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Return & Refund Policy
At Surefire Group Pty Ltd T/A Surefire Hire (ABN: 98 639 809 199) we aim to facilitate fair and transparent transactions between tool owners and renters within our peer-to-peer platform. Please read our Return & Refund Policy carefully to understand the terms and conditions governing returns and refunds:
Returns
- Eligibility: Returns are accepted only in cases of significant discrepancies between the rented tool's condition and the description provided by the owner. Minor wear and tear resulting from normal usage during the rental period are not eligible for return.
- Dispute Resolution Process: In the event of a dispute regarding the condition of the rented tool, renters have a three-day period from the start of the rental period to raise the issue with Surefire Group Pty Ltd T/A Surefire Hire (ABN: 98 639 809 199). Both the tool owner and renter will be given an opportunity to provide evidence and resolve the dispute amicably.
- Return Authorization: Renters must obtain authorization from Surefire Group Pty Ltd T/A Surefire Hire (ABN: 98 639 809 199) before initiating a return due to a dispute. Unauthorized returns may not be accepted, and renters may be responsible for any associated costs.
- Inspection: Upon receiving a request for return due to a dispute, Surefire Group Pty Ltd T/A Surefire Hire (ABN: 98 639 809 199) may conduct an inspection or request additional information from both parties to assess the validity of the claim.
- Resolution: Depending on the outcome of the dispute resolution process, Surefire Group Pty Ltd T/A Surefire Hire (ABN: 98 639 809 199) may facilitate a resolution, which could include a partial refund, a credit towards future rentals, or other appropriate measures.
Refunds
- Refunds: Refunds are provided at the discretion of Surefire Group Pty Ltd T/A Surefire Hire (ABN: 98 639 809 199) and are not guaranteed. Refunds are typically issued only in cases where Surefire Group Pty Ltd T/A Surefire Hire (ABN: 98 639 809 199) determines that the rental experience did not meet the agreed-upon terms and conditions.
- Refund Processing:If a refund is approved, it will be processed using the original payment method or as otherwise agreed upon between Surefire Group Pty Ltd T/A Surefire Hire (ABN: 98 639 809 199) and the parties involved. Please allow a reasonable processing time for the refund to reflect in your account.
Non-Refundable Items
- Service Fees: Service fees charged by Surefire Group Pty Ltd T/A Surefire Hire (ABN: 98 639 809 199) for facilitating the rental transaction are non-refundable for the tool owner, regardless of the outcome of the rental experience. In the event of a dispute where the renter receives a tool that does not meet the agreed-upon condition, the renter will be eligible for a partial/full refund, while the service fee will remain non-refundable for the tool owner.
- Consumables and Damages: Consumable items and damages resulting from misuse or negligence during the rental period are non-refundable.
Contact Us
If you have any questions or concerns regarding our Return & Refund Policy, please contact us at enquiries@surefirehire.com.au. Our team is available to assist you and ensure a positive rental experience for all users.
Surefire Group Pty Ltd T/A Surefire Hire (ABN: 98 639 809 199) reserves the right to amend or update this policy at any time without prior notice. Please review this policy periodically for any changes.
Last update: 17 March 2024