What is Lend'emOut?

Lend'emOut connects people that need items and services with those that can provide them.

People that need things (for e.g., tools, equipment, etc.) for a short duration can save money by renting or borrowing from others that already own them. People that own things that they do not use often can earn money by renting to others that need them.

People can also lend their services (for e.g., help in lawn work, moving, repairs, etc.) in and around their neighborhoods to those that need it and earn money.

Check out a visual overview here.

How does it work?

If you need things

• Search for the item you need
• Book the item for the desired dates
• Rent, use and return the item to the owner when you're done

Check out a visual overview here.

If you own things

• List your item
• Respond to questions and booking requests from prospective renters
• Rent it out and collect it when the renter is done using it

Check out a visual overview here.

It's Safe & Secure

• We do not share your personal information with any third parties
• We provide a messaging system to communicate with other users
• We provide a secure platform to transfer payments
• We provide an easy claims and dispute resolution process to
  • receive repair/replacement costs for damages to your items
  • receive payments for late returns
  • pay or receive payments for extra services related to the booking
  • handle refunds for any issues related to the transactions
  • raise issues with bookings
• We strive to make every transaction easy, safe and enjoyable.

Wait, there's more!

• We provide pick up and return services (currently free of cost, for a limited time).
  • If you're renting, you can schedule a time to have item picked up from the owner and delivered to you. Once you're done, you can have it picked up from you and returned to the owner.
  • Likewise, if you're the owner and would like to provide delivery and return pickup services for your items, we can help. You can spend less time worrying about logistics and more time on things that you enjoy.
• We provide fast support to answer any questions or assist with transactions
• We provide a fair dispute resolution system to help with any issues during your transaction

Is Lend'emOut free to use?

Lend'emOut is free to sign up, create your listings and discover listings from others.

We charge a service fee of 10% (which is deducted from the booking total) on bookings made online. For e.g., your listing is priced at $50/day and a renter books your listing for two days, you will receive $90 (that is, 2 x $50 = $100, minus the 10% transaction fee).

How to create an account?

If you don't have a Lend'emOut account yet, create one here

You can use your email address or sign up through Facebook. Signing up and creating a Lend'emOut account is free, whether you're looking to rent from others or list your items!

Why is my account deactivated?

Lend'emOut may suspend or deactivate your account, as outlined in our Terms of Service.

As part of our efforts to maintain a helpful, safe and trustworthy platform for our users, we periodically review activity on the platform and may deactivate any account that violates our Terms of Service. We may do so with or without notifying you.

How to change my account and profile information?

To change your account and profile information:

• Click the 'Account' link at the top (right side) of the page on the website or mobile app.
• Change the information in different sections of your profile

Who is an Owner or Service Provider?

Owners and Service Providers are users that create the listings on Lend'emOut. For all intents and purposes throughout the platform (unless explicitly differentiated), all users that create listings are referred to as 'Owners'.

How do listings work?

Listings provide information about your item or service. You can upload photos, set the rental price and security deposit, set available dates, explain your terms & conditions, etc. And, above all, listing on Lend'emOut is free and easy.

You can create two types of listings:

• Items:

  If you own items that you are not using at the moment, you can lend them out to others that need those things and make money.

  Here's how it works:

  • You create a listing for your item with the desired rental price, deposit, terms, etc.
  • You respond to questions and booking requests from prospective renters
  • You rent the item out and get it back when they're done
  • For online bookings, you are paid automatically. For offline dealings, you collect your rent.
  
  

• Services:

  If you have skills that are useful to others, you can lend a hand to others and help them in their tasks and make money.

  Here's how it works:

  • You create a listing for your service with the desired price, available dates, terms, etc.
  • You respond to questions and requests from prospective clients
  • You provide the service as agreed and collect your fee.
  
  

So, what are you waiting for? List your things and start making money!

How to create a new listing?

You need to be logged in to create a listing. If you don't have a Lend'emOut account yet, create one here

To create a new listing:

• Click on the 'New Listing' link on the top (right side) of the page on the website or mobile app.
• Choose the type of listing you want to create. For listing items, choose 'I want to lend things to others'. For services, choose 'I want to help others'.
• Provide a name and description of the item or service
• Choose a category for the listing.
• Upload a good quality photo of the item. If you are providing a service, upload a picture of your logo or establishment or yourself. Look here for more information on photos.
• Add the location where the item is located.
• Add your pricing information.

• You can choose to add a security deposit. Security deposit is the maximum amount you expect to be reimbursed, if your items are lost or damaged when in possession of the renter.

  In case of online bookings, any loss or damage to your items is handled using claims (which automatically enforce the security deposit). Click here to learn more.

  In case of offline transactions, you are responsible for handling security deposit and any other monetary transactions with the renter. Lend'emOut is not involved in offline transactions.

• If you are willing to deliver and/or pick up the item back from the renter, you can enter your delivery/pickup charges. These amounts will not be charged up-front
• Choose your listing's availability. By default, all dates are available. You need to choose the dates when your listing is not available.
• Enter your rental terms and conditions. You are expected to disclose all terms here. Any promises or terms made or agreed by you or the renter outside Lend'emOut platform are not enforceable by us.
• Confirm that you have read and agree to Lend'emOut policies.
• Click the 'Publish' button to post your listing.

You can preview your listing anytime using the 'Preview' link at the bottom of the page. You can come back to your listing from the preview page using the 'Review and Publish' link on that page.

Once you've published the lsiting, share it with your friends and family and on your preferred social networks. The more you share, the more you have a chance to rent your item out.

How to view my listings?

Click the 'Account' link at the top (right side) of the page on the website or mobile app.

You can then select the following links in the sidebar on the left to view your listings.

• My Listings

  This shows the listings that you have published. These listings are visible to others.

