Review policy

Who can review

Only a customer who rented an item can review it: once the equipment is back with us, for up to 180 days after the return, one review for each item on a rental. Our staff never review our equipment or service.

What we publish, and how fast

We publish every review about the equipment or our service, good or bad, within 7 days of receiving it. A published review shows its rating, the reviewer's words, the date and the name they chose: their first name and last initial, or 'A verified customer'. Reviews are shown newest first, and we never hide, reorder or edit them because of their rating.

Item pages show the average rating and how many reviews it comes from, counting every published rating.

When we publish only the rating

If a review's words include personal or health details, a medical claim, a phone number, email or link, or offensive language, or aren't about the equipment or our service, we publish the rating without the words and tell the reviewer why. They can send new words once. The rating itself is never changed or held back.

We reject a review only if it isn't genuine: spam, not about the reviewer's own rental, or written by our staff. We tell the reviewer when we do.

No paid reviews

We don't pay or reward anyone for a review, and we never ask only happy customers. If we ever offer something for reviews, every review given for it is labelled 'Received a benefit for this review', with what it was.

Withdrawing your review

You can withdraw your review at any time from My rentals. Its words and your name are removed at once, and its rating no longer counts. Words we didn't publish are deleted 30 days after our decision.

Questions and complaints

If you think a review was handled unfairly, raise a complaint: we acknowledge it within 48 hours and resolve it within a month. This policy follows the Bureau of Indian Standards' standard for online consumer reviews (IS 19000:2022).

• Raise a complaint
• Complaints and grievances