loss” includes Equipment or accessories being lost, stolen, not returned, abandoned, seized, confiscated, destroyed, damaged beyond economic repair, substituted with another item, or otherwise unavailable for return to us.

“Authorised Representative” means a person you authorise to collect, receive, return or deal with Equipment on your behalf.

“Competent” means having the necessary knowledge, training, experience, instruction and physical ability to use the Equipment safely for the intended task.

“Shop” means our collection and return location at Pro Tool Hire, 398 Harrow Road, London W9 2HU, or any replacement location we notify to you before the Booking is confirmed.

5. Consumer and Trade Customers

When placing a Booking, you must tell us whether you are hiring as:

• a Consumer; or
• a Trade Customer.

If you hire Equipment wholly or mainly for business, trade, professional, commercial, charitable, public-sector or organisational purposes, you must book as a Trade Customer.

If you book as a Consumer but the hire is wholly or mainly for business, trade, professional, commercial, charitable, public-sector or organisational purposes, you may not be entitled to consumer protections that apply only to Consumers. Equally, nothing in these Terms removes any consumer rights where you are legally entitled to them.

You must provide accurate information when placing a Booking.

You are responsible for the acts and omissions of any Authorised Representative in connection with the hire as if they were your own, except where this would be unlawful or where the loss is caused by our breach of contract, negligence or failure to meet our legal obligations.

6. Booking Acceptance and Contract Formation

Most website Bookings are accepted when we issue a Booking Confirmation after checkout.

For some Equipment or Bookings, we may state before checkout that manual approval is required. Where manual approval is required, your Booking is a request until we approve it and send you a Booking Confirmation.

A contract is formed when we issue a Booking Confirmation by email, text message, customer account notification or other written confirmation.

Taking payment, sending an automatic receipt or placing a Pre-authorisation does not by itself mean that we have accepted a Booking where manual approval has been clearly stated before checkout.

Before Equipment is supplied, we may refuse, cancel or place a Booking on manual review where:

• Equipment is unavailable;
• payment or Deposit requirements are not met;
• identity, address, age or fraud-prevention checks are not completed;
• the Booking appears inconsistent or gives us reasonable concern;
• the Equipment is unsuitable for automatic hire;
• an Optional Service is requested but is not available, not suitable, or outside any stated service area;
• the proposed use appears unsafe, unlawful or unsuitable;
• the proposed collection or transport method appears unsafe or unsuitable; or
• we reasonably consider it necessary for safety, legal, compliance, availability, maintenance, inspection or fraud-prevention reasons.

If we refuse or cancel a Booking before Equipment is supplied, we will refund any hire charges paid for Equipment not supplied, unless charges are properly due under these Terms, the Booking Confirmation or another applicable policy.

Where you are a Consumer, we will exercise these rights reasonably and will not refuse or cancel a Booking for an arbitrary reason.

7. Equipment Ownership, Customer Information and Restrictions

The Equipment is hired to you for temporary use only. Ownership of the Equipment remains with us at all times.

You must ensure that all information you provide in connection with a Booking is accurate, complete and not misleading. We may rely on that information when deciding whether to accept a Booking, what Equipment to supply, and whether any restrictions, checks, charges or collection arrangements apply.

You must notify us promptly if any information you have provided changes before or during the Hire Period.

You must not:

• sell, lend, sub-hire, pledge, transfer, abandon or dispose of the Equipment;
• remove or obscure asset labels, serial numbers, inspection labels or safety notices;
• modify, alter, dismantle or repair the Equipment without our written permission;
• use the Equipment for any unlawful, unsafe or prohibited purpose;
• allow the Equipment to be used by anyone who is not Competent to use it safely; or
• allow the Equipment to leave the United Kingdom without our written permission.

You must return the same Equipment and all accessories supplied at the end of the Hire Period. Where an asset number, serial number or other identifier has been recorded, you must return the same asset-numbered or serial-numbered item. 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.

8. Hire Period, Extensions and Maximum Duration

The Hire Period will be stated during the Booking process and in the Booking Confirmation.

The maximum Hire Period available through our website is less than three months.

Extensions are not automatic. Any extension must be requested before the Hire Period expires and must be approved by us. We may refuse an extension for reasons connected with availability, payment, safety, inspection requirements, product restrictions, customer history, or the maximum permitted Hire Period.

You must not continue using the Equipment after the Hire Period has expired unless we have confirmed an extension.

References to working days mean Monday to Friday excluding bank holidays in England and Wales.

Our business hours, collection times and return times are shown on our website or in the Booking Confirmation.

For shop collection and return bookings, returns must be made during our published opening hours. If the agreed return deadline falls outside our opening hours, the Booking Confirmation will state the applicable return deadline. If no specific return time is stated, Equipment must be returned before close of business on the agreed return date.

9. Prices, Payment, Deposits and Pre-authorisations

Hire charges must be paid before the hire begins unless we agree otherwise in writing.

We do not offer credit accounts, buy-now-pay-later, instalments, deferred payment, hire-purchase or consumer credit arrangements.

We may withhold release of Equipment until payment, Deposit, Pre-authorisation, identity checks and any manual approval requirements are completed.

Prices will state whether VAT is included or excluded. Unless stated otherwise, prices shown to Consumers are inclusive of VAT. Trade Customer prices may be shown exclusive of VAT, with VAT added where applicable.

We may require a Deposit or payment Pre-authorisation before Equipment is released or made available for customer collection.

For Consumers, Deposits, Pre-authorisations, deductions, evidence and refund timing are explained in more detail in our Consumer Refund and Deposit Policy.

A Deposit or Pre-authorisation is held as security for:

• return of the Equipment;
• return of all accessories supplied;
• unpaid hire charges;
• late-return charges;
• loss or theft;
• damage;
• missing accessories;
• cleaning;
• failed delivery, failed return collection or failed-visit charges where properly due for an Optional Service; and
• other charges properly due under the hire contract.