• Unpublished Listings

  This shows the listings you are working on. There are two types of listings you will find here:
  • New listings that you have not published yet. These listings will not visible to others until you publish them.
  • Listings that you have already published earlier, but you're currently modifying. These are visible to others. However, your modifications will not be visible to others until you publish the edits.
  • Listings that you have already published earlier and then inactivated, but you're currently modifying. These will not be visible to others until you publish the edits.
  
  

• Inactive Listings

  These are listings you have published earlier and then removed. These are not visible to others.

How to modify my listing?

To modify a listing:

• Click the 'Account' link at the top (right side) of the page on the website or mobile app.
• If you want to edit an active listing, select 'My Listings' in the sidebar on the left to view your active listings. Click the 'Edit' button next to the desired listing to modify it.
• If you want to access a listing that you are already editing earlier, select 'Unpublished Listings' in the sidebar on the left. Click the 'Edit' button next to the desired listing to modify it.
• If you want to edit an inactive listing, select 'Inactive Listings' in the sidebar on the left. Click the 'Edit' button next to the desired listing to modify it.

How to deactivate my listing?

To deactivate a listing:

• Click the 'Account' link at the top (right side) of the page on the website or mobile app.
• Select 'My Listings' in the sidebar on the left to view your active listings. Click the 'Remove' button next to the desired listing to inactivate it.
• The listing will no longer be visible to others and will not show up in search results.
• The listing will be moved to the 'Inactive Listings' section, should you wish to access it later.

Can I add photos or videos to my listing?

You can add photos or GIFs to your listing. Adding videos is not supported at this time.

• Must be one of the following formats - JPG, JPEG, PNG, GIF
• Must not exceed 10 MB in size
• Must be relevant to the listing
• Must represent the item(s) or service(s) in their current condition

How to share my listing with others?

To share a listing:

• Click the 'Account' link at the top (right side) of the page on the website or mobile app.
• Select 'My Listings' in the sidebar on the left to view your active listings. Click the 'View' button next to the desired listing to open it.
• Now you can share the listing using either of these two methods:
  • Click the 'Share' button above the listing title. It shows a list of options to share the listing with (e.g. Facebook, Google+, Twitter, Pinterest, Email). Select the desired option to share your listing with others.
  • Alternatively, you can also copy the URL of the page and share it with others using email, chat or other means.

How much should I charge for my lsting?

You are free to decide the price to charge for your listing. To help list your items competitively, we recommend you search comparable listings in your area, retail websites and classifieds (craigslist, etc.) to get an idea of market prices.

• Clear description
• Quality photos
• Detailed terms
• Good reviews
• Any additional services you provide (e.g. delivery and return pick up, help with the items you rent, etc.)

Can I set up weekend/seasonal/custom pricing?

No. Unfortunately, we do not offer a way to set up special pricing options at the moment. Do not despair though, as we are working on it and will update you as soon as we are ready.

What can I list on Lend'emOut?

Lend'emOut is marketplace to share things and help others. Most items that you own and are willing to share with others legally in your jurisdiction can be listed here. Likewise, most services that you can legally provide in your jurisdictions can be listed here.

Please refer to the Terms Of Service for more details in this regard. We may periodically review the listings and may exercise our discretion to restrict a listing or penalize a user's account if it violates our terms.

How can I protect my items from loss/theft/damage by the renter?

There are a few things you can do to protect your items

• Conduct Transactions Online

  Lend'emOut does not restrict you from renting your items offline (that is, communicating with prospective renters and/or conducting monetary transactions outside the Lend'emOut platform). However, doing so will limit your ability to get compensated for the repair/replacement cost of your items, if they are damaged, lost or stolen during the rental period. In other words, you will be responsible for your items and transactions. Lend'emOut will not be able to help in such cases.

  When you conduct transactions online, you will have the ability to raise a claim to receive the repair/replacement cost of your item(s) that are damaged, lost or stolen during the rental period. Please read more about the claims process here. By using Lend'emOut's messaging and payment systems, you will have a record of your communication and monetary transactions with the renter. This will, in turn, help in making the whole process transparent and easier to resolve any disagreements or disputes that may arise.

• Use Lend'emOut's Support & Services

  To make the whole rental process easier, Lend'emOut provides a few services to you. Do not hesitate to make use of them.

  • Support

    Lend'emOut support is free. If you have any questions or problems regarding rentals, bookings, payments or any other services offered by Lend'emOut, feel free to contact us immediately. It doesn't cost a thing.

  • Claims

    In case of any damages, loss or theft of your items, you can create a claim to get the repair/replacement cost. This is available for online transactions only.

  • Messaging

    Use the messaging system available on the Lend'emOut platform to communicate with others. This way, you will have a record of the conversations that you can easily refer to, in case of any disputes.

  • Payments

    With our easy payments platform, you can charge and refund renters easily. You can also process adjustments to the original booking amount like refunds for early returns, charges for extra services and late returns, etc. This way, you can worry less about how and when to collect your rent and focus more on things that matter. This is available for online transactions only.

  • Delivery and Return Pickup

    Lend'emOut offers delivery and return-pickup services for its customers (owners and renters). With this service, you can maintain your privacy and anonymity and still have a hassle-free approach to renting your stuff. Learn more about it here. This service is free for a limited time. Try it out today.

• Insurance

  We also recommend having a personal property insurance coverage and/or extended warranty for your items, especially for expensive items. While we will do all we can to help you get the repair/replacement costs for any damage or loss of your items, having insurance always helps.

• Caution & Discretion

  We recommend that you exercise caution and discretion at all stages of the renting process. While we strive to provide a safe and secure platform to conduct these renting transactions, the items still belong to you. You decide what items you wish to rent and to whom.

  For e.g.
  • If an item is so valuable to you that it cannot be replaced by monetary compensation or by a similar item (e.g., rare collectibles, items that you associate with sentimentally, etc.), think twice before listing or renting it.
  • If the item you listed needs specific skills to operate, you may choose to rent it to only those that can operate it properly.
  
