• How to report a Resolutions Case as an Owner

  You will need to fill out a form which is then sent to our Resolutions team and a dedicated case manager will be assigned to you. At the bottom of this page you can find the link to report your case.  You must report a case within 24 hours of your rental end date.   To understand what types of cases you can report, please click here.  Owner Forms: For when a renter has not returned your item at the agreed return time or 24 hours after the rental end-date. Click here (https://aiFew readers

• What is the Owner Guarantee?

  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 per item. Canadian owners are covered against non-return and damages for up to $40,000 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'tFew readers

• What are the Renter requirements?

  Take time-stamped photos/videos of your rental item In order to evidence the condition of your item before a rental, it is recommended to take time-stamped photos of your item upon handover and return.  For items with a core function that can't be demonstrated by a photo, you need to take a timestamped video showing the item in full working order (eg. a video of a drone flying). This evidence can be used in the unlikely event of a dispute arising between yourself and the owner. Refer tFew readers

• Report a 'Late Return' case

  If your item has been returned later than the agreed time, please CLICK HERE.  Next Steps:  Once your form is filled out, you will be assigned a dedicated case manager who will contact you within one working day. They will email you about your case and ask for further information if required.  Please note that a ‘Late-Return’ case refers to the item rented, not being returned to the owner at the arranged time, or beyond the dates booked. Click heFew readers

• What is the Resolutions Process?

  The Resolutions Team If a consensus can't be reached between a Owner and Renter for a rental, Fat Llama has a dedicated Resolutions Team whose job it is to mediate between parties and examine all the available evidence in order to resolve the case. If a rental of yours goes to the Resolutions Team, you'll be assigned a Resolutions Case Manager who will work yourself and the other party to collate time-stamped photo/video evidence, written statements and supporting materials to make anFew readers

• What types of cases can a Renter report?

  If you are facing an issue with your rental, please report it to our Resolutions Team through the forms below, within 24 hours of your rental end-date.  Item not received  For when you did not manage to receive the item you have booked to rent due to Owner fault. Item not working during the rental For when the item is not functioning during your rental period. (Please do not use this form if you have caused the damage) Item not as described For when the item you havFew readers

• Report a 'Non-Return' case

  If your item or items, have not been returned please CLICK HERE. Next Steps:  Once your form is filled out, you will be assigned a dedicated case manager who will contact you within one working day (the Resolutions Team are off on weekends). They will email you about your case and the information they require you to submit. If you have opened a non-return case where your full kit has not been returned, your case will be also reFew readers

• Report a 'Damage' case

  If your item has been returned damaged or faulty, please CLICK HERE. Next Steps:  Once your form is filled out, you will be assigned a dedicated case manager who will contact you within one working day. They will email you about your case, and possibly ask you to send your item for a repair appraisal and quote from an authorised third party repair centre. In the meantime, your case manager will also be contacting the renter regarding the damage cauFew readers

• How do I report a user?

  If you have felt that a user has not complied with Fat Llamas Terms of Service, or you think that they need to be reported for any other reason, you can use our 'report a user form' here. You may need to report a user because: Inappropriate behaviour or content Abusive or harassing behaviour Fraudulent activity (including things like, soliciting off platform rentals, self referring and advertising fake items) Our team wiFew readers

• How to take time-stamped evidence?

  Fat Llama requires owners and renters to show evidence of the condition of an item they own or are renting 24 hours prior to and post rental. This is one of the requirements listed in our Owner Guarantee.  In order to evidence the condition of your item before a rental, you need to take timestamped photos of your item no more than 24 hours before the start of the rental. Here’s how:  Smartphone. Timestamps are automatically encrypted on most smartFew readers

• What are the Owner Guarantee requirements?

  Before the rental Take time-stamped photos/videos of your item In order to evidence the condition of your item before a rental, you need to take time-stamped photos no more than 24 hours before the start of the rental. For items with moving parts, a mechanism, electronic/audio functionality, or anything else that can't be demonstrated by a photo, you need to take a timestamped video showing the item in full working order (eg. a video of a drone flying). Refer to this page (/en/aFew readers

• What are the Owner requirements?

  General: Be respectful, clear and prompt in your communication with Renters. Be respectful in your communications with Fat Llama staff.  Renting: Supply the item as described on your listing page Ensure to abide by the criteria set out in the Owner Guarantee Take photos and videos of your item, presenting it’s functionality within 24 hours pre and post rental Ensure to confirm collection/return addresses and times with Renter in advanceFew readers

• Electric Scooter Rules

  Unfortunately, electric scooters are classed as 'powered transporters' by UK Government, and still technically illegal to ride on roads and pavements in the UK and can only be driven on private land, unless you are based in a trial area for rental e-scooters. When it comes to electric scooters, you are covered under our Owner Guarantee for damages which we deem was clearly caused by misuse by the renter. As long as the criteria for the guarantee is still met. From the 24th of August 2020 the FFew readers