Here's what we've been asked
General
All payments for borrowed items are held by H&H for the first 24 hours of the rental period. If we don’t receive a complaint from either the Lender or the Borrower during this time, we will assume both parties were happy with the transaction. We will then send the total rental amount (minus 15% commission) to the Lender’s NZ bank account. After 24 hours from the day the rental period is due to end, we will return the full bond to the Borrower unless the ender informs us of damage to the item (please view Lender and Borrower FAQ sections for more details).
Absolutely! All payments through H&H are processed via Stripe Connect. The transactions are SSL protected and all debit/credit card are encrypted. We do not hold, nor store, any card information. This ensures the security and integrity of the site’s payment gateways.
Don’t panic! We’re here to help. The first thing you should do is get in touch with us and report this issue. A member of the H&H team will try to contact the other party and convey your concerns. If we are unable to get a response, we will proceed further according to how we see fit.
Lenders
Nope! Listing all your items is free. We only make money if you make money; we retain 15% of the total rental price of the item(s) before paying you.
We are currently in talks with insurance companies to have every single item listed on our platform insured. However, currently, everyone works with the security deposit system (we recommend requiring a deposit valued at 10% of the item’s market value). This would work as your excess should something happen to your item and you claim it through your personal contents insurance provider. We encourage all Lenders to have contents insurance! For more information, please visit out terms and conditions.
Slow down, sparky. Our first priority is to ensure everyone using our platform is treated fairly. Therefore, there are a few things we would need before deciding what happens with the security deposit.
Firstly, all Lenders must have a time-stamped photo of the item before handing it over to any Borrower. If the item is functional (i.e. electronics, motorized etc.) we advise Lenders to take a time-stamped video of the item functioning before it’s being lent out.
Secondly, we require any disputes about the state of a returned item to be lodged with us within 12 hours of the lending period terminating. If there is sufficient evidence that the item was indeed damaged during it’s rental, we will contact the Borrower to get their side of the story. After this, we will decide who deserves the deposit. This is a hassle, so please conduct your business with honesty and integrity!
In short, yes. Just bare in mind that unforeseen sometimes things happen and we encourage every Lender to give every Borrower the benefit of the doubt. That said, you are fully entitled to late penalty fees, which equate to double the daily rate per day they are late. This amount will be deducted from the Borrower’s deposit along with our own little penalty fee. Please see our terms and conditions for more information.
Borrowers
When you pay for a requested item, you’re paying a total of the rental price plus your deposit. While we transfer the rental amount to the Lender, your deposit is kept in our H&H account. Withing 24 hours of the lending period terminating, and the Lender is happy with the condition of the returned item, we will transfer the deposit straight back to your NZ bank account. If there is any dispute over the item’s condition, we will investigate further before processing your deposit.
Firstly, we expect every Lender to have a time-stemped photo (or video) of the rental item before lending it out. Once you receive the item, we recommend you also taking a time-stamped photo/video. If there is something wrong with it, please get in touch and send us the evidence. We will then get in touch with the Lender and compare evidence in order to process the situation fairly to everyone. If the Lender complies, we will issue a full refund.
Contact the Lender, it might not be an issue. If no one has reserved the item after you, then you may just need to go back and re-hire the item. If the item is in demand then you will have to return it to the Lender at the end of the booking period to avoid late penalty fees.
For each day you are late in returning the item, we will deduct a penalty fee (as per our terms and conditions) which will equate to double the daily rental price per day it’s late paid to the lender, as well as a penalty fee to H&H. This will be subtracted from your deposit. So be responsible!
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