Terms of Service

1. Rental Agreement

When you book equipment through our platform, you enter into a rental agreement with Ouquo, owned by Avoque Limited. As the client, you agree to use the equipment with reasonable care and return it in the same condition you received it.

Although the equipment is insured while on hire, you remain fully responsible for returning it on time and in full. This includes any missing items, delays, or failure to return the equipment entirely.

Upon pickup and return, clients are expected to inspect the equipment and confirm its condition. Any pre-existing damage must be reported before use to avoid liability.

2. Payments & Pre-authorisation

All rentals must be paid in advance. Pricing and fees are shown during the booking process. A £250 pre-authorisation hold will be placed on your card before the rental begins. This is not a charge but a security measure. If equipment is returned damaged, late, or not returned at all, we reserve the right to use this hold to cover repair, replacement, or as a penalty costs.

Payments are processed securely via our payment provider, Stripe. We do not store your card details.

3. Late Returns

Equipment must be returned by the agreed time. Late returns may result in additional charges or deduction from your pre-authorised hold.

If equipment is not returned within 48 hours of the return time and you are unresponsive, the matter may be treated as theft and reported to the authorities.

4. Damage, Loss, or Theft

In case of any damage, we will deduct up to £250 from your pre-authorised hold to cover repair or minor replacement costs. However, you remain liable for the full replacement value of the equipment in the event of our equipment being lost. We strongly recommend that clients consider obtaining their own insurance coverage for high-value items or during high-risk activities, as our coverage is secondary.

We exclude claims arising from pre-existing faults, mechanical failure, improper use, negligence, or natural disasters. Normal wear and tear—such as light scratches or minor scuffs—will not be charged.

Non-return or theft will be treated as a criminal offence, and we may pursue legal action to recover the full replacement value of the equipment.

5. Cancellations & Refunds

You may cancel your booking by contacting us directly or through the platform.

• Full refund if cancelled at least 2 days before the rental date.
• 50% refund if cancelled 1 day before the rental date.
• No refund if cancelled on the day of the booking.

Refunds are processed within 5–10 business days to your original payment method.

6. Liability & Insurance

Avoque provides insurance coverage for the equipment while in use; however, you are still liable for costs up to the £250 security hold in case of any damage or loss. Clients are encouraged to take extra care, especially during high-risk activities or outdoor use.

Avoque is not liable for any indirect or consequential losses resulting from equipment failure or availability.

7. User Conduct

You agree not to misuse the platform or any rented equipment. We may suspend or permanently disable your account if we detect abuse, repeated late returns, damage, or policy violations.

8. Updates to Terms

We may update these Terms from time to time. Continued use of our services after updates are posted constitutes your acceptance of the new Terms.