Question 1

Where can I use Hire My Trailer?

Accepted Answer

Is HMT always available?
Hire My Trailer is available 24 hours a day, 7 days a week. But it is dependent upon the trailer owner getting back to you for your booking request. At HMT we will only ever show you trailers that are available for hire for your dates.

Is HMT available in my city?
Yes, Hire My Trailer is available in all cities and towns of Australia. If you cannot find one in your area, do contact us on the link below and we will target advertising in your area. Our aim is to have at least 1 trailer available between you and your closest big boy hire company

Is HMT available internationally?
At this stage No, but we will be looking to expand shortly.

Question 2

How do I create a Hire My Trailer Account?

Accepted Answer

Download the App from your App Store
Creating a Hire My Trailer account requires a valid email address and mobile number. You’ll also need to create a password and agree to our terms and conditions and privacy statement.
Fill in your first and last name, mobile number, email address and password. Once you complete this part of the signup process, we send a text SMS to verify your mobile number.
After you provide this info, we’ll send an email to confirm your account registration.
Next, enter your payment information. Adding a credit card or debit card number allows your trailer rental to be automatically charged to ensure the trailer is held for you. Please note that we cannot accept prepaid cards.
Once this info is collected, you'll be able to use your app to book a trailer.

Use the Website
Our website now is fully featured, so if you are an owner you can do all the things you did on the App. As a renter the website enables you to make and manage your booking also.
To register click on User Portal

Question 3

Legal Information and App Permissions

Accepted Answer

Privacy Policy
Hire My Trailer’s privacy policies apply to people anywhere in the world who use the HMT platform to hire trailers or supply trailers to be rented. The Hire My Trailer Privacy policy can be found at the link below.
www.hiremytrailer.com.au/privacy-policy

Agreeing to terms and conditions
In order to partner with HMT, owners are asked to review and agree to Hire My Trailer’s terms and conditions. By using the service you agree to the following terms and conditions:
www.hiremytrailer.com.au/terms
www.hiremytrailer.com.au/renterterms

Maintaining accurate personal information
HMT is a technology platform that facilitates real world interaction between people. In order to support safety and maintain trust, please make sure the personal information you add to your account is accurate at all times.
If you need to update personal information, sign in to the app and select Profile from the menu. You will be able to update your information.

Cash
Hire My Trailer is cashless. All transaction are electronically made using either credit card payment or direct bank account transfer.

What is Location Data?
Hire My Trailer uses your location data when performing a trailer search to provide a seamless, hire process. Location data may be accessed by the app when running in the background.
See Hire My Trailer’s Privacy Policy for information regarding the treatment of location data collected from users.
If you want to turn off collection, you can disable location services through your device settings.
On Android: Settings → Apps → Hire My Trailer → scroll to “Permission” → toggle “Location”
On Android Lollipop (5.1) and earlier: Settings → Location → toggle Off
On iOS: Settings → Privacy → Location Services → Hire My Trailer → choose “Never”
www.hiremytrailer.com.au/privacy-policy

HMT app permissions
After you download and open the Hire My Trailer app, your mobile device will notify you when the app requests various permissions.
For example, if you’d like to upload a photo to your account, the HMT app will ask for permission to access your camera and photo library. Granting the HMT app this access supports the best possible experience.

iOS App Permissions
When you use HMT on your iOS device, you'll see contextual dialogs asking you to approve certain permissions that the app requests. Allowing these permissions will ensure you have the best possible experience with Hire My Trailer, but you'll have the choice to opt out of each iOS permission on an individual basis. (If you're an Android user, please see our Android App Permissions.)
To make sure you understand what features we access and what data we collect through these iOS permissions, we've provided a more detailed breakdown and discussion of the permissions below. You can edit your HMT permissions anytime by going into the Settings app on your device.

Location Services
You'll see this dialog during the registration process. If you opt in, the app will collect and send precise location data to HMT servers. We use that data to personalize your experience; to display current location for searching trailers; to determine what products, promotions, and surveys are relevant to you; to use for analytics purposes at an aggregated level; and to customise and improve the location-based services we provide. In addition to GPS, we may use other methods to determine precise location if you enable Location Services, including wifi signals. We may cache your recent locations on the device to speed up the launch process, but we will not store a history of your location to persistent memory on the device.
If you opt out, you can still use HMT, but you'll have to manually enter your search address every time before you can see what options are available at your location.

