Terms & conditions

1. Introduction

These terms apply when you use the CoHirewebsite and services. We call that the "Platform", including on phones and computers.

The Platform connects Lenders (people who list tools and equipment for rent) with renters (people who hire them). CoHire does not own listed items - the Lender does or has lawful right to rent them out. Sometimes we say "we", "us" or "CoHire": that means TWELVE PIXEL PTY LTD (ABN 14 670 579 432) trading as CoHire. "You" means anyone with an account, whether Lender, renter, or both.

By using the Platform, you agree to these terms. If you do not agree, please do not use it.

2. The service

We run an online marketplace: listings, bookings, messaging, and taking payments. The actual rental agreement is between the Lender and the renter. We provide the site, payments help, and support according to these terms.

The Platform connects users and is not a shop or rental yard. We do not guarantee the quality, safety, or legality of listed items, or how people behave on or off the site.

Hires are arranged between users, so there are normal practical risks (such as item condition and how people act). You take part in rentals at your own risk to the extent the law allows. This does not remove any rights you have under the Australian Consumer Law or other non-excludable law.

Only bookings on CoHire: Secure payments, dispute help where we offer it, and our service fee rules only apply when you book and pay through the Platform. If you arrange or pay for a hire completely outside CoHire, those features do not apply. This does not take away any rights you have under the Australian Consumer Law or other laws that cannot be waived.

We are not your boss or business partner: We are not your agent, employee, employer, partner, or joint venture. Running the hire marketplace does not make us part of your rental deal with the other person. These terms do not create an employment, agency, or partnership relationship between CoHire and you, whether you list items, rent them, or use the Platform in another way.

What we mean by "reasonable": When these terms mention reasonable costs or typical market value, we refer to objective benchmarks: current retail replacement price (adjusted for age), standard commercial hire rates in the same area, or professional repair quotes. This ensures no one is overcharged or underpaid.

3. Entire agreement and changes

These terms, plus policies we link to (including our Privacy policy and Lender platform support (limited)), are the full agreement between you and us about using the Platform. They replace earlier informal understandings on the same topic.

We may update these terms. We will publish the new version with a new "Last updated" date. If you keep using the Platform after that, that may count as accepting the update, except where the Australian Consumer Law or other mandatory law says otherwise.

For a booking that is already confirmed, the terms that applied when you made that booking still apply to that booking, unless the law requires something different.

Using the Platform (including confirming "I Agree" or signing up where shown) means you agree to these terms governing your relationship with us. Separate rental arrangements between users are between those users subject to mandatory law including the Australian Consumer Law, which is not waived by clicking through.

4. Who may use the Platform

You must be at least 18 (or the age of majority where you live). Use accurate details when you sign up and keep them up to date. If you use the Platform for a business, you must be allowed to commit that business. Lenders must have the right to rent out what they list.

5. Accounts and security

You are responsible for your login and everything that happens on your account. Do not share your account or let others use it as if they were you. If you think someone else has access, tell us at support@cohire.com.au so we can help.

6. Payments and Stripe

How payments work and checks

• Renters pay through our payment provider, Stripe. You agree to Stripe's terms that apply to you.
• You allow us and Stripe to process payments, refunds, and card or wallet actions as shown at checkout and in these terms.
• You must complete identity and compliance checks when Stripe or we reasonably ask (for example anti-fraud or legal checks).
• We may pause your account or payments if those checks are missing or fail. We try to do this fairly and to meet the law.
• We may also restrict payments or accounts if we see signs of misuse, such as suspicious activity, false or misleading payment claims, or repeated improper chargebacks, while we look into what happened. We aim to use this only when needed to protect users and the payment system. Your rights under the Australian Consumer Law and other non-excludable law still apply.