  

• Demos & Instructions

  To minimize chances of damage to your items, where possible, do the following:
  • Demonstrate the operation of an item before handing it over to the renter.
  • Provide a copy of the item's Manual/User Guide/Operating Instructions to the renter, along with the item.
  
  

How do I give the item to the renter?

Picked up by the renter

The renter may choose to pick up the items himself/herself. In such case, he/she is required to contact you ahead of the start date and schedule a time and place that is acceptable to both of you. He/She is required to meet you at the agreed upon time and place and pick up the item. Make sure you are available when the renter arrives for the pick up. Make sure you exchange the booking start codes with the renter.

Delivered by you

If you agree to deliver the item to the renter, communicate with him/her ahead of the start date and schedule a time and place that is acceptable to both of you. To ensure a safe and trustworthy transaction, make sure the person receiving the item is the renter and not someone else. If someone else is picking up on the renter's behalf, the renter must inform you in writing (by sending a message to your Lend'emOut inbox) ahead of the delivery. Make sure you exchange the booking start codes with the renter.

Delivered by Lend'emOut

Either the renter or you can choose to have the item deilvered by Lend'emOut. In such case, we will pick the item from you and deliver to the renter. To ensure a safe and trustworthy transaction, we require that the item be given to us by you. If you wish to authorize someone else to provide the item to us on your behalf, you must inform us about it in writing (by sending us a message from your booking page online) ahead of the scheduled time. We will exchange the booking start codes with the renter.

How do I get item back from the renter?

Picking up on your own

If you choose to pick up the item from the renter, please contact him/her ahead of the pick up and schedule a time and place that is acceptable to both of you. Meet the renter at the agreed upon time and place and pick up the item. To ensure a safe and trustworthy transaction, we recommend that you collect the item from the renter only. If the renter wishes to authorize someone else to return the item on their behalf, the renter must inform you in writing (by sending a message to your Lend'emOut inbox) ahead of the delivery. Make sure you exchange the booking end codes with the renter.

Returned by the renter

If the renter chooses to return the item directly, he/she will contact you and schedule a time and place that is acceptable to both of you. Make sure you are available when the renter comes to return the item to you. To ensure a safe and trustworthy transaction, we recommend that you collect the item from the renter only. If the renter wishes to authorize someone else to return the item on their behalf, the renter must inform you in writing (by sending a message to your Lend'emOut inbox) ahead of the delivery. Make sure you exchange the booking end codes with the renter.

Returned by Lend'emOut

Either the renter or you can choose to have Lend'emOut handle the return pick up. In such case, we will pick the item from renter and return it to the you. To ensure a safe and trustworthy transaction, we require that you must collect the item from us. If you wish to authorize someone else to collect the item from us on your behalf, you must inform us about it in writing (by sending us a message from your booking page online) ahead of the scheduled time. We will exchange the booking end codes with the renter.

How can I process refunds to the renter?

You can submit a claim to refund the renter after your items are returned. Click here for more information.

How can I charge rent for late returns?

You can submit a 'Late Return Charge' claim after the item is returned. Click here for more information.

What do I do if the renter damaged my item?

You can submit a claim to request payment for repair or replacement of the items damaged by the renter. Click here for more information.

What do I do if the renter did not return my item?

You can submit a claim to request payment for repair or replacement of the items not returned by the renter. Click here for more information.

How can I charge renter for extra services?

You can submit a claim to request payment for the extra services you provided to the renter. Click here for more information.

How can I report issues to Lend'emOut?

You can submit a claim to report any issues you had with the booking. Click here for more information.

Who is a Renter or Service User?

A Renter is a user that rents (or seeks to rent) items from the owners of the listings. A Service User is a user that hires (or seeks to hire) the services of others that created 'Service' listings.

For all intents and purposes throughout the platform (unless explicitly differentiated), Renters and Services Users are referred to as 'Renters'.

How does renting/hiring work?

• find and rent items from other people in your area
• find and hire other people in your area with certain skills to help you

Renting and hiring is easy and hassle-free. Here's how it works:

• Items
  • Find a listing for the item you want. Check the photos, prices and the rental terms set by the creator of the listing.
  • Contact the owner and ask any questions you have
  • Book the listing online for your desired dates and pay online
  • Get the item from the owner on the day the booking starts
  • Return it when you're done
  
  
• Services
  • Find a listing for the service you want. Check the description, photos, prices and the terms set by the creator of the listing.
  • Contact the owner of the listing and ask any questions you have
  • Set up a date to receive the help/service offline. Note: Online bookings are not available for services, at this time.
  • Pay the other person when they are done

So, what are you waiting for? Start renting and hiring and save money!

How to seach for listings?

• Click the 'Search' link at the top of the page (right side) from anywhere on the website or mobile app.
• Enter the item name or keyword, location, distance from the location, pricing, then click Search.
• You will be presented with the listings that match your criteria along with the location and rental prices.
• Please note that the location displayed is only accurate to the city and postal code level.
• You can open each listing to view additional information about it.
• When you're ready to book, send a message to the owner to ask additonal questions or to confirm the availability on your desired dates. Click the 'Book' button on the listing details page.

How to find if a listing is available?

Open the listing and check the 'Availability' section. While we urge the listing creators to always keep the availability dates up-to-date, we cannot guarantee the accuracy of the availability dates on each listing. We strongly recommend that you always contact the owner before you book to be sure that the listing is available for your desired dates.

How to book a listing?

