Equipmax Claims Process

1. Claims Process for Owners

If an Owner’s item is damaged, lost, or not returned after a rental:

1. Report Incident
   Log in to your Equipmax account → Claims Centre → select the rental → submit a claim within 48 hours and upload evidence (photos, videos, description, renter communication).
2. Verification
   Equipmax verifies the claim with both parties, notifies the renter, and involves courier/insurance partners if applicable.
3. Resolution Path
   Minor damage: renter’s security deposit or wallet balance may cover repairs.
   Major damage/loss/theft: Equipmax and insurance partners handle costs; receipts or valuations may be required.
4. Settlement
   Approved claims are settled via renter compensation or insurance payout. Payment is deposited to the Owner’s Equipmax Wallet.

2. Claims Process for Renters

If a Renter believes they received faulty, unsafe, or misrepresented goods:

1. Report Incident
   Log in to Equipmax → Claims Centre → select rental → submit within 24 hours of receiving the item with photos/videos and written details.
2. Verification
   Equipmax contacts the Owner and, if needed, courier or insurance partners.
3. Resolution Path
   Unsafe or misrepresented item: refund may be issued.
   Courier damage: courier insurance partner engaged.
   Already faulty: Owner held liable.
4. Settlement
   Refund/compensation is processed via Equipmax Wallet for withdrawal or future booking.

3. General Rules

• All claims must be logged through Equipmax’s Claims Centre.
• Timeframes: Renters within 24 hours of receiving; Owners within 48 hours after rental ends.
• Claims outside these windows may be invalid.
• Fraudulent claims lead to account suspension and possible legal action.
• Equipmax may involve law enforcement in cases of theft or deliberate misuse.