Lender payouts

• If you earn money as a Lender, we pay you manually after our service fee and any lawful hold or adjustment.
• We run payouts on a schedule shown on the Platform, and/or when you request a payout if that option exists.
• Timing: We do not guarantee payout dates. Money can be delayed by our processing, banks, checks, disputes, or other normal operations.
• Holds and changes: Where the law allows, we may delay, hold back, or change a payout for fraud prevention, disputes, chargebacks, compliance, wrong amounts, or while we look into an issue. We try to explain holds when we can and resolve them within a reasonable time (what is fair given the issue and any evidence we have).
• Keep your payout details correct wherever the Platform asks for them.

Bank details: your responsibility

• We do not separately verify that the BSB, account number, or name you enter matches your real bank account.
• We pay using what is saved on your account. Check it carefully before you save or change it.
• You are responsible for matching those details to your own bank records.
• If money goes to the wrong account because the details you gave were wrong, we may not get it back. We will help where we can within what is practical and fair. Your statutory rights still apply.

Prices before you pay and saved cards

• Before you confirm payment, you will see all required amounts: rent, service fee, deposits, and similar charges.
• Saved card and later charges: When you pay for a booking, you ask us and Stripe to save your payment method (where the site allows). You also allow us and Stripe to charge that same method for the booking and, later, for allowed extra charges described here and at checkout, for example fair costs for damage or loss (see Damage, loss, deposits, late return), deposit amounts, and late fees that match what you saw when you booked. The same consent applies anywhere else these terms mention charging your saved card.
• Notice: Where we can, we will try to tell you before an extra charge (email or in-app). Timing can vary if something is urgent or disputed.
• Those extra charges should be fair, backed by evidence and booking records where relevant, and consistent with these terms. Your rights under the Australian Consumer Law still apply.
• You can manage or remove saved cards in your profile where the Platform allows. If an active booking still needs that card, the site may block removal until it does not. Removing a card may stop you booking until you add a new one.

Payments and authorisation

1. Payment method: You need a valid payment method to make a booking request. Sending a request means you allow us to store payment details and charge as described in these terms.
2. Hold before the rental: We may place a temporary hold on your card up to 2 days before the rental starts. No money is taken yet. It is only a hold.
3. Charge: We take the payment 1 day before the rental starts. After that, the amount is charged.
4. If payment fails: We may try again. If payment still cannot be completed, the booking may be cancelled.
5. Your consent: Using the Platform means you agree to this hold-and-charge flow, including charging your saved card when applicable.

Cancellation policy

1. Free cancellation: You can cancel with no charge up to 2 days before the rental start date.
2. Late cancellation: If you cancel 1 day before the start date, a cancellation fee applies. If you cancel within 24 hours of the start date, we deduct 50% of 1 day rent and the service fee.

7. Service fee

CoHire charges a service fee on bookings. It is 10% of the rental amount, rounded up to the nearest whole dollar (AUD), and never less than AUD $1 per booking. Checkout will show clearly how the fee is calculated and whether it is included in the total or added on top.

If GST applies to our service fee, the amount you see at checkout includes GST (you do not pay extra on top unless checkout clearly says otherwise). We may change the percentage, minimum, or rounding by updating these terms and/or checkout. We will follow the Australian Consumer Law and other law when we do.

The service fee applies to bookings made through the Platform. You cannot avoid it by paying off the Platform. Serious or repeated attempts to do that may lead to suspension or closure of your account. For what we retain on late cancellation, see Cancellation policy above.

GST and taxes

You are responsible for your own taxes (including income tax and GST if you run a business). Other checkout amounts are in AUD as shown. If you are unsure, speak to a tax adviser.

8. Chargebacks

Only dispute a payment with your bank when you have a genuine reason under the law or card rules. Misuse of chargebacks can lead to suspension or termination. We may share information with Stripe and others as needed to resolve disputes, based fairly on our records.