• Open the listing you want to rent.
• Click the 'Contact' button to send a message to the owner to ask them about the availability or any other details pertaining to the listing.
  • We always recommend this step to ensure you have a smooth rental experience.
  • It helps clarify any questions you or the owner have and considerably speeds up the booking request acceptance process.
• When you are ready to book, click the 'Book' button.
• Enter the start and end dates.
  • You will be charged for the whole day for the start day and the end day, irrespective of what time of the day you pick up or return the item. That is, if you pick up the item at 8:00 AM on Jan-1-2016 and return it at 2:00 PM on the same day, you will be charged rent for one day. Likewise, if you pick up the item at 6:00 PM on Jan-1-2016 and return it at 10:00 AM on Jan-2-2016, you will be charged rent for two days.
  • The end date is the day you are expected to return the item, unless the owner agrees in writing to accept the item later for no extra cost.
  • You are expected to contact and check with the owner regarding the availability of the listing for the start and end dates you have chosen for the booking.
• If you have not set up a payment method yet, add a new payment method. If not, choose an existing payment method.
• Tell a few words about yourself, how you intend to use the item and any other information to help the owner process the request quickly.
• Hit the 'Next' button at the bottom of the page.
• Review the booking information.
• Click the 'Book' button to submit the booking request and wait for the owner to make a decision.

What happens after booking?

After you submit a booking request, the owner is notified. He/she will review the request and may:

• Contact you for additional details

  The owner may contact you for additional details to make a decision.

• Accept the booking request

  When the owner accepts the request, your payment method will be charged for the total booking amount.

• Decline the booking request

  If the owner declines the request, no charge or authorization will be made on your payment method. You are free to book another listing. If you cannot find another listing for a similar item, send us a message via the Contact Us form.

How do I cancel a booking?

• Go to the 'Bookings Submitted' section under your Account.
• Click the 'Cancel Request' link on the booking request you want to cancel.

See Cancellation policy and Renter's Refund Policy for more details.

• Go to the 'Bookings Received' section under your Account.
• Click the 'Cancel Request' link on the booking request you want to cancel.

How do I receive the item from the owner?

Picking up on your own

If you choose to pick up the item from the owner, please contact them ahead of the start date and schedule a time and place that is acceptable to both of you. Meet the owner at the agreed upon time and place and pick up the item. Exchange the booking start codes with the owner.

Delivered by the owner

If the owner agrees to deliver the item to you, contact him/her ahead of the start date and schedule a time and place that is acceptable to both of you. Make sure you are available when the owner delivers to you. Exchange the booking start codes with the owner.

Delivered by Lend'emOut

If you have scheduled the deilvery with Lend'emOut, we will pick the item from the owner and deliver to you. Make sure you are available at the scheduled time when we deliver to you. We will exchange the booking start codes with the owner.

How do I return the item to the owner?

Returning on your own

If you choose to return the item to the owner, please contact the owner ahead of the end date and schedule a time and place that is acceptable to both of you. Meet the owner at the agreed upon time and place and return the item. Exchange the booking end codes with the owner.

Collected by the owner

If the owner agrees to pick up the item from you, contact him/her ahead of the end date and schedule a time and place that is acceptable to both of you. Make sure you are available when the owner comes to collect the item from you. Exchange the booking end codes with the owner.

Collected by Lend'emOut

If you have scheduled the return through Lend'emOut, we will pick the item from you and return it to the owner. We will call you ahead of the end date and schedule a convenient time to collect it from you. Make sure you are available to return the item to us at the scheduled time. We will exchange the booking end codes with the owner.

What to do if I cannot reach the owner?

Please send a message to the owner using the using the messaging system on Lend'emOut, so everyone has a record of the communication. We recommend giving the owner a reasonable amount of time to respond to your messages or to make a decision on the booking request. Most owners respond promptly.

If the owner does not respond, please contact us.

What if the owner does not honor the confirmed booking?

The owner is expected to honor the confirmed booking. If your booking has started and the owner does not provide the item or service, or is unreachable, contact us immediately. We will try to resolve the issue or find you a comparable item or service from another owner. If not, you may be eligible for a refund as per the Renter's Refund Policy.

What if the item/service I received from the owner is of poor quality?

We expect the listings on Lend'emOut to conform to certain minimum quality standards. We want renters and owners have an enjoyable experience. However, if you receive an item or service that is of poor quality, contact us immediately. We will try to resolve the issue or find you a comparable item or service of better quality from another owner. If not, you may be eligible for a refund as per the Renter's Refund Policy.

What if I have any other issues with the rental?

We want renters and owners have an enjoyable experience. If you run into any issues with the transaction, contact us immediately. Depending on the nature of the issue, you may be eligible for a refund as per the Renter's Refund Policy.

Can my someone else pick up or receive the items on my behalf?

• If you have authorized Lend'emOut to pick up on your behalf
• If the owner has agreed to deliver the item to you.

Even in the exceptions stated above, you must be the one receiving the item from Lend'emOut or the owner. If you want someone else to receive the items on your behalf, you must notify the owner ahead of the scheduled time.

For any transactions done offline, it is up to you and the owner to ensure a safe and trustworthy transaction. We are not responsilbe for such transactions.

How early can I book a listing?

You can book a listing not more than 30 days before the potential start date.

How long can I rent the items?

There is no restriction. You can rent the items as long as the owner allows you to.

Can I book on behalf of someone else?

No. We want Lend'emOut to be a place people can share their items in a safe, transparent and trustworthy environment. To maintain the platform as such, we build a reputation for each person by means of reviews, verifications and other methods. So, we require each person to book on his/her behalf only.

Instead of booking for someone else, please refer them to Lend'emOut.

Where can I view my booking requests?

• You can view the booking requests you submitted in the 'Bookings Submitted' section under your Account.
• You can view the booking requests you received in the 'Bookings Received' section under your Account.

How to modify a booking request?

You cannot modify a booking request at this time. If the booking request has not started, please cancel and submit a new booking request.

If you wish to extend a booking that has already started, submit a new request for the extended dates.

What if the item I want is not listed?

If the item you are looking for is not listed on Lend'emOut, contact us. We will try to find one on your behalf.

How do I pay for the rental?

For online bookings, you are required to pay with a credit card. Your card will not be charged until the owner accepts your booking request.

