FAQ's

Yes two forms of identification are required when placing your first order with us. One is to be a photographic identification of you personally (either a passport, drivers license or national identity card). The other is a proof of the billing address (either a utility bill issued within 3 months of the hire date, or an annual council tax bill). After setting this up for the first time order, it is not required for any subsequent orders made by the same customer.

Generally we do not require a security deposit. However if we do we will collect this seven days before the hire period (or asap if the order is placed within seven days of the hire period). We will phone you to take payment, or if preferred send you a payment link. Payment for this can be made with either a debit or credit card of your choosing. Whilst we hope that every customer will look after the hire equipment like it is your own, we sometimes a security deposit is to cover for any minor damages or lost accessories. Aside from that it also covers for the policy excess we have with our own insurance company should we be the subject of fraud. The security deposit can be refunded back to the original payment card providing the hire equipment has been returned to us and inspected to be without damage and in full working order.

Yes we require that all of our customers have their own ‘hired-in equipment’ insurance in place to cover equipment for the hire period (including the delivery day before and the day after your hire use) and for the current market value to replace if lost, stolen or damaged. If you do not have your own insurance to cover for this we recommend purchasing insurance (short-term or annual – there’s not much difference actually!) cover from ‘Performance Film & Media Insurance’ who’s policies start from £38 – https://www.performance-insurance.com/. Liability and care for our hire equipment during the actual hire period is with our customers and so having an insurance policy in place to cover for accidents, theft or continuing-hire charges gives you that peace of mind that you won’t be out of pocket if something goes wrong during the hire.

Booking orders can be placed online here on our website, however if you have any questions or need to ask advice please get in contact with us. Browse through the equipment we have on offer and check the booking calendar on the product page for availability and to select the required hire period date/s. Then add to ‘cart’ and proceed to ‘checkout’ – login to your account, or fill out the order details including delivery address. Upload your proof of insurance and then pay for the hire and shipping rates (the £250 security deposit is collected seven days before the hire period) so this may not be due at the time of ordered. Then you will receive a booking confirmation and a receipt via email as reference.

When selecting the ‘date of hire start’ and ‘date of hire end’ on the booking calendar, these are the date/s when you are going to be using the equipment for your project or work. It might be that you only require the hire equipment for one day and if this is the case please select the same singular date as both the start and end dates. Hire equipment will be provided to you one working day before your selected ‘date of hire start’, and it will be returnable one working day after the ‘date of hire end’. You will note that Sundays are never available to choose as your dates – this is because we are unable to have equipment delivered or available for collection on weekends. So if you would like equipment to be used on a Sunday please select Saturday as the ‘date of hire start’ – you will not be charged for the additional day of hire, instead in this instance you receive two days use for the price of one! (a weekend rate).

It may be possible. To find out please get in contact with us to ask. If another customer hasn’t booked the available dates for the same equipment we will be happy to help and amend the booking to cover for the extension desired. You will just need to pay for any additional hire fees for the booking amendment to be confirmed.

Yes you can cancel an order in writing seven working days before the Hire Period and there is no charge or fee for the cancellation. Any monies paid up to that point will be refunded back to the Customers payment card.  If the period of cancellation is less than seven working days before the Hire Period the customer will be charged accordingly and the amount deducted from the Equipment hire payment already made. Cancellation fees for 6-5 working days before is 50% of hire, 4-3 working days is 100% of hire. Cancellations should be confirmed via an email to us at the earliest opportunity so we have a chance of re-hiring to someone else.

Yes you can take our hire equipment abroad but please remember liability for the hire equipment is yours during the hire period. It is therefore recommended that your ‘hired-in equipment’ insurance covers for taking the equipment abroad. Our recommended insurance provider ‘Performance Film & Media Insurance’ who’s policies start from £38 include worldwide cover as standard – https://www.performance-insurance.com/.