Push Notifications
You'll see this dialog once you've completed the registration process with HMT but before you make your first booking. If you opt in, Apple Push Notification Service generates a unique token for your device and passes it to HMT; this device token is then sent to HMT’s servers and stored so that Push Notifications can be sent to you. You can read more about how Apple Push Notifications work here.
If you opt out of Push Notifications, you'll receive updates about bookings by text message (these communications are not optional). Note that if you initially tapped Don't Allow, the only way to opt into Push Notifications from HMT is to update your preferences in your phone's Settings app.

Camera
You'll see this dialog when you add a photo to your HMT profile (and select \"Take New\" instead of \"Choose Existing\"). You can still add an existing photo to your user profile by granting access to your Photos.

Photos
You'll see this dialog when you attempt to add an existing photo to your HMT user profile. If you don't allow the app access to Photos, you can still select to take a new photo for your HMT user profile by allowing the HMT app to access your phone's Camera.

Android App Permissions
When you install HMT on your Android phone, you are shown a list of permissions that the app requests. The descriptions of these permissions are created by Google and are worded the same for every app — currently, there's no way for HMT to customize them. So, to make sure you understand what features we access and what data we actually collect, we've provided a more detailed breakdown and discussion of the permissions below. (If you're an iOS user, please see our iOS App Permissions.)

Location
The app does not store your location to persistent memory on the device, but may cache recent locations on the device. The app does collect and send approximate and precise location data to HMT servers to personalise your experience; to display current location for searching trailers; to determine what products, promotions, and surveys are relevant to you; to use for analytics purposes at an aggregated level; and to customise and improve the location-based services we provide. In addition to GPS, we may use other methods to determine precise location if Location Services are enabled, including wifi signals.

SMS
you sign up for HMT, we send a 4-digit verification code, via SMS, to the mobile number that you provided. The “Receive SMS” permission allows the app to look for that incoming SMS message and automatically verify that we have your correct mobile number. The window of time during which the app looks for that incoming SMS is limited to 60 minutes. HMT only uses this permission to search for the verification message that we send. We do not send to our servers or save the content of any messages other than the verification message. HMT uses the “Read SMS” permission for features that provide you social context or facilitate social connections for you.

Phone
The app requests access to make phone calls so you can contact the owner from the HMT app if needed.

Photos/Media/Files
The mapping libraries in the app use these permissions to allow map data to be saved to your phone's external storage, like SD cards. By saving map data locally, your phone doesn't need to re-download the same map data every time you use the app.

Wi-Fi Connection Information
HMT mapping libraries use this permission to see if a Wi-Fi connection is available. Determining whether Wi-Fi is available helps optimise the data used to display these maps.

Device ID & Call Information
This permission is used in conjunction with your own contact information to prepopulate your mobile number and country during registration. You can edit these fields, and the updated values are sent to HMT once your account is created. This permission is also used to obtain your Android device ID, which is sent to HMT servers and used in fraud prevention efforts.

Other
This permission generates Google Cloud Messaging (GCM) tokens associated with a user's account. As with all GCM implementations, the token is sent to HTM servers so that notifications can be sent to you.
read Google service configuration
This permission is required by Google Play Services — which provides core Google API functionality to Android applications — to allow your app to make use of Google web-based services (Google Maps API V2 in HMT case).
**Google doesn't explicitly provide documentation for this permission, but the above link will refer you to the relevant documentation around using the Google Maps Android API.

modify system settings
HMT mapping libraries use this permission to optimise the data used to display their maps.

full network access
This permission is required to access the internet, including communicating with HMT servers, connecting with third-party services, and downloading map data.

control vibration
This permission allows the HMT app to vibrate your phone when something important happens, e.g. when you receive a notification that your booking request has been accepted.

prevent device from sleeping
This permission wakes your phone up when a notification is received.

use network connections
This permission is used by HMT to notify you when a network connection is unavailable.

Other question about our policies?
If you have other questions about our policies, please let us know.

Question 4

Passwords and Accounts

Accepted Answer

Forgot my password
        If you forget your password, visit the link below to reset. You’ll need to enter your email address or mobile number associated with your HMT account.
        You'll receive an email in a few minutes. This email includes a link to reset your password. The link can only be used once. If you do not open the link within 10 minutes, start over to receive a new link.
        It’s good practice to create a unique password for HMT. Be careful not to share your password in emails or other communication. HMT support will never ask you for your password.

        I can't sign into my account
        If your account is suspended, you will be unable to sign in or make a booking. Accounts requiring additional verification may be temporarily suspended.