You can add or view your payment methods through the Payments link under your Account. Alternatively, you can also add a new payment method or choose an existing one while booking the desired listing.

We are working on adding other forms of payment like Paypal and Venmo in future.

Can I pay for the rental with more than one payment method?

No. Currently, we do not offer a way to pay the booking with multiple payment methods.

When will I be charged?

You will be charged when your booking request is accepted by the owner. If you cancel the request before the start date, the money will be refunded in full.

How do I add a payment method?

• Click the 'Account' link at the top (right side) of the page on the website or mobile app.
• Select 'Payments' in the sidebar on the left.
• Select 'Add New Payment Method' on the right side.
• Enter your credit card information and save.

Currently, we only accept credit card payments. We are working on adding support for Paypal and Venmo in future.

How do I update my credit card details?

• Click the 'Account' link at the top (right side) of the page on the website or mobile app.
• Select 'Payments' in the sidebar on the left.
• Select the 'Update' button against the payment method you wish to update, on the right side.
• Enter the updated credit card information and save.

You are only allowed to update the card holder name, expiration date and the billing postal code on an existing credit card.

When will I get paid?

• We hold the payments from the renter until 24 hours after the booking start date, to give you and the renter enough time to make sure everything goes as expected.
• Once past the 24 hour mark, the payments should be disbursed into your account within 1-2 business days.

How much will my payout amount be?

It will be the total amount of the booking, minus the transaction fee listed on the booking request. Currently, the transaction fee is a flat 10% on all bookings. However, we may run promotions from time to time that may waive or reduce the transaction fee for a limited time.

For e.g., if the renter books a listing priced at $50/day for two days, your payout will be $90 (that is, 2 x $50, minus the 10% transaction fee).

How do I add a payout method?

• Click the 'Account' link at the top (right side) of the page on the website or mobile app.
• Select 'Payments' in the sidebar on the left.
• Select 'Add New Payout Method' on the right side.
• Enter your bank account information and save.
• Your payout method may show in 'Disabled' status for a few minutes, while we await the response from the payment processor.
• If everything goes well, the status changes to 'Active' and you are ready to receive payments on the payment method.
• If there is a problem, the status remains in 'Disabled' and a message describing the nature of the problem will be presented to you. Depending on the nature of the problem, you may also receive an email explaining the problem and resolution.
• If the status remains 'Disabled' and no message describing the problem is displayed, please remove and add the payment method again or contact support.

Currently, we only allow payouts to bank accounts. We are working on adding support for other forms of payouts in future.

How do I modify a payout method?

You cannot update a payout method once it is added. Please add a new payout method and remove the old one.

Also, note that you cannot remove a payout method if there is a pending payout being processed to it.

Where can I see my payouts?

• Click the 'Account' link at the top (right side) of the page on the website or mobile app.
• Select 'Transactions' in the sidebar on the left.
• The entries with the type as 'Payout' show the payouts.
• The 'Status' on each payout shows the current status of the payout (Pending, Processed, Cancelled).

Please note that we hold the payments until 24 hours after the start date of the booking, before releasing it to you (the owner). However, depending on your bank, it may take an additional 1-2 days after we release the funds, to show in your account.

How will the charges show up on my credit card statement?

Any charges related to your transactions (online booking, payments and refunds) will contain the word 'Lend'emOut' in your credit card statement. This is also referred to as the statement descriptor. In some cases, you may see the statement descriptor as 'STRIPE' (our payment processor) while the transactions are pending. They will eventually change to 'Lend'emOut'. If you have any questions about the charges on your statement or believe that you are charged incorrectly, please contact us immediately.

I received an email about a chargeback. What do I do?

There is no action needed from you. However, you need to understand what a chargeback is and what happens when you receive that email. Please read on.

A chargeback occurs when the renter raises disputes a charge on their credit card statement with their bank or credit card company. There are many reasons why this could happen. The most common reason is credit card fraud. That is, the transaction is one that was not approved by the legitimate cardholder. The next most common reason is that the renter was not able to associate the charge on their bank or credit card statement to the booking made on Lend'emOut.

• Lend'emOut will respond to the bank and, if necessary, reach out to the renter to resolve the dispute.
• Unfortunately, in most cases, receiving a chargeback means that the bank has already returned the amount to their customer. In addition to that, the banks charge a $15 fee per chargeback. So, Lend'emOut will hold the chargeback amount from your pending balance until the dispute is resolved.
• If the issue is resolved in your favor, the hold on your pending balance is removed and you will continue to receive payouts as usual.
• If the issue is resolved against your favor, the amount of the dispute is deducted from your pending balance. Lend'emOut pays the $15 chargeback fee. You will not be charged for it. You will continue to receive other payouts as usual.
• You will be notified of the outcome through email.

Chargebacks are an unavoidable reality when processing credit card transactions. However, Lend'emOut tries hard to minimize their likelihood by taking a number of steps to avoid and, when they happen, resolve the disputes. If you have any questions, please feel free to contact us.

What is a claim?

A claim is a formal request submitted in relation to an online transaction (completed or otherwise). It may be a request submitted by the owner to collect additional charges (late return charges, payment for extra services, etc.) or provide refunds. Or it may be a request submitted by the renter to pay additional charges. In addition to that, a claim may also be created to just report an issue with the transaction.

Claims may be submitted by the owner, the renter or Lend'emOut.

• Refund renter for early returns
• Refund renter for other reasons
• Request payment for late returns
• Request payment for damage/loss
• Request payment for extra services provided
• Report an issue with the transaction

• Offer payment for extra services received
• Report an issue with the transaction

Lend'emOut support may also create claims for any other reasons not covered above.

How do I create a claim?

You can create a claim from the 'Claims Center'.

• Click the 'New Claim' link.
• Select the booking that this claim is related to and click 'Next'.
• Select the reason for this claim and follow the on-screen instructions.

