General FAQs

Frequently Asked Questions

How do I download Mutu?


Mutu is available and free to download on both the IOS App Store & Android Play Store. Click here to download the app to start renting and lending today! We also encourage you to sign up to our mailing list to ensure you dont miss out on progress updates and new app features. You can join our mailing list here.




What items should I list on Mutu?


You can rent or lend holiday, sport and leisure gear, like a paddleboard or bike. Some DIY tools to help a neighbour with their renovations. A vehicle for a business trip, construction equipment for your next project and much more. You name it, we'll lend it (excluding anything illegal, obviously!) You can list “pretty much anything” as long as it’s not illegal, perishable, inappropriate or offensive to others. As a general rule of thumb: if your item is not going to hurt or offend anyone by posting it, then you have the green light from us. To ensure our platform remains a safe and enjoyable space we will be deleting listings that don't follow these rules. If you are unsure about an item you want to list, send us an email at contact@mutu.co.nz and we will be happy to help.




How much does it cost to use Mutu?


Mutu’s app is completely free to use! However, to keep it that way, we do charge a small service fee on each transaction. There is a 10% service fee and 1.5% payment processing fee for each party on every transaction. This covers our platform fees, secure payments as well as the protection of the lister’s items while they’re out there making you money.

So why do we need the service fee? To ensure we can continue to create, maintain and improve our platform whilst providing a seamless user experience.




Someone wants to rent my stuff! How do I go about giving it to them?


How you exchange the item is totally up to you. You can Use Mutu’s secure chat function to arrange with the renter a time & place to meet. You can meet somewhere in public, have the item picked up from your home/business or even deliver it yourself.




What if my item comes back broken, damaged or doesn’t come back at all?


As a lender, if something unexpectedly goes wrong and your items are damaged, broken or stolen we can reimburse you up to the value of $1500. Click “Here” to see our FAQs for the Mutu guarantee.




Is Mutu safe and will the users be verified?


We want to make sure our Mutu users feel safe and secure when using our platform. Mutu has a two (2) step process: Step 1: User Verification When creating an account, each user will need to provide verification through their email and mobile phone. At this stage you will be free to search for items. To rent or lend an item via the platform each user will need to be verify there email address. Step 2: Star rating & reviews The Mutu platform is self-regulating through our star ratings and reviews system. Once you have completed a rental transaction both users will be required to provide a star rating with option for comment. The rating system provides an additional layer of comfort to all users for each exchange. These two methods provides comfort to both the renter and lender that the user is who they say they are. All information is securely stored and not shared without your prior consent. Mutu also stores all chat exchanges via the app/website if issues do arise.




What if I am a business using Mutu?


Mutu is available for all businesses who have a desire to rent their products. The platform is free to list your items, fees will be incurred when an item is selected for rent. Our platform will provide you with a wider & completely new market of potential customers as well as a digital marketplace to advertise your inventory. Please note, Mutu serves as the middle man between the borrower and the lender so we cannot offer any GST or tax advice. However, we can help you understand the functionality available on our platform and provide you with transaction receipts. If you would like to charge GST on your rentals you will need to include it in the rental price you set.




What if the item I want to rent isn’t on Mutu?


Mutu users are able to put in requests for items that aren't currently listed on the platform. Each item request is sent out to the existing network of lenders to list the item if they are comfortable to do so.




What is the difference between Mutu and other rental businesses?


Traditional renting is an expensive, time consuming, paper heavy process that doesn’t align with the new digital savvy audience. Traditionally, renting an item involves…

  • Visiting different businesses to find the best prices.
  • Searching through multiple websites to check ratings & reviews.
  • Having to go to places that may not be local.
  • Filling out paperwork with unclear policies and agreements.

With Mutu you have a frictionless, digital marketplace that allows you to quickly search, compare and locate items to rent based on budget and location. Mutu improves economic dynamics and financial inclusion, through renting stranded items that only get used a few times a year. In the process, reducing emissions and landfill contributions.




Where does the name Mutu come from?


When we share our possessions with others, we create a relationship of trust, which in most cases flows back and contributes to our overall happiness. Founder, Toby Skilton wanted a name that was catchy but also resonated with the brand. He found that the first humans to be recognised using lending and borrowing as a form of trade was the Romans. Mutu is short for the latin word Mutuari, meaning “To lend or to borrow”.




How do I get in touch with Mutu if something goes wrong?


Our users are our main priority and we want to ensure you are always enjoying our platform. If you have any problems or issues, please email contact@mutu.co.nz and a member of our resolutions team will get in touch with you right away.




I’m from the media and want to spread the news about Mutu, who do I talk to?


We want the world to know about Mutu! If you would like to get in touch regarding an interview please send your media enquiries to contact@mutu.co.nz.





What does Covid-19 mean for renting & lending with Mutu?


As the situation relating to COVID-19 changes regularly, we will continue to update you with changes to service and recommendations for rentals. The restrictions around equipment sharing will vary throughout the alert levels, therefore, we will update this policy accordingly. We would like to take this opportunity to guide the members of our community during the alert levels 2 & 3. During this period we will continue to support rentals across our platform. Here at Mutu, the safety of our users is our priority, so during any of the Covid levels we would like to strongly encourage contact-free rental exchange practices. This means placing the rental items on the ground at the door, stepping 2 meters back, and waiting for the item to be collected. Please wait to confirm visually that the rental has been picked up, and do not leave the rental items unattended at any point.

We have created a blog with some more tips for safe sharing: https://www.mutu.co.nz/post/mutu-covid-19-policies-and-updates





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Mutu is a Sustainable Business Awards 2020 finalist.