Table of Contents
Our Rental Process
How does this whole thing work?
The whole rental process is very simple, and all you need to do is:
- Select the branch you would like to rent from,
- Find the product you need and the first day of the full day rental,
- Enter the amount of days you need the equipment for,
- Check the availability and then add the item to your rental basket.
- From there, once you're done adding equipment, head on to your rental basket,
- Review what's in your basket and make sure it's right and then hit CHECK OUT and voila, you're done.
We will contact you for anything else we require from you and to confirm your booking.
Can I reserve an item?
Absolutely! Our entire website is designed for you to reserve the equipment you need. So select your branch, choose the equipment you want and for when and place your order. It's as simple as that!
Is a shipping option available?
We're glad you asked! YES we can courier the item to you anywhere in Gauteng from R80 one way. Depending on the location, this may be one-day delivery or delivery overnight. Other locations we normally quote on, so let us know before hand and we will see what we can organise. Just remember though, we cannot offer any shipping on a Saturday or a Sunday.
If I'm a first time renter, is there an approval process?
Yes there is! We do require a few personal bits of information about you. We do require a copy of your barcoded ID or a valid passport and proof of residence. The goal of this is make sure that no identity theft has taken place, but primarily for our insurance purposes. We also do not want to give out our valuable equipment to just anyone and to make sure they at least know what they are hiring. We trust our customers to look after our equipment; although we make it available for rental purposes, we also use it for personal purposes as well.
How is the rental period calculated?
The rental period is calculated based on the amount of full 24 hours day(s) you rent the equipment for. We DO NOT do half day or even hourly rentals. However, the longer you rent the equipment for, the cheaper the rental is per day.
Here are two examples of how we work:
1. If you require the equipment for a Saturday and a Sunday, we regard this as a 2-day rental. In this case, we do allow our customers to collect the rental on Friday afternoon after 3:00pm (shops closes at 5:00pm) and return the equipment on the Monday before 12:00pm.
2. Should you require the equipment for a Saturday only, this is a 1-day rental. You can then collect the rental on Friday afternoon after 3:00pm (shop closes at 5:00pm) and drop off the equipment on the Sunday before 11:00am.
Are there any special requirements for renting certain items?
Unfortunately, yes! We have several items of very high value, which are generally used for professional or production purposes only. We would like to make sure you know how to you those item correctly and that they will be looked after. We might even ask for proof of additional insurance.
Is the equipment in good condition?
Before and after each and every rental we check, for example, all our lenses visually, test them for focusing and sharpness, and take pictures with it. We guarantee the glass is clear, the lens works normally, the pictures it takes are sharp. Lenses are used regularly so there may probably be some scuffmarks on the barrels; we regard this as normal wear and tear. There may be a little internal dust in some lenses (the telescoping zooms are especially known to collect it). If, however, there is any effect on image quality the lens goes off for servicing, otherwise it remains available for rental. In short, we check out the equipment to ensure that it is in working order.
What comes with the equipment?
Most product pages will have an "Item Includes" section, which will state what will arrive with the equipment. Equipment comes to you as it came to us from the manufacturer. If the lens comes with a hood when purchased, it will come with a hood when you rent it. Most lenses will have a hood included, but non-L Canon lenses may not include a hood; although we may have added that subsequently. Cameras, for example, come with one battery, a memory card and a charger. If additional cards are batteries or memory cards are required, these need to be request prior to the rental.
What comes with your order needs to come back to us. Please remember that, lens hoods, batteries, battery chargers, memory cards, bag and tripod heads can be expensive and our next customer expects to receive the same items that you received.
If an order comes back without any of these items we will have to replace them and charge you for their replacement. Lens hoods, for example can be R350-R2,000, tripod heads are R1,000 and upwards.
Can I ask for help in deciding what to rent?