        My password reset link isn't working
        When you contact us to reset your HMT account password, you should receive an email within a few minutes. This email contains a link to help you reset your password.
        For security, this link expires in 10 minutes. Open it immediately or wait until you’re ready to complete the password reset process before requesting a password reset.
        In the event that your password reset link doesn’t work, please start over at hiremytrailer.com.au/forgot-password. Check that your email address is correct, then open the link in the next password reset email you receive.
        If you’re unable to reset your password or access your account, please get in touch with us below.

        I didn’t receive my password reset email
        When you request a password reset, we send you an email with a link. If you haven’t received this email within a few minutes, check the spam or junk folder for your email address.
        If you have more than one email address, check which address is linked to your HMT account. It's likely this is the email address you entered when creating your Hire My Trailer account.
        Be sure to enter your email address correctly. When you receive the HMT email about resetting your password, open the password reset link. You’ll be guided through the reset steps.

Question 5

What are the charges I see?

Accepted Answer

Does Hire My Trailer have recurring charges?
        No! Hire MY Trailer does not have recurring charges. You are only charged for the bookings you make.

        Pending charges on your Credit Card
        When requesting a booking, HMT will verify your payment method by issuing an authorisation hold.
        Authorisation holds are used to confirm that the required funds are available for the hire. However, you may notice one of these amounts listed on your account as pending.
        All authorisation holds are voided within a few business days, depending on your bank’s policy. If you would like to confirm a specific item on your statement, please contact your bank directly.

        My account shows multiple identical charges
        Your HMT account or payment account may occasionally show 2 or more identical charges for the exact same amount. This may happen when you have extended a booking resulting in a further bond payment being taken. Don’t worry, this amount will be released once the hire is complete. For exact timings, please contact your Card Issuer.
        When requesting a booking, HMT will verify your payment method by issuing an authorisation hold.
        Authorisation holds are used to confirm that the required funds are available for the hire. However, you may notice one of these amounts listed on your account as pending.
        All authorisation holds are voided within a few business days, depending on your bank’s policy. If you would like to confirm a specific item on your statement, please contact your bank directly.
        If you’d like us to investigate duplicate charges, please confirm the amount and dates of the charges. We’ll review and contact you directly.

        My account has an unrecognized charge
        If you see an unfamiliar HMT charge on your credit card or bank account, please review with these steps. You can also contact us

        Unrecognised charges can often be tied back to a friend, coworker, or family member who may be using your payment information. Please check with your family and friends.
        Check your booking history to locate the charge. It may be tied to a booking you’ve made or a cancellation fee. If you believe you were charged a cancellation fee by mistake, please navigate to Trailer Rental Review > I was charged a cancellation fee.
        An unrecognised charge may also be a small authorisation hold, which is never actually charged to your account, but may appear as “pending”. All authorisation holds are voided within a few business days, depending on your bank’s policy. We issue authorisation holds as a way to better protect against fraud that may result from unauthorised card usage.

Question 6

Paying for the Trailer Rental

Accepted Answer

Adding a new payment method
        Your HMT app processes payment for all trailer bookings you make. Before making a booking, use your app to add a payment method to your account.
        When your booking request is accepted, your default payment method will be charged.
        Use your app to set up a payment account:

        Tap the menu icon and select PAYMENT.
        Tap ADD PAYMENT.
        Add a payment method by manually entering card info.
        Enter your card number.
        Enter the expiration date, CVV number, and billing postal code.
        Tap SAVE.
        How to update a payment method
        Use your app to edit info for any payment method linked to your HMT account.

        Tap the menu icon and select PAYMENT.
        Tap the payment option you want to update.
        Tap the pencil icon to edit a card’s expiration date, CCV number, and billing postal code.
        Tap SAVE.
        Delete a payment method
        Use your app to remove a payment method from your account when it expires or you no longer want to use it to pay for Trailer hires.
        To delete a payment method:

        Select PAYMENT from your menu.
        Tap the card you with to delete.
        Tap the pencil icon in the upper right corner.
        Tap DELETE and confirm.
        Please note that you must have one payment method on your account at all times. If you wish to delete your only payment method, you'll need to first add a new one before any further booking requests can be made.

        Can I use a prepaid card?
        Prepaid cards are not accepted as a form of payment for Hire My Trailer as you will need to have $200 available for bond.

        I used the wrong payment method
        You can change your primary payment method anytime before requesting a booking. Unfortunately we are unable to reverse charges without incurring fees.

