Frequently Asked Questions
Account & Registration
How long does account verification take?
Account verification typically takes 24-48 hours. We verify your identity documents and contact information to ensure platform security. You'll receive an email notification once your account is verified. During peak periods, verification may take up to 72 hours. You can track verification status in your profile settings.
Can I use Hammertime for business purposes?
Yes! We offer business accounts with additional features:
- Company registration and invoicing
- Multiple user access under one account
- Higher booking limits
- Dedicated account manager
- Monthly billing options
Contact us at
info@hammertimecreators.co.ke to set up a business account.
Payments & Escrow
What is the escrow system and how does it protect me?
Our escrow system holds payment securely until the rental is completed successfully. When you book equipment, your payment is held in escrow for 7 days after the rental ends. This protects renters from equipment issues and ensures owners receive payment for completed rentals. If there's a dispute, our team mediates and releases funds accordingly. Both parties are protected throughout the transaction.
What payment methods do you accept?
Currently, we accept M-Pesa payments for all bookings. When you confirm a booking, you'll receive an M-Pesa STK push notification on your registered phone number. Enter your M-Pesa PIN to complete payment. Payment must be completed within 10 minutes to confirm your booking. Card payments (Visa, Mastercard) and bank transfers will be available soon for verified business accounts.
How do equipment owners receive their payments?
Owners receive payments 7 days after the rental period ends (escrow hold period). This gives time to inspect returned equipment and resolve any issues. A 10% platform commission is deducted automatically. Payments are sent via M-Pesa to your registered phone number. You can track all earnings in your owner dashboard.
Bookings & Rentals
Can I cancel a booking and get a refund?
Yes, cancellation is possible with varying refund amounts based on timing:
- More than 7 days before rental: 100% refund minus KES 500 transaction fee
- 3-7 days before rental: 50% refund
- Less than 3 days before rental: No refund
- After rental starts: No refund, but disputes can be filed for equipment issues
Can I extend my rental period?
Yes, you can request an extension from your booking dashboard. Extensions are subject to equipment availability and owner approval. If approved, you'll pay for the additional days at the same daily rate. Request extensions at least 24 hours before your rental ends to avoid late fees. Late returns without approved extension incur 150% of the daily rate as penalty.
What areas do you service in Kenya?
We currently operate in Nairobi, Mombasa, Kisumu, Nakuru, Eldoret, Thika, Machakos, and surrounding areas. Equipment availability varies by location. Some owners offer delivery outside these areas for an additional fee. Check the equipment details page for specific delivery locations and costs. We're constantly expanding to new regions.
Equipment & Safety
What happens if equipment is damaged during my rental?
You're responsible for the equipment during the rental period. Minor wear and tear is expected, but significant damage must be reported immediately. The security deposit covers minor damage. For major damage, additional costs may apply based on repair estimates. Always:
- Document equipment condition at pickup with photos/videos
- Report any pre-existing damage before leaving
- Do the same at return
- Consider purchasing optional damage protection insurance
What are the requirements to list equipment?
To list equipment, you need:
- Verified account with valid ID
- Proof of equipment ownership or authorization
- Valid equipment documentation (registration, insurance)
- Minimum 5 clear, high-quality photos
- Accurate equipment specifications and availability
Equipment must be in good working condition and meet safety standards. Our team reviews all listings before they go live.
Do I need a license to operate rented equipment?
Many types of construction equipment require licensed operators. Requirements vary by equipment type:
- Excavators, cranes, forklifts: Certified operator required
- Generators, compressors: Basic training sufficient
- Scaffolding: Trained personnel for assembly
Check our
Safety Guidelines for specific requirements. Some owners offer equipment with certified operators for an additional fee.
Disputes & Support
How do I file a dispute or complaint?
To file a dispute:
- Go to your booking details in My Bookings
- Click "File Dispute" button
- Select the issue category
- Provide detailed description and upload evidence (photos, videos)
- Submit for review
Our support team reviews disputes within 24-48 hours. Disputes automatically extend the escrow hold period by 14 days to allow for investigation and fair resolution.
The website isn't working properly. What should I do?
Try these troubleshooting steps:
- Clear your browser cache and cookies
- Try a different browser (we recommend Chrome, Firefox, or Safari)
- Disable browser extensions temporarily
- Check your internet connection
- Try accessing from a different device
If issues persist,
contact our support team with details about the problem and your browser/device.
I'm not receiving email or SMS notifications. How do I fix this?
For email notifications:
- Check your spam/junk folder
- Add hammertimecreators@gmail.com to your contacts
- Verify your email address in profile settings
For SMS notifications:
- Verify your phone number is correct
- Ensure you haven't blocked messages from short codes
- Check if you have sufficient airtime (some carriers block promo SMS)
How do I contact an equipment owner directly?
You can message owners directly through our platform:
- Go to the equipment listing page
- Click "Contact Owner" or "Ask a Question"
- Send your message through our secure messaging system
All communication is logged for safety. Access your conversations anytime from
Messages. Avoid sharing personal contact details until after booking is confirmed.