Question 1

How do I create a handi account?

Accepted Answer

Tap Sign up in the top-right. We'll ask for your email, a password, and a quick phone number check. Two more minutes to verify your government ID and you can rent or list straight away. Verification is one-and-done: you don't repeat it for every rental.

Question 2

What is ID verification, and why do you need it?

Accepted Answer

We verify every account with a UK passport, driving licence, or BRP before they can rent or list. It's how we keep the community safe, and how we make our £150 damage waiver possible. Your ID is checked by Onfido, our verification partner — never shared with other users.

Question 3

How do I list my first tool for rent?

Accepted Answer

From your dashboard, tap List a tool. You'll need 3 clear photos, a short description with brand and model, and your daily price and deposit amount. We suggest a price based on similar tools nearby. Listings go live in about 30 seconds.

Question 4

How does handi charge for a rental?

Accepted Answer

The owner sets the daily price. On top, we add a 15% service fee and a flat £2.50 booking fee per rental. For rentals under £10, the service fee is replaced by a flat £1.50. You only pay for the days you actually rent the tool. You can see the exact total before you tap Book — no surprises.

Question 5

Can I cancel a rental?

Accepted Answer

Cancel 48 or more hours before the pickup time and you receive a partial refund — the rental cost is returned but the platform fee and £2.50 booking fee are non-refundable. Cancel within 48 hours and the booking is non-refundable. If the owner cancels on you, you always get 100% back, plus a £5 credit for the inconvenience.

Question 6

How do I get paid out as a tool owner?

Accepted Answer

Your full listed price lands in your UK bank account within 48 hours of the rental completing via faster payments — usually within 2 hours. You receive exactly what you listed: no deductions, no handi fee. The service fee is charged to the renter on top of your price.

Question 7

What if a tool gets damaged during a rental?

Accepted Answer

Report damage through the app within 48 hours of the rental ending. Our team mediates between owner and renter, then verified accidental damage or theft is backed by handi Protect up to £150. Most issues resolve within 3–4 days. Owners pay no fees or deductions to use handi Protect. Renters remain fully liable for any verified damage up to the item's value.

Question 8

What's a deposit and when do I get it back?

Accepted Answer

Owners can set a refundable deposit (commonly £20–100 depending on the tool). We pre-authorise it on your card when the booking is accepted — it doesn't actually leave your account. Once the owner confirms a safe return, the hold is released. Funds typically reappear in 2 hours.

Question 9

How does pickup work?

Accepted Answer

Owners share their exact address once a booking is accepted. You agree on a time in chat, meet, and walk through the in-app handover checklist together. Both of you sign off on the tool's condition with timestamped photos.

Question 10

How do I reach customer support?

Accepted Answer

Three ways: In-app chat — tap Help in your dashboard. Email support@handitoolrental.com or raise a support ticket. Average first response is 47 minutes during UK working hours.

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