Note that only one open claim can be present for a booking at any time.

How do I refund money to the renter?

You can refund the booking money to the renter in full or in part in two ways:

• 'Early return' refund claim

  If the renter returns your items earlier than the booking end date, you may choose to refund the renter for the remaining duration of the booking period. Check here for more details.

• 'Generic' refund claim

  You may choose to refund the renter for any reason other than 'early returns' too. Check here for more details.

Note that you cannot refund the renter an amount more than the amount of the booking.

How do I refund renter for early returns?

If the renter returns your items earlier than the booking end date, you may choose to refund the renter for the remaining duration of the booking period. Here's how to do it:

• When creating a new claim, choose 'Refund renter for early return' as the reason.
• Enter how many days early the renter returned the item.
• The amount of the refund is automatically calculated and presented to you as 'Refund Amount'. The calculation is based on the number of days and the rental price per hour.
• If you wish to refund a different amount than the automatically calculated amount, enter it. Note that the manual refund amount cannot be more than the automatically calculated amount.
• Choose a payment method to refund the amount from.
• Review and confirm the submission. The refund will be processed immediately upon submitting the claim.

Note that once processed, a refund cannot be undone.

How do I refund renter for any other reason?

You may choose to refund the renter for any reason other than 'early returns'. These may also be referred to as 'generic refunds' in other parts of the application. Here's how to do it:

• When creating a new claim, choose 'Refund renter for other reasons' as the reason.
• Enter the reason for the refund.
• Enter the amount you wish to refund. Note that the manual refund amount cannot be more than the booking amount.
• Choose a payment method to refund the amount from.
• Review and confirm the submission. The refund will be processed immediately upon submitting the claim.

Note that once processed, a refund cannot be undone.

How do I request payment for late returns?

You may choose to refund the renter for extra days beyond the booking end date. This could be due to a couple of reasons:

• The renter wanted to keep the item for a few more days beyond the original booking end date. In such case, we recommend that you ask the renter to create a new booking request for the extra days they want to keep the item.

  However, we know that it is not always possible to estimate the exact duration they need the item. So, in such case, if you wish to let the renter keep the item for a few more days, the renter must request you in writing, using the messaging system on Lend'emOut. You must reply to the message clearly whether you agree to the request or not. This is to avoid any disputes in future.

• The renter returned the item later than the booking end date for any other reason.

• When creating a new claim, choose 'Charge renter for late return' as the reason.
• Enter how many days late the renter returned the item.
• The amount due is automatically calculated and presented to you as 'Refund Amount'. The calculation is based on the number of days and the rental price per hour.
• If you wish to charge a different amount than the automatically calculated amount, enter it. Note that this amount cannot be more than the automatically calculated amount.
• Review and confirm the submission.

After the claim is created, the renter can respond with a counter offer. You may choose to accept the couter offer or respond by requesting a different amount. Learn more about the resolution process here.

How do I request payment for repair or replacement of items?

If your items are damaged or lost when in possession of the renter, you may choose to request payment for the repair or replacement of your item. Here's how you can create a claim for this reason:

• When creating a new claim, choose 'Charge renter for repair or replacement of your items' as the reason.
• Describe the details of the repair or replacement. List each item that needs to be repaired or replaced. Describe the damage and the cost to replace or repair the item. Specify the age and condition of the item.
• Enter the total cost of the repairs and/or replacements.
• Specify how you determined the repair and/or replacement cost.
• Review and confirm the submission.

You may also upload documentation related to the damages, repairs and/or replacement. This includes:

• Photos of the damages
• Repair estimates or invoices
• Links to identical or similar items online
• Any other photos or documents relevant to the claim

After the claim is created, the renter can respond with a counter offer. You may choose to accept the couter offer or respond by requesting a different amount. Learn more about the resolution process here.

How do I request payment for extra services I provided to the renter?

Sometimes, you may provide extra services to the renter, in addition to the items. For e.g., you rented out a trailer and also helped the renter decorate the trailer for a special occasion. Or you rented out some power tools and also assisted the renter with a DIY project for which he rented those tools.

You may choose to charge the renter for those extra services you provided. In such cases, you can create a claim to charge the renter for the extra services you provided:

• When creating a new claim, choose 'Charge renter for extra services provided for the booking' as the reason.
• Describe the details of the services you provided.
• Enter the amount due for the extra services.
• Review and confirm the submission.

After the claim is created, the renter can respond with a counter offer. You may choose to accept the couter offer or respond by requesting a different amount. Learn more about the resolution process here.

To avoid disputes, make the renter aware of the charges for any extra services in writing, before providing the services. This must be done using the messaging system on Lend'emOut.

How do I report an issue with a booking?

If you encounter any issues with a booking (before, during or after), you may choose to report it to Lend'emOut at any time. For e.g., here are a few scenarios:

• You are ready to pick up the item you booked, but you cannot reach the owner on the booking start date
• You are not satisfied with the booking or the experience on Lend'emOut
• You want to report a problem you had with the owner or renter

There could be many more such scenarios that may prompt you to report an issue. It could be something that you intend Lend'emOut to help you with, or it may also be something you just want to make Lend'emOut aware of. To do so, follow these steps:

• When creating a new claim, choose 'Report an issue related to the booking' as the reason.
• Describe the issue you wish to report.
• Review and confirm the submission.

After the claim is created, you may also upload any photos or documents related to the issue you reported. Depending on the nature of the issue, Lend'emOut may contact you to resolve the issue.

How does a claim resolution work?

Claim Resolution process facilitates communication between the involved parties to arrive at a mutually acceptable resolution on a claim. When you submit certain claims, the other party can respond to your request with a message or a counter offer. You can then respond to it by accepting their offer or sticking to your original request or modifying your request. This process will go back and forth until you reach a mutually acceptable resolution. If you cannot reach an acceptable resolution, either party can choose to involve Lend'emOut, which will have the final say.

