Frequently Asked Questions
How does the Mutu Guarantee work?
Generally, the quickest & most stress-free method is to get in touch with the renter to see if you can come up with a solution together. This might mean that they repair the item, replace the item or simply give you cash to the value of the item. Sometimes you might not be able to reach a solution so here’s how we can help:
You need to report this issue to Mutu within 48 hours of the end date of the booking.
Follow the steps below!
On your Mutu account, go to the “My Items” page and select the relevant booking
Click on the “Disputes” button at the (Top) of the page.
Select the reason for your Dispute from the dropdown tab.
Please provide us with as much information as you can explaining the reason for your Dispute - Include rental number, dates, timeframes, type of damage etc so we can best understand the situation.
Upload picture or video proof of the condition of your item before & after the rental took place.
Please note, businesses using Mutu will be required to claim on their own commercial insurance before we provide you with the Mutu Guarantee. If your own insurance claim won’t cover it, or your claim is rejected for any reason, let us know and we will do our best to help.
Also, the Mutu Guarantee doesn’t cover late fees. However, if your item is returned late and you aren’t able to resolve the issue directly we will do what we can to recover those fees for you.
Click “Submit Dispute”. You will receive an email from the Mutu team explaining the next steps.
Am I eligible for reimbursement through the Mutu Guarantee?
To be eligible the following statements must be true:
You are the person who created and verified the Mutu account which the item in question was rented from.
You have never had insurance cancelled, refused or declined or had any special terms imposed.
You have not made more than two insurance claims in the past five years relating to contents and private goods theft or damage.
You have not been convicted of, or charged with, any offence other than motoring offences in the past 5 years.
How much will Mutu reimburse if something goes wrong?
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. We can guarantee your items up to the value you paid for them or up to a limit of $1500, provided you meet the Mutu Guarantee criteria.
Our team here at Mutu want to ensure that you and your items are safe when they are being rented on our platform.
What should I do before and after the rental to ensure I'm eligible for reimbursement
Take time-stamped photos or a video of your item within 24 hours of the rental start time (smartphones do this automatically). If your item(s) core function involves it being turned on i.e water blaster, drone, drill etc we will need to see a video of it operating correctly before you handed it over to the renter. Equally, if your item has been damaged or broken during the rental please make sure you document your time stamped photos/video within 24 hours of it being returned.
Make sure all of the items you give the borrower are mentioned in the listing - otherwise we can’t protect them. Remember: proof of purchase is desireble for reimbursement, so hang on to those receipts.
If your item has been returned damaged, broken or hasn’t been returned at all, you need to report this issue to Mutu within 48 hours of the end date of the booking. This can be done via email or through the app/website. If your item hasn’t been returned, the same process applies but we will also need a police report as proof of theft taking place.
If your item is valued more than NZ$1,500 please email firstname.lastname@example.org and we will check to see if we can reimburse you for this item.
How can I reduce my likelihood of having an issue when lending my stuff?
Mutu wants all of our users to feel secure, and the best way for us to ensure this is through trust. To use our platform users will need to go through our verification process. To further protect yourself we advise you to check the other member’s profile and reviews before renting an item.
If you are lending an item that is potentially dangerous when misused we ask that you educate the renter on how to use the item safely. Also, perform inspections of your item both before and after the rental period with the other member. It pays to double-check all of the item’s functions to ensure you are both in agreement with the condition of the item.
What items are “not” able to be reimbursed by the Mutu Guarantee?
There are a few things that we don’t reimburse.
Anything that is illegal, perishable, inappropriate or offensive to others (e.g. weapons, chemicals, consumables etc).
Real estate (e.g. houses or land).
Any vehicles needing a license or permit to operate.
Pets, animals, livestock.
General wear and tear (e.g. minor superficial or cosmetic damage that does not affect the functionality of the item).
Items that have stopped working due to old age or poor item condition.
Late returns for your items - although we will help you resolve the issue.
Loss of income, this applies for unfulfilled rentals or work that you can’t fulfil in the absence of your item.
Any items that are listed outside of New Zealand.
You are not covered for Public Liability, general damages, loss of earnings, medical treatment, third party damage, business interruption and loss of income.
Does the Mutu Guarantee apply to me as a borrower?
No, the Mutu Guarantee is only available to those lending their items. As a borrower, you are fully responsible and liable for the rented item while it’s in your possession. In the event that the borrower is unable to return an item in the condition it was rented in they will need to pay for the item to be repaired or replaced.
If it is possible to repair the item the borrower will pay the repair cost, not the total purchase value of the item. For example, if someone borrows a tent and snaps one of the tent poles, they will only have to replace the pole, not the entire tent.
What happens if someone doesn’t return my item?
If your item has been stolen as a result of renting it out on Mutu, we’ve got you covered. Borrowers who fail to return an item, regardless of the circumstances are liable to pay the full replacement cost of the item. If the borrower is not co-operating and there is a delay in the replacement of your item, you will be eligible for reimbursement.
As the lender, if your item has not been returned you must file a police report before submitting a reimbursement claim with Mutu.
Are businesses covered while renting on Mutu?
If you are a business renting your items on Mutu and there is an unexpected event you will not be eligible for the Mutu Guarantee or reimbursement. You must file any claims through your own commercial insurance. If, for any reason, your commercial insurance doesn’t cover the item, please email email@example.com, and we will do our best to assist you.
Does the Mutu Guarantee reimburse for personal liability?
The Mutu Guarantee does not reimburse for personal liability as Mutu is simply a platform that facilitates those who want things with those who have them. If an item rented on Mutu malfunctions or is misused you will not be reimbursed by Mutu for any costs incurred as a result of this. This is including but is not limited to medical bills, loss of earnings, legal expenses, replacement or repair of damaged property and goods.
Does the Mutu Guarantee reimburse for loss of earnings?
If your item is in the process of being repaired or replaced and you are losing income as a result of this, unfortunately, we cannot reimburse you for the loss. For example, if you are a surf instructor and you lend out your surfboard to a borrower who breaks it, we cannot cover the cost of the loss in income made from your surf lessons or the rental income from the surfboard while the item is being repaired or replaced. We know that some of our users also use rented items in their professional lives which is why we promise to work as quickly as possible to get your item back to you.
Other options if you are not reimbursed by the Mutu Guarantee?
If you are not covered by the Mutu Guarantee, or the limit we reimburse only covers a fraction of the value of the item, you still have the option of recovering the value of the item from the borrower. You have a contract with the borrower that has been broken. Your best option would be to file a claim with the Disputes Tribunal
(click here). This allows a cheap, fast method to make a claim and no lawyers are allowed.