We accept any credit, debit or Mastercard including American Express. Online card payments are made through Stripe which is one of the biggest and most secure online payment systems in the world. It is used by websites such as Amazon, John Lewis, Monzo and Asos. You can find out more about them here: https://stripe.com/gb/payments

You can make your payment via our website or over the phone.

For bookings made over the phone we can also accept bank transfers.

We constantly review our systems to ensure we are offering you the most secure and safe ways to pay online.

Loving the kit and don’t want it to end? Director in the 400th take and there’s still 10 scenes to finish? If you are in the middle of a hire period and enjoying it so much you don’t want it to end, contact us directly and we will do our best to make it happen. If the kit is already booked elsewhere we will always try to offer a similar alternative. We can then send you a payment request which will need to be paid to secure your booking.

If you have made a booking in the future and want to change the time or length of the hire period contact us directly and we will always do our best to get you the dates and the kit you need. If the kit is already booked elsewhere we will always try to offer a similar alternative. We can then send you a refund / payment request based on the new order. Any refunds due will be processed straight away and payments will also be due immediately to secure the booking.

If you are struggling with the payment system for any reason, please contact us directly.

We can take card payments over the phone, send you a payment link or arrange for a bank transfer.

We are DEPOSIT FREEE!! Our secure method for verifying your ID means that we can offer deposit free hires. So you only pay for the cost of the hire itself.

If you are not able to complete the online ID verification for any reason, please contact us directly and we will do our best to help.

Stripe is an established, respected and secure online platforms for payment trusted by companies including Monzo, H&M, booking.com and asos.

You can find all the details about Stripe and how they keep you secure here – https://support.stripe.com and on their main website – https://stripe.com/gb

You can complete the online ID check here. Simply click on the link and follow the instructions on screen. https://signup.getmati.com/?merchantToken=5d13747b3ffc4a001ceacdf3

The online check is performed by Mati who are an established online identity verification company (they are used by companies like Allianz). They ensure that you really are who you say you are and this helps us to identify potentially fraudulent attempts to hire kit and keeps the hire industry and it’s customers safe. Checking your identity means we, and our insurers, can be reassured that our Kit is in safe hands.

The ID check involves uploading a copy your Passport or Driving Licence, proof of address, and also takes a short video of you which it then compares to the photo on your ID to check that it matches and that you’re real! Your proof of address will also need to match your delivery address.

If you have any questions about the online check, please feel free to get in touch with us and we will be happy to talk it through.

You can find more details about Mati on their website – https://getmati.com/index.html

Yes. Mati is compliant with all current UK Legislation including GDPR regulations. They take every measure to protect your privacy and confidentiality. You can find more details about the way they store and process your data on the ‘Security’ section of their FAQs. https://getmati.com/faq.html

We keep our prices and our insurers sweet with the online check. Checking your identity is a vital part of protecting our business, our customers and our Kit. But if you’re having problems, contact us directly and we will do our best to help.

Double check everything is as it should be – have you got all the documents needed? Are the pictures all in focus? Does the name and address match across all the documents?

If you’re still having issues or you don’t have all the documents required for the online check, contact us directly as we may be able to do a manual ID check or take a deposit as an alternative to the online check.

At the moment our online ID check online works with UK ID. So if you don’t have one of those, just contact us directly and we will do our best to help.

For businesses wishing to make large volumes of hires and be considered for a business account please contact us directly. If you are a business looking for the occasional hire the best option is for someone from the company to sign up as an individual and to proceed this way.

Once you’ve done the ID check you are then clear to hire as much as you like with no further checks. You will need to repeat the check if you change your address, or if you haven’t made an order for a long time. We will be in touch if we need you to repeat the check.

Yes.

If you already have an insurance policy which covers you that is absolutely fine. Just check not to add insurance at the checkout and then upload or email us a copy of your proof of insurance. Your insurance will need to cover for consequential loss of hire (the cost of disrupting other hires should equipment be lost or damaged) as well as for the cost of replacing or repairing kit. If there are any issues with the insurance you have we will get in touch and give you the option to adjust your existing insurance or add insurance through KitBag. 

If you don’t already have insurance or it does not cover you, you will need to purchase insurance. You can do this through any company including our partner Performance who specialise in this sort of insurance.

We cannot ship without proof of insurance and you will need to get this to us at least 72 hours before the first day of your shoot. If we don’t receive the insurance in time, and we have to cancel the booking, charges may apply.

Key things to check about your insurance:

– It needs to cover the whole of the ‘Hire Period’ so thats 1 day before your booking starts (as it will be delivered that day) and 1 day after (the day you will return it)

– It needs to cover the full value of the Kit

– It needs to include ‘consequential loss of hire’

– It needs to cover you for the area you are using it in, if you go abroad you need to let us know and your insurance needs to cover “Worldwide”

If you are at all unsure just get in touch and we can talk you through it.

If you are planning a production which is scheduled for 90 days or less, Performance can provide you with cover at a time that is convenient for you.