Here's how to create a resolution:

• Go to the 'Claims Center' link in your account
• Click 'View' next to the claim you wish to open
• Scroll down to the 'Resolution' section
• Choose the action
  • If you received a claim for payment of amount, you may choose to pay the amount requested or submit a counter offer
  • If you received a counter offer on your claim, you may choose to accept the counter offer or request a different amount
• Type a message to send to the other person along with the resolution action
• Review and confirm the submission of the resolution

If you cannot reach an acceptable resolution with the other party, click the 'Involve Lend'emOut' button to receive Lend'emOut's help in the resolution. In such a case, Lend'emOut will review the available evidence, contact the owner and the renter and will have the final say.

How do reviews work?

We believe that having an open and transparent review system builds trust and helps everyone using Lend'emOut to have a great experience. It helps owners improve their listings and their service. It also helps renters make decisions more easily, find great deals.

All reviews are written by the community - either renters writing about the items they lent and their owners or owners writing about their experience with the renter.

Write a review

Only people who book online can write reviews. You will see a link against a booking once it has ended. You will have 15 days to write a review. If you are the renter, you will be able to share your review of the transaction (and listing) and also about the owner. If you are the owner, you will be able to share your review about the renter.

Reviews will not be made public until both renter and the owner complete the reviews within 15 days. After 15 days, the reviews will be made public, even if either of them fails to complete their review.

Modify a review

You will be able to modify a completed review until the other person submits their review or until 24 hours after first submitting it, whichever happens first.

Deleting a review

You will not be able to delete a review once published. However, Lend'emOut may delete or edit reviews that do not meet the guidelines specified in the Review Content Policy.

How do I access my reviews?

• Click the 'Account' link at the top (right side) of the page on the website or mobile app.
• Select 'Reviews' in the sidebar on the left.
• You can view the reviews you have written and the reviews others have written about you.

Can I review a cancelled transaction?

You cannot review a cancelled transaction at this time.

What can/can't I write in a review?

All reviews must follow the guidelines specified in the Review Content Policy

Can I respond to a review?

At this time, you cannot respond to reviews by others.

What if I'm not comfortable lending my items to someone?

Remember, your items are yours. You are free to choose who you lend them to. We do not recommend lending to someone you are not comfortable lending to.

If you feel that the potential renter may not use your items properly, or, in case of certain items, if you feel the renter does not have the necessary skills to operate the items, you can choose to decline or cancel the booking request.

To offset the risk of damage/loss/theft of your items, we encourage you to take advantage of the following features built into Lend'emOut:

• List a security deposit in your listings
• Use the messaging system to get to know the potential renter and how they intend to use your items
• Accept online bookings only, if you want Lend'emOut to help you with any damages/loss/theft of your items.

Please understand that you have to be extra careful if you choose to deal offline, as Lend'emOut will not be part of such transactions. You will be responsible for such transactions and take up the burden of recovering the security deposit or any other dues yourself.

If you encounter abusive or inappropriate behaviour, please report to Lend'emOut by contacting us at support@lendemout.com.

Remember: Contact local police or emergency services immediately, in case of any emergencies.

What are some safety tips for owners?

• Get to know the potential renters.

  Pull up the renter's profile. Look for verified phone numbers, read any reviews written by others about the renter. Ask the renter to complete any profile verifications, if they havent done so.

• Use the messaging system on Lend'emOut for communication.

  Always communicate using the messaging system on Lend'emOut. This will also help save your discussions with the renter in a single place for future reference.

• Communicate with the renters before accepting their booking request.

  This will give you a chance to understand who they are, how they intend to use the items, answer any questions they might have and, in the case of some equipment, if they have the skills or need help in operating such items.

• Specify your terms and conditions in the listing clearly.

  Specify any requirements clearly in your listing terms and conditions.

  For e.g., you may want to lend your bike to someone with a valid motorcycle drivers license only. Or you may want to lend your high-end photography equipment to professional photographers only.

  Setting expectations clearly ensures easier, hassle-free transactions.

• Provide a copy of the user guide and/or the manual with your items.

  Where possible and expected, provide a copy of the user guide or a manual with the items you lend. This helps the renters get accustomed with the item and helps them use your items properly.

• Add a security deposit to your listing.

  Security deposits can help protect you in case your item is damaged, lost or stolen when in possession of the renter.

  In case of online bookings, you can recover the cost of the repair or replacement of the items by raising a claims through the 'Claims Center' online. Upon a successful claim, you will be reimbursed up to the security deposit amount listed at the time of the booking.

  In case of offline transactions, it is your responsibility to deal with the renter.

• Carry an insurance plan outside of Lend'emOut.

  Having an extra layer of protection with your own personal property insurance may help cover your items.

• Lend only if you're comfortable

  You items are your items. You are under no obligation to rent your items. If you do not feel comfortable lending them, do not accept the booking request.

Remember: Contact local police or emergency services immediately, in case of any emergencies.

What are some safety tips for renters?

• Get to know the owners.

  Pull up the owner's profile. Look for verified phone numbers, read any reviews written by others about the owner and their listings. Check their ratings. Ask the owner to complete any profile verifications, if they havent done so.

• Know the listing.

  Read the listing closely to make sure there are no surprises. Look at the description, photos and pricing. Do not forget to read the terms and conditions posted by the owner. Contact host if you have any questions, before you book the item.

• Use the messaging system on Lend'emOut for communication.

  Always communicate using the messaging system on Lend'emOut. This will also help save your discussions with the owner in a single place for future reference.

  Communicate with the owners to ask any questions you have about the listing, before submitting the booking request. This will give you a chance to get to know the owners, how helpful they are and also to give the owners a chance to understand you and your need. This helps build trust and speeds up the booking acceptance process. Also, while we urge the owners to keep the calendars up-to-date, it is always a good to confirm the availability of the item during the dates you want.

