Lender FAQs

Frequently Asked Questions

How do I list an item?


With Mutu, listing and lending items is super easy!

  • List your item with photos, a description, pricing and location.
  • Accept, Receive, manage and approve rental requests.
  • Arrange a time and place to exchange the item with the renter.
  • Get paid via our secure payment portal.
Click "here" to see a step-by-step guide for lending.




How long does it take for me to recieve my money?


Once the rental period is complete there is a 48 hour cooldown period to allow for any potential disputes with the rental. Once this period is complete we will deposit the funds into the account you have provided us on the next payrun. Funds may take 1-2 business days to appear in your account. If for any reason the money hasn't shown up, please contact us at contact@mutu.co.nz and we will look into it right away.




Why has my listing been deleted?


If your listing has been deleted it is likely that your item is either illegal, perishable, inappropriate or offensive to others. If you think we have got it wrong, send us an email at contact@mutu.co.nz and we will come up with a solution for you.




What if I need to cancel a rental that I have agreed to rent?


If you need to cancel a rental request you won't be charged as long as you do so outside 48 hours of the rental start date. The user renting your item is counting on having it for their rental period. If you cancel within 48 hours of the rental start date you will be charged a 30% cancellation fee.




What should I do if my item is returned late by the renter?


Mutu will send notifications to the renter reminding them how long they have left with your item to ensure that the item is returned on time. If for whatever reason they still return your item late, firstly contact the user through our in-app messenger to see if they have a reasonable explanation. If this doesn't work get in touch with us by emailing contact@mutu.co.nz and we will do our best to get your item back to you.




What should I do if my item doesn't come back at all?


If your item has not been returned at the agreed upon time and the renter is not responding to your messages, contact us right away at contact@mutu.co.nz to explain the situation. From there we will do our best to reach the renter but if we cannot and we believe your item has been stolen their credit card will be charged based on an internal review of the case by our team. If you believe your item has been stolen you will need to file a police report. For more info on this click "here" for a link to our Mutu Guarantee policy.




What is the secret to a successful listing?


Here are a few tips to help your listings get a bit more interest.

  • Take good photos of your item and make sure you upload multiple images to get people excited.
  • Add a detailed and honest description of the item as sharing is created by a relationship of trust.
  • Make your price competitive by checking out similar items to yours.
  • Ensure you are receiving positive reviews from other transactions. Users will often read reviews before sending a rental request.
Putting in the extra effort to make your listing more exciting is worth it! The better the listing the more money you'll make.




How are my items protected?


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 have your proof of purchase. Our team here at Mutu want to ensure that you and your items are safe when they are being rented on our platform.





All rights reserved

Mutu Limited

BUSINESS

AWARDS

Mutu is a Sustainable Business Awards 2020 finalist.