Frequently asked questions Expand all

General

• How does Open Shed work?

  Open Shed is part of a growing movement in Australia called collaborative consumption. You can use Open Shed to rent all kinds of nifty stuff to and from other people in your local community.

  Check out our How it works page to get the low down!

• What kind of things will I find on Open Shed?

  Open Shed is powered by the collections, cupboards and shed of people just like you from all around Australia and as such, what you will find is what people choose to put on the site. We've had everything from dress-up costumes to belt sanders, books to baby furniture and more. Our categories start at Appliances through to Musical Instruments and onto stuff for your Vehicle, so you never know what you may find.

  To get an idea of the kinds of things other people have listed, check out the listings.

• Is it safe to use Open Shed?

  We've designed Open Shed to make it as safe as possible for you to share your items with the rest of the Open Shed community. You can get an idea about someone through reading their profile, access feedback on their previous rentals and send messages privately to get to know individual members better. You are always in control, so if you don't feel comfortable sharing your stuff with someone or meeting them for any reason you don't have to.

  To find out more about how we make Open Shed safe, check our Trust and Safety page.

• Is Open Shed in my area?

  The beauty of Open Shed is it is an online portal listing what people want to share with others, so you don't have to travel to a shop or warehouse to rent anything. The more people we have sharing on Open Shed, the more fun and useful it will be for everybody!

  The easiest way to find out if there is stuff in your area is to search.

• What if there isn't anything in my area?

  As our "stock" is determined by our members, sometimes you might not find what you are looking for the first time around, however you can list what you want and see if someone in our community can help. It can also be a case of needing one or two people to lead by example and be "brave" enough to list a few items, so don't be afraid to start the ball rolling yourself!

• What is the Item hire contract?

  The Item Hire Contract is contract between two members of the Open Shed community who want to share an item. Think of it as the agreement both people enter into once the Booking Code has been verified and the item has been exchanged.

  To find out the nitty gritty on the Item Hire Contract, click here.

• How much does it cost to register?

  Registering on Open Shed is FREE!

• Do I need to be registered to list or rent an item?

  You can browse and search Open Shed without being registered, however in order to keep your Open Shed experience a positive one, we do need to know a little bit about you when you want to list or rent an item. When you decide to do your first ever rental, you will be prompted to register properly by giving your name, a working email and PayPal account as a minimum.

• What information should I provide about me?

  On Open Shed, you can provide as little or as much personal info as you like. It is really up to you. To create your Open Shed account, we need your full name and email address as a minimum. A lot of members choose to add extra details via their Personal Profile. Here you can include a photo, a little bit about you and things like your eBay feedback profile, blog or Twitter handle. Sharing this kind of info on your profile helps others build confidence in you, especially when you are new. It also helps make new connections in the Open Shed community too!

  To check out Lisa's profile and get some ideas on what to include, click here.

• What information about me is publicly visible?

  What you choose to put in your Personal Profile is visible to anyone browsing Open Shed. It also includes your display name, the date you joined, any rental feedback you have and any items you have listed for rent.

• I have forgotten my password. What do I do?

  I am afraid the only way to get your password back on Open Shed is to send a freshly baked batch of apple muffins to...

  Actually, click here and follow the prompts. We'll have you back online in a jiffy!

• I've decided to cancel my account. What do I do?

  We'll be honest and admit we're sad to see you go! The process is pretty simple. Just make sure you are not involved in any active rentals and click here.

  If there is any feedback you wish to share before you go, or as to why you have chosen to leave please feel free to contact@openshed.com.au – we are new, learning and every bit of feedback counts, so if we can improve your experience, we would love to hear from you!

• What policies and guidelines does Open Shed have?

  Open Shed has Terms & Conditions, which sets the parameters for your use of Open Shed and includes the Item Hire Contract. To protect our member's privacy, Open Shed also has a Privacy Policy. As a member of Open Shed, you do need to make sure you are fully informed of your obligations and how things work before signing up, so please take some time to check these out!

