How Rollout Keeps Your Payments Safe and Secure

Hiring expensive civil construction equipment involves real money — sometimes thousands of dollars per day. When you pay for something through Rollout, you deserve to know exactly where your money goes, how it's protected, and what happens if something goes wrong.

This guide explains how Rollout's payment system works, why we chose Stripe, and how your money is protected at every stage of the hire.

Why Rollout uses Stripe

Rollout processes every payment through Stripe — the global payment infrastructure platform trusted by companies including Shopify, Amazon, Deliveroo, Lyft, and Airbnb.

We chose Stripe for several reasons:

• Security: Stripe is PCI DSS Level 1 certified — the highest tier of payment security certification. This means Stripe has been independently audited and confirmed to meet the most rigorous data protection standards in the payments industry.
• Protection: Stripe's infrastructure detects and prevents fraudulent transactions, protecting both hirers and owners.
• Global infrastructure: Stripe operates across 46+ countries with a 99.99%+ uptime — your payment is processed instantly and reliably.
• No data held by Rollout: When you pay through Rollout, your card details go directly to Stripe. Rollout never sees your full card number, CVV, or expiry date.

How the payment flow works

Step 1: You submit a hire request

Browse listings, select your dates, and submit a hire request. At this stage, no payment is taken — the request is sent to the machine owner for confirmation.

Step 2: Owner accepts your request

The owner reviews your request and accepts within 24 hours. Once they accept, Rollout prompts you to complete payment to confirm the booking.

Step 3: Payment is captured — and held

You enter your payment details (or use a saved card) through Stripe's secure payment form. The payment is captured — but it is held by Stripe and not released to the owner yet.

This is critical: your money is protected until the hire actually commences. If the owner cancels, or if the machine is not available as listed, your payment is refunded in full — automatically, back to your original payment method.

Step 4: Hire commences — funds released

When the hire start date arrives and you take possession of the machine, the payment is released to the owner via their Stripe Connect account. This release is automatic — no manual intervention required.

Step 5: Hire completes — leave a review

At the end of your hire, both you and the owner are prompted to leave a review. This builds accountability across the platform for everyone.

Rollout Stripe Connect — how owners get paid

Machine owners on Rollout connect a Stripe Express account when they sign up as an owner. This is a sub-account within Stripe's ecosystem that allows Rollout to hold and release funds on behalf of the owner, while keeping the owner's money in their own account with their own payout schedule.

Owners receive their payment minus Rollout's platform commission, paid out automatically on their connected schedule (typically 2–7 business days after the hire commences, depending on their bank).

Owners can access their Stripe dashboard at any time to view:

• Incoming hire payments
• Payout history
• Bank account connected for payouts
• Upcoming scheduled payouts

Cancellation and refunds

Rollout's cancellation policy applies to all bookings:

Refunds are processed automatically by Stripe back to your original payment method. Standard bank processing time applies — typically 5–10 business days for the refund to appear on your statement depending on your card provider.

Service fees

Rollout charges a small service fee to hirers on each booking. This fee is:

• Shown clearly at checkout before you confirm payment
• Included in the total shown — no surprise charges after you pay
• Non-refundable in the event of hirer cancellation (it covers the cost of processing the booking regardless of outcome)

Platform commission is charged to the owner (deducted from their payout) — not the hirer.

What if there's a payment dispute?

In the event of a billing dispute — a charge you don't recognise, a double payment, or a refund that hasn't arrived — contact Rollout support at support@rollout.net.au with your booking reference number. Rollout's team works directly with Stripe to resolve billing issues.

For disputes about machine condition, damage, or a hire gone wrong — see the disputes section in Rollout's terms and conditions.

Your card details are never stored by Rollout

Rollout's servers never see, process, or store your full card number. When you enter payment details in Rollout's checkout, that information goes directly to Stripe via an encrypted connection — Rollout only receives a tokenised reference that allows us to process the transaction without ever having access to the underlying card data.

This means:

• A data breach of Rollout's systems cannot expose your card number
• Rollout cannot charge your card for anything you haven't authorised
• Your payment details are managed to Stripe's PCI DSS Level 1 standards

FAQ

Does Rollout store my credit card details? No. Card details go directly to Stripe. Rollout never sees your full card number, CVV, or expiry.

When does the machine owner receive my payment? Payment is held by Stripe after booking confirmation and released to the owner once your hire commences.

What happens if I need a refund? Refunds depend on when you cancel — full refund if 7+ days before start, 50% if 3–7 days, no refund inside 3 days. Owner cancellations always receive a full refund.

Is Stripe safe? Yes. Stripe is PCI DSS Level 1 certified and processes hundreds of billions of dollars in transactions annually for millions of businesses globally.