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

If sums properly due under these Terms exceed any 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.

Deposits are reviewed after the Equipment has been returned and inspected. We may make evidence-based deductions where sums are properly due under these Terms.

We will not make deductions for Fair Wear and Tear.

If we propose to make a deduction, we will explain the reason and, where reasonable, provide supporting evidence such as inspection notes, photographs, accessory records, cleaning records, repair costs, replacement costs or other relevant information.

If no deduction is due, we will instruct release or refund of the Deposit, or release or cancellation of any Pre-authorisation, within 5 working days after any required return inspection or cancellation review. Payment-provider and card-issuer 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.

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

10. Availability, Pricing Errors and Substitution

Availability is not guaranteed until we issue a Booking Confirmation.

We may correct obvious pricing, availability or description errors before accepting a Booking.

If we discover an obvious pricing, availability or description error after accepting a Booking, we will contact you promptly. Where the error is material, we may give you the option to proceed on corrected terms or cancel for a full refund of sums paid for Equipment not supplied. We will not require you to proceed on corrected terms without your agreement.

Where a specific item, model or asset is unavailable, we may offer a suitable alternative. A suitable alternative means Equipment that performs substantially the same function and is not materially higher-risk or materially less suitable for the stated purpose.

We will not supply a materially different or higher-risk substitute without your agreement.

Any substitute Equipment will be checked before it is supplied.

You may reject a materially different substitute. If no suitable substitute is available, we may cancel the Booking and refund sums paid for Equipment not supplied, subject to any charges properly due under these Terms or another applicable policy.

11. Condition on Supply

We will take reasonable steps to ensure that Equipment is supplied in safe working order, properly checked, and with any accessories, guards, instructions or safety information that are required for the agreed hire or stated as included in the Booking Confirmation.

We may record the condition of Equipment before release using photographs, inspection records, test records, accessory lists, serial numbers, asset tags or other evidence.

You must notify us as soon as reasonably possible, and before using the Equipment where practicable, if any Equipment or accessory appears missing, damaged, dirty, unsafe, incomplete or materially different from the Booking Confirmation.

Your obligations under these Terms do not reduce our legal duties in relation to the condition, safety or supply of Equipment.

12. Customer Collection, Customer Return and Optional Services

Our standard hire service is customer collection from, and customer return to, our Shop.

Customer collection from our Shop is included in the hire price. Customer return to our Shop is included in the hire price.

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 with you.

12.1 Customer Collection

For customer collection bookings, handover occurs when Equipment is physically collected by you or your Authorised Representative.

The Hire Period may start at the agreed start time if the Equipment has been made available for collection in accordance with the Booking Confirmation, even if physical handover takes place later for reasons within your control. Where this applies to a Consumer customer collection booking, it will be shown clearly before checkout and in the Booking Confirmation.

You or your Authorised Representative must complete any required identity, payment, Deposit, Pre-authorisation and manual approval requirements before Equipment is released.

We may require signature, proof of identity, proof of address, age verification or other checks before releasing Equipment.

You are responsible for transporting Equipment safely and lawfully after customer collection. You must ensure Equipment is secured during transport and protected from theft, damage, weather and misuse.

We may refuse release if we reasonably consider the proposed collection, transport method, vehicle, intended user or intended use unsafe, unsuitable, unlawful or likely to damage the Equipment.

If we provide loading assistance, you remain responsible for ensuring that your vehicle is suitable and that the Equipment can be lawfully and safely loaded, secured and transported. We may refuse loading assistance where we reasonably consider it unsafe, unsuitable or likely to damage the Equipment, your vehicle, our staff or any person.

12.2 Customer Return

For customer return bookings, Equipment must be returned to our Shop by the agreed return date and time.

You must return Equipment to our staff during our opening hours unless we expressly agree another return method in writing.

You must not leave Equipment outside, near, beside or inside the premises without handover to our staff. Equipment left unattended remains your responsibility until we have received and checked it.

Return does not prevent us from inspecting the Equipment or making any deduction or charge properly due under these Terms.

12.3 Delivery, If It Applies

If delivery applies to your Booking, handover occurs when Equipment is delivered to the agreed delivery point and received by you or your Authorised Representative.

Delivery will be subject to availability, booking acceptance, payment, identity checks, delivery-slot availability, service area restrictions and any product-specific restrictions.

Unless stated otherwise before checkout or in the Booking Confirmation, delivery is to the address entrance or another safe accessible point agreed by us. Delivery does not include installation, assembly, or carrying Equipment to a specific room, use area, upper floor, basement, roof space or other location unless that service is expressly agreed as part of your Booking.

You must ensure that you or your Authorised Representative is available at the agreed delivery time and that access is safe and suitable.

We may refuse delivery if:

• you or your Authorised Representative is not present where required;
• identity or age checks cannot be completed;
• payment, Deposit or Pre-authorisation requirements have not been met;
• access is unsafe or unsuitable;
• the delivery location is outside our service area;
• the delivery address does not match the approved Booking requirements; or
• we reasonably consider delivery unsafe or unsuitable.

We do not provide unattended delivery for high-value or identity-check-required Equipment unless we expressly agree otherwise in writing.

If delivery fails because of an issue within your control, a failed delivery charge may apply where the amount or charging basis was shown before checkout, in the Booking Confirmation, or otherwise agreed with you.

12.4 Return Collection, If It Applies

If return collection applies to your Booking, you must make the Equipment available for collection at the agreed address, date and time.

You must ensure that the Equipment is complete, safe to handle, not contaminated or hazardous, and ready for collection.

You remain responsible for the Equipment until it has been collected by us in accordance with the agreed return collection process.