• How can I contact Open Shed?

  You can catch the Open Shed gang on email at contact@openshed.com.au or you can give us a call between 9am to 6pm AEST, 7 days on 1300 953 534 or pop by Facebook or Twitter and say g'day!

  Whether you need help, advice or you have an idea for us, feel free to make yourself known!

My settings

• Why do I need to provide my address?

  Your street and suburb is used to calculate what is in your local area when you search. It also allows other people to find your listings in their local searches. However we never share your full address with anyone.

• Why do I need to fill in my profile in order to rent an item?

  It all comes down to trust and safety, baby! In order to make everyone's experience on Open Shed a positive one, you need to supply some details like a working and verified email and PayPal account before you can proceed with a rental. At this time, you may also be prompted to fill in more profile details, include a photo and so on. Whilst this isn't compulsory, having some info about yourself will help others get to know you and trust you easier.

• Why do you use PayPal?

  Open Shed is only new, so we needed to choose a payment option that would keep fees as low as possible whilst also giving everyone the chance to pay the way that works for them. PayPal is one of the world's most safe, secure and respected payment gateways. Therefore we chose PayPal because of the security, reasonable fees and because they offer people the option to use cash or credit to top up their account.

• What information should I provide about me?

  On Open Shed, you can provide as little or as much personal info as you like. It is really up to you. To create your Open Shed account, we need your full name and email address as a minimum. A lot of members choose to add extra details via their Personal Profile. Here you can include a photo, a little bit about you and things like your eBay feedback profile, blog or Twitter handle. Sharing this kind of info on your profile helps others build confidence in you, especially when you are new. It also helps make new connections in the Open Shed community too!

  To check out Lisa's profile and get some ideas on what to include, click here.

• What information about me is publicly visible?

  What you choose to put in your Personal Profile is visible to anyone browsing Open Shed. It also includes your display name, the date you joined, any rental feedback you have and any items you have listed for rent.

Safety

• I just put my email and/or phone number in my profile and you got rid of it. What gives?

  Open Shed is about providing you with a sharing experience that is super safe. As such, we do not allow people to broadcast their phone number or email address in public forums. The reasons behind this are:

  • Internet Spam - we all get emails and the odd text from Nigerian Princes, Viagra and Louis Vuotton hand bag sellers. We don't want to encourage that problem by having your personal info on our site as a source
  • General safety - for your own privacy and protection, you should never give your personal details such as phone, email or physical address out, especially if you don't have a way of knowing who gets hold of it
  • We can't help you - if someone uses your personal details to harass you, if you bypass our safety features what we can do to help you out is very, very limited

  Safety first people!

  To make sure your journey on Open Shed is as safe as it possibly can be, we want all our members to follow the Open Shed tips on Putting Safety First!

  • Exchange messages and get to know someone before you share an item
  • Don't share your personal information such as phone number, email or home address in public places such as your profile, your rental listings or wanted listings
  • Try to meet in a public place if you are meeting for the first time and tell someone where you are going
  • Make note of any registration numbers of your items and/or distinguishing features
  • Check your Home and Contents Insurance Policy with your insurance company to make sure you are covered in peer to peer rental situations

  • Don't be tempted to bypass Open Shed - we are able to track who you rent your items to through PayPal, secure your bonds and have contact information for the other members. If you choose to bypass Open Shed, we have no proof of your rental, no way of getting the bond back for you and very little information we can give the Police should your item go missing or something go wrong!

    The key to making Open Shed as worthwhile and as enjoyable as possible is to use it the way it was intended

• Why are you guys so cautious about safety?

  The honest answer to this question is we want everyone to enjoy their journey on Open Shed as much as possible. We would hate to hear anyone was hurt, put in danger or had their stuff stolen as a result of using our service. So we make sure we keep you as safe as possible to minimise the risk of anything bad happening and in the event something does slip through, we can work with the Police and help give them what they need to pursue justice for you. We believe in our product and care about our members - so safety is something we take seriously.