        Payment Options
        AT HMT, we value your payment security highly, which is why we only use a payment gateway that meets Australia’s tough PCI Compliance laws. To ensure safety and security only verified credit cards can be used.

Question 7

I cannot update my email or mobile number

Accepted Answer

I can't change my email or mobile phone?
        At Hire My Trailer we treat security seriously, therefore we recommend that customers associate only one mobile number to their account. Usage of multiple mobile numbers may inadvertently be flagged by our security and fraud team.
        All HMT accounts must have an email address and verified mobile number associated with the account in order to request a booking.
        If you are trying to change your email or mobile number on an existing account but receiving an error or if you are unable to sign up for a new account because your mobile number is already registered, please let us know here.

Question 8

How are cancellation processed?

Accepted Answer

Cancelling a Trailer booking
        If you need to cancel your booking early, notify the owner and use the app to cancel. Note that Cancellation fees will apply.

        I was incorrectly charged a cancellation fee
        If you were incorrectly charged a cancellation fee, let us know why here. Please make sure you've selected the correct booking. Cancellation fees are charged to compensate owners for lost bookings.
        When a booking is confirmed, you can use your app to cancel your booking. Your account may be charged a cancellation fee.depending on how much time has passed between when the owner accepted your request and when you cancel.

        Owner Declined my booking but I have a transaction on my credit card
        When you make a booking request, to ensure adequate funds are available, a credit card swipe is made. These funds are only collected if the booking is accepted.
        In the case where you have cancelled the booking before the owner has accepted, let us know and we can void the transaction to make the funds available sooner.

Question 9

I can't contact the owner or find their details

Accepted Answer

Accessing the Owner Details
        The Owners details are only made available once the booking has been accepted. When the booking is accepted you will receive a SMS and if you use the App, an In-App notification.
        It is important that you do not turn up on their door step.

Question 10

I've got issues with the hire

Accepted Answer

The owner did not make themselves available
        In this unfortunate circumstance, please Raise a Dispute by logging in to your account and providing the required information.
        HMT is committed to a community tool that all can use and trust.

        I did not hire this trailer
        Before contacting us about a booking you may not have requested, please check with family members or coworkers who might have access to your HMT account or payment method.
        If the booking location familiar, it’s possible someone used your account or your phone to make a booking.
        It’s also a good idea to regularly update your HMT account password. Visit www.hiremytrailer.com.au/reset_password to update your password anytime.
        If you believe you were incorrectly charged a cancellation fee, please Contact Us.

        The owner was rude
        As a renter, your ratings for owners help us improve booking quality. Owners who partner with HMT agree to maintain a high standard of professional service that includes being respectful and polite.
        If you believe you were incorrectly charged a cancellation fee, please go back and select I would like a refund > I was incorrectly charged a cancellation fee.
        If you feel that the owner did not meet your expectations, please let us know.

        I can't make a booking
        If a charge from HMT is declined by your payment method, you may be temporarily unable to request a booking.
        Your app will ask you to change your primary payment method. If this payment method is declined, please add a new payment profile and try again. Reach out to your bank to ensure your payment method is valid.

Question 11

Possible App or Web Issues

Accepted Answer

\"Unable to Determine My Location\" Error
        If your Android phone displays this error message, please check that your location services setting is ON.

        Head to Settings > Personal (header) > Location.
        Make sure Mode is set to High Accuracy.
        It is good practice to check that all apps on your phone are up to date:

        Open the Google Play store.
        Select Menu in the upper left corner.
        Head to My apps > Update All.
        \"Network Error\"
        If your app displays a network error message, please follow these steps:

        IOS

        Turn Wi-Fi OFF in Settings App > Wi-Fi.
        Turn Airplane Mode OFF in Settings App > Airplane Mode.
        Turn Bluetooth OFF in Settings App > Bluetooth.
        Turn Cellular Data ON in Settings App > Cellular > Cellular Data.
        In Cellular Data > Use Cellular Data For, check that Uber Partner app is enabled.
        After completing these steps, try connecting again. If you still receive a network error message, try a hard reset on your phone.
        Hold the power and home buttons for 15 seconds. Once the Apple logo appears, your phone will need about one minute to restart.
        You can also head to Settings > General > Reset > Reset Network Settings. Note this may delete all stored passwords from your phone.

