Damage Claims Procedure

Last updated: June 2026

Gear sometimes comes back damaged, late, or not at all. This page explains how to reduce the risk, and what to do if it happens. Xquip provides the marketplace and facilitates communication; we are not an insurer and we do not adjudicate disputes between users.

1. Before the hire — protect yourself

• Document the handover. Both owner and hirer should photograph or video the equipment at pickup and at return, showing its condition and any existing marks.
• Agree the details in writing through Xquip messaging — what's included, the return time and place, and the condition expected.
• Check insurance. Xquip does not provide insurance. Hirers are responsible for arranging appropriate cover for the equipment during the hire (see our Insurance Requirements).

2. If equipment is damaged, lost, or returned late

1. Raise it promptly with the other party through Xquip messaging — ideally within 48 hours of the return (or the missed return).
2. Gather evidence: before/after photos or video, the listing description, your messages, and any repair quotes or invoices.
3. Try to resolve it directly. Most issues are settled between owner and hirer in good faith.
4. If you can't agree, contact support@xquip.com.au with your evidence. We can help facilitate communication and provide relevant transaction records.

3. Who is responsible

Under our Terms, the hirer is responsible for the equipment from pickup until it is returned in the agreed condition (fair wear and tear excepted). Liability for damage, loss, or late return sits between the hirer and the owner. Xquip is not a party to that liability.

4. Xquip's role

• We facilitate communication and can supply transaction and messaging records relevant to a claim.
• We do not assess fault, set the value of a claim, or guarantee any outcome.
• We may take account action against users who refuse to engage reasonably with a legitimate claim, or who are the subject of repeated valid complaints.

5. Insurance and recovery

Where a hirer holds insurance, claims should generally be pursued through that policy. Owners should consider their own commercial cover. Pursuing recovery of unpaid damages is ultimately a matter between the parties and, if necessary, the courts or relevant dispute-resolution bodies.

6. Contact

Need help with a damage issue? Email support@xquip.com.au.