Posting a rental listing

• What kinds of things can you share on Open Shed?

  Open Shed is run by people power so you never know what you might find! You can find tools for DIY projects, fitness and sporting equipment, travel and holiday items, books, dress up and party equipment, technology of all kinds and stuff for big and little kids alike.

  Basically anything lying idle in your shed, spare room, storage cage…why don't you check out our blog for inspiration? Or browse the site and see what other members have listed.

• What should I include in my item's description?

  The description of your item together with any pictures you include will be what attracts someone to what you have on offer. Think about it from the potential renter's point of view and you can't go wrong! Including things like a general description of your item, any relevant specifications, what kind of condition the item is in and a little bit about how you use it or the things it helps you do all come together to help your potential renter get a sense of what your item is like.

  To get more advice on how to make a listing shine, check out this blog post by Open Shed member, Bek L.

• I only want to rent my item a week at a time. What do I do?

  Open Shed doesn't have a feature that stops people from asking to rent your item for a day or two. However, if you prefer to rent your item for longer time periods, there are a couple of things you can do to encourage longer rentals.

  • Be upfront about it and use the description to state you prefer longer rentals.
  • Offer better value weekly rental prices to encourage longer rentals.
  • Use the Private Message Feature to explain your preference to any potential renter right from the beginning.

  Never forget, you are in complete control, so you do not need to accept a rental that doesn't work for you. By being clear on works for you the best, other community members can work with you to work out something that works for both of you.

• Do I need to ask for a Bond?

  You don't have to ask for a bond, but for your own peace of mind, it's best if you do.

  The balancing act to keep in mind is you need to set a value which is fair in terms of the value of your item that doesn't deter potential renters by being too high. So aim to look after what you own without scaring people away with big bonds and rental prices and you should be fine.

  If you want any advice on what may be an appropriate bond or rental price, feel free to contact customer service via contact@openshed.com.au or give us a call on 1300 953 534.

• What do I need to keep in mind when setting my bond?

  The bond isn't the be all and end all of protection - your biggest protection is actually the Item Hire Contract. Therefore, the smart thing to do is consider the bond a convenient way to cover the cost of repairing smaller more likely damage, and the Item Hire Contract as a way to protect against cases where the item is lost or damaged extensively.

  The bond is there to provide peace of mind and cover the bumps and scrapes along the way and what you charge for it should reflect this in order to look fair in the eyes of other members.

• Why do you use PayPal?

  Open Shed is only new, so we needed to choose a payment option that would keep fees as low as possible whilst also giving everyone the chance to pay the way that works for them. PayPal is one of the world's most safe, secure and respected payment gateways. Therefore we chose PayPal because of the security, reasonable fees and because they offer people the option to use cash or credit to top up their account.

• How are the owner's paypal fees calculated?

  Unfortunately, the fee structure can get a bit complex as PayPal fees are charged both when transferring the rental fee from the renters account to Open Shed, and then again when transferring the rental fee from the Open Shed to the owner's PayPal account. The fee breakdown for each leg is:

  • From the Renter to Open Shed - 2.4% + fixed $0.30
  • From Open Shed to the Owner - 2% capped at $1.25

  Given the math, a few examples might be better:

  • If the rental fee was $5, the PayPal fee would be $0.50
  • If the rental fee was $20, the PayPal fee would be $1.16
  • If the rental fee was $100, the PayPal fee would be $3.95
• Can I choose who I rent to?

  Yes you certainly may! If at any time you don't wish to go ahead with a rental for any reason, you don't have to. If you have received a Rental Request you do not wish to fulfil, all you need to do is decline it. You are always in control of who you share items with on Open Shed.

• Is there anything I can do to spread the word about my rental listing?

  Yes! We've added Facebook and Twitter buttons so you can share your Wanted Listing or any items you want to rent out with your friends and followers. You can also make a nifty little flyer (from your profile page) to do a leaflet drop around your home and workplace areas.