9. Listings (Lenders)

List only items you are allowed to rent. Descriptions should be honest (condition, price, location, availability, deposits, and so on). One listing should normally be one item unless the Platform clearly allows otherwise. Do not use listings for spam, unrelated ads, illegal goods, or items that are unsafe or cannot lawfully be rented.

Extra rules in your listing cannot override these terms or how booking works on the Platform. We may remove or edit listings that break these terms or the law.

Safety: You must follow Australian product safety rules that apply to your goods. Do not list items you know or should know are unsafe. We do not inspect every item before it goes live.

Do not list illegal items, weapons, hazardous material, stolen goods, or things that need licences you do not have. We may remove those listings.

We may also restrict or remove listings that we consider unusually high in value or risk for the Platform, so the marketplace stays workable and safer for Lenders and renters. We try to apply this fairly.

For a standalone summary of limited discretionary Platform support for Lenders (not insurance), see our Lender platform support (limited) page.

Condition photos: Take clear, dated photos of each item at pickup and return where you can. They make disputes fairer and support evidence-based assessment of damage or loss claims (see Bookings and Damage, loss, deposits, late return).

Lender representation (safety and fitness): You confirm that items you list are safe and lawful to supply for ordinary rental use, you take reasonable steps to maintain them appropriately and to identify applicable product recalls or mandatory safety notices (such as ACCC or recalls.gov.au, where relevant to the goods), and you hand over items in substantially the advertised condition unless you have clearly disclosed defects. CoHire does not inspect or maintain listed items - the Lender is responsible for complying with Australian product safety obligations that apply before handover, subject always to statutory rights neither party may exclude under the law.

10. Bookings

Renters send requests; Lenders accept or decline as the Platform allows. A booking is confirmed when payment succeeds (or when the Platform clearly says it is confirmed). Both sides should stick to the agreed pickup, return, dates, and place. Pickup or delivery is whatever you agree unless the Platform states otherwise.

Lenders may ask for ID at pickup or delivery. Say so clearly beforehand. For small tools, phone verification through the Platform may be enough.

Proof of condition (required): Both sides should take dated photos of the item at pickup and return. They matter for disputes and for assessing damage or loss claims fairly. Without clear evidence from the booking timeline, we may dismiss or limit claims at our discretion.

Missing pickup may count as a cancellation under the rules on the Platform. Confirmed bookings should go ahead unless cancelled under our cancellation policy.

11. Cancellations and refunds

Cancellations, refunds, and fees follow what the Platform showed when you booked, plus any policies we publish. If a Lender cancels a confirmed booking, the renter should get a full refund of what they paid for that booking, subject to the law. If the Lender does not make the item available as agreed and the renter can show that (for example using messages and Platform records), the renter should get a refund as our policies and the Australian Consumer Law allow.

Once a refund is approved, we process it promptly through our payment provider. After that, how long it takes to reach you depends on banks and payment providers and is largely outside our control; it is often on the order of several business days. We try to be consistent and fair based on the evidence we have.

We may cancel a booking or restrict accounts if these terms are broken or for safety or operations. When we can, we will explain why and what happens next.

12. Damage, loss, deposits, late return

• How we value costs: Repair, replacement, and loss amounts must be reasonable and based on available evidence. We anchor money claims in fair market value for the item as used (age, condition, normal wear). That can be less than the original retail price. Fees and charges must stay proportionate to what was shown at booking and consistent with the Australian Consumer Law.
• Renter responsibility (in plain terms): The Renter is fully responsible for the hired item during the booking. If the item is damaged, lost, stolen, not returned, or damaged on purpose, the Renter is liable for reasonable repair or replacement costs, often anchored in fair market value for the item as used. Late or other fees apply only if they were clearly shown in the listing or booking flow and are reasonable (not penalties in disguise).
• Recovery: CoHire may try to recover amounts owed from the Renter's saved payment method for and on behalf of the Lender, subject to evidence, checkout consent, and the law. This is not a guarantee of full recovery.
• General charges: We may charge the Renter's saved card for other fair amounts these terms allow, with evidence and in line with checkout consent (see Prices before you pay and saved cards above).
• Evidence: Lenders should provide proof that fairly shows what happened (photos, receipts, quotes, etc.). Renters should cooperate honestly. Dated pickup and return photos from both sides help assess claims fairly.
• If you cannot agree: We may step in as a facilitator: we can look at the evidence and suggest a fair outcome. Unless we agree in writing to a separate binding process for a specific case, we are not a court or arbitrator and our suggestion is not binding. You may still have rights under the Australian Consumer Law and other law. CoHire is not an insurer; what can be recovered depends on evidence and these terms.
• Lender fallback (discretionary): If we cannot successfully charge the Renter's saved card for harm or non-return after a reasonable attempt, we may consider discretionary Lender platform support within the cap described on that page. This is not insurance and not a guaranteed payout.