If return collection fails because of an issue within your control, a failed return collection charge may apply where the amount or charging basis was shown before checkout, in the Booking Confirmation, or otherwise agreed with you.

If we fail to attend an agreed return collection without your fault, your responsibility for the Equipment will continue only to the extent that you fail to take reasonable care of it pending rearranged collection.

Where you are a Consumer, our Consumer Collection, Return and Delivery Policy gives more detail and applies to customer collection, customer return and any Optional Services.

13. Customer Responsibility During Hire

You are responsible for the Equipment and accessories from handover until they are returned to us or collected by us in accordance with these Terms.

This does not make you responsible for loss, damage or failure caused by our breach of contract, negligence, inherent fault, or failure to meet our legal obligations.

You must take reasonable care of the Equipment and protect it from:

• loss;
• theft;
• damage;
• misuse;
• weather damage;
• water ingress;
• contamination;
• unauthorised use;
• unsafe storage;
• insecure transport; and
• use outside the instructions supplied.

You must store the Equipment securely when not in use. You must not leave high-value or portable Equipment unattended or unsecured.

You must notify us promptly if Equipment is lost, stolen, damaged, defective, contaminated, unsafe or involved in an accident or incident.

14. Safe Use, Competence and Instructions

You must read and follow all instructions, manuals, warnings, labels and safety information supplied with the Equipment.

You must carry out reasonable pre-use checks before using the Equipment.

You must not use Equipment if it appears:

• damaged;
• incomplete;
• unsafe;
• faulty;
• contaminated;
• wet where this creates electrical risk;
• overheating;
• sparking;
• leaking;
• abnormal in operation;
• missing safety guards or accessories; or
• otherwise unsuitable for use.

You must stop using the Equipment immediately if you suspect any fault, damage, defect or safety concern.

You must not remove guards, safety devices, labels, inspection tags, warnings or asset identification labels.

You are responsible for using appropriate personal protective equipment and for ensuring that the Equipment is used only for its intended purpose and in a safe, lawful and suitable environment.

Where Equipment requires a trained, certified, licensed or otherwise Competent operator, you must ensure that only such a person uses it. We may require evidence of competence before release.

Where Equipment creates noise or vibration, you are responsible for managing exposure and complying with applicable health-and-safety duties where applicable.

15. Equipment-Specific Restrictions, Training and Prohibited Uses

Some Equipment may be subject to additional restrictions, including minimum age, competency requirements, proof of certification, maximum usage time, indoor/outdoor restrictions, prohibited materials, required accessories, required personal protective equipment, transport restrictions, cleaning requirements, or limits on Optional Services.

These restrictions will apply where shown on the product page, during checkout, in the Booking Confirmation, or supplied with the Equipment.

Unless expressly stated in the Booking Confirmation, hire does not include training, supervision, installation, assembly, site assessment, risk assessment or operator services.

You are responsible for assembly, installation, connection, operation and dismantling in accordance with the instructions supplied, unless the Booking Confirmation expressly states that we will provide those services.

You must not use Equipment:

• underground, underwater, offshore, outside the United Kingdom, or for work at height unless the Equipment is designed and suitable for that use and any required approval, training or safety measures are in place;
• on asbestos or hazardous materials unless legally permitted and Competent;
• in explosive, flammable or dangerous atmospheres unless specifically rated for that use;
• beyond manufacturer limits;
• for demolition, lifting, towing, cutting, grinding or drilling tasks for which the Equipment is not designed;
• with unauthorised accessories, fuels, batteries, chargers or consumables; or
• in breach of any law, regulation, permit, site rule or safety requirement.

You are responsible for ensuring that your use of the Equipment complies with all applicable laws, regulations, permits, licences, site rules, health-and-safety duties where applicable, environmental requirements and manufacturer instructions.

You must not use Equipment in a way that causes unlawful pollution, discharge, contamination, nuisance or environmental harm.

16. Electrical Equipment, Batteries and Chargers

Where Equipment is electrical, battery-powered, or supplied with batteries or chargers, you must follow all electrical safety instructions supplied.

You must not use electrical Equipment if it is wet, damaged, sparking, overheating, giving off unusual smells, making abnormal noises, tripping power supplies, or otherwise appears unsafe.

You must not use damaged, swollen, leaking, cracked, wet or contaminated batteries or chargers.

You must use only batteries and chargers supplied or approved for use with the Equipment. You must not use incompatible, counterfeit, modified or damaged batteries or chargers.

You must charge batteries only in a suitable, dry, ventilated location away from combustible materials and in accordance with the instructions supplied.

You must stop using and charging batteries immediately if you suspect damage, overheating, swelling, smoke, smell, leakage or abnormal operation.

17. Dust, Cutting, Drilling and Hazardous Materials

Some Equipment may create dust, debris, vibration, noise or other hazards.

You must not use Equipment to cut, drill, sand, break, scrape, disturb or remove materials that you know or suspect may contain asbestos or other hazardous substances, unless you are legally permitted, properly trained and Competent to do so and the Equipment is specifically suitable for that use.

You must check for hidden pipes, cables, gas lines, electrical services, structural elements and other hazards before cutting, drilling, breaking, fixing or carrying out similar work.

If you encounter suspect materials, hidden services, unsafe conditions or unexpected hazards, you must stop work immediately and seek appropriate advice.

You are responsible for using appropriate dust control, extraction, ventilation and personal protective equipment where required.

We do not provide site-specific risk assessments or advice on whether a particular task, surface, material or environment is safe for use with the Equipment.

18. Blades, Bits, Consumables and Accessories

The Booking will state what accessories are included with the Equipment.

Unless stated otherwise, blades, drill bits, sanding sheets, cutting discs, consumables, detergents, chemicals, fuels, oils and personal protective equipment are not included.

You must use only suitable accessories and consumables compatible with the Equipment and the intended task.

