Damage & Loss

1. Condition at handover and return

Goodlees checks the equipment and may photograph or video its condition, serial numbers and included accessories before handover and after return. You should inspect it at collection and promptly identify any visible damage, missing component or fault.

Condition records, booking documents, messages and repair assessments may be used to determine what occurred. We will consider all relevant evidence, including evidence you provide.

2. Damage during the rental

You are responsible for damage occurring while the equipment is in your care where it results from misuse, impact, liquid, sand, improper storage, unauthorised repair, deliberate action, negligence or a breach of the rental terms.

Normal wear from careful intended use is not chargeable. You are also not responsible for a genuine internal fault, pre-existing damage, or loss caused by Goodlees’ failure to use reasonable care and skill.

If damage occurs, stop using the equipment when continued use could make it worse. Keep all parts, take photographs where safe, and contact us promptly. Do not open, dismantle or repair the item without written approval.

3. Loss, theft and non-return

You remain responsible for the equipment until it is returned as agreed and Goodlees confirms receipt. Keep it with you or securely stored and do not leave it unattended in public or visible in an unattended vehicle.

Report theft to the police promptly and send us the crime reference number and relevant information. Cooperate reasonably with any insurer, police enquiry or recovery attempt.

If equipment is lost, stolen or not returned, you may be responsible for its reasonable replacement value and related direct loss, taking account of age, condition, available equivalent replacements, recoveries and any insurance payment. We will not charge an arbitrary new retail price where that would overcompensate Goodlees.

4. Missing accessories and exceptional cleaning

Return every item listed in the booking or handover record. Missing batteries, chargers, straps, cards, cases, cables or other accessories may be charged at a reasonable like-for-like replacement cost.

Routine cleaning is included. A reasonable cleaning charge may apply where equipment is returned with contamination beyond normal use—for example heavy makeup transfer, smoke residue, adhesive, sand, liquid or biological material—and specialist or substantial cleaning is genuinely required.

5. How a charge is calculated

Depending on the circumstances, a charge may include:

• reasonable inspection, diagnosis, parts, labour and shipping costs;
• reasonable like-for-like replacement value where repair is not economical;
• reasonable replacement cost for missing accessories;
• reasonable exceptional-cleaning cost; and
• direct, evidenced loss from a booking that Goodlees could not reasonably fulfil because of the incident.

We will take reasonable steps to reduce loss, account for wear and age where appropriate, and deduct any recovery, salvage or applicable insurance payment. Charges will not exceed the reasonable loss caused. For the G7 X camera, any damage or loss charge is limited to the reasonable evidenced amount, up to £800.

We will explain the proposed charge and provide available evidence, such as before-and-after photographs, repair quotes, receipts or replacement comparisons. We do not currently take a security deposit; we will request payment separately for any valid charge.

6. Questions and disputed charges

Email goodleesuk@gmail.com promptly if you disagree with an assessment. Explain why and provide any photographs, messages or other evidence. We will review it fairly and respond with our reasoning.

Nothing in this policy removes your statutory rights or makes you responsible for loss that the law places on Goodlees.