• Is it safe to use Open Shed?

  We've designed Open Shed to make it as safe as possible for you to share your items with the rest of the Open Shed community. You can get an idea about someone through reading their profile, access feedback on their previous rentals and send messages privately to get to know individual members better. You are always in control, so if you don't feel comfortable sharing your stuff with someone or meeting them for any reason you don't have to.

  To find out more about how we make Open Shed safe, check our Trust and Safety page.

Posting a wanted listing

• How do wanted listings work?

  So you're cruising through the listings and you can't find exactly what you are looking for, or it's there but it is too far away. Don't despair - you can create a Wanted Listing. A Wanted Listing is a small description of something you would like to rent but have not been able to find. Other member's can see it and cry "Eureka! The Saints be praised I have exactly what you are looking for!*" and offer it to you.

  * Actual member excitement may not be as heightened as suggested here (But it might be!).

• What should I include in my Wanted Listing?

  The most successful Wanted Listings usually describe what you are looking for, an idea of why it's wanted and when it's wanted by. That way someone can see your Wanted Listing, check they have indeed got the right item for you and are free in time to meet you and hand it over. After the owner has listed and suggested their item you can follow the process through just like you would a normal rental on Open Shed.

• How do other member's find out about my Wanted Listing?

  When you create a Wanted Listing the Open Shed platform will send out a little email to anyone within a 10km radius of the location listed in your profile to see if they can help. Also, Wanted Listings are visible on the site for all members when they search AND we use the official Open Shed Facebook and Twitter to broadcast out what you want to increase your chances of finding the item you are looking for.

• Is there anything I can do to spread the word about my wanted listing?

  Yes! We've added Facebook and Twitter buttons so you can share your Wanted Listing or any items you want to rent out with your friends and followers. It's a great idea to promote your Wanted through these channels more than once too as the more you promote it, the more chance you have someone will see your Wanted listing.

• Is it safe to use Open Shed?

  We've designed Open Shed to make it as safe as possible for you to share your items with the rest of the Open Shed community. You can get an idea about someone through reading their profile, access feedback on their previous rentals and send messages privately to get to know individual members better. You are always in control, so if you don't feel comfortable sharing your stuff with someone or meeting them for any reason you don't have to.

  To find out more about how we make Open Shed safe, check our Trust and Safety page.

Viewing a rental listing

• What is the "Ask a question" feature for?

  We all have questions at times that might not be covered by what's in front of us, which is why we have the a conversation feature. This allows you to have a private conversation with another member to clear up what you want to know about an item and is a way to get to know the other people on Open Shed before you meet and share items safely. You can converse as much as you need without ever exchanging personal details and really to get know what you need to know about a person or their item.

• Is Open Shed in my area?

  The beauty of Open Shed is it is an online portal listing what people want to share with others, so you don't have to travel to a shop or warehouse to rent anything. The more people we have sharing on Open Shed, the more fun and useful it will be for everybody!

  The easiest way to find out if there is stuff in your area is to search.

• What if I need a rental item quickly?

  So you're the intrepid kind that likes to fly by the seat of their pants, hey? You can make a rental on the day or within a couple of days of when you need the item. Just remember little fleet footer, some people don't check their email every day so it is in your best interest to allow a bit of time for the person to get back to you where you can. You might also consider using the "Ask a Question" feature to see how quickly you can get your hands on an item with a couple of members if you have a few choices.

• How far in advance can I make a Rental Request?

  In this fast paced world, we know that some people like to plan ahead. If you want to plan your rental in advance, we recommend using the "Ask a Question" feature to let the other member know you are interested in their item and ask if it is available during the period you had in mind. Once you get closer to the timeframe, send through your rental request and your on your way.

• When is the rental fee removed from my account?

  Not until you meet the owner to pickup the item. This is an important safety feature of Open Shed that means you get to see the item before making a final decision to proceed. Also the owner has the peace of mind that the pickup has been recorded by Open Shed. Until that point, we just require a payment authorisation when you place the booking so we can make sure everything is streamlined during pickup.