You must not fit or use damaged, incompatible, expired, incorrect, unsafe or unauthorised accessories.

Where age-restricted or controlled accessories are supplied or sold, we may require age verification and may refuse release. This may include, where applicable, blades, cutting discs, knives, fuels, chemicals or other items subject to age, safety or legal restrictions.

Where Equipment requires fuel, oil, water, detergent or other fluids, you must use only the type specified by us or the manufacturer. You may be liable for damage caused by incorrect, contaminated or unsuitable fuel, oil, water, detergent or fluids.

19. Product Information and Suitability

Product descriptions, images, specifications and availability information are provided to help you select Equipment.

You are responsible for considering whether the Equipment is suitable for your intended use based on the information available to you, the product information we provide, and any professional advice you obtain.

Any general information we provide about Equipment is general product guidance only. Unless we expressly agree otherwise in writing, it is not site-specific, project-specific, structural, electrical, environmental, asbestos, planning, building-control, engineering or health-and-safety advice.

We are not responsible for assessing site-specific suitability unless we expressly agree to do so in writing.

Nothing in this section excludes liability for information or advice we provide where it would be unlawful to do so.

You should seek competent professional advice where needed.

Images are illustrative unless stated otherwise. Accessories shown in images are included only if stated in the Booking or product description.

20. Return of Equipment

You must return the Equipment by the agreed return date and time, unless we have approved an extension.

The Booking Confirmation will state the return date and time. Unless stated otherwise, Equipment must be returned during our business hours to our Shop.

Equipment must be returned:

• complete;
• clean;
• dry, where required for electrical safety;
• with all accessories supplied;
• in substantially the same condition as supplied, Fair Wear and Tear excepted;
• free from contamination; and
• suitable for inspection.

For these purposes, “clean” means free from excessive dirt, dust, debris, residue, chemicals, biological matter, hazardous substances or other contamination beyond ordinary use for the Equipment type.

Product-specific return standards may apply where shown before checkout, in the Booking Confirmation, or supplied with the Equipment.

Equipment must be returned to our staff during our opening hours unless we expressly agree another return method in writing.

You must not leave Equipment outside, near, beside or inside the premises without handover to our staff. Equipment left unattended remains your responsibility until we have received and checked it.

You remain responsible for the Equipment until it has been returned to us or collected by us in accordance with the agreed process.

Any Deposit or Pre-authorisation will be reviewed after the Equipment has been returned and inspected.

21. Late Return, Non-Return and Recovery Cooperation

If you do not return Equipment by the agreed return date and time, late-return charges may apply.

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 these 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.

If Equipment is not returned when due, you must cooperate with reasonable lawful arrangements for us to recover or collect Equipment. Where lawful and with reasonable notice where practicable, you authorise us to collect Equipment from premises or a site where you have authority to grant access. We will not enter private premises without lawful authority or permission.

If Equipment remains unreturned after the non-return period shown in the Booking Confirmation, or if no period is shown, 7 days after the due return date, and you have not agreed an extension or return arrangement with us, we may treat the Equipment as not returned or lost and charge sums properly due under these Terms, based on reasonable evidence, without affecting our right to require return of the Equipment.

You must not obstruct lawful recovery of Equipment. If you are a Trade Customer, you are responsible for ensuring that site managers, contractors or occupiers are informed of our collection rights where you have arranged for Equipment to be used or stored at their premises.

22. Loss, Theft, Damage, Cleaning and Missing Accessories

You may be liable for reasonable charges where Equipment or accessories are:

• lost;
• stolen;
• damaged;
• returned incomplete;
• returned unclean;
• returned wet or contaminated;
• returned late;
• modified without permission;
• substituted with another item;
• used contrary to instructions; or
• otherwise subject to a Return Issue.

You will not be charged for Fair Wear and Tear.

For Consumers, deductions and charges are explained in more detail in our Consumer Refund and Deposit Policy.

Charges may include, where reasonably incurred:

• repair cost;
• replacement parts;
• labour;
• cleaning or decontamination;
• inspection or testing;
• manufacturer or specialist contractor charges;
• reasonable collection, return or recovery costs caused by non-return, failed return, failed return collection, loss, theft or another issue within your control;
• replacement cost where repair is not economical; and
• missing accessory replacement cost.

For Trade Customers, charges may also include reasonable loss of hire income where Equipment cannot be hired because of late return, loss, damage or contamination, provided such loss is reasonably foreseeable, proportionate and evidenced.

Where we charge for damage, cleaning, missing accessories, loss or other issues, we will base charges on reasonable evidence, which may include inspection records, dispatch records, return records, photographs, accessory lists, repair costs, replacement costs, cleaning costs, contractor invoices or reasonable internal cost records.

Where Equipment is lost, stolen or damaged beyond economic repair, you may be liable up to the reasonable replacement cost of the Equipment and accessories, subject to applicable law and any agreed limitations.

Any replacement value shown in the Booking Confirmation is not a purchase price and does not give you any right to keep the Equipment. It may be used to calculate potential liability if Equipment is lost, stolen, not returned, substituted, or damaged beyond economic repair.

The amount charged may be less than the replacement value where appropriate, taking into account the age, condition and availability of equivalent Equipment and the circumstances of the loss or damage.

You must notify us promptly if Equipment is lost or stolen. You must provide reasonable information and cooperation, including any crime reference number where applicable.

23. Wet, Dirty or Contaminated Equipment

You must not return Equipment in a wet, contaminated or hazardous condition without notifying us first.

You must tell us before return if Equipment may be contaminated with hazardous substances, biological material, chemicals, sewage, asbestos-related material, fuel, oil or other substances requiring special handling.

If Equipment is returned wet, contaminated or suspected to be contaminated, we may delay inspection, testing, refund or release of any Deposit until it is safe to inspect.

