DAMAGE, LOSS AND MISSING EQUIPMENT

You're responsible for the equipment from handover until we receive and check it back in. That includes equipment used or handled by employees, contractors, performers, guests, venue staff, drivers, crew members, or anyone else you allow to access it.

The main exceptions are fair wear and tear, and loss or damage caused by us or by a carrier we're responsible for.

Normal wear from careful, authorised use isn't customer damage. Think minor cosmetic wear that doesn't affect safe operation or equipment value.

Fair wear and tear does not include:

A fault isn't automatically treated as customer damage. Stop using anything that appears unsafe or defective and contact us.

We may ask you to check power, cables, connections, batteries, settings, signal routing, or another supplied component.

Don't open the equipment, break a seal, change firmware, modify cabling, substitute internal parts, or arrange a repair yourself.

Where a genuine fault wasn't caused by the customer, we'll use reasonable efforts to provide an available replacement, repair, credit or refund for the affected item.

Honest and prompt reporting matters. Quietly putting broken gear back in the case helps nobody, least of all you.

Contact us immediately if equipment is lost, stolen or can't be accounted for. For theft or suspected criminal activity, you must:

The Damage Waiver doesn't cover loss, theft or unexplained disappearance.

We may:

We won't recover more than our actual reasonable loss, that's not how we operate. Any applicable insurance recovery or salvage amount received for the same loss will be credited after allowing for the applicable excess and uninsured costs.

Where the customer is responsible, charges may include assessment, repair, replacement, missing components, specialist testing, freight, cleaning, decontamination, repacking and bench labour.

Where repair isn't reasonably economical, or the item is lost, the replacement assessment may consider the same item, a reasonably equivalent item, age, condition, availability, fair market value and salvage value.

Equipment must be returned clean, dry and correctly packed.

Cleaning, decontamination, repacking and bench labour may be charged at $75 an hour excluding GST, $82.50 including GST.

This may apply to equipment returned with liquid or food residue, tape or adhesive, dust, mud or sand, smoke contamination, incorrectly packed components, tangled or incorrectly coiled cables, event waste, or unidentified loose parts.

The Damage Waiver costs 10% of the equipment hire subtotal, minimum $25 plus GST, $27.50 including GST.

It must be selected and paid before the hire period begins. It's not refundable after collection or dispatch.

For covered sudden and accidental physical damage, your liability is capped at the lower of the reasonable repair or replacement cost, or $1,000 per separate incident.

Related damage caused by the same event is treated as one incident. A separate cap applies to each separate incident.

The customer remains responsible for the reasonable assessment, repair or replacement costs where the customer is responsible under the Hire Schedule. The security bond doesn't cap that amount.

Where an amount properly becomes due, we may capture the bond or charge the supplied payment method where permitted. We're not going to just take money off your card and leave you guessing, before doing so we'll provide a written explanation, an itemised basis, and available photographs, reports, quotes or other supporting material.

Any security amount not properly payable will be released or refunded promptly.