• Is it safe to use Open Shed?

  We've designed Open Shed to make it as safe as possible for you to share your items with the rest of the Open Shed community. You can get an idea about someone through reading their profile, access feedback on their previous rentals and send messages privately to get to know individual members better. You are always in control, so if you don't feel comfortable sharing your stuff with someone or meeting them for any reason you don't have to.

  To find out more about how we make Open Shed safe, check our Trust and Safety page.

Viewing a wanted listing

• I have what they want - what do I do next?

  If you have already listed a suitable item on Open Shed, you simply choose your item in the "Suggest my item" section on the Wanted Listing. Just follow the prompts from there and you'll be connecting up in no time!

• I haven't listed it yet but I have what they want - what now?

  If you haven't listed the item in question yet, you can choose to "List an item". Here you can create a new listing just like you normally would, with one exception. After you have listed your item, simply pop back to Wanted request in question and suggest your item!

• What is the "Ask a question" feature for?

  We all have questions at times that might not be covered by what's in front of us, which is why we have the a conversation feature. This allows you to have a private conversation with another member to clear up what you want to know about an item and is a way to get to know the other people on Open Shed before you meet and share items safely. You can converse as much as you need without ever exchanging personal details and really to get know what you need to know about a person or their item.

• Is it safe to use Open Shed?

  We've designed Open Shed to make it as safe as possible for you to share your items with the rest of the Open Shed community. You can get an idea about someone through reading their profile, access feedback on their previous rentals and send messages privately to get to know individual members better. You are always in control, so if you don't feel comfortable sharing your stuff with someone or meeting them for any reason you don't have to.

  To find out more about how we make Open Shed safe, check our Trust and Safety page.

Viewing someones profile

• Why do some members have feedback and some don't

  Just like when you use eBay for the first time, a newbie to Open Shed won't have any feedback until they have done their first rental. It is still OK to rent from people who don't have feedback yet - remember, everyone has to start somewhere! If you are a wee bit nervous about their lack of feedback, perhaps "Ask a Question" and see if you can ask a few questions, view their eBay profile and get to know them better first!

Sharing with friends

• Why would I want to rent from my Facebook friends?

  Ever had that moment where you've lent out a book and cannot remember who it was to? Or talked about that snazzy new curling iron you bought to do your hair for a special event only to find a friend has one just like it and would have been happy to lend it to you? Moments like these happen all the time! So we have created a Facebook feature so you can track those things you lend out and discover the cool things your friends would love to share with you easily!

During a conversation

• What information can the other person see about me?

  Community and trust is built by having a chat with someone and getting a sense of who they are. This is why we suggest member's who may not have met yet have a good old fashioned online chinwag before going ahead with sharing an item.

  This too is on your own terms. You can choose who you chat to and the only info they can access about you is what you feel comfortable with sharing - your Public Profile and what you say in your conversation. Ah... if only dinner parties were as simple!

• What should I include in my message?

  Great conversation starters on Open Shed include admiring someone's item, asking them a little bit more about an item that has caught your attention, asking them what they use an item for or even dropping them a line if you find you share the same passion, hobbies and interests. The conversation feature is ultimately there to help you get to know other member's for peace of mind prior to renting and to find other people who dig collaborative consumption as much as you do - so be friendly, keep it relevant and ask what you want to know!

• Why haven't they responded?

  Sometimes people are a little bit busier than we would like - or have even gone on holidays and forgotten to reflect that in their Open Shed profile. Sometimes the other member might not be able to help you and is too busy to let you know. Whatever the reason, don't take it to heart. Just be patient and/or try someone else!

• Are the Conversations private?

  Yes. When you "Ask a Question" or share a conversation with someone on Open Shed, you and the other person are the only members that can see what is said. This is a private messaging feature, so it isn't shown to other members. This doesn't mean you should send naughty business, it just means you don't have to feel like all eyes are on your questions and comments!

