Refund & Dispute Policy
Last updated: May 2026
1. Your rights under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Consumer guarantees apply and cannot be excluded. This policy explains how refunds and disputes are handled on the Xquip platform in addition to those rights.
2. Rentals
- Cancellation before pickup: If you cancel a rental before the agreed pickup, you may be eligible for a refund less any non-refundable platform fees, subject to the owner's stated cancellation terms.
- Equipment not as described: If gear is materially different from its listing or non-functional at pickup, contact us within 24 hours for a resolution, which may include a full refund.
- No-show by owner: If an owner fails to provide booked equipment, you are entitled to a full refund of amounts paid.
3. Sales
- Item not as described or faulty: Report within 7 days of receipt. Eligible items may be refunded or the dispute mediated.
- Change of mind: Private-sale change-of-mind returns are at the seller's discretion and are not guaranteed.
4. Platform fees
Xquip's platform fee may be non-refundable on cancelled or refunded transactions, except where required by law or where the fault lies with the platform.
5. How to request a refund or raise a dispute
- Email support@xquip.com.au with your order number and a description of the issue.
- We aim to acknowledge within one business day.
- We may request photos, messages, or other evidence.
- Where appropriate, we will mediate between the parties and determine an outcome.
6. Processing time
Approved refunds are processed through Stripe back to your original payment method. Banks typically take 5–10 business days to reflect the refund.
7. Insurance
Xquip does not provide insurance. Damage and loss are the responsibility of the parties per the Terms & Conditions and any insurance the renter has arranged. Refunds do not cover damage claims.
8. Contact
Questions about refunds or disputes? Email support@xquip.com.au.