i not sure a bout this one part of hiring is that you ask for a deposit and that what you hire out comes back the same way as when you sent it or you loose the desposit but on the other hand say if you hired a room for aweeding they wouldnt ask the bride to empty the ash trays at the end of the night perhaps you should look at the trading standards website i know it sounds drastic but it would let you know were you stand as well as your customers sorry this might not have helped much but let me know how you go on