Lender platform support (limited)

1. Who we are; who owns the items

CoHire, we, or us means Twelve Pixel Pty Ltd (ACN 670 579 432) trading as CoHire. We operate the Platform.

An Owner (Lender) lists an item for hire. A Hirer books and hires it. You own the item or have the lawful right to rent it out.

CoHire does not own listed items. The hire contract is between you and the Hirer, as set out in the Terms.

2. What Platform Support is

Under Part B, clause 17 of the Terms, CoHire is not an insurer. CoHire may, at its discretion, offer limited Platform Support to a qualifying Owner of an Individual Listing where CoHire has been unable to recover an amount from a Hirer under clause 15 (Damage, loss and non-return) or clause 16 (Late return).

Platform Support is not insurance, a guarantee, a warranty, cover, or a protection plan. There is no promise CoHire will pay in any case. Nothing here limits rights under the Australian Consumer Law or other mandatory law.

3. When Platform Support may be considered

Platform Support may be provided only where, in CoHire's reasonable assessment (Terms Part B, clause 17(b)):

• the booking was made and paid for through the Platform;
• the item was a permitted Individual Listing within the value cap in clause 4 (or above that cap with CoHire's written approval);
• you complied with the Terms, including your Owner warranties in clause 6;
• the required evidence was provided within the applicable timeframe under clause 12 (Return and inspection);
• recovery from the Hirer was attempted and was unsuccessful or incomplete; and
• CoHire decides, acting reasonably and having regard to the available evidence, to provide Platform Support for that claim.

4. Evidence

You should inspect the item promptly on return and take photos or video at both pickup and return using the Platform's in-app timestamped photo and video tool. Please raise any issue with the Hirer, and through the Platform's dispute tool, within 48 hours of the return date (Terms Part B, clause 12).

For damage, loss, theft or non-return claims, CoHire assesses based on the evidence available (which may include pickup and return photos, messages, receipts, repair quotes, and comparable second-hand listings) and the fair second-hand market value of the item, having regard to - but not being bound by - your Declared Value.

Providing evidence does not mean Platform Support will be approved. Approval remains discretionary under the Terms.

5. How much Platform Support may be

Any Platform Support paid will not exceed the unrecovered amount of the relevant claim and, in any event, will not exceed the lesser of the following, as applicable (Terms Part B, clause 17(d)):

• the assessed fair second-hand market value of the item;
• the reasonable cost of repair;
• your accepted Declared Value;
• any Platform Support cap published on the Platform; and
• AUD $1,000.

That limit is about what CoHire may choose to pay as Platform Support. It does not stop you pursuing the Hirer for amounts still owing under the Terms or general law, subject to mandatory law.

6. When Platform Support is not available

Under Terms Part B, clause 17(c), Platform Support is not available for:

• a booking made or paid for wholly outside the Platform;
• a Business Listing (Terms Part B, clause 22), or a booking for which an Owner-Collected Bond was taken (clause 23);
• a prohibited or restricted item listed without required approval; an item above the value cap that CoHire has not approved in writing;
• a defect the Owner knew of and did not disclose;
• ordinary wear and tear;
• a claim with insufficient evidence;
• Owner fraud or misrepresentation;
• consequential loss, lost income or sentimental value; or
• personal injury, third-party property damage, or fines and penalties.

CoHire does not provide insurance to Owners or Hirers. You should obtain your own insurance if you want broader protection. Business Owners must hold insurance as required by clause 22 of Part B.

7. Recovery after Platform Support

If CoHire provides Platform Support, you must cooperate with CoHire's ongoing recovery efforts against the Hirer. CoHire may pursue that recovery, charge the Hirer's saved payment method where authorised, and require you to assign to CoHire, to the extent of the Platform Support paid, your right to recover the equivalent amount from the Hirer. CoHire may retain any amount later recovered from the Hirer up to the amount of Platform Support paid to you (Terms Part B, clause 17(e)).

8. Claims and disputes

Contact support@cohire.com.au or use in-app dispute tools. CoHire may request evidence, facilitate a resolution, and make a determination for Platform, payment and Platform Support purposes.

For disputes between users, see Part A, clause 13 of the Terms. Platform decisions for payment or support purposes do not bind your legal rights under the Australian Consumer Law.

9. Changes

We may update this page when the Terms change. Confirmed bookings are generally assessed under the Terms in place when the booking was confirmed, unless the law requires otherwise. The binding rules for Platform Support are in the Platform Terms & Conditions.

10. Privacy

How we handle personal information is described in our Privacy policy.