By booking a demo, the customer agrees to take reasonable care of the racket and return it on time and in substantially the same condition in which it was received.
 

1. Refundable deposit

A refundable deposit is required before the racket is handed over or delivered. The deposit amount varies according to the value of the racket selected and will be confirmed before payment.

The deposit will be refunded after:

• the racket has been returned;

• Demo Padel has inspected it; and

• no new damage, loss, late-return charges or other amounts are due.

Refunds will normally be processed within two business days after the racket is received and inspected. The time taken for the funds to reflect may depend on the customer’s bank or payment provider.

Normal wear and tear will not be deducted from the deposit.
 

2. Condition at handover

Demo Padel will inspect and photograph the racket before every demo.

At handover or delivery, the customer must inspect the racket and confirm:

• its general condition;

• any existing scratches or marks;

• that the frame, faces, handle and wrist strap appear to be in working condition; and

• that the recorded condition is accurate.

Once the customer has accepted the racket, the customer will be responsible for any new loss or damage occurring during the demo period, subject to the courier provisions below.
 

3. Responsible use

The racket may only be used for normal padel play.

The customer must:

• use the wrist strap while playing;

• take reasonable care to avoid striking or scraping the racket against glass panels, fencing, the court surface, net posts or other hard objects;

• avoid throwing, deliberately hitting or abusing the racket;

• keep the racket away from excessive heat, water and prolonged direct sunlight;

• not remove frame protectors or alter the racket;

• not add weights, drill holes, sand the surface or make other modifications; and

• not lend or transfer the racket to another person without Demo Padel’s permission.

Occasional light contact with the glass or fence can happen during ordinary play. The customer will only be charged where the damage goes beyond reasonable wear and appears to have resulted from negligent, reckless or improper use.
 

4. Normal wear and damage

Normal wear and tear may include:

• light cosmetic scratches;

• minor superficial scuffing;

• ordinary overgrip wear; and

• marks that do not affect the racket’s structure, safety or performance.

Chargeable damage may include:

• a cracked or broken frame;

• cracks or deep damage to either racket face;

• exposed or separated internal material;

• structural deformation;

• a broken or loose handle;

• a damaged or removed wrist strap;

• severe chips caused by careless impacts;

• water, heat or vehicle-storage damage;

• deliberate alterations; or

• damage resulting from use outside normal padel play.
   

5. Deposit deductions

Demo Padel will not automatically retain the full deposit for minor damage.

Any deduction will be based on the reasonable cost of:

• repairing the racket;

• replacing damaged parts;

• restoring the racket where possible; or

• compensating for a proven reduction in its value.

Demo Padel will provide the customer with photographs and an explanation of any proposed deduction.

The full deposit may be retained where the racket:

• is broken beyond economical repair;

• is no longer safe or suitable for rental;

• has been lost or stolen;

• has not been returned; or

• has suffered damage broadly equivalent to the deposit amount.

Where the full deposit is retained because the racket is irreparably damaged, the customer may keep or collect the damaged racket after the matter has been settled. Ownership will only transfer once all amounts due have been paid.

Where the documented replacement loss exceeds the deposit, Demo Padel may request payment of the reasonable shortfall.
 

6. Return deadline

The booking confirmation will state the exact:

• demo start date and time; and

• return deadline.

The racket must be returned before the demo period expires, unless an extension has been agreed to in writing beforehand.

Approved return methods include:

• return to a pre-arranged drop-off location;

• collection by Demo Padel;

• return through an approved PUDO locker; or

• another return method agreed to in writing.

A return is only considered completed when:

• the racket has been handed back at the agreed location; or

• the parcel has been accepted and scanned into the approved courier or PUDO network.

Creating a waybill without handing over the parcel does not count as returning the racket.
 

7. Late returns

The customer must contact Demo Padel before the return deadline if a delay is expected.

Unless an extension has been approved, late returns may be charged at the current one-day demo rate for every additional day or part thereof.

If the racket remains unreturned and the customer cannot be contacted, Demo Padel may treat it as lost, retain the deposit and take reasonable steps to recover any outstanding loss.
 

8. PUDO return process

PUDO returns must be arranged or approved by Demo Padel in advance.

Before placing the racket into the PUDO locker, the customer must:

1. Request a unique one-time return PIN from Demo Padel.

2. Photograph both racket faces clearly.

3. Photograph the full frame edge, handle and wrist strap.

4. Include the one-time PIN visibly in the photographs.

5. Package and seal the racket according to Demo Padel’s instructions.

6. Send Demo Padel the photographs, tracking information and locker receipt.

The photographs must be taken immediately before packaging and dispatch. Demo Padel may request a continuous condition-and-packing video where additional verification is needed.

The deposit will remain pending until the racket has physically reached Demo Padel and has been inspected.
 

9. Courier loss or damage

Where Demo Padel arranged or approved the PUDO or courier return:

• the customer remains responsible for the racket until the parcel receives its first acceptance or locker scan;

• after that scan, Demo Padel will carry the transit risk, provided the customer followed the return and packaging instructions; and

• the customer will not be charged for courier loss or damage that was not caused by inadequate packaging or failure to follow instructions.

Where the customer uses an unapproved courier or return method, the customer remains responsible until the racket is received and inspected by Demo Padel.

Packaging, photographs, seals and boxes must be kept until Demo Padel confirms that the return has been completed without issue.
 

10. Loss or theft

The customer must notify Demo Padel immediately if the racket is lost or stolen.

Demo Padel may request:

• a written description of what occurred;

• supporting evidence; and

• in the case of suspected theft, a police case number.

The deposit may be retained and any documented replacement shortfall may remain payable.
 

11. Disagreements about damage

The customer may ask Demo Padel to reconsider a deduction by contacting Demo Padel within 48 hours of receiving the damage report.

Both the pre-demo and return-condition evidence will be reviewed, including:

• photographs;

• videos;

• the signed or accepted condition report;

• tracking records;

• packaging condition; and

• repair or replacement assessments.

No deduction will be made for ordinary wear or damage that cannot reasonably be linked to the customer’s demo period.