You may be liable for reasonable cleaning, drying, decontamination, inspection, repair or replacement costs where contamination, misuse, water ingress or unsafe return condition is not due to Fair Wear and Tear or inherent fault.

Electrical Equipment must not be tested, charged or used while wet or suspected to be unsafe.

24. Faulty, Unsafe or Recalled Equipment

If Equipment appears faulty, damaged, unsafe, incomplete, overheating, sparking, leaking, abnormal in operation or otherwise unsuitable for use, you must stop using it immediately and contact us.

You must not attempt to repair, modify or continue using faulty or unsafe Equipment unless we have confirmed in writing that it is safe to do so.

Depending on the circumstances, we may arrange inspection, replacement, repair, return, refund or another appropriate remedy. Where Equipment is faulty or not supplied as required by law, we will provide any remedy required by applicable law.

If we notify you of a product recall, urgent safety notice or instruction to stop using Equipment, you must stop using the Equipment immediately and follow our reasonable instructions for isolation, return, inspection, replacement or collection where collection applies.

You must cooperate with us in investigating faults, defects, accidents, incidents, damage or safety concerns.

Nothing in these Terms reduces your statutory rights where Equipment is faulty or where we have failed to meet our legal obligations.

25. Inspection, Testing, Maintenance and Withdrawal

We may inspect, test, service, repair, replace or withdraw Equipment from hire at any time where we reasonably consider this necessary for safety, compliance, manufacturer guidance, inspection intervals, product recall, suspected misuse, suspected damage, availability, maintenance or repair.

If we reasonably require Equipment to be withdrawn during the Hire Period for safety, recall, compliance or urgent maintenance reasons, we will give reasonable notice where practicable. You must stop using it and make it available for return as soon as reasonably possible.

Where withdrawal is not caused by your breach, misuse or damage, we will provide a fair refund, replacement or rearrangement for the affected period, subject to applicable law.

26. Cancellation by You

Cancellation rights and charges depend on whether you are a Consumer or Trade Customer, how the Booking was made, when cancellation is requested, whether the Hire Period is for a specific date or period, and whether the Equipment has been prepared, made available for collection, collected, used or the Hire Period has started.

If you are a Consumer, our Consumer Cancellation Policy explains cancellation rights, cancellation charges, early-start consent, refunds and cancellation after the hire has started.

If you are a Trade Customer, cancellation rights are contractual only unless the law says otherwise. If you cancel after we have accepted a Booking, you may be responsible for hire charges, preparation costs, loss of hire income, and other reasonable costs or losses properly due under these Terms or the Booking Confirmation, where lawful, proportionate and reasonably evidenced.

Optional Service costs will apply only where the service was offered or agreed for your Booking and the charges were properly disclosed.

You must check the hire dates, Equipment, customer collection and return details, charges and Deposit before placing a Booking.

If you cancel after Equipment has been prepared, made available for collection or collected, you may be responsible for reasonable costs already incurred and any hire charges properly due, subject to applicable law, the Booking Confirmation and any cancellation policy that applies to your Booking.

Nothing in these Terms affects any cancellation rights you have by law.

27. Cancellation, Refusal or Ending by Us

After acceptance or during a hire, we may cancel, refuse to continue, suspend, or end a Booking or hire where:

• payment, Deposit or Pre-authorisation requirements are not met;
• identity, address, age or fraud-prevention checks are not completed or no longer appear satisfactory;
• information supplied by you is inaccurate, incomplete, inconsistent or gives us reasonable concern;
• customer collection, customer return or any Optional Service is unsafe, unsuitable or unavailable;
• you breach these Terms;
• we have reasonable grounds to believe Equipment may be misused, lost, damaged or not returned;
• the hire would exceed the maximum permitted Hire Period;
• the Equipment is unsuitable for the proposed use;
• the Equipment needs inspection, repair, maintenance, withdrawal or recall; or
• we reasonably consider cancellation necessary for legal, safety, compliance, availability, maintenance, inspection or fraud-prevention reasons.

If we cancel before Equipment is supplied, we will refund charges paid for Equipment not supplied, unless charges are properly due under these Terms or another applicable policy.

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 and any charges properly due.

Where you are a Consumer, we will not end a Booking or hire for an arbitrary reason.

28. Identity, Address, Age and Fraud-Prevention 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.

We may refuse, cancel or place a Booking on manual review if checks are not completed, fail, appear inconsistent, or give us reasonable concern.

For Consumers, these checks are explained in more detail in our Consumer ID, Age, Address and Fraud Checks Notice.

Personal data is handled in accordance with our Privacy Policy.

Where age-restricted items or accessories are supplied, sold or made available, we may require age verification and may refuse release if verification is not completed.

29. Complaints and Disputes

If you have a complaint or dispute, you should contact us promptly at:

Email: london@pro-tool-hire.co.uk
Phone: 07922 232 181

Where a dispute relates to a Deposit deduction, damage charge, missing accessory, cleaning charge or late-return charge, we will review the relevant records, which may include dispatch records, return records, inspection notes, photographs, communications and cost evidence.

If you dispute a charge or deduction, you should contact us as soon as possible and provide any evidence you want us to consider. We will review the matter and explain our decision. This does not affect any legal rights you have.

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

We will review disputes fairly and within a reasonable time.

30. Liability — Consumers

Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any rights that cannot be excluded under applicable law.

If you are a Consumer, we are responsible for losses that are a foreseeable result of our breach of contract or our failure to use reasonable care and skill.

We are not responsible for losses caused by your misuse of Equipment, failure to follow instructions, use of Equipment for an unsuitable task, failure to carry out reasonable pre-use checks, use by an incompetent person, unauthorised modification, use with incompatible accessories, unsafe site conditions, or failure to stop using Equipment when a fault or safety concern is suspected, except to the extent caused by our breach of contract, negligence or failure to meet our legal obligations.

