Hiring plant to homeowners and DIY customers

Why homeowners are different

Homeowners hire small plant for driveways, gardens, ponds and extensions. They book online, pay by card, compare prices and leave reviews. They also have stronger legal protection than business customers and often less experience operating machines.

Consumer law basics

• The Consumer Rights Act 2015 covers hire of goods and services to consumers: goods must be of satisfactory quality, fit for purpose and as described.
• Terms must be fair and transparent; unfair terms aren't binding on consumers.
• You can't exclude liability for death or injury caused by negligence.
• Prices must be clear, including VAT and delivery.

Cancellation

Contracts made at a distance (online or by phone) or away from your premises generally give consumers a 14-day right to cancel under the Consumer Contracts Regulations, with some exceptions. If the hire starts within that period, the customer may need to request it and may have to pay for what they've used. You must give clear cancellation information before the booking. Take advice on how this applies to your bookings and wording.

ID, payment and deposits

• Photo ID and proof of address matching the delivery address.
• Card payment upfront for the hire and delivery.
• A refundable damage deposit or pre-authorisation; see card payments.
• Deliver only to the customer's own address, not a lay-by or other site.
• Be alert to fraud signs; see theft prevention.

Competence and safety

• Ask about experience at booking.
• Give a thorough familiarisation.
• Advise on underground services, slopes and safe distances from walls and excavations.
• Offer operated hire or a smaller machine where appropriate.
• Refuse to hand over if it's clearly unsafe.

Consumer terms

• Plain English, short.
• Hire period, charges, deposit and when it's refunded.
• What the customer is responsible for, fairly stated.
• Cancellation information.
• How to report a breakdown or problem.

See hire terms for the business side.