        Android

        Turn Wi-Fi OFF in Settings App > Wi-Fi.
        Turn Airplane Mode OFF in Settings App > Airplane Mode.
        Turn Bluetooth OFF in Settings App > Bluetooth.
        Turn Cellular Data ON in Settings App > Cellular > Cellular Data.
        4. Turn Cellular Data ON in Settings App > Wireless and Networks (header) > More... > Mobile Networks > Data Enabled
        If these steps do not solve the issue, try restarting your phone by pressing and holding the power button and selecting Power Off or Restart.

        The owner was rude
        As a renter, your ratings for owners help us improve booking quality. Owners who partner with HMT agree to maintain a high standard of professional service that includes being respectful and polite.
        If you believe you were incorrectly charged a cancellation fee, please go back and select I would like a refund > I was incorrectly charged a cancellation fee.
        If you feel that the owner did not meet your expectations, please let us know.

        My app is freezing or crashing
        Try these troubleshooting steps

        Force quit. For an iPhone, double tap the home button, then swipe up on the HMT app card that displays. Reopen the app. For Android, press and hold the power button until the device turns off. Then press and hold the power button until your device powers back on.
        Hard reset. With an iPhone, press and hold both the Power button and Home button for 15 seconds. Your phone will display the Apple logo and require about a minute to restart.
        If you continue to experience issues, we can help you reset your network settings.
        With an iPhone, head to Settings > General > Reset > Reset Network Settings. This may result in all passwords being deleted.
        My app loading screen is frozen (Android)
        Your app may not open on Android devices if your device does not have a data connection. If the loading screen freezes, try verifying these settings: Turn Wi-Fi OFF by heading to Settings App > Wireless and Networks (header) > Wi-Fi.
        Some wireless networks interfere with the partner app connection to HMT. Set Airplane Mode to OFF in Settings App > Airplane Mode.

        If these two settings are both off but the loading screen still freezes, try restarting your phone:
        Press and hold the power button.
        Select Power off or Restart

Question 12

Safety and Security

Accepted Answer

My account may be compromised
        If you suspect that someone accessed or used your HMT account without authorisation, your account may be compromised. Indications of a compromised account include:

        Booking requests on your HMT account that you did not personally make
        completed bookings on your HMT account that you did not request or take
        phone calls or text messages from owners about pickup when you did not request a booking
        receipts for bookings on your HMT account that you did not make
        your account information changed without your knowledge
        being unable to sign in to your account
        your app being unable to find the email address you use to sign in
        If you are able to sign in to your account, select PROFILE from your app menu and then head to Forgot my password.
        If you cannot sign in, select Forgot my password on the login screen and follow the prompts. Please create a new and unique password.

        My email or phone number is in use when I sign up
        At HMT, we take security seriously, therefore we recommend that customers associate only one mobile number to their account. Usage of multiple mobile numbers may inadvertently be flagged by our security and fraud team.
        All HMT accounts must have an email address and verified mobile number associated with the account in order to request a booking.
        If you are trying to change your email or mobile number on an existing account but receiving an error or if you are unable to sign up for a new account because your mobile number is already registered please fill out the form below.

        Account Sharing
        If you suspect that someone else is using your account without your consent, please notify us immediately.

Question 13

Delete my HMT account

Accepted Answer

Delete my HMT account
        If you delete your HMT account, your account is permanently closed and unrecoverable.
        If you’re experiencing an issue with your account, payment, or device, please give us the opportunity to support you. We're here to help, and will be sorry to see you go.

Question 14

I am an owner, what should I know

Accepted Answer

Understanding Hire Rates
        Hire rates have been set and calculated to ensure that the pricing for any period of time for any type of trailer is well below the industry standard. This ensures you get the same or similar product that the big boys have but without the price and convenience.

        When do I get Paid?
        At the end of every hire and you have acknowledged that the trailer has been returned, we will transfer the money owed to your nominated account. Note that this may take a few days depending on the day and the banks processing timeframe.

        How are rates calculated?
        Hire rates have been set and calculated to ensure that the pricing for any period of time for any type of trailer is below the major industry players. This entices renters to utilise your trailer rather than a similar product from the big boys, putting money in your pocket.

        Paying taxes as an Owner
        The ATO position on the sharing economy and taxation is stated on the ATO website.
        You are advised to consult your accountant on how to handle income generated through Hire My Trailer.

What to do with a booking request

You've listed your trailer, now what do you do with the booking request

Receive a booking request

Confirm a Booking

the Rental Agreement

Contact the hirer

Pickup

Accept an Extension to a Booking

Decline an Extension to a Booking

Drop Off

Rate the Renter

Cancel a booking