Late return

• On time: Return the item on the agreed date and time.
• Grace: A short grace period only applies if the Lender and renter both agree.
• Late fees: If you return late, you may owe extra rent as shown in the listing or booking flow. Fees must be reasonable (fair compared with typical hire rates and what was shown when you booked), not unlimited penalties.
• Very late: If the item is not returned within a reasonable time (fair given how long the hire was and whether the parties were in touch), it may be treated as an extended rental with extra charges based on agreed pricing.
• Other bookings:If your late return affects someone else's booking, you may owe reasonable costs that result, based on available evidence and typical market value where that applies.
• Payment: Late fees may be charged to the saved card under the same consent as other allowed extra charges (see Prices before you pay and saved cards above).
• Talk to each other: Renters should tell the Lender as soon as possible if they will be late. Lenders should be fair to both sides where they can.
• Fairness: All charges in this section should be reasonable, proportionate, and based on prices and information shown at booking, available evidence, and typical market value for money amounts (or clearly updated with your consent if the Platform requires it).
• If the item cannot be collected or returned: If that is due to the renter not responding or not being available, the Lender should make a fair effort to contact them. If there is no response in a reasonable time (fair in the circumstances), the item may be treated as not returned and further charges may apply as per agreed pricing and reasonable costs tied to evidence and typical market value where relevant.

Responsible use

• Use hired items with care that a fair person would use in the same situation.
• Damage from deliberate misuse, reckless behaviour, or ignoring clearsafety instructions is the Renter's responsibility under the liability rules above.
• Insurance: We do not provide insurance for items, people, or other people's property unless the booking flow clearly says something different. Renters and Lenders should maintain their own insurance where they need broader protection.

Lender platform support (overview)

CoHire does not own listed items; Lenders retain title subject to law and their agreement with the renter. We may offer limited, discretionary Platform support for qualifying Lenders when renter recovery is unsuccessful - not insurance.

A short standalone summary sits on our Lender platform support (limited) page (incorporated together with these terms as described in Entire agreement and changes).

Legal responsibility

This program is limited and is not insurance. It does not stop Lenders or renters from bringing legal claims against each other where Australian law allows. Everyone remains responsible for their own actions and liabilities beyond this program.

13. Disputes between users

Try to sort issues directly first. Use Platform dispute tools if we provide them. We may help you talk and suggest an outcome based on what you send us. We are not a court or binding decision-maker unless we clearly agree otherwise in writing for a specific case. We try to review disputes within a reasonable time (what is fair given the information); complex cases can take longer.

If you need a binding decision, you may use appropriate legal channels that apply to you (for example courts or tribunals), alongside anything else the law allows. Nothing here limits rights you cannot waive under the Australian Consumer Law or other mandatory law.

14. Conduct

Use the Platform lawfully and respectfully. Do not harass people, misuse personal data you get through the site, fake reviews or bookings, break security, dodge fees, scrape or overload the site, or use it for fraud or money laundering. Do not list items you are not entitled to rent. We may suspend or close accounts and remove content if there is a breach or serious risk.