• Book online for ease-of-use and secure payments.

  While we do not stop you from dealing offline, we strongly urge you to use the online booking feature to make your payments easy, safe and secure. You can access your past transactions and payouts. You can also dispute any charges easily than dealing offline.

  Remember, Lend'emOut will only help with disputes related to online bookings.

  We are not responsible for any offline transactions between you and the owner. You are solely responsible for handling any disputes in such transactions.

• When in doubt, ask.

  You are responsible for any damage to the items when in your possession. If you are not sure how to use the item you rented, do not heistate to ask the host. Ideally, ask the host to provide copies of manuals, user guides or operating instructions, if available, before picking up the item.

• Take pictures at pickup and return.

  Make sure you take pictures of the item at the time of the pickup and at the time of return. Those may be helpful in case of a dispute.

• Be responsible and considerate.

  Handle the items you rented as if they were your own. Also, give reasonable amount of time for the host to accept your booking request or respond to your questions.

• Rent only if you're comfortable.

  Renting from a particular owner is entirely your choice. You are under no obligation to rent from any particular person. If you do not feel comfortable renting from anyone, do not submit the booking request (or cancel the request if you already submitted).

Remember: Contact local police or emergency services immediately, in case of any emergencies.

Cancellation Policy

Bookings may be cancelled by the renter or the owner of the listing.

Renter

• The renter can cancel a booking at any time before the booking start date.
  • If the owner has not accepted the booking request, the renter will not be charged anything.
  • If the owner has already accepted the booking request, the Rental Fees and any other amounts charged to the renter are refunded in full.
• The renter must contact the owner to cancel an accepted booking request on or after the booking start date.
• Cancelling accepted booking requests may incur penalties and/or negatively affect the renter's reputation.
• However, if the renter is requesting the cancellation due to an issue with the booking, or due to extenuating circumstances, Lend'emOut, at its sole discretion, may choose to waive the penalties, contingent upon proper documentation.
  Some extenuating circumstances include, but are not limited to:
  • Natural disasters
  • Serious illness or death in the family
  • Political unrest
  • The items in the listing are damaged, making them ineligible for renting
• Lend'emOut may involve to mediate and resolve any issues, and will have the final say in all disputes.
• If the renter experiences an issue with the booking, he/she must contact Lend'emOut within 24 hours of the start date to be eligible for the Renter's Refund Policy.

Owner

• The owner can cancel an accepted booking request any time.
• If the cancellation is processed before the booking start date, the Rental Fees and any other amounts charged to the renter are refunded in full.
• If the cancellation is processed on or after the booking start date, the owner has the option to refund all or part of the amount charged to the renter.
  • In certain situations including, but not limited to, the extenuating circumstances listed for renters above, Lend'emOut, in its sole discretion, may override this behavior and refund the renter in full.
• Cancelling an accepted booking request may incur penalties and/or negatively affect the owner's reputation, unless such cancellations are made due to extenuating circumstances.
  Some extenuating circumstances include, but are not limited to:
  • Natural disasters
  • Serious illness or death in the family
  • Renter does not meet the requirements laid out in the listing
  • Political unrest
  • The items in the listing are damaged, making them ineligible for renting
  • Renter damages the rented item
• Lend'emOut may involve to mediate and resolve any issues, and will have the final say in all disputes.

Renter's Refund Policy

To ensure a great experience in all transactions, Lend'emOut requires listings to meet minimum quality standards. The items or services offered should match the description in the listing, must be in good condition and must be safe and clean to use. We also require owners to honor the booking requests they accept and respond to renters in a timely manner. However, we do understand that sometimes things do not go as expected and there might be issues with the rental transaction. If a renter experiences an issue with a booking that has started, the renter may be eligible for a refund.

If the renter experiences an issue with a booking that has started, Lend'emOut (at its sole discretion) may issue a refund or use reasonable efforts to find and book a comparable listing for the renter. The amount of the refund will depend on the nature of the issue.

• Owner cancels an already accepted booking request within 24 hours of the scheduled start date
• Owner fails to provide the item or service that is part of an accepted booking request
• The item or service provided by the owner is materially different from the description in the listing
• The item or service provided by the owner is of poor quality or defective

• The renter submits the claim no later than 24 hours after the end of the booking.
• The renter made reasonable efforts to try to remedy the situation with the owner prior to making the claim. We require the renter to communicate with the owner regarding the issue using the messaging system on the website.
• The renter is not responsible for the issue.

To report an issue, create a claim with the reason 'Report An Issue'. See the 'Claims' section for more details.

Review the Terms of Service for more details about the Renter's Refund Policy, Owner Reimbursement, minimum quality standards for listings, and what qualifies as an issue eligible for the Renter's Refund Policy.

Review Content Policy

The ability to review transactions is provided to help build trust in the community and help everyone enjoy safe and hassle-free transactions. Reviews are also a valuable resource for owners to improve their listings and services and for renters to make decisions easily and quickly.

All reviews must adhere to the following guidelines:

• Must be relevant to the transaction for which the review is being written.
• Must not disclose personal information (last names, addresses and other identifying information etc.) of the writer or the subject of the review.
• Must not involve content that contains, endorses or promotes anything illegal, harfmful, violent, obscene, discriminatory or defamatory.
• Must not involve threats or extortion.
• Must not advertise, endorse or promote commercial or rival services without prior consent from Lend'emOut.

Contact

You contact us anytime through the Contact Us form. We strive to respond as soon as possible.

Alternatively, you can also contact us at the following email addresses:

• support@lendemout.com

  Any questions related to using the website, like technical issues, listings, bookings, rentals, payments, reviews, policies, etc.

• contact@lendemout.com

  Any questions that are more generic in nature, like press enquiries, invitation to events, sponsorship and marketing opportunities, etc.

• invest@lendemout.com

  Only correspondence related to investing in Lend'emOut.