handi Guarantee
Included automatically with every rental
Every rental on handi includes handi Protect — automatic protection against eligible accidental damage and theft, up to £150 per rental, at no extra cost to either party. There is no excess and no add-on to purchase.
What's Covered
- Accidental damage during normal use
- Dropped or knocked equipment
- Water damage during use
- Electrical or mechanical failures
- Theft from a secured location
- Theft from a locked vehicle
- Lost equipment during the rental period
- Stolen accessories
Where damage or loss exceeds £150, the renter remains liable for the difference.
What's Not Covered
- Personal injury of any kind
- Third-party liability or property damage
- Intentional damage or misuse of equipment
- Using tools outside their intended purpose
- Damage while under the influence of drugs or alcohol
- Theft from unsecured locations
- Normal wear and tear
- Cosmetic damage that doesn't affect functionality
- Damage from failure to follow safety guidelines
- Using tools without proper training or qualifications
- Pre-existing damage not reported at pickup
- Unauthorised modifications to the tool
How to File a Claim
Report Immediately
Contact us within 24 hours of the incident. For theft, also file a police report.
Provide Details
Send photos, a description of the incident, and any supporting documents.
Assessment
Our team reviews the claim and may request additional information if needed.
Resolution
Claims are typically processed within 5–10 business days. We'll notify you of the outcome.
Need to file a claim?
Contact us immediately — the sooner you report, the faster we can help.
Cancellation & Refund Policy
The single authoritative refund rule for all handi rentals.
Renter
Partial Refund
Cancel 48 or more hours before the rental start and the rental cost is returned. The platform service fee and £2.50 booking fee are non-refundable.
No Refund
Cancel within 48 hours of the rental start, no-show at pickup, or cancellation after collection — no refund is issued.
Tool Not As Described
Report within 4 hours of the rental start time if the tool significantly differs from the listing — full refund issued.
Owner & fees
Full Refund to Renter
If an owner cancels at any time, the renter always receives a 100% full refund. Frequent owner cancellations affect their platform rating.
Refund Processing
Approved refunds are processed within 5–10 business days. The £2.50 booking fee is non-refundable on partial refunds.
How Our Fees Work
Owners keep 100% of their listed price — handi never deducts a fee from owner payouts. Renters pay the listing price plus a platform service fee and a fixed £2.50 booking fee. Both are shown clearly before booking — no surprises.
Dispute Resolution
Most issues between renters and owners are resolved quickly through direct communication. If that doesn't work, handi steps in with a structured escalation process — most issues resolve at step 1.
Direct Communication
1–3 daysMessage the other party through in-app chat. Most issues resolve here — keep a clear record of all communication.
handi Mediation
3–7 daysOur support team reviews the evidence, facilitates communication, and proposes a fair outcome for both parties.
Formal Review
7–14 daysA senior handi team member conducts a full review of all documentation, photos, and messages.
External Arbitration
30–60 daysFor disputes over £2,000, either party may request independent arbitration. handi facilitates this process.
Before raising a dispute: Contact the other party through in-app chat first. Disputes raised without a prior attempt at direct communication may take longer to resolve. Keep all messages in the app — they are the primary evidence we use when mediating.
Identity Verification
Mandatory · completed once · takes 30–60 seconds
Every handi user — renters and owners alike — must verify their identity before making or accepting their first rental. This is how we keep the community safe and how we make handi Protect possible.
Set Up Profile
Create your account and complete your basic profile details.
Scan Your ID
Upload a clear photo of an accepted UK identity document.
Face Scan
A quick liveness check to confirm the ID belongs to you.
Accepted Documents
- UK passport
- UK driving licence (full or provisional)
- National identity card
- Biometric Residence Permit (BRP)
Documents must be valid and not expired.
Your Privacy
- ID photos and face scans are discarded immediately after verification
- No documents are stored by handi
- Verification is handled by Onfido, our accredited partner
- Bank-level encryption throughout
- Fully compliant with GDPR and UK data protection law
Tool Safety
Your responsibility as a renter.
Before You Use Any Tool
- Read the manufacturer's manual or ask the owner for a walkthrough
- Inspect the tool at handover and document any existing damage
- Wear appropriate PPE — eye, ear, and hand protection where relevant
- Ensure you have the skills or qualifications to operate it safely
- Check local regulations for the type of work you're doing
Emergency
For any life-threatening emergency, call 999 first.
For urgent rental or tool incidents, contact our team:
0800 123 4567Available 24/7 for emergencies
support@handitoolrental.comContact Us
One email · one phone number · real humans.
Get in Touch
71-75 Shelton Street
Covent Garden
London, WC2H 9JQ