We are not responsible for business losses, including loss of profit, loss of business, business interruption or loss of business opportunity, where you are hiring as a Consumer.

Nothing in this section affects your statutory rights.

31. Liability — Trade Customers

Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

If you are a Trade Customer, subject to the paragraph above, our total liability arising out of or in connection with a Booking shall not exceed the higher of £2,500 or 125% of the hire charges paid or payable for the relevant Booking.

For Trade Customers, we are not liable for indirect or consequential loss, loss of profit, loss of business, loss of contract, loss of opportunity, loss of goodwill, business interruption, wasted management time, or loss arising from site delay, except where such exclusion is not permitted by law.

If you are a Trade Customer, you will indemnify us against losses, liabilities, claims, demands, damages, costs and expenses, including reasonable legal costs and third-party claims, arising from your misuse of Equipment, breach of these Terms, unsafe site conditions, use by incompetent persons, unauthorised modification, failure to follow instructions, or breach of applicable law, except to the extent caused by our negligence or breach of contract.

32. Events Outside Our Control

We are not responsible for delay or failure caused by events outside our reasonable control, including extreme weather, power failure, supplier failure, transport disruption, accident, emergency, system outage, industrial action, fire, flood, government restriction or other events beyond our reasonable control.

If such an event prevents us from supplying Equipment, we will offer a reasonable alternative, rearrangement or refund for Equipment not supplied, subject to applicable law.

33. Notices and Communications

We may contact you using the email address, phone number, postal address or customer account details provided during Booking.

You must ensure your contact details are accurate and monitor them during the Hire Period.

Operational messages may be sent by email, text message, phone, customer account notification or other reasonable means. Formal notices may be sent by email or post using the details you have provided, unless applicable law requires another method.

34. Changes to these Terms

We may update these Terms from time to time. The version that applies to your Booking will be the version made available to you at the time the Booking is confirmed, unless a change is required by law or agreed with you.

35. Assignment

You may not transfer your rights or obligations under the hire contract without our written consent.

We may transfer our rights and obligations where this does not reduce your rights under the contract.

36. Severance

If any part of these Terms is found to be invalid, unlawful or unenforceable, the rest of the Terms will continue to apply.

37. Third-Party Rights

No person other than you and us has rights to enforce these Terms, except where applicable law allows otherwise.

38. Entire Agreement — Trade Customers Only

If you are a Trade Customer, these Terms, the Booking Confirmation and any expressly incorporated documents form the entire agreement between us in relation to the relevant Booking.

Nothing in this section excludes liability for fraud, fraudulent misrepresentation or any matter that cannot lawfully be excluded. Nothing in this section limits liability for any representation that has been expressly incorporated into the Booking Confirmation.

39. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales.

If you are a Consumer, you may bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also have the right to bring legal proceedings in the courts of the part of the United Kingdom where you live.

If you are a Trade Customer, the courts of England and Wales will have exclusive jurisdiction, unless we agree otherwise in writing.

40. Contact Details

For questions about these Terms, Bookings, returns, disputes or Equipment issues, contact us using:

Business name: Pro Tool Hire
Legal entity: Evolution Electronics & Electrical Limited, company number 08408611
Address: 398 Harrow Road, London W9 2HU
Email: london@pro-tool-hire.co.uk
Phone: 07922 232 181

Checkout Summary

Before you book — summary

Our standard service is collection from and return to our Harrow Road shop. You must return the same Equipment complete, clean and on time. Late, damaged, dirty, incomplete, substituted or missing Equipment may lead to charges. Fair wear and tear is not charged. Optional Services, if available, apply only where agreed for your Booking. This summary does not replace the full Hire Terms and Conditions.

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.

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.

Consumer Collection, Return and Delivery Policy

Version date: 29 May 2026

This Consumer Collection, Return and Delivery Policy explains how customer collection, customer return, delivery, return collection and other Optional Services 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;

• Consumer Refund and Deposit Policy;

• Booking Confirmation;

• 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. Standard Service and Optional Services

Our standard hire service is:

• customer collection from our Shop; and

• customer return to our Shop.

Customer collection from our Shop is included in the hire price.

Customer return to our Shop is included in the hire price.

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

Optional Services may include, where offered or agreed:

• delivery to you;

• return collection from an agreed address;

• loading assistance;

• collection from a non-shop location; or

• another non-standard service beyond standard customer collection from, and customer return to, our Shop.

Not all Optional Services will be available for every item of Equipment, address, hire period or customer.

Available options, charges, restrictions and material conditions will be shown before checkout, in the Booking Confirmation, or otherwise agreed before the service is provided.

2. 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.

You or your Authorised Representative may be required to complete identity, address, age, payment, Deposit, Pre-authorisation, handover or fraud-prevention checks before Equipment is released, delivered, collected, returned or otherwise supplied.

We may refuse, cancel, suspend, place on manual review, or refuse release or handover of Equipment where checks are not completed, fail, appear inconsistent, or give us reasonable concern.

3. Customer Collection From Our Shop

Where customer collection applies, you or your Authorised Representative must collect the Equipment from our Shop at the date and time, or within the collection window, shown before checkout or in the Booking Confirmation.

Customer collection from our Shop is included in the hire price.

You or your Authorised Representative must complete any required identity, address, age, payment, Deposit, Pre-authorisation, signature, manual approval or other checks before Equipment is released.

We may refuse release of Equipment if:

• required checks cannot be completed;

• payment, Deposit or Pre-authorisation requirements have not been met;

• you or your Authorised Representative cannot provide required information;

• the proposed collector is under 18;

• we have reasonable grounds to believe Equipment may be misused, lost, damaged or not returned;

• release would breach the Hire Terms, this Policy, product restrictions or legal requirements;

• the proposed transport method, vehicle, intended user or intended use appears unsafe, unsuitable, unlawful or likely to damage the Equipment; or

• we reasonably consider release unsafe or unsuitable.

