Question 1

What is Locam ?

Accepted Answer

Locam is Canada's first audiovisual equipment rental platform. We connect professionals and audiovisual enthusiasts with the equipment they need.

Question 2

How does equipment rental work ?

Accepted Answer

Equipment owners list their devices on the platform. Renters can search, book and rent equipment for their projects. The platform handles payments and ensures transaction security.

Question 3

What types of equipment can I rent ?

Accepted Answer

You can rent all types of audiovisual equipment: cameras, microphones, lighting, accessories, drones, and much more. Each piece of equipment is verified by our team.

Question 4

Is the platform secure ?

Accepted Answer

Yes, we use the latest security technologies to protect your data and transactions. All payments are secure and your personal information is protected.

Question 5

Is there insurance for equipment ?

Accepted Answer

Yes, we offer comprehensive insurance that covers accidental damage and theft during the rental period. This insurance is included in our platform fees.

Question 6

How do I create an account ?

Accepted Answer

Click 'Sign Up' in the top right corner of the page. Fill out the form with your information and confirm your email. Your account will be active immediately.

Question 7

How do I modify my profile ?

Accepted Answer

Log into your account, go to 'My Profile' and click 'Edit'. You can change your personal information, add a profile photo, and manage your preferences.

Question 8

How do I delete my account ?

Accepted Answer

Contact our support team to request account deletion. We will process your request within 48 hours.

Question 9

How do I reset my password ?

Accepted Answer

Click 'Forgot Password' on the login page. Enter your email and follow the instructions sent by email to create a new password.

Question 10

How do I verify my account ?

Accepted Answer

We automatically verify new accounts. For manual verification, contact our team with a valid ID.

Question 11

How do I rent equipment ?

Accepted Answer

Search for the desired equipment, select your rental dates, fill out the booking form and make the payment. The owner will receive a notification and confirm your booking.

Question 12

How do I list my equipment ?

Accepted Answer

Log into your account, go to 'Add Equipment' and fill out the form with your equipment details, photos and rates. Our team will verify the information before publication.

Question 13

What if the equipment is damaged ?

Accepted Answer

Contact our support team and the owner immediately. Take photos of the damage. We have insurance that covers accidental damage.

Question 14

How do I cancel a booking ?

Accepted Answer

Go to 'My Bookings' and click 'Cancel'. Refund conditions depend on the cancellation period. See our terms and conditions for more details.

Question 15

What if the equipment doesn't work ?

Accepted Answer

Contact the owner and our support immediately. Take photos or videos of the problem. We will help you resolve the situation quickly.

Question 16

What payment methods do you accept ?

Accepted Answer

We accept credit cards (Visa, Mastercard, American Express), PayPal and bank transfers for high amounts.

Question 17

How do platform fees work ?

Accepted Answer

We charge a 10% commission on each rental to cover platform fees and customer support.

Question 18

When will I receive my refund ?

Accepted Answer

Refunds are processed within 5-7 business days. You will receive a confirmation email once the refund is processed.

Question 19

How does billing work ?

Accepted Answer

You will receive a detailed invoice by email after each transaction. All your invoices are available in your personal space.

Question 20

Are there hidden fees ?

Accepted Answer

No, all our fees are transparent and clearly displayed before confirming your booking. No additional fees will be added.

Question 21

How does the cancellation and refund policy work ?

Accepted Answer

Our cancellation policy is clear: cancellation 3+ days before = 100% refund, 1-3 days before = 75% refund, less than 1 day = no refund. Platform fees (10%) are never refunded for renters.

Question 22

What are the cancellation deadlines ?

Accepted Answer

You can cancel up to 1 day before the rental starts. Cancellations 3+ days before give a full refund, 1-3 days before a partial refund (75%), and less than 24h no refund.

Question 23

Why are platform fees not refunded ?

Accepted Answer

Platform fees (10%) cover our operational costs and customer support. They are charged as soon as the booking is confirmed and are not refunded, even in case of cancellation.

Question 24

What happens if the owner cancels my booking ?

Accepted Answer

If the owner cancels, you receive a full refund (100%) of your payment, including platform fees. The owner may be penalized according to our terms of use.

Question 25

How long does it take to receive a refund ?

Accepted Answer

Refunds are processed immediately by our system and appear on your bank account within 5-10 business days depending on your bank. You receive a confirmation email as soon as processing is complete.

Question 26

The site won't load, what should I do ?

Accepted Answer

Check your internet connection, clear your browser cache and try reloading the page. If the problem persists, contact our technical support.

Question 27

I don't receive confirmation emails

Accepted Answer

Check your spam folder and add our email address to your contacts. If the problem persists, contact our support.

Question 28

How do I report a bug ?

Accepted Answer

Use the contact form at the bottom of this page or send an email to info@locam.ca with the problem details.

Question 29

The mobile app doesn't work

Accepted Answer

Make sure you have the latest version of the app. If the problem persists, uninstall and reinstall the app.

Question 30

How do I contact technical support ?

Accepted Answer

You can contact us by email at info@locam.ca, by phone at 1-800-XXX-XXXX or via the contact form on our website.

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