Rental Service Terms and Conditions

Last updated: May 2025

These Terms and Conditions govern the rental of equipment from Off-Grid Hire. By placing a booking, you agree to the terms below.

Agreement Overview

• “We”, “our”, or “Off-Grid Hire” refers to the business operating under Whistler Hill Pty Ltd trading as Off-Grid Hire Australia (ABN 77 620 838 888).
• “You” or “the customer” refers to the person or entity renting the equipment.
• “Equipment” or “gear” includes all items listed in your rental agreement or order confirmation.
• “Rental Agreement” means the confirmed booking details (via website or email) outlining the equipment, rental period, and applicable fees.
• “Order Confirmation” is issued when full payment is received and represents a binding contract to rent the specified gear.
• “RPP” refers to the optional Rental Protection Plan, which covers accidental damage under specified conditions.
• These Terms and Conditions form part of your Rental Agreement and may be updated from time to time.

1. Booking and Payment

• All bookings must be made through our website or an authorised Off-Grid Hire representative.
• Full payment is required to secure your booking.
• Prices are quoted in Australian Dollars and include GST unless stated otherwise.
• We accept payment by credit card (Visa, MasterCard), debit card, and PayPal.
• Minimum rental period is one day (return by same time next day).
• If you believe there’s been a billing issue, please contact us first — we’re here to help. If a chargeback is initiated through your bank or PayPal without prior discussion, we may need to pause future bookings until the matter is resolved.

2. Rental Period

• The rental period begins on the agreed pickup or delivery date and ends when the gear is returned to us or collected.
• Late returns may incur additional charges equivalent to the daily hire rate for each day overdue, unless pre-approved.
• If the gear is significantly overdue without contact, we may treat it as a missing item and apply replacement costs in line with our Damage and Loss policy.

3. Extensions

• If you need to keep equipment longer than your original booking, please contact us at least 24 hours before your return date.
• Extensions must be confirmed by Off-Grid Hire via email or text message to be valid.
• Additional hire charges apply at the standard or discounted long-term rate.

4. Security Deposits

• Most rentals require a security deposit.
• Deposit amounts will vary by product, but are typically set between 10-50% of the item’s retail value.
• High-value items such as large power stations will typically require larger security deposits.
• Our preference is to manage security deposits via card pre-authorisation rather than a direct charge. Where this is not possible we will refund deposits within 1–3 business days after safe return and inspection of the equipment.

5. Care and Use of Equipment

• You agree to use the equipment safely, responsibly, and only for its intended purpose.
• Do not operate any item in a way that exceeds its rated capacity, bypasses built-in safety mechanisms, or exposes it to risk of damage.
• Equipment must not be:
  • Submerged in water or exposed to extreme weather unless explicitly rated (e.g. IP67).
  • Used to power life-support or critical safety equipment.
  • Operated in restricted areas like airports, mine sites, or national parks unless you have the proper permissions. Some locations have specific rules — you’re responsible for checking.”
  • Operated by anyone under the influence of drugs or alcohol.
• Store all gear in a dry, secure, shaded location, away from flammable substances and direct sunlight.
• Generators must be used in ventilated outdoor areas only.
• Some equipment (e.g. generators, UHF radios, Starlink kits) require basic setup knowledge — it’s your responsibility to review our guides or ask us for assistance if unsure.
• You are responsible for cleaning and reasonably repacking the gear before return. Excessive mud, sand, or damage may incur cleaning fees.

6. Damage and Loss

• We inspect all gear when it comes back. If anything is damaged or missing, we’ll let you know within 2 business days, along with a summary and — if needed — a repair or replacement estimate.
• You’re responsible for looking after the gear while it’s in your care. If something gets damaged, misused, or goes missing, you may be charged for repairs or replacement.
• If you’ve chosen the Rental Protection Plan (RPP), it can help cover accidental damage — like drops or spills — but it doesn’t cover loss, theft, or misuse.
• We understand that minor wear is normal. Things like light scuffs, surface marks, or dust won’t be charged.
• Examples of chargeable damage:
  • Cracked screens or broken solar panels
  • Water or liquid damage
  • Bent plugs or crushed cables
  • Heavy dirt, sand, or corrosion from poor storage
• Without the RPP, you may be liable for the full replacement cost of any lost or damaged items. We’ll always aim to be fair and transparent — and where possible, we’ll look at repair options before full replacement.
• Want peace of mind? Our Rental Protection Plan can limit your costs if accidents happen.

7. Damage Charges and How They’re Processed

• If gear is returned damaged, misused, or incomplete, we’ll notify you within 2 business days. We’ll provide a summary of the issue, along with repair or replacement costs if applicable.
• Unless otherwise arranged, any charges will be:
  • Automatically charged to the original payment method used at checkout (e.g. credit card or PayPal), or
  • Deducted from your security deposit, if one was taken
• If those options aren’t available, we’ll send an invoice due within 7 days. We’ll always aim to be fair and transparent — including photos or notes where helpful.
• If you’re ever unsure about a charge or think there’s been a mistake, please contact us straight away. We’re here to help resolve things quickly.

