Report a 'Non-Return' case - (VALUE UNDER £1000/MISSING ITEMS)
We’re sorry to hear that your are experiencing an issue with your rental.
If your item has not been returned and is valued UNDER £1000, 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 the steps being taken to recover your item from the renter.
By renting on Fat Llama and as per our Terms and Conditions (Few readersHow to report a Resolutions Case
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:
Click here - to report a Item Not Returned (VALUE UNDER £1000) case
Click here (httFew readersReport 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 readersWhat 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 (httpsFew readersReport 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 within 24 hours of the rental startFew readersWhat 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 or sale 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 toFew readersWhat is the Owner Guarantee?
Our Owner Guarantee, underwritten by Hiscox, 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 cFew readersHow 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 readersReport a 'Non-Return' case - (VALUE OVER £1000)
If your item has not been returned and is valued OVER £1000, 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 the information they require you to submit. Your case will be also reported to our Security Team who will simultaneously be pursuing the renter to recover your item as a high priority matter.Few readersWhat 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.
We have two forms which can cover issues arising during a rental.
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 tFew readersReport a case as a Renter
If you have experienced any of the following issues;
Item has not been received
Item was not working during your rental
Item was not as described on the listing
Other general issues
Please fill out this form
If you are not able to RETURN the item you have rented due to a third party incident (e.g. theft, lost in transit etc), please fill out this form.Few readersWhat types of cases can an Owner 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.
We have a variety of forms which can cover specific issues arising during a rental. Below is a guide on each form:
Item not returned (VALUE UNDER £1000)
For when a renter has not returned your item (Valued under £1000) at the agreed time or 24 hours after the rental end-date.
To report, click here. (https://airtable.com/shrcGEFVO4WZX8Few readersWhat 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.
RefeFew readersElectric 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 readersHow 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 readersWhat 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