If release is refused for reasons not caused by you, we will provide any refund or remedy required by law and our policies.

If release is refused because of an issue within your control, such as failed checks, non-payment, unsafe collection arrangements or breach of the Hire Terms, charges properly due under the Hire Terms, Consumer Cancellation Policy or Consumer Refund and Deposit Policy may apply.

4. When Hire Starts for Customer Collection

For customer collection bookings, the hire may start at the agreed start time if the Equipment has been made available for collection in accordance with the Booking Confirmation, 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.

5. Late Collection or Failure to Collect

If you collect Equipment later than the agreed collection time for reasons within your control, the Hire Period may still start at the agreed start time where the Equipment was made available for collection as agreed.

If you do not collect Equipment during the agreed collection window or within any period stated in the Booking Confirmation, we may cancel the Booking, release the Equipment for other bookings, or treat the Booking as cancelled by you, subject to your legal rights and our Consumer Cancellation Policy.

If we are responsible for the Equipment not being available for collection as agreed, we will provide any refund, rearrangement or remedy required by law and our policies.

6. Transport After Customer Collection

After customer collection, you are responsible for transporting the Equipment safely and lawfully.

You must ensure that the Equipment is:

• safely loaded;

• properly secured;

• protected from weather, theft, damage and misuse;

• transported in a suitable vehicle; and

• handled in accordance with any product-specific instructions.

We may refuse to release Equipment if we reasonably consider the proposed transport method, vehicle, loading arrangement, intended user or intended use unsafe, unsuitable, unlawful or likely to damage the Equipment.

If we provide loading assistance, you remain responsible for ensuring that your vehicle is suitable and that the Equipment can be lawfully and safely loaded, secured and transported. We may refuse loading assistance where we reasonably consider it unsafe, unsuitable or likely to damage the Equipment, your vehicle, our staff or any person.

Loading assistance does not mean that we accept responsibility for your onward transport, securing of the load after handover, route, parking, unloading, storage or use of the Equipment, except where loss or damage is caused by our breach of contract, negligence or failure to meet our legal obligations.

7. Customer Return to Our Shop

Where customer return applies, you must return the Equipment to our Shop by the return date and time shown in the Booking Confirmation.

Customer return to our Shop is included in the hire price.

You remain responsible for the Equipment until it has been returned to us in accordance with the agreed return process.

Return does not prevent us from inspecting the Equipment or making any deduction or charge properly due under the Hire Terms, Consumer Refund and Deposit Policy or Booking Confirmation.

You must return the Equipment:

• complete;

• with all accessories, batteries, chargers, cases, attachments, keys, manuals and other items supplied;

• reasonably clean;

• safe to handle and inspect;

• free from contamination or hazardous substances;

• not excessively wet, unless the Equipment is designed for wet use and returned in accordance with instructions; and

• by the agreed return deadline.

You must return Equipment to our staff during our opening hours unless we expressly agree another return method in writing.

You must not leave Equipment unattended outside, beside, near or inside our premises without handover to our staff.

Equipment left unattended remains your responsibility until we have received and checked it. Late return, loss, theft, damage, missing accessories, cleaning or other charges may apply where properly due under the Hire Terms and Consumer Refund and Deposit Policy.

8. Return Deadlines and Opening Hours

Returns must be made during our published opening hours.

If the agreed return deadline falls outside our opening hours, the Booking Confirmation will state the applicable return deadline.

If no specific return time is stated, Equipment must be returned before close of business on the agreed return date.

You must not continue using the Equipment after the agreed return time unless we have approved an extension.

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

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, Consumer Refund and Deposit Policy 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. Delivery, If It Applies

Delivery applies only where we offer or agree it for your Booking.

If delivery applies, we will deliver the Equipment to the address or delivery point shown in the Booking Confirmation.

Delivery charges, delivery windows, service areas and any delivery restrictions will be shown before checkout, in the Booking Confirmation, or otherwise agreed before the delivery is arranged.

Delivery will be subject to:

• availability;

• booking acceptance;

• payment;

• Deposit or Pre-authorisation requirements;

• identity, age, address and fraud-prevention checks;

• delivery-slot availability;

• service area restrictions;

• product-specific restrictions; and

• safe and suitable access.

Unless stated otherwise before checkout or in the Booking Confirmation, delivery is to the address entrance or another safe accessible point agreed by us.

Delivery does not include installation, assembly, or carrying Equipment to a specific room, use area, upper floor, basement, roof space or other location unless that service is expressly agreed as part of your Booking.

You must ensure that:

• the delivery address is accurate and complete;

• you or your Authorised Representative is available during the delivery window where required;

• any required identity, age, address, payment or handover checks can be completed;

• the delivery location is safe and accessible;

• there is suitable access for the delivery vehicle, driver, Equipment and delivery point;

• any parking, access, reception, security or site instructions are provided in advance; and

• delivery will not require our driver or staff to enter unsafe, restricted or unsuitable areas.

We may refuse delivery if we reasonably consider the location, access, handover, checks or circumstances unsafe, unsuitable or inconsistent with the Booking Confirmation.

11. Delivery Handover

If delivery applies, handover occurs when Equipment is delivered to the agreed delivery point and received by you or your Authorised Representative.

We may require signature, proof of identity, proof of age, proof of address, payment confirmation or other handover checks before releasing Equipment at delivery.

We do not provide unattended delivery for high-value or identity-check-required Equipment unless we expressly agree otherwise in writing.

If the person receiving delivery is not the person who placed the Booking, that person must be an Authorised Representative and must meet any age, identity or competency requirements that apply to the Booking.

You are responsible for the Equipment from handover until it is returned to us or collected by us in accordance with the agreed process.

