Lender platform support (limited)

1. Who we are; who owns the items

CoHire, we, or us means TWELVE PIXEL PTY LTD ABN 14 670 579 432 trading as CoHire. We operate the Platform.

Lender means you list an item for rent to a renter under the arrangement between users. You own the item or have the lawful right to rent it out.

CoHire does not own, lease, or take security in any listed item. Title stays with you as the Lender (subject to law and your agreement with the renter).

2. What this program is

CoHire operates a community marketplace. In that spirit we may provide limited, discretionary Platform support (not a guarantee of outcome or payment) when renter recovery is unsuccessful, as described in Damage, loss, deposits, late return in our Terms - including exclusions for theft, intentional damage, failure to return, and the AUD $500 cap per booking.

This is not insurance and must not be treated as such. Under Australian regulatory arrangements, it is not a general insurance product, not underwritten by an insurer, and does not create a regulated insurance contract, policy, or premium relationship. There is no guarantee we will pay or contribute in any case. Any payment is a voluntary Platform assessment based on this page, the Terms, eligibility, the Lender Evidence Standard, and our reasonable review. We offer it to support early trust in the community; it does not replace your own diligence or cover.

Nothing here limits non-excludable rights under the Australian Consumer Law or other mandatory law.

3. Platform contribution cap (per booking)

• Our total discretionary Platform contribution for lender support assessed under this program for a single booking is capped at AUD $500 per booking unless we publish a different cap in the Terms.
• That amount is a Platform contribution only. It represents the limit of what CoHire may choose to pay toward the physical item within this discretionary program for that booking when renter card recovery fails after a reasonable attempt. It does not limit your separate right to pursue the renter (or anyone else liable) for the full fair market value or other reasonable amounts, statutory charges where they apply, or other remedies available under the Terms or general law, subject always to mandatory law.
• The Terms set out eligibility, exclusions, dated-photo requirements, and how renter charges apply.

4. Lender Evidence Standard

Instead of unspecified "reasonable evidence," we apply a clear baseline so requests can be reviewed fairly and consistently:

• Pre-rental condition: For a claim to be considered, you must provide clear, date- and time-stamped photographs of the item's condition taken within 24 hours before the rental begins (before handover start), showing the asset as entrusted for the booking. Poor quality, undated, or post-hire-only images may prevent assessment.
• Claim-specific proof: Depending on what happened we may additionally require items such as receipts, repair quotes, written chronology, Platform messages, and - where Section 7 applies - a formal police report. You must respond promptly and honestly to follow-up requests.

Meeting this standard does not mean a claim will be approved; approval remains discretionary within the exclusions and caps.

5. Booking and cooperation

• Bookings must be made and paid through the Platform as in the Terms.
• Support relates to the physical rented item on the booking only - not consequential or economic loss (see Section 7).
• You must notify us promptly when something goes wrong and satisfy the Lender Evidence Standard where it applies.

6. Failure to return vs third-party theft

Failure to return means the renter does not return the item in accordance with the booking, stops responding without adequate explanation, or otherwise leaves the physically hired item outstanding so that recovery through normal return is unsuccessful. Subject to exclusions, caps, discretion, and the Lender Evidence Standard, we may consider discretionary Platform support where you have filed a formal police report (or comparable official report required or appropriate in your jurisdiction) and cooperate with our enquiries. Approval is never assured.

Third-party theft (including where a stranger steals the item) and particularly situations where the item was left unsecured or unattended in circumstances where a reasonable person would not have relied on ambient security alone, is excluded from discretionary support under this program. You remain free to pursue other avenues under law, deposits, or the Terms where they apply.

7. Typical exclusions (physical item only)

Read full detail in Damage, loss, deposits, late return in the Terms. In addition - and consistently with limiting exposure strictly to eligible harm to the tangible rented item - discretionary support here does not extend to:

• Mechanical breakdown or internal failure of the item from defect, latent fault, fatigue, servicing gaps, wear beyond normal expected use for the booking, software or firmware failure, battery end-of-life, or similar operational failure not tied to discrete renter-caused damage.
• Consequential loss, including lost income from cancelled or missed future hires, reputational harm, inconvenience, downtime, labour to source a substitute listing, financing costs, storage, or other knock-on economic loss except where mandatory law says otherwise.
• Third-party theft or unsecured unattended loss as described in Section 6.
• Injury to people, animals, damage to buildings, vehicles, or any property other than the rented item listed on the booking.
• Intentional harm, careless or reckless misuse, unexplained disappearance without satisfying Failure to Return conditions in Section 6, or matters better addressed under deposits, misuse rules, or user-to-user remedies under the Terms.

You should maintain your own insurance where you need broader protection - particularly above our program cap or for liability, theft-risk you control, breakdown, or business interruption.

8. Claims and disputes

Contact support@cohire.com.au or use in-app dispute tools if available. We may ask follow-up questions and propose an outcome within the published caps. Outcomes are not court decisions unless we agree otherwise in writing for a specific case.

For disputes with CoHire about the Platform, follow the Dispute resolution section in the Terms.

9. Changes

We may update this page with a new effective date. Confirmed bookings are generally assessed under the Terms and policies that applied when the booking was confirmed, unless the law requires otherwise.