Q: What time do I need to return the item?

One day's rental is counted a 24 hour period from the time you picked up the item. That means if you rented an item for one day and picked it up at 10am Monday, the default is that the item would be due back on 10am Tuesday - unless you and the owner have agreed in writing to an alternative time. It's important that you return the items on time as many of our owners have back to back rentals. Owners are entitled to request late fees should you return the items after the return time. Useful links: <ul> <li><a href="https://fatllama.crisp.help/en/article/how-should-i-arrange-handover-and-return-1p4qz7x/">How should I arrange handover and return?</a></li> <li><a href="https://fatllama.crisp.help/en/article/can-i-extend-or-change-the-dates-of-my-rental-1clegxx/">Can I extend or change the dates of my rental?</a></li> </ul>

Question 1

Cancellations Policy

Accepted Answer

For Renters

Cancelling a rental:

There’s a 48-hour cooling off period in which you’ll be fully reimbursed if you cancel a rental you’ve booked. Please note that if you book a rental within 48 hours of the rental start date (e.g. if you book a rental for on Monday evening for Wednesday morning), then this cooling-off period does not apply.
If you cancel after the 48-hour cooling off period, but sooner than 48 hours before the rental start date, you’ll incur a fee of 40% of the rental amount — the remainder of the rental amount will be refunded to you.
If you cancel within 48 hours of the start date, you won’t be reimbursed.

Other:

If a Owner cancels a rental, you’ll be notified and fully reimbursed, and our account managers will do all they can to help you find an alternative item. If you weren't expecting the rental to be cancelled, let us know as soon as possible.
If the Owner doesn’t show up to hand over the item, please contact us as soon as possible — you’ll need to contact us within 12 hours of when the rental was scheduled to begin to receive a full reimbursement of the cost of the rental.
If an Owner accepts the rental request but is then unable to reach an agreement with the Renter for a pickup time, then Fat Llama reserves the right to cancel the rental automatically.

For Owners

You won’t be charged for cancelling a rental, unless it’s within 48 hours of the rental start date — in this ca

Question 2

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
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

Useful links:

Question 3

Are renters covered?

Accepted Answer

No, the guarantee is only for the owners. Our Owner Guarantee ensures that if it comes to the stage of legal proceedings to reclaim debts, the onus of that will not fall on the owner but be taken on by ourselves. If you require insurance as a renter, you're welcome to take out your own policy.

What's my liability as a renter?

Renters are fully liable for loss or damages caused to the item.
Renters must therefore make sure they have the necessary funds available to replace or repair the item in the event that you're unable to return it in the condition it was rented in.
Renters are fully responsible for a rented item whilst it's in their possession. In the event of theft, loss, confiscation or damage, you're liable for the cost of rectifying the problem.

Useful links:

Question 4

What time do I need to return the item?

Accepted Answer

One day's rental is counted a 24 hour period from the time you picked up the item.

That means if you rented an item for one day and picked it up at 10am Monday, the default is that the item would be due back on 10am Tuesday - unless you and the owner have agreed in writing to an alternative time.

It's important that you return the items on time as many of our owners have back to back rentals. Owners are entitled to request late fees should you return the items after the return time.

Useful links:

Question 5

How does Verification work?

Accepted Answer

Verification is a two-step process

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 6

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.

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, regardless of the circumstances of the non-return. 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 does not affect the functionality of the item, e.g. small dents, scratches etc.
Lack of m

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