Mutu COVID-19 Policies and Updates
Updated: Aug 18
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 Alert Levels 2, 3 & 4. During Alert Levels 2 & 3 we will continue to support rentals across our platform. As we do not consider ourselves an essential service, we strongly encourage our users to disengage with renting and lending items during Alert Level 4.
Below are some important updates to our service at Alert Level 4:
Here at Mutu, the safety of our users is our priority. As we do not currently consider ourselves an essential service we are strongly discouraging our members to rent and lend at Alert Level 4.
If you have an existing rental booked we are removing our cancellation fee until EOD 19/8/2021. This will allow you to cancel your existing rentals and stay safe in your bubble at home. At Alert Level 4 we are also updating our cancellation policy to allow members to cancel their rental up to 24 hours before the rental period begins.
The best thing to do under Alert Level 4 restrictions is plan your future rentals for when it is safe to rent and lend again.
We are still allowing our members to upload listings to the app, which can then be rented once we begin moving down Alert Levels.
Below are some important updates to our service at Alert Levels 2 & 3:
Here at Mutu, the safety of our users is our priority, so 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 would also like to remind our Lenders to carefully clean rental items when they are returned.
We thought we would offer a few