The Performance online system provides instant estimates as you choose your cover, so you can see at a glance what the likely cost is going to be.

Their cover is accepted by all major hire houses, is simple and easy for you to arrange – even outside of normal working hours. 

See their website or contact the directly for more information.

https://www.astonlark.com/performance/short-period-insurance

Please call or email hire@kitbag.tv for an exact figure if you are unsure but we recommend for a hire of a camera kit and a couple of lenses cover of at least £10,000.

Each camera kit usually equates to around £4,000 & for example pair that with a Canon 24-70mm (£1700) & Canon 70-200mm (£2,000) you are at a total value of £7,700.

You can arrange a (contactless / COVID secure) collection and return at a time to suit you from our office in New England House near Brighton Station (loading bay right outside so parking not an issue or you can walk from the station). We are pretty flexible and this can include early / evening / weekends. Give us a call or an email to arrange.

And for an extra bonus – all orders for collection have a £20 discount – just use the code “letscollect” at the checkout.

COVID-19 measures: We will meet you outside or in the loading bay if its raining so there will be no need to come into the office or into contact with others. We will be wearing a mask and ask that you do too if you are not exempt. 

Your order will be lovingly delivered to your door by DPD. On the morning before your shoot date you will receive a message from DPD giving you a one hour time slot for your delivery. Delivery can be any time before noon on the day before your shoot date.

The text will contain details on how to rebook / track your delivery through the DPD website and app.

Kit will arrive in PeliCases with full details of your order within the cases. Please check the kit is correct immediately on arrival and get in touch to let us know of any issues. You will need to let us know by 5pm if there is any issue with your order.

Orders will arrive on the morning before your shoot date you will receive a message from DPD giving you a one hour time slot for your delivery. Delivery can be any time before noon on the day before your shoot date.

The text will contain details on how to rebook or track your delivery through the DPD website and app.

If you miss your delivery please contact DPD straight away to try to arrange another delivery or for you to collect it from the local depot. Let us know too and we can try to help with this. Alternatively, DPD will automatically reattempt delivery the following day but please be aware that the hire will still be charged as booked.

If you decide that you will no longer go ahead with the hire you can arrange for it to be returned to us. We will then refund you any part of the hire which would be due a refund from the time it arrives back with us. This refund will be given in line with the refunds for cancellations (FAQ and Terms of Hire). If you want to discuss what refund would be due you can contact us directly and we can talk you through this.

Once it has left KitBag Humble HQ (about 48 hours before your shoot day), you can then track it using the tracking number and details via the DPD website or app.

Your order will be lovingly delivered to your door by DPD. On the morning before your shoot date you will receive a message from DPD giving you a one hour time slot for your delivery. Delivery can be any time before noon on the day before your shoot date.

The text will contain details on how to rebook or track your delivery through the DPD website and app. This will allow you to rebook a time the suits you for delivery.

If your delivery doesn’t arrive as you expect, contact DPD and KitBag immediately and we will chase the delivery for you. We love happy customers and will walk through (theoretical) fire to get your order to you in time for your shoot.

You can contact DPD or use the tracking number to track it via their website or app.

Kit will arrive in PeliCases with full details of your order within the cases. Please check the kit is correct immediately on arrival and get in touch to let us know of any issues. You need to let us know by 5pm that day if there is a problem.

We love happy customers and will walk through (theoretical) snake pits to get your order to you in time for your shoot.

Initially as part of our security process you will need to have your order delivered to your billing address. If you need to change the address for any reason please contact us.

Yes your butler, or any adult, can accept your order but they will need to sign for it. It is important, however, to check the kit as soon as possible after delivery to give time in the, very unlikely, event of any issues. So if your butler isn’t a camera buff, it may be wise to be about for delivery. Also it is important to bare in mind that whoever accepts the delivery – you are still responsible for it.

To return the kit simply pack it back into the PeliCase (please always make sure its in the condition you received it in, and let us know if its not). You will have a return label within the kit, so stick that on the front.

When you first book your hire you will be given the choice to either drop off the Kit to a DPD drop off point, or have it collected from your address by DPD.

If you drop it off you will need to ensure that the Kit is back at the drop off before 11am.

If it is collected then DPD will be in touch to arrange a collection and you will need to make yourself and the Kit available at the time you agree with them.

If you have any problems with the return please contact us straight away, if for any reason the Kit does not get back to us in time for the next lovely customer then it is important to remember you may be charged.

Generally DPD will arrange to come and reattempt collection the following day. However, a missed collection may mean extra costs for you and disrupt hire for other customers, so please get in touch with us and we will work with you and DPD to see how we can get it back in time to be turned around for the next lovely customer.

It is also worth contacting DPD as they may have some tricks up their sleeve. Please note costs may apply if we need to extend your hire period, we will ensure you are fully aware of them if these apply.

If your dog ate the camera, or some other misfortune has occurred during the hire period. Fear not. Contact us as soon as possible as we may need to get things organised quickly in order to honour the next customer’s hire.

