Open a dispute about an equipment hire.
Use this form to report an unresolved issue relating to a Prum equipment hire, including late returns, equipment that has not been returned, damage, missing accessories, cleaning concerns, bond deductions, payment issues or equipment that was not as described.
Try to resolve the issue directly first.
Equipment owners and renters should communicate through Prum and make a reasonable attempt to resolve the issue before opening a formal dispute.
Contact the other party
Clearly explain what happened and the outcome you are requesting.
Keep your evidence
Retain booking messages, photographs, videos, receipts, cleaning invoices and repair quotes.
Provide accurate details
Include the booking information and explain the events clearly, factually and in date order.
What can be reported?
This form can be used by an equipment owner or renter when there is an unresolved issue connected to a Prum booking.
Late return
Equipment was returned after the agreed booking period or has not yet been returned.
Cleaning concerns
Equipment was returned excessively dirty or contrary to the stated return conditions.
Damage or misuse
Equipment was returned damaged or may have been used outside its intended purpose.
Missing equipment
A tool, battery, charger, attachment, case or another included item was not returned.
Bond or payment issue
There is a disagreement about a security deposit, deduction, charge, refund or payout.
Equipment or listing issue
Equipment was faulty, unsafe, unavailable or significantly different from its listing.
Stop using equipment that may be unsafe.
If equipment develops a fault, becomes damaged or appears unsafe, stop using it immediately and contact the equipment owner.
Do not continue operating equipment that may create a risk to you, another person or property.
For urgent safety concerns:
- Stop using the equipment immediately
- Move away from any immediate danger where safe
- Contact emergency services if someone is in danger
- Contact the equipment owner as soon as possible
- Document the issue where it is safe to do so
Tell us what happened.
Complete the form with as much relevant information as possible. Required fields are marked with an asterisk.
"*" indicates required fields
How your dispute submission will be reviewed.
Submission received
Your form and uploaded evidence will be sent to Prum Support.
Information reviewed
Prum may review the booking, listing, messages and supporting evidence.
More details requested
Either party may be asked to provide additional information, photographs, receipts or other records.
Response provided
Prum may provide assistance or explain the next available steps.
Prum provides the marketplace platform.
Prum may assist users with reviewing a dispute, but Prum is not a party to the individual equipment hire agreement between an equipment owner and renter.
Equipment owners and renters remain responsible for their rights, obligations, individual hire terms and compliance with applicable laws.
Relevant policies and guides
Contact the Prum support team.
For assistance with your dispute, email [email protected] and include your booking number and equipment name.
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