• The Renter wants to pay in cash, what should I do?

  We understand in some circumstances it may look like a much simpler option to pay cash for a rental. However, by doing so you are choosing to bypass all the safety features Open Shed has in place that allow us to track your item properly and protect it against damage or loss. By using PayPal as our chosen payment method, our service verifies the person you are dealing with has a working email account, a way to pay for the rental and gives you access to a bond. Open Shed also acts as proof you have shared your item and as a reminder of when the rental period is up. If you accept cash, we have no record of the rental and no way to chase up your item or any means of leaving feedback on the rental itself. So please, for your own safety and peace of mind, always use PayPal for your rental transactions on Open Shed.

• Why can't I send my email or phone number in the Conversation feature?
  The service isn't inhabited by gremlins and your personal information is not disappearing to the Planet of the Left Sock, we promise! For your safety and security, Open Shed won't allow you to share a phone number or email address until a Rental Request is submitted. The reason is very simple - if a request has been sent, we know the member requesting the rental has pre-authorised funds through PayPal. That way if something happens to you or your stuff, we are in a better position to help.
• Why is it OK to send personal info once a rental has been requested?

  If you receive a rental request on Open Shed you know the member requesting the rental must have pre-authorised funds through PayPal. This means that we can keep out Nigerian Princes, kids having a lark and people who are not on Open Shed for the right reasons to a minimum - and stop them from having your personal details. Think of it as your personal safety net!

While requesting a rental

• When is the rental fee removed from my account?

  Not until you meet the owner to pickup the item. This is an important safety feature of Open Shed that means you get to see the item before making a final decision to proceed. Also the owner has the peace of mind that the pickup has been recorded by Open Shed. Until that point, we just require a payment authorisation when you place the booking so we can make sure everything is streamlined during pickup.

• Is the bond removed from my account if there is no claim?

  If you want to do a short term/standard rental (by this we mean a rental where the return date is less than 25 days from the booking date) we only need to remove any bond money if there is a claim made by the owner at the end of the rental period. However, for any "long term rentals" (by this we mean rentals where the return date is longer then 25 days from the booking date) Open Shed take the bond amount in full at the beginning of the rental period. This is partly to add extra peace of mind for the owner of the item during a long rental period, and partly as we cannot authorise the holding of a bond for longer than 25 days under our current arrangement with PayPal. Don't worry, as long as the item is returned in good condition, the bond will be refunded back to your PayPal account within 3 days of the end of the rental.

• Why do I need to authorise funds before sending a Rental Request?

  It's all about streamlining and confidence, baby! PayPal authorisation means you are the real deal and are willing to release the funds for the rental and service fees. It also means you are letting the owner know you agree to the bond amount as well. It gives the person who owns the item confidence because they know you own a working PayPal account and are serious about renting their item and it helps Open Shed transfer the rental fees to the owner's account as soon as the Booking Code is exchanged.

• How do I know if my Rental Request has been accepted?

  A small leprechaun called Gareth will jump through the window and announce it with a big brass band. OR if your home isn't that leprechaun friendly, the Open Shed team will send you an email letting you know the Rental Request has been accepted together with any pick-up instructions.

• Why does Open Shed charge a service fee?

  Open Shed charges a small service fee on each rental through our site in order to cover our costs.

  Our service fee is 6% of the rental fee OR $1 - whichever is higher.

  By running Open Shed as a business, we have the chance to cover our costs to keep things running as well as expand our ability to provide more services as we grow. We are here for the long run, so want to be able to pay for ourselves so we can continue to provide you with what you need.

• Is it safe to use Open Shed?

  We've designed Open Shed to make it as safe as possible for you to share your items with the rest of the Open Shed community. You can get an idea about someone through reading their profile, access feedback on their previous rentals and send messages privately to get to know individual members better. You are always in control, so if you don't feel comfortable sharing your stuff with someone or meeting them for any reason you don't have to.

