How to handle late returns
A late return means the gear isn't earning and the next customer may be waiting. You can't stop every late return, but you can make the rules clear before the gear leaves and handle each one the same way.
Seven steps for late returns
- Put an exact return time on the agreement: A date alone leaves room to argue. Write the return date and time, and where the gear comes back to: your yard, or collected from site.
- Agree the late charge before handover: Say how lateness is charged, such as an extra hour, half day or day at your rate, or a set fee. When it's in the signed terms, it's a charge the customer agreed to, not a surprise.
- Say how to extend: Tell customers how to ask for more time (before the return time, not after) and that an extension depends on the gear not being booked. An extension agreed in writing is easier to bill than a hire that just runs over.
- Leave a buffer before the next booking: Allow turnaround time between hires, so one late return doesn't push the next customer back.
- Remind before it's due: A short message the day before, or on the morning of the return, gives the customer a chance to bring it back on time or ask for more time.
- Record when it actually came back: Note the return time, and the gear's condition, hours and fuel when it's checked in. Any late charge rests on that record.
- Follow up the same way every time: Contact the customer as soon as the gear is overdue, charge under your terms every time it applies, and note what was said. Consistency is fairer to customers and easier to explain.
How Signd helps with late returns
- Every agreement carries the start and return dates and your terms, including your late-return charge, signed before the gear leaves.
- Term summaries ask customers to tick your key points, like the return time and the late charge, before they can sign.
- The calendar shows bookings and what's due back, so you can see today's returns at a glance. (Signd Pro)
- Turnaround time keeps a machine unavailable after it's due back, for cleaning and checks. (Signd Pro)
- A return inspection records condition, hours and fuel when the gear is checked back in. (Signd Pro)
- With card on file and Stripe, charge an agreed late fee to the saved card after you review the amount. (Signd Pro)
Common questions
Can I charge for a late return?
If your signed terms say how late returns are charged, you are charging what was agreed. What you can charge, and how, depends on your terms and the law where you hire, so have your terms checked.
Does Signd charge late fees automatically?
No. You review and submit any charge under your terms. Card charges need Signd Pro and a connected Stripe account.
More guides
General information for hire businesses, not legal advice. Check your agreement and charges with your own adviser.