Refunds & Returns Policy

Last updated: [25/12/2025]

This Refunds & Returns Policy explains how cancellations, refunds, returns, and deposits work on Prum.
It operates alongside our Terms & Conditions and complies with Australian Consumer Law (ACL).

Nothing in this policy limits your rights under the ACL.

1. Our Role as a Marketplace

Prum is an online marketplace that connects tool owners with renters.
Tools listed on Prum are owned and supplied by individual users, not by Prum itself.

Prum:

• Facilitates bookings and payments
• Provides dispute assistance
• Does not own, inspect, or supply tools directly

Each hire contract is between the tool owner and the renter, subject to Prum’s platform rules.

2. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, renters are entitled to consumer guarantees.
Tools hired through Prum must be:

• acceptable quality
• Fit for their intended purpose
• As described in the listing
• Supplied with reasonable care and skill

If a tool fails to meet these guarantees, renters may be entitled to a repair, replacement, or refund, depending on the nature of the failure.

These rights apply regardless of this policy or any listing terms.

3. Cancellations Before the Hire Starts

Renter Cancellations

Cancellation terms are clearly shown at checkout and may vary by listing.

Depending on the listing:

• Full refunds may be available if cancelled within the stated period
• Partial refunds or cancellation fees may apply
• Service fees may be non-refundable where permitted by law

Any eligible refund will be processed back to the original payment method.

Owner Cancellations

If a tool owner cancels a confirmed booking before the hire begins:

• The renter will receive a full refund
• Any applicable service fees will also be refunded

Repeated owner cancellations may result in account or listing restrictions under Prum’s Terms & Conditions.

4. After the Hire Has Started

Once a hire period has commenced, refunds are generally not provided for change of mind.

However, renters may be entitled to a refund or partial refund if:

• The tool is faulty
• The tool is unsafe
• The tool is significantly not as described
• The tool cannot be used for its intended purpose

These situations may constitute a failure under the ACL.

5. Faulty or Unsafe Tools

At Pickup

If a tool is faulty, unsafe, or not as described at pickup:

• Do not use the tool
• Notify the owner immediately via Prum messages
• Document the issue with photos or video

If the issue is confirmed, the renter may be entitled to:

• A full refund, or
• A partial refund for unused hire time

During the Hire

If a fault develops during the hire:

• Stop using the tool immediately
• Notify the owner through Prum
• Provide evidence where possible

The appropriate remedy will depend on whether the issue is considered a minor or major failure under ACL.

6. Returns & Condition of Tools

Renters are responsible for returning tools:

• On time
• In the same condition as received
• With all accessories, attachments, and parts

Cleaning, refuelling, or recharging requirements must be followed if clearly stated in the listing.

Late Returns

Late returns may result in:

• Additional hire charges
• Deductions from a security deposit

Late fees must be reasonable and consistent with the listing terms.

7. Security Deposits (Bonds)

Some listings require a refundable security deposit.

• Deposits are disclosed before booking
• Deposits are processed securely via PayPal or Stripe
• Deposits are released after the tool is returned and checked

A deposit may be partially or fully withheld if:

• The tool is damaged
• Accessories are missing
• The tool is returned late
• Excessive cleaning or repairs are required

Any deductions must be reasonable and supported by evidence.

8. Damage Caused During Hire

If a tool is damaged during the hire:

• The renter must notify the owner immediately
• Repair or replacement costs may be deducted from the deposit
• If costs exceed the deposit, further recovery may be sought in line with Prum’s Terms & Conditions

Normal wear and tear is not considered damage.

9. Refund Processing

Approved refunds are processed to the original payment method.

Timeframes vary depending on:

• PayPal or Stripe
• Financial institutions

Most refunds are completed within 5–10 business days after approval.

10. Platform Fees

Platform service fees:

• Are clearly disclosed before checkout
• Are generally non-refundable once a hire has commenced
• Are refunded only where required under Australian Consumer Law

11. Disputes & Resolution

If renters and owners cannot resolve an issue directly:

• Contact Prum support via the booking
• Provide all relevant messages, photos, and details

Prum may review information provided to assist both parties, but does not replace legal rights or obligations under the ACL.

12. Relationship to Terms & Conditions

This policy forms part of Prum’s platform rules and should be read together with our Terms & Conditions.

If there is any inconsistency:

• Australian Consumer Law will always apply
• Statutory rights cannot be excluded or limited

13. Policy Updates

This policy may be updated from time to time.
Changes apply to future bookings only and will be published on this page.

14. Contact Us

For help with refunds, returns, or disputes:

• Visit your booking and select Help
• Or contact Prum support directly [email protected]