  To find out more about how we make Open Shed safe, check our Trust and Safety page.

After a rental is requested

• Someone wants to rent my item. What do I need to do?

  Exciting isn't it? Trust us, it never gets old thinking about what wonderful adventure your stuff is about to go on! Here is a little rundown of what will happen - you need to respond to the rental request, set up a time to meet up and exchange the item and enter the booking code to seal the deal.

• How / when do I arrange pickup of my item?

  This is something you need to work out with the other person. We recommend using the conversation area to work out the finer details and with first meetings, it's a good idea to choose neutral ground in public so you feel as safe and in control as possible.

• When do I receive payment for my item?

  Once you have exchanged the Booking Code and it has been entered into Open Shed, your payment will appear in your PayPal account minus the PayPal fee.

• I need to cancel my Rental Request

  We're sorry to hear that! You can cancel your rental on Open Shed right up to rental day by sending a Private Message. The best thing to do is get in touch with the other person as soon as things change to let them know. Not only is this polite, they will have the option to leave feedback about you and knowing why will obviously influence what they say. From Open Shed's point of view, the rental request will time out after two days so you do not need to take any physical action beyond letting the other person know. No fees will be charged.

• Is it safe to use Open Shed?

  We've designed Open Shed to make it as safe as possible for you to share your items with the rest of the Open Shed community. You can get an idea about someone through reading their profile, access feedback on their previous rentals and send messages privately to get to know individual members better. You are always in control, so if you don't feel comfortable sharing your stuff with someone or meeting them for any reason you don't have to.

  To find out more about how we make Open Shed safe, check our Trust and Safety page.

After a request is accepted

• The Renter has given me a Booking Code. What do I do with it?

  Well 007, you have just received the Open Shed equivalent of a handshake approving of your rental mission!

  Your next step is to enter that code on the Rental Request Page on the Open Shed site in the box labelled "Booking code". Our system will then verify it is the right code, let you know the code is legit and start the first step of the payment process.

  Tip: Always wait for the code to be verified before you hand over the item.

• Can I enter the booking code on my Smartphone?

  Totally! You can access a special mobile version of the Open Shed website via m.openshed.com.au – just pop that address into your mobile's internet browser and you'll be connected up in no time!

• I need to cancel the rental booking. What do I do?

  We're sorry to hear that! You can cancel your rental on Open Shed right up to rental day. The best thing to do is get in touch with the other person as soon as things change to let them know via the conversation feature. Not only is this polite, they will have the option to leave feedback about you and knowing why will obviously influence what they say. From Open Shed's point of view, the rental request will time out after two days. No fees will be charged.

• What do I do with the booking code you gave me?

  Well renter rockstar - this is your ticket to rental happiness! Make sure you take the Booking Code along with you when you meet to exchange the item. If you are happy with the person and their item, you give the owner the Booking Code. They then need to enter that code into Open Shed via the website as a way of saying they too agree with renting their item to you. Once that is done, you can share the item.

• What if the Renter does not pick up the item?

  Bit naughty of them, isn't it? First of all though, give them the benefit of the doubt. Something might have happened, so it's a good idea to drop them a message through the conversation feature. See what they say and try to reschedule. If you don't get a response, or the response you get is not a positive one, you don't have to go ahead with the rental. As no Booking Code has been exchanged, Open Shed will not continue with the rental anyway. You will get the chance to leave feedback about that member too.

  In these circumstances please work together to make the communication as clear as possible. Be reasonable with your expectations too. If you think you might have confused each other or forgotten something, be gentle.

• We have not arranged pickup of the item yet. What do I do?

  Sorting out how to pick up the item is very simple. If you don't already have an email or phone number, you can use the "Conversation" feature. Simply go to the item you are renting on Open Shed and press the "Continue conversation" button. As you have a live Rental Request, you will be able to exchange personal details and sort out the pickup. Neat!

After item has been received

• My item has not been returned. What can I do?