Keep messages and payments on the Platform. Do not move bookings or payments off the site to avoid fees or the help described in these terms. Serious or repeated breaches may lead to suspension or termination.

We may also restrict accounts if someone repeatedly causes damage, returns items late, or otherwise breaks these terms. We try to do this fairly to protect users and the Platform.

Indemnity

Where the law allows, you agree to cover CoHire, TWELVE PIXEL PTY LTD, and their staff and contractors for reasonable losses, damages, costs, and claims (including fair legal fees), in line with available evidence and typical market value where money is involved, that arise from: you breaking these terms; misusing the Platform; your listings, hires, or use of items; you breaking the law; or third-party claims tied to your content or conduct on the Platform.

This indemnity is limited by the Australian Consumer Law and other laws that restrict what businesses can ask consumers to cover.

15. Intellectual property and content

We and our licensors own the Platform software, branding, and materials, not your own content. You give us a non-exclusive licence to host, show, and adapt what you upload (listing text, photos, etc.) as needed to run, promote, and improve the Platform until you remove it and we have had a reasonable time to take it down (fair for processing and backups), subject to law and normal backups. You confirm you have the right to upload what you post. Please do not copy Platform materials except as needed to use the service.

16. Privacy

We handle personal information as described in our Privacy policy and in notices from our payment providers.

17. Availability

We aim to keep the Platform running smoothly, but outages happen. We may pause access for maintenance, security, or reasons outside our control.

Events outside our control

We are not liable for delay or failure when caused by events outside our reasonable control (for example natural disasters, war or terrorism, unrest, large-scale internet or power failures, government-mandated pandemic rules, serious supplier labour shortages, or failure of services we rely on, such as payment networks), except where the Australian Consumer Law or other mandatory law says otherwise. When that happens, we aim to get back to normal as soon as we fairly can in the circumstances.

18. Liability

Consumer rights: Nothing in these terms takes away consumer guarantees, rights, or remedies you have under the Australian Consumer Law (including under the Competition and Consumer Act 2010(Cth)) or other non-excludable law. If you are a "consumer" under that law, those rights apply to the services we supply to you (such as providing and operating the Platform), as well as any separate rights you have against other users about the hire itself.

Other liability: Where the law allows, the Platform is provided without extra express warranties beyond what the law implies. We are a marketplace: we do not control item condition, safety, legality, or how other users behave. Subject to consumer guarantees and other rights that cannot be excluded, if we can lawfully cap liability our total liability to you for loss from these terms or your use of the Platform (whether in contract, negligence, or otherwise) is limited to the total service fees you paid us in the 12 months before the event that led to the claim. That cap does not apply to claims or remedies that cannot be limited under the Australian Consumer Law. No liability for equipment: CoHire provides the Platform only. We are not a manufacturer, mechanic, or safety inspector. To the maximum extent allowed by the Australian Consumer Law, CoHire is not liable for physical injury, death, or property damage caused by a listed item. Any such claims sit strictly between the Renter and the Lender.

19. Termination

We may suspend or end access for serious or repeated breach, risk, fraud, abuse, illegal activity, off-platform payment schemes, security issues, or behaviour that does not fit the intended use of the Platform. We try to apply this fairly for everyone's safety. You may stop using the Platform at any time. Parts of these terms that should naturally continue (fees, liability limits where allowed, intellectual property, disputes) still apply after termination.

20. Australian law and geography

We operate the Platform from Australia mainly for Australian users. These terms follow Australian law. If you use the site from another country, you must still follow local law where it applies to you.

21. Dispute resolution

If you have a dispute with us, email support@cohire.com.au first. We will follow any mandatory complaint process required by law. Nothing here limits non-excludable rights under the Australian Consumer Law or other applicable law. Subject to those rights, Australian courts with jurisdiction may hear disputes.

You can also reach us through the Platform for questions about these terms.