Help! My Thing is broken

It's always best to get in touch with us ASAP so we can troubleshoot before you return, as we can’t help with a problem we don’t know about!

What happens if a Thing breaks during my borrow?

Unfortunately our Things sometimes do misbehave - it's just part and parcel of being borrowed by lots of people. We try to offset this as much as possible by providing the best possible quality Things we can get our hands on, and having a Thing Technician for each location who cleans, maintains and fixes Things between every few borrows.

We'll do our very best to help you and we know that it's frustrating but ask for your patience and co-operation. The earlier you tell us about a problem, the more we can help you.

Our objective is fear-free borrowing. We know damages happen, and that 99% of the time these aren’t intentional. We simply ask that borrowers are honest about what’s happened.

If something breaks or stops working, follow these simple steps:

• Check the How-to-Use Guide for your Thing - these can be found on our website under the details for the Thing that you have borrowed, via the QR code on the Thing's label, or linked in your confirmation email.
• Contact our Support team - take a look at the Contact page on our website for our Support email address.

Handling compensation for a broken Thing

Once you've reported a Thing isn't working and ruled out any troubleshooting with our Support team, we'll create a request for a Thing Technician to confirm the issue during their next shift.

As soon as a Thing Technician has confirmed that a Thing is broken, we'll be able to issue you a refund. If it turns out the Thing isn't broken but wasn't working due to user error, we're not obligated to refund the borrow, but we can credit your account so you can rebook and try again.

If a Thing Technician isn't able to confirm the issue within seven days of the report, then we'll refund you for the reservation.