8. Rental Protection Plan (RPP)

• RPP is optional and costs $25 per day.
• If selected, it limits your liability for accidental damage, which means unexpected physical damage that occurs during normal use (e.g. dropping a power station while unpacking, spilling water on a device, or cracking a screen).
• RPP does not cover:
  • Loss or theft (e.g. gear not returned or stolen from a campsite)
  • Misuse or negligence (e.g. using the gear in wet conditions when not weather-rated)
  • Failure to follow instructions or safety warnings
  • Damage caused by third parties or unauthorised users
• If RPP applies, your maximum out-of-pocket cost is limited to a $500 excess per incident.

9. Change of Plans?

• We understand that plans can change. If you need to cancel or adjust your booking, here’s how we handle it:
  • Cancel 7+ days before your start date for a full refund.
  • Cancel 3–6 days before your start date for a 50% refund.
  • Cancel within 48 hours of your start date — we can’t usually offer a refund, but:
    • If something unexpected comes up (e.g. illness, fire risk), please contact us.
    • In many cases, we’re happy to help you reschedule instead of cancel.
• If you’ve already paid and need to shift your booking, just email us — we’ll always try to accommodate.

10. Pickup and Delivery

• Gear may be picked up from our Panton Hill location (VIC) or delivered within our local service area.
• Our standard delivery zone covers addresses within 50 km of Melbourne CBD. If you’re outside this area, please contact us — extended delivery may be available at additional cost.
• Delivery fees are based on distance and will be confirmed before dispatch.
• You must ensure someone is present at the agreed location and time to receive and sign for the equipment.
• Deliveries and pickups will be scheduled within a 2-hour window (e.g. 9–11am). We will confirm this with you the day prior.
• We ask you to make sure someone’s home to receive the gear — we’ll need a quick handover and a signature. If no one’s there:
  • We may offer a redelivery (additional fee applies), or
  • Ask you to pickup from us, or
  • Cancel the delivery if we can’t reach you.
• We won’t leave gear unattended unless you ask us to in writing — just to keep it safe!

11. Liability, Indemnity, and Force Majeure

• Limitation of Liability: Off-Grid Hire takes care to provide reliable, well-maintained equipment, but we are not liable for any loss, damage, injury, or delay arising from the use, misuse, or failure of rented gear. This includes but is not limited to: loss of income, inconvenience, or indirect or consequential damages.
• Indemnity: You agree to take responsibility for any third-party claims, legal costs, or liabilities arising from your use of the rented equipment — except where caused by our proven negligence.
• Customer Warranties: By renting from us, you confirm that:
  • You are legally able to enter this agreement.
  • You have the knowledge or ability to safely set up and use the rented gear.
  • You will follow any relevant laws, licensing rules, and safety requirements.
• Force Majeure: We are not liable for failure or delays caused by events outside our reasonable control — including natural disasters, severe weather, supply chain disruptions, internet or utility outages, government actions, or pandemics. If such an event occurs, we’ll do our best to notify you and offer alternatives where possible.

12. Equipment Verification

• Upon receiving your gear (via pickup or delivery), please inspect all items for damage, defects, or missing parts.
• Let us know by the end of your first day of hire if anything is wrong, so we can fix it quickly.
• If we don’t hear from you, we’ll assume the gear was delivered in good condition.
• Reports made later may be treated as damage or loss during your rental period.

13. Dispute Resolution

• We’re committed to resolving any issues quickly and fairly.
• If you’re unhappy with any aspect of your rental, please contact us at hello@offgridhire.com.au as soon as possible so we can work with you to find a solution.
• If a dispute arises, both parties agree to first attempt resolution through informal negotiation and communication.
• If we can’t resolve the issue within 14 days, either party may refer the matter to a mediation service in Victoria, Australia.
• Legal action should only be pursued as a last resort.

14. Termination Rights

• Our Right to Terminate: Off-Grid Hire reserves the right to cancel or terminate any rental agreement at any time if:
  • Payment is not received or is reversed (e.g. chargeback).
  • We have reason to believe the gear will be misused, stored unsafely, or used unlawfully.
  • The equipment is not returned on time and no extension has been approved.
  • The customer breaches any significant part of these Terms.
• Your Right to Terminate: You may cancel your booking at any time subject to our cancellation policy (see Section 9). If we are unable to supply the gear as agreed (due to fault, loss, or circumstances beyond our control), you may:
  • Accept a suitable replacement (if available), or
  • Cancel the affected item and receive a full refund for that portion of your booking.
• In either case, we are not liable for indirect losses (e.g. missed plans, downtime) resulting from termination.

15. Governing Law

• These Terms are governed by the laws of Victoria, Australia.
• Any disputes will be resolved in the courts of Victoria.

Questions? Please contact us at hello@offgridhire.com.au before booking if you have questions about these Terms.