You are responsible for the kit throughout the hire period, from the moment it is delivered to you until the moment you hand it back, so if something happens to the Kit in this time please get in touch and we will help you to work out the next steps.

The hire period does not end until the Kit is back with us safely and in good working order. We do reserve the right to pursue customers who damage or take kit and then do not pay for it. We will work with our insurers and the police, and take all action to recover costs as not doing so puts up hire costs for everyone and no one likes a spoil sport.

If the Kit has been stolen you need to tell the police and get a reference number as soon as possible. You also need to let your insurance company and us know ASAP.

We do like a joke but when it comes to your security we are deadly serious Shirley. Any details you give us will be securely stored in a server by our website hosts 1&1 Ionos. This will only be used by company employees on a strictly ‘need to know’ basis and we will never sell or share this information for marketing purposes. Information you share is only used to allow us to fulfil your order (eg. we share your postal address with the delivery company) or as we are required to keep by law (eg. for tax purposes). You can ask us to share with you or delete any information we hold about you at anytime, provided there is no legal reason why we cannot. You can see all the details about how we protect your privacy in our Privacy Policy.

Payment details will not be stored with ourselves directly but will be used and stored by the payment company (Stripe) and by Woo Commerce in line with their own privacy and data protection policies. This is the case for online or telephone payments and bank transfers.

ID verification data will also not be used or stored with us directly unless you require an additional manual ID check, in which case we will inform you beforehand and explain how this will happen.

Information is only shared with or gathered form other agencies such as the police and insurers if a Hirer breaks our Terms of Hire eg. theft or unpaid damage. In these cases we will share information with others but only in order to recover any debts or pursue a criminal case. The details of the cheeky little p**cks who steal equipment from hire houses are also shared among others within the industry to protect hire companies and their genuine customers from these individuals. If we do share your details in the case of theft or unpaid damage to equipment, we will remain civil and keep you fully informed of our decision to do so.

We will keep and use data in line with GDPR and any other relevant legislation in the UK.

You can see the security details of our partner organisations on their websites:

https://www.ionos.co.uk

https://stripe.com

https://getmati.com

We will never sell your details or share them for any commercial benefit. We take your privacy and security very seriously and will only even use or access you details on a ‘need to know’ basis.

The only time we will share your details is in the case of fraud, theft or unpaid damage. In this case we reserve the right to use any details we, or the above agencies we work with, hold to recover costs or pursue a legal case. This will be done alongside the police and our insurers. In these cases we also share the details of those involved with other hire houses as these people really are d*cks and make hire cost more for everyone.

You can see more details about this in our Terms of Hire and our Privacy Policy.

If the hire isn’t quite right for your shoot you can amend the order by contacting us directly and we can arrange to change the dates or kit on your order. We can then send you a refund / payment request based on the new order. Any refund will be processed as soon as possible, and payments will also be due immediately to secure the booking.

In light of COVID-19 we are currently waiving our cancellation fees to help companies and freelancers book kit without fear of missing out should their shoot get cancelled. Get in touch if you need to cancel and we will work with you to rearrange or process a refund. Please do note that orders for delivery do get posted to you up to 48 hours before, and so once that process has started your hire would be chargeable.

We will always strive to process your refund as quickly as possible and once processed the refund should be immediate. If your refund is requested out of working hours just bear in mind we are not robots and must sleep / go for Sunday lunch with the in laws on occasion, so we will deal with your refund as soon as we are able. We aim to have all refunds issued within 1 working day.

If you have used Stripe to pay the money will go straight back onto your card.

All cancellations & refunds made before the hire starts are currently fee-free in light of COVID-19.

Have last minute creative differences written off your shoot? Cameraman’s got a bad case of the pox? You can send it back any time and we will refund you any part of the hire which would be due a refund from the time it arrives back with us. If you want to discuss what refund would be due you can contact us directly and we can talk you through this.

If you have made and paid for an order but the ID check is not done or doesn’t work we will contact you via email and phone to try to sort this before your order is due to ship (about 48 hours before the first day of your shoot). You need to ensure you make contact with us if you have any problems with the ID check as we will not be able to ship without it.

We will do everything we can to support you in your hire. However, if you are uncontactable, it may be that you will be liable for some or all of the cost of the hire in line with our last minute cancellations policy.

We love happy customers. Hearing that someone liked their KitBag experience sends a shock wave of joy and spontaneous happy dances through the KitBag HQ. Make our day with a compliment in our inbox!

As much as we hope that we have met & exceeded your expectations we know that, like in any relationship, communication & listening is key. If you have an idea or some feedback on something that could be improved we would really love to hear. So don’t hold back, give it to us.

If your KitBag experience has not met your, or our, expectations – please do get in touch. Your experience, good or bad, is hugely important to us and we are always ready to hear complaints and learn from what has gone wrong. Lucas (KitBag chief geek) is happy to hear from you anytime & will work to do whatever is possible to rectify the situation. You can get him via the phone or on lucas@kitbag.tv