You will be required to pay for the hire rates and shipping (if required) at time of ‘checkout’ and you can use either a debit or credit card (as available) at the time of placing the order. The payment card used, must be registered at the billing address noted at ‘checkout’. The refundable security deposit is also payable using a debit or credit card but it does not have to be the same payment card used for the initial booking payment.

If our hire equipment comes with any protective cases, accessories or additional parts they will be listed towards the top of each product page under the section ‘hire consists of’. Has standard all of our lenses come with a UV filter screwed onto the front lens for protection to dust, scratches and limited impact.

We want you to enjoy using your hired equipment but we ask that you please care for it like it is your own. This means handling it carefully, keeping it in its protective case/bag when not in use (especially during transit) and ensuring that it is safe from thieves during the hire period.

Although we do our best to ensure that equipment is checked and tested before each hire and protected from as well as it can be during delivery there may be a rare instance where equipment is damaged during transit, or fails during use. If this happens please let us know asap and we will do all that we can to help.

Whilst we do not provide the physical user manuals with our hires, the internet is your best source for finding online user manuals or guides of use. For example the Canon and Sony websites contain digital user manuals you can refer to or download for reference.

Please let us know which equipment you require if we do not currently stock it. We may not be able to help with this hire but we can review what is in demand and look to invest in new equipment going forward. Once you first arrive at our website we have set a popup box to appear asking what equipment you are looking to hire. This is so that we can continually review the demand of our customers and that our equipment stock meets that demand.

We hire out cameras suited to photography and videography, lens and lots of other accessories such as lighting, stabilisation devices and sound recording equipment.

All of our hire equipment is packaged into protective soft-cases/bags or hard-cases subject to the type of equipment. All our cameras and lenses are packaged within foamed and waterproof hard-cases, whereas our accessories are packed in a mix or either soft or hard-cases depending on what suits best. For Courier deliveries we also package our soft or hard-cases into cardboard boxes (with protective stuffing) to further protect our equipment cases and bags. 

We can deliver to most addresses within Great Britain (England, Scotland and Wales) but as we would usually send out hire equipment as next day deliveries from time to time there may be some delivery addresses which are not feasible for a next-day delivery (including any off-coast isles, islands and some remote locations in Scotland) and therefore we are unable to provide service. If your address is ‘off-coast’ or remote please get in contact with us to discuss any options available.

We prefer to deliver equipment to the address at which your card is registered. However, as proof of delivery is required in the form of a signature or photo evidence, we appreciate that this isn’t always the most convenient option for everyone.  So we can deliver to a different address e.g. a workplace, if you specify this as your delivery address during ‘checkout’. Please note the person receiving the equipment at any address must be the account holder with us.

We use the delivery services of DPD, UPS, FedEx, Parcelforce and Royal Mail Special Delivery. We regard these as premium delivery service providers. Where selected during ‘checkout’ for delivery/ return we will usually organise this with the same delivery service provider.

If you need to request a specifically timed delivery such as by 9am, by 10:30am, by 12pm, by 1pm please let us know by adding as a ‘delivery note’ during ‘checkout’. We will need to take a supplementary payment from you to cover for this and will collect over the phone. 

All of the delivery services we use provide tracking information and this will be provided to you via email or text message once delivery has been organised and actioned.

At the end of a Hire Period, and once the Equipment has been inspected by the Company and found to be without damage and in full working order, the security deposit will be refunded back to the original payment account used. It typically takes two to seven working days to process a refund. Once the refund is processed and sent to your customer’s card issuing bank, it can take another two to seven working days (depending on the bank’s processing speeds) for the refund to post to the customer’s account. In total it can take up 9-14 working days after returning of the equipment to us to receive a security deposit refund.

We do not as standard deliver on a weekend as our office is closed over weekends and we cannot oversee any issues which could arise from delivery. If this is something you require to be able to book with us please get in contact we will see if we can accommodate. Please note Saturday deliveries will incur a surcharge, which is from the courier/ delivery service providers.