  The first piece of advice is don't panic. Try to make contact with the person who has rented it to see if there has been a mix up with the pick-up time or location or something has happened which stopped them from meeting you. Sometimes wires get crossed or life gets in the way and all you need to do is reschedule.

  However if the person doesn't get back to you and you have tried the best you can to get things back on track, call Open Shed on 1300 953 534. We will also try to contact them on your behalf. If they don't come back to us within 24 hours, we will let you know.

• I am not happy with the condition my item has been returned in. What can I do?

  We're really sorry to hear that. This is why having the bond setup properly and leaving feedback is so important. In these kinds of situations you can:

  • Claim all or part of the bond amount, depending on what you think is fair.
  • Leave feedback that reflects the situation on the member's feedback.

  NOTE: Any feedback which you provide on Open Shed must be accurate and constructive. Please do not provide misleading, deceptive, defamatory or abusive comments. It's not only not what Open Shed is about, it's totally bad karma.

• I have accidentally damaged the item. What do I do?

  Oops! We do understand these things can happen and the very fact you are reading this means you obviously feel pretty bad already so we will try to make this as painless as possible!

  First of all, best advice is to contact the member straight away and let them know what has happened. Honesty truly is the best policy.

  Secondly, expect that whatever the outcome of that conversation, you might be charged some or all of the bond depending on what that member decides. It is after all their property so they are entitled to cover the cost of repairs.

  Finally, how you respond to the situation will determine your feedback from that member, so we always suggest coming clean as quickly as possible, being level headed about the situation and working with the member to get a solution happening is the best way to go for both people involved.

• We have not arranged return of the item yet. What do I do?

  Sorting out how to return an item is very simple. If you don't already have an email or phone number, you can use the "Conversation" feature. Simply go to the item you are renting on Open Shed and press the "Continue conversation" button. As you have a live Rental Request, you will be able to exchange personal details and sort out the return. Cool, huh?

After a rental is finished

• Why do I need to leave feedback for the owner?

  Feedback really helps build trust on Open Shed and sharing your feedback will help other people know more about members who rent out their items. Besides, if someone has helped you out a lot and been super easy to deal with, why shouldn't you give them a bit of a shout out and warm praise? Sharing the love is just as important as sharing the items too!

• I have returned the item but my Bond has been claimed. Why?

  The person who owns the item does have the right to claim all or part of the bond if the item is returned in a condition that is worse than the one you were given it in. If you have run late with the rental, they may also take some of the bond as way of a late fee. The best thing to do is talk to the person at the time when you are returning the item to make sure they are happy so you don't get any surprises. If they do take bond, you get your chance to have your say through the feedback feature.

  The key with having as positive a journey on Open Shed as possible is communication- so always make a point of checking in with the other person so you have the chance to talk out any issues.

• I didn't agree to a bond!

  Yes you did. All rentals on Open Shed have their bond amounts clearly displayed. It is also part of the Terms and Conditions you have agreed to as a member when you signed up. It's your responsibility to make sure what you agree to in terms of rental and bond amounts are what you are willing to pay.

Nitty gritty

• How does renting my items out affect my Home and Contents Insurance?

  Good question! We do know that some policies cover this kind of rental, however it really depends on the company you have chosen and the kind of policy you have with them. So the best thing to do is give them a call and check. If you need any help explaining Open Shed, by all means give us a quick call on 1300 953 534 to confirm what to say!

• The Renter says my item is not as described and they no longer want to rent it. What happens now?

  On Open Shed, each member has a choice who they share items with. So if someone changes their mind about renting an item for whatever reason, they can decline to go ahead if they want. From their end, they will decline the rental on the site and your item will become available again for other members to hire.

  To avoid being disappointed in future, check your item out to see if they might have a point and adjust your description accordingly.

• But my description did match the item and previous Renters were happy with my item. What action can I take?

  If you feel strongly about the declined rental, you can always leave feedback about the failed rental. With any feedback left on Open Shed, positive or negative, just remember to reflect what has happened in a reasonable way.