Question 1

How does Fat Llama work?

Accepted Answer

Fat Llama is a peer-to-peer rental platform — we connect people who need stuff with people who have stuff. Easy.

If you want to lend something, just:

Create a listing for the item
Approve incoming rental requests
Wait for Fat Llama to verify the renter
Arrange a time to exchange your item with the renter
Get paid through our secure payment system

If you want to rent something, just:

Find what you’re looking for
Book the item for the dates you need it and get verified by us
Arrange a time to collect your item from the renter and enjoy your rental
Return the item to the renter and leave a review

Question 2

Cancellations Policy

Accepted Answer

When renting out through Fat Llama, owners can choose from three cancellation policies. Opting for the most flexible policy will make listings more attractive to potential borrowers.

OWNERS: Please note that if you, as the owner, cancel the booking, the renter will receive a full refund. RENTERS: Please note, that if you cancel the booking these cancellation terms apply - this will only be valid BEFORE the rental start date

Owners can also refund partially anytime before the the order is marked as returned - please see the FAQ here.

FLEXIBLE

If cancelled at the latest 2 days before the rental period starts, 100% of the rental fee is refunded.
If cancelled the day before the rental period starts, 50% of the rental fee is refunded.
If cancelled on the same day the rental period starts, no refund will be issued.

Example:

| You are renting out your hammer drill for Thursday. If the borrower cancels on Wednesday, they will receive a 50% refund. If the borrower cancels on Tuesday or earlier, they will receive a full refund.

MEDIUM

If cancelled at the latest 14 days before the rental period starts, 100% of the rental fee will be refunded.
If cancelled at the latest 7 days before the rental period starts, 50% of the rental fee will be refunded.
No refunds will be issued for cancellations made less than 7 days before the rental period starts.

**Exa

Question 3

Are renters covered?

Accepted Answer

Yes! Renters are covered for accidental damage and accidental loss while they are using the items during their rental period. We want you to rent without worrying about what happens in case of an accident. If you experience accidental loss we may ask for documentation to prove this.

We do remind renters to take care of items, and there are cases where renters are liable. These cases include:

Non-return of or damage to items due to negligence
Non-return of items due to theft

Below we outline some conditions whereby renters remain liable. These include but are not limited to:

Negligence

Renters are always liable in cases of negligence, which we define as:

Forgetfulness
Carelessness
Improper use
Under-skilled operator

Forgetfulness

You forget to return an item
You forget where you left an item
You forget parts of an item or rental package

Carelessness

Leaving item(s) unattended or unobserved at any time
Leaving item(s) on public transport or in a park
Leaving item(s) unattended in a vehicle
Leaving item(s) in an unsafe environment, particularly inappropriate weather and temperature conditions such as rain, snow, frost, freezing, damp, heat conditions that the item is not rated for
Using equipment around an open body of water that is not designated as waterproof

Improper use

Use should be restricted to the specified or reasonable parameters for the item. Renters should consult Owners if they are unsure about proper use.

Question 4

How does Verification work?

Accepted Answer

Verification is a two-step process

Q: Booking System Date Change - NEW!

Q: What is changing in the booking system? Starting 29th of January, our booking system will be updated regarding one-day rentals. Previously, it meant you could keep the rented item overnight, for example, from the 4th to the 5th. With the upcoming change, a one-day rental will no longer include keeping it overnight within the system. If you rent an item for one day, it means picking it up on the 4th and returning it on the same day. However, this is a change only within the system and you can still arrange overnight returns or early pick-ups in order to be flexible and make the rental process as adaptive and smooth as possible. Q: Why is the change being made? We're making this adjustment to bring more clarity and flexibility to our booking system. We want to align the definition of a one-day rental with a same-day pickup and return model. Q: How will the booking process work? The renter will select a start date for the rental, and an end date for the rental. If the renter selects the same day, e.g the 4th, the system will calculate it as a one day rental and charge the renter the price for one day. If the renter selects the 4th-5th, the system will calculate it as a two day rental and charge accordingly. There will be a pop-up in the app with information about this when a renter is selecting dates. Q: What happens to existing or ongoing requests made under the old system (legacy)? Any requests initiated before 29th of January will continue under the l

Step 1: You upload documents

Depending on the particular rental request, we may ask you for some/all of the following information:

ID (Passport or Driver’s License)
A proof of address (Bank statement, Utility Bill or Council Letter) dated in the last 3 months
A proof of employment (payslip or invoice) dated in the last 3 months
A Personal and/or professional website or social media link

We store your documents on file, so you don’t have to re-upload the same documents again the next time you rent.

Step 2: We make a verification assessment

After you have uploaded your documents, they also go through our verification system. Our algorithms factor in multiple data points, including the ID you’ve submitted to determine a user's ability to rent on Fat Llama.

While our Verification algorithm is effective, being verified is not an endorsement of any renter or owner or a guarantee of their identity. If at any stage you're uncomfortable accepting a rental (even if the transaction has been verified) please contact us at verify@fatllama.com or the support chat triage to discuss your concerns.

How long does Verification take?

Though many of our rentals are processed automatically, it usually takes up to 30 minutes where manual verification is required. In exceptional cases, we might take up to 24 hours. Regular renters who have been verified before will have a smooth

Question 5

About the Owner Guarantee

Accepted Answer

Our Owner Guarantee covers UK owners against non-return and damages for up to £25,000 per item. US owners are covered against non-return and damages for up to $30,000 USD per item. Canadian owners are covered against non-return and damages for up to $40,000 CAN per item There's no excess for claims made on the Owner Guarantee.

Please note, if you have your own commercial insurance, you'll be required to claim on this before you claim on the Fat Llama Owner Guarantee. If your commercial insurance won't cover it, or your claim is rejected for any reason, you can claim on the Fat Llama Owner Guarantee. We also do not pay out for VAT if you are a VAT registered user.

Am I covered if the Renter decides not to return the item?

Yes. When we say we cover owners against non-return, we mean it.

As per our Terms of Service, renters who fail to return an item are liable to pay the full replacement cost of the item, depending on the circumstances of the non-return. Regardless of the circumstances, in the event that the renter is not cooperating and this payment is delayed, a claim may be made on the Owner Guarantee.

If a claim is successful, you will be compensated for the cost of repair, replacement or the original value, whichever is less.

Is there anything I'm not covered for?

You're not covered for late returns
Wear and tear - minor superficial or cosmetic damage that d

Question 6

Booking System Date Change - NEW!

Accepted Answer

Q: What is changing in the booking system? Starting 29th of January, our booking system will be updated regarding one-day rentals. Previously, it meant you could keep the rented item overnight, for example, from the 4th to the 5th. With the upcoming change, a one-day rental will no longer include keeping it overnight within the system. If you rent an item for one day, it means picking it up on the 4th and returning it on the same day. However, this is a change only within the system and you can still arrange overnight returns or early pick-ups in order to be flexible and make the rental process as adaptive and smooth as possible.

Q: Why is the change being made? We're making this adjustment to bring more clarity and flexibility to our booking system. We want to align the definition of a one-day rental with a same-day pickup and return model.

Q: How will the booking process work? The renter will select a start date for the rental, and an end date for the rental. If the renter selects the same day, e.g the 4th, the system will calculate it as a one day rental and charge the renter the price for one day. If the renter selects the 4th-5th, the system will calculate it as a two day rental and charge accordingly. There will be a pop-up in the app with information about this when a renter is selecting dates.

Q: What happens to existing or ongoing requests made under the old system (legacy)? Any requests initiated before 29th of January will continue under the l

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