1. Renter cancellations
- More than 48 hours before pickup: full refund of rental fees and deposit.
- 24–48 hours before pickup: 50% refund of rental fees; full refund of deposit.
- Under 24 hours before pickup: no refund of rental fees; full refund of deposit.
The GearShare service fee is non-refundable once a booking is confirmed, except where the Owner cancels.
2. Owner cancellations
If the Owner cancels a confirmed booking for any reason, the Renter receives a full refund (including the service fee). Frequent Owner cancellations may affect the Owner’s account standing, visibility in search, and ability to list tools.
3. Tool issues at pickup
If a tool is not as described, is unsafe, or cannot be picked up as agreed, contact GearShare support within 2 hours of the scheduled pickup time. We’ll work with both parties to resolve the issue, which may include a full refund to the Renter.
4. Damage, loss & deposits
Security deposits are held while the rental is active and released to the Renter after a successful return. If a tool is returned damaged, late, missing parts, or excessively dirty, the Owner may submit a claim against the deposit with photo evidence. GearShare reviews contested claims and decides deductions fairly.
5. Optional purchases
If a tool is sold outright through the optional buy-now feature, sales are final 48 hours after delivery or pickup, except where the tool is materially different from its listing. In that case, the Renter can request a full refund with photo evidence within 48 hours.
6. Payment method
Refunds are returned to the original payment method. Processing times vary by bank (typically 5–10 business days).
7. How to request a refund
Open the GearShare app, go to the booking in question, and tap “Request refund”. Or email [email protected] with the booking ID and a short description.
8. Disputes
If you disagree with a refund decision, reply to the support ticket within 14 days and we’ll escalate to a second reviewer. Decisions are final after escalation except where required by law.