12. Failed Delivery

Delivery may fail if, for example:

• you or your Authorised Representative is unavailable where required;

• the address is incorrect or incomplete;

• required identity, age, address, payment or handover checks cannot be completed;

• access is unsafe, unsuitable, blocked or restricted;

• site conditions prevent safe delivery;

• the delivery location is outside the agreed delivery area;

• the Equipment cannot reasonably be handed over; or

• another issue within your control prevents delivery or handover.

If delivery fails because of an issue within your control, we may charge a failed delivery fee where the amount or charging basis was disclosed before checkout, in the Booking Confirmation, or otherwise agreed before the cost was incurred.

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

Where appropriate, we may offer to rearrange delivery, cancel the Booking, or make the Equipment available for customer collection, subject to availability, charges properly due, and your legal rights.

13. Return Collection, If It Applies

Return collection applies only where we offer or agree it for your Booking.

If return collection applies, we will collect the Equipment from the address shown in the Booking Confirmation or otherwise agreed with you.

Return collection charges, collection windows, service areas and any restrictions will be shown before checkout, in the Booking Confirmation, or otherwise agreed before the collection is arranged.

You must ensure that:

• the Equipment is available for collection during the agreed collection window;

• the address is accurate and complete;

• you or your Authorised Representative is available where required;

• any access, reception, parking, security or site instructions are provided in advance;

• the Equipment is complete and ready for collection;

• the Equipment is safe to handle;

• the Equipment is not contaminated or hazardous; and

• access is safe and suitable.

You remain responsible for the Equipment until it has been collected by us in accordance with the agreed return collection process.

If we fail to attend an agreed return collection without your fault, your responsibility for the Equipment continues only to the extent that you fail to take reasonable care of it pending rearranged collection.

Where we fail to attend an agreed return collection without your fault, no failed return collection fee will apply and late-return charges should not apply for the period of delay caused by us, provided you take reasonable care of the Equipment and cooperate with rearranged collection.

14. Failed Return Collection

Return collection may fail if, for example:

• the Equipment is not available for collection;

• you or your Authorised Representative is unavailable where required;

• the address is incorrect or incomplete;

• access is unsafe, unsuitable, blocked or restricted;

• the Equipment is not complete or ready for collection;

• the Equipment is not safe to handle;

• the Equipment is contaminated or hazardous;

• site conditions prevent safe collection; or

• another issue within your control prevents return collection.

If 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 disclosed before checkout, in the Booking Confirmation, or otherwise agreed before the cost was incurred.

We will not charge a 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.

If return collection fails because of an issue within your control, you remain responsible for the Equipment and late-return charges may continue to apply until the Equipment is returned, collected, or treated as lost or not returned in accordance with the Hire Terms.

15. Unsafe, Unsuitable or Restricted Access

We may refuse customer collection, release, delivery, handover, return collection or loading assistance where we reasonably consider that access, the location, the vehicle, the proposed route, the proposed handover point, the proposed loading arrangement, the proposed use, or the circumstances are unsafe, unsuitable, unlawful or likely to damage Equipment, property, staff, customers or any person.

Examples may include:

• unsafe stairs, lifts, basements, roof spaces or confined areas;

• blocked, restricted or unstable access;

• unsafe parking or loading conditions;

• dangerous site conditions;

• aggressive, threatening or abusive behaviour;

• suspected fraud, theft, misuse or non-return risk;

• missing or failed identity, age, address or payment checks;

• unsuitable vehicle or loading arrangement;

• a location outside an agreed service area; or

• any situation that would require us to breach law, site rules, product restrictions or safety requirements.

Where refusal is caused by an issue within your control, charges properly due under the Hire Terms, Consumer Cancellation Policy or Consumer Refund and Deposit Policy may apply.

Where refusal is caused by us or by an issue outside your control, we will provide any refund, rearrangement or remedy required by law and our policies.

16. Equipment Condition at Handover

We may record the condition of Equipment before release, collection, delivery, return or return collection using:

• photographs;

• inspection records;

• test records;

• accessory lists;

• serial numbers;

• asset tags;

• signed handover records;

• delivery records;

• return records; or

• other reasonable evidence.

You should tell us as soon as reasonably possible, and before using the Equipment where practicable, if Equipment or accessories appear missing, damaged, dirty, unsafe, incomplete or materially different from the Booking Confirmation.

You must not use Equipment that appears faulty, damaged, unsafe, incomplete, contaminated, wet where this creates electrical risk, or otherwise unsuitable for use.

Nothing in this Policy reduces your legal rights where Equipment is faulty or not supplied as required by law.

17. Return Condition and Inspection

Return does not mean that the Equipment has been accepted as complete, clean, undamaged or free from Return Issues.

We may inspect Equipment after return or return collection before releasing or refunding any Deposit or Pre-authorisation.

If damage, missing accessories, contamination, wet condition, substitution, late return or other Return Issues are identified at return or return collection, we may inspect the Equipment and make deductions or charges where properly due.

Any deductions or charges will be handled under the Hire Terms and Consumer Refund and Deposit Policy.

18. Cancellations, Changes and Optional Services

Cancellation and change requests are handled under the Hire Terms and Consumer Cancellation Policy.

If you cancel or change a Booking after an Optional Service has been arranged, attempted or performed, reasonable disclosed charges may apply where properly due.

If a change affects delivery, return collection, loading assistance, collection from a non-shop location, service area, access requirements, timing, vehicle requirements, safety requirements or product restrictions, we may need to approve the change before it applies.

We may refuse a requested change where the Equipment, timing, location, Optional Service, customer details, access arrangements or safety conditions are unsuitable, unavailable, unsafe or inconsistent with the Booking.

19. Contact Details

For questions about collection, return, delivery, return collection or Optional Services, contact us using:

• Email: london@pro-tool-hire.co.uk

• Phone: 07922 232 181

20. Summary Table

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