If you are out when a delivery is attempted a ‘sorry we missed you card’ will be left where possible with instructions for a redelivery or collection option if you’d prefer. In this case it is your responsibility to use those instructions to organise redelivery or a collection from a depot or local drop-off shop. If there are any difficulties doing this please get in contact with us and we will do our best to help provide a solution.

Please let us know if this is the case at your earliest opportunity as we may have other customers bookings for the same equipment. If equipment is returned to us late (for example a day later than required) we will need to charge for additional daily rates for that equipment.

There are two choices for getting the hire equipment into your hands (selectable during ‘checkout’) – either a ‘courier delivery’ service organised by us to your designated delivery address, or you as the customer are able to collect the equipment from us at our home office.

There are three choices for returning the equipment to us (selectable during ‘checkout’), either a ‘courier return’ service organised by us from your designated delivery address, or you as the customer (or a person you delegate it to) can return the equipment back to us at our home office, or lastly you can organise for your own return delivery service which has to be a next-day and signed for delivery service (and insured to cover equipment at the market value).

All equipment should be repacked for return in the same way as it was delivered to you to ensure maximum protection whilst in transit. If you collect the equipment from us in person and it is not provided within a cardboard box at this time, it is your responsibility to source and place equipment inside a rigid box amongst protective stuffing to ensure minimal movement and further protection for our equipment case/s or bag/s. If the equipment is being returned via our ‘courier return’ service please affix the returns label to the top of the package ready for the courier to collect. 

If damage occurs during the hire period please let us know asap and do not attempt to repair the equipment yourself. If you need a replacement to finish your project we will do our best to send out the same or similar. All that we ask to be able to do this is that you cover for the additional delivery and/or return cost. Once the equipment has been returned to us we will inspect and get the equipment repaired accordingly. We will then invoice you for the cost of repair and payment is due immediately. As you will have your own ‘hired-in equipment’ insurance in place before hiring from us, you will then be able to claim the reimbursement from your insurer should you wish to.

If you lose the hire equipment or if it has been stolen please let us know asap. If equipment has been stolen please contact the police in the first instance to report the crime and take note of the crime reference number. We will need to invoice you for the cost of replacement and you can then claim for reimbursement from your own insurance policy provider (a customer must have an existing insurance policy covering for ‘hired-in equipment’ before being able to place an order with us.)

If you lose an accessory or component of the hired equipment please let us know asap. We will organise for a replacement and payment towards this will be subtracted from your security deposit (£250). The cost of the replacement is more than £250 we will have to invoice you for it and payment will be due immediately. You may also be liable to pay us for continuing hire charges for any booked in hire orders with other customers we may not longer be able to fulfil. Please ensure that your insurance policy for ‘hired-in equipment’ covers for ‘continuing hire charges’ so that you can submit a claim to your insurance provider for reimbursement should this occur. 

During the hire period (which is from when you have the equipment in your care through to when you have returned the equipment, or had it collected by our own courier return) care and liability for it is yours. We ask that you treat our equipment carefully, like it is your own and keep it safe from thieves. It is recommended that you keep equipment with you at all times, have it inside the protective bag or case when not in use and no store in a vehicle unless for a short time and it is hidden from view in a locked car boot (or carriage area of a van).This way you are minimising the risk of damage or theft as well as you can.

We do not offer our own insurance for but we do require you to have your own insurance in place for the hire period to cover for ‘hired-in equipment’ and for a monetary amount to cover for cost to replace the equipment with the same or newer similar model. For those of you who do not have insurance already in place, we recommend acquiring an insurance policy from ‘Performance Film & Media Insurance’  – https://www.performance-insurance.com/. They provide insurance covering for damage and theft (not for loss) as well as any ‘continuing hire charges’ which might follow from us after equipment damage, loss or theft. This provides you some peace of mind should they worst happen with regards to claiming for reimbursement.

If the hire equipment is damaged, loss or stolen during the hire period (and if we have collected a security deposit already collected from you) we may use the security deposits towards the cost to repair or replace equipment. If the cost to repair or replace is more than £250 we will invoice you for immediate payment for any additional amount required.