Sure you can! We have very experienced photographers who can offer you professional advice on any type of shoot you will be doing. We are available Monday to Friday from 9am-5pm, as well as during the weekend; we try to check emails as often as possible. We try to provide the right advice with the facts that are provided to us. Damages and Insurance
Damage and the Damage Waiver
What if I damage the equipment
Let us know immediately! Our Rental Agreement states you will be responsible for an excess of 20% of the replacement cost of the equipment if it is not repairable or it is stolen; limited to a minimum of R1,000. In addition, you will also be responsible for an excess of 20% of the repair cost, if it can be repaired; limited to a minimum of R1,000. We do not charge you rental fees while the equipment is being repaired, as long as you let us know about damage before you send the equipment back, so that we can make the necessary preparations. All we request is openness and honesty. We understand that things may happen and accidents may occur and that is why we make insurance available to our customers.
What do you consider damage?
Any major scratches or scuffmarks on the glass of a lens, any impact damage to a lens or camera body or any clear damage on the mechanics or workings of the lens or camera would be regarded as damage. Minor scuffmarks to the barrel or hood are considered to normal use and wear and tear, but not damage. Because we believe filters degrade image quality to a slight degree, we prefer not put UV filters on the lenses unless these are specifically ordered or requested. However, our advice is to use the lens-hood that is provided to provide added protect to to the front element of the lens.
So what is considered negligence?
Our definition of negligence basically means, for example: If you were to do something really stupid with our equipment! Meaning, if you decide to attach our rented camera and a Canon 70-200mm F2.8 to the roof of your car with a general suction cup and then drive on the freeway. Please note, in all cases (except when renting gear clearly labeled for underwater use), we consider water or sand damage to be negligence. In any of these cases, but not limited to these, we feel that the equipment has been damaged due to negligence; we unfortunately reserve the right to cancel your account/membership with us and no longer offer our services to you. We do not rent out equipment that is damaged, so when returning equipment that has been used, and has been clearly damaged, and claim to us that it was received that way, we feel that this is a way of running away from or avoiding your responsibilities. We unfortunately cannot have customers like that and we trust you understand this. We do sincerely understand that accidents happen. Once again, we simply ask for openness and honesty.
When Things Go Wrong
We do our utmost to be the very BEST photographic rental company around, but sometimes we also do make mistakes or our customers may stuff us around. We rely on many third parties to either courier equipment or on other customers to return equipment back in working order and on time. As you can imagine this does not always happen. Please be patient with us, as we do try our very best. But know this, we aim and strive to make our customers happy and to develop a lasting relationship.
We believe that many of our customers will attest to the fact that, under difficult circumstances, that we have done our utmost to not only rectify a problem but to surpass an expectation whenever we can.
Can you guarantee my order will be available on time?
We are not sure what the percentage is, but it is very high that we always have your equipment ready for collection. There are times though where a customer does not bring back equipment on time, and we will always contact you to inform you as soon as possible. We will also do our very best to make sure we have a "Plan B" or even "Plan A" in place, not guaranteed, but we WILL do our best. This is why we also defined collection times, to allow us a buffer as well as time to check out equipment before the next collection.
Can you guarantee the equipment will work as promised?
I wish we could, but sadly, we can't. I can promise that we will do everything we can to make sure the equipment is working. We will inspect the equipment both when it returns from its prior rental, and before it goes out on your rental. We will clean it thoroughly. We will have a minimum of two people check off all the items that should be included in the rental. We will pack it securely.
Even with all these precautions, stuff still happens. A box can be jarred during transit hard enough to break something inside the lens. An internal component we can't check eventually wears out and breaks during your rental. We are essentially working with electronic equipment, and we unfortunately are unable to predict all possible problems that may occur. However, given the checking and testing we do, as well as the servicing we require, the chances of any problems are minimized.
What happens if the equipment doesn't work as promised?
We are 100% committed to making everything right! We truly do have customers that will attest to this. For example, a drive to Middelburg to sort out equipment is not unheard of.
If it isn't working right, just email or call us and let us know and we can help you check it out first. About 90% of the infrequent "lens has a problem" or "the flash won't fire" complaints we get turn out not to be a problem at all and can be sorted over the phone. In more serious case we will and have been known to try to sort it out.
Occasionally, an item really does arrive broken. If this happens we will replace it immediately within the limitations of our stock. If time constraints prevent us getting a replacement to you (if you're leaving for vacation for example) we will refund the rental price and shipping costs as soon as you return the lens. By renting, you agree that if you don't notify us of a problem within 24 hours of receiving the equipment we are not responsible for replacing or refunding the equipment.
If you ordered the wrong item, don't know how to use it, or didn't know the limitations of the equipment, etc. we will work with you to get you something more suitable, but we will not be able to give you a complete refund.
Do you charge a deposit?
In almost all cases, no. Occasionally, we aren't able to gather enough information to properly verify an order, and we may ask for a deposit in those circumstances. Also, in rare cases, because of the high value of the equipment, we may ask for a deposit for certain items if you cannot secure independent insurance coverage.
If we decide a deposit is necessary, we will always contact you and ask your permission before we accept the order and proceed with the deposit.
For 99.9% of orders, no deposit is ever necessary.
When do you charge my credit card?
We unfortunately DO NOT accept any cards at this point in time. Payment is via EFT or cash only.
What is your policy on cancellations?
As long as you cancel at least 24 hours before collecting your rental, we do not charge a cancellation fee. If you do not collect you item or cancel on the day you are supposed to collect you order, a full one days rental is charged per item you booked. If you do not take we would have lost a rental day to someone else.
Can I return an order early for a refund?
Unfortunately Not! Bare in mind, that bookings/reservations are made and that during that period other customers are unable to reserve that item; so the dates are then set.
What shipping carrier & service do you use?
Our default courier is THE COURIER GUY. They mostly deliver your rental in the afternoon before your full rental day/s.
If you prefer another courier service, you would need to organise that.
What time is my package guaranteed to arrive by?
It is generally in the afternoon before your full rental day/s.
Is a signature required?
Yes. A direct signature is required on all of our packages, and we need all other documentation in place before we even call the courier company.
But I won't be home to sign for it, can you waive the signature requirement?
No, we can't. Only you as the rental customer can accept the package.
Where do you ship?
All over South Africa! Within certain areas in the Johannesburg/Pretoria are this is same day delivery and in other areas it is overnight. Depending on the area, courier charges are from R80 one-way.
Do you ship to hotels?
Hotels are tricky. Generally, they accept no responsibility if something happens to a package they are holding for you. This means, if they put it in a storeroom and a dishonest bellhop takes off with it, the hotel isn't going to reimburse anyone for the lost package. If that happens, you might not be excited about the idea that you are going to owe us replacement equipment when you never even saw the package.
For that reason, we don't typically ship to hotels. We are willing to make exceptions for some existing customers if they agree that they will be held responsible for reimbursing us if the hotel loses the package. We handle exceptions on a case-by-case basis.
What about PO Boxes?
We do not ship to PO Boxes. Unfortunately, we have just had too many problems with SAPO shipping to feel comfortable ever sending anything via Priority Mail. For this reason, we can't ship to your PO Box.
How are your shipping rates calculated?
We get a quote from our courier, and that is what you pay.
What about return shipping?
A shipping label for returning the equipment will be arranged by the courier collecting your package; this will be prearranged. Just put everything back in the box, tape it up, and place the return label directly over the original label and you are all set!
Can I get my order shipped overnight?
Absolutely. It is not always possible though.
Can I pick up lenses in person?
Yes you can, and all information will be on the invoice emailed to you. We have collections points on the West and East Rand of Johannesburg. Please remember that bookings made are branch specific in terms of available equipment. Fow example, should you book equipment from the East Rand but would also like equipment from the West Rand, two separate
Extensions and Late Returns
Can I extend my rental?
As long as we have stock we're happy to extend your rental. Extensions are charged at longer rental period pricing, so would be cheaper.
If at any time an extension is turned down and you do not contact us, we will have to turn your account over to collections.
The amount sent to collections is the retail cost of the items, plus our expenses in attempting to collect from you. At that point, if you send the equipment back, you will still owe the fees of the collection agency, which are several thousand Rands. We cannot take it back, undo it, stop it or reverse it. Also, we will exhaust all civil and criminal remedies available in pursuing the matter.
What happens if I return the equipment late
If equipment is dropped off late we not only may loose rental days to other customers, we can also disappoint those customers. In such circumstances we will unfortunately have to charge for late returns, which will be a full days rental price for all equipment hired. We do try to be understanding, and if you find that you may return equipment late, please let us know as soon as possible so that we can at least inform other customers and try and work something out.
We completely respect your privacy*
We never share your information with anyone. Ever. But many people, in an attempt to preserve their privacy create a new email address to place online orders. Which is, of course, the same things that the people committing online fraud do so they can't be traced. It's not a huge problem unless you don't check that new email account to get the messages we're likely to send you. When we get no response to email, we figure the order is fraud and cancel it.
What if I want to rent for more than 90 days?
We offer extended rentals and leases up to 6 months. Please contact us and we'll be happy to work with you.
Do you sell used equipment?
Yes we do. We rent lenses for about two years and then sell them.
What if I want something you don't carry?
Please email us. If we have two or three requests for an item, we're likely to add it. Also if you want an item for an extended lease we will almost certainly be able to a accommodate you.
Why don't you have a page of testimonials like some of those other sites?
We think it's pretty useless for you to read our handpicked emails and testimonials. However, if you wish to say anything about us, feel free to post details on open groups and forums. In addition, if you have any questions, concerns or advice, feel free to contact us.
Will you match another rental house's price?
Nope. It's easy to cut corners in the rental business to make prices cheaper, but doing so affects quality. For example:
- We keep customer and technical support staff available by phone and email from 8 until 5 every weekday, and by email from 5 until 9 pm and on weekends.
- We are the only photographic rental service that is open seven days a week.
- We don't rent other peoples equipment on consignment. If we rent it, we own it, test it, and know it's up to our standards.
- We stock many copies of many different items. Keeping the selection you want, in stock and available is a little more expensive.
- We don't charge you until the moment we pack for shipping or a week prior to collection, no matter how far in advance you reserve.
- There are no fees or charges for canceling a reservation up until the day of collection.
- If an item is late or missing we email you rather than immediately charge a fee.
- We provide you a world class website for your rental solution.
- If an item gets damaged while in your hands we only charge you 20% of the repair cost (unless you have our damage insurance), not for lost rental revenue while it's being repaired.
- If (it's rare but it happens) the shipping company doesn't get your order delivered on time, we overnight you a replacement or issue a refund to you, not just a store credit.
- We test every item when it returns and again when it ships out. Anything that does not meet specifications is immediately removed from stock and sent to repair.
- Our equipment is serviced on a regular basis.
If you find another rental house that does all of those things, we'll meet their price. But at this time there aren't any.
Do you have an affiliate program?
No we don't; for several reasons! First and foremost, its gotten these days to where everyone on the internet sells their opinions and recommendations through a multitude of "affiliate programs", getting kickbacks from every manufacturer and retailer they can. We spend a lot of our time making recommendations to people and we want to be trusted: if we recommend something its because we like it, not because someone's giving us R0.25 every time we do it. We want it to work the same way in reverse: if someone recommends us, its because they like us, not because we're giving them R0.25 every time someone clicks on their recommendation.
We do openly advertise on several review sites that we respect, both to help support their work and because we like being associated with them. We also work with a lot of camera clubs, photography groups, and workshops. In this case we offer their customers a discount (as well as the people running the seminar, workshop, or club) and sometimes donate some lenses for the attendees to use, so hopefully everyone benefits.