When to report

Report an issue as soon as you notice it, and at the latest within 48 hours of the return date. Late reports are much harder to judge, because the evidence of when damage happened has usually gone.

What to include

• Which booking it relates to.
• What kind of problem it is — damage, loss, the tool not being as described, a late or missed return, or something else.
• A plain description of what happened.
• Photographs. Collection and return photographs are the strongest evidence, which is why we ask for them at both ends of every hire.

How we review it

A report opens a case that both parties to the booking can see. YOKE reviews the evidence, may ask each side for more detail, and reaches a decision.

We weigh the collection and return photographs, the messages between you, the listing description, and the condition the tool was declared to be in.

What we can decide

• That no deposit should be withheld, and it is refunded in full.
• That part of the deposit should be withheld and paid to the owner.
• That the whole deposit should be withheld and paid to the owner.
• That the report does not stand up, and no money moves.

The limits of what we can do

Our decision is limited to the security deposit. We cannot award more than the deposit amount, we do not provide insurance, and we do not guarantee that anyone is made whole.

If the loss is larger than the deposit, that remains a matter between the owner and the renter, and either may pursue it independently. We will provide both of you with the records we hold for that booking.

Acting in bad faith

Reporting damage that did not happen, or refusing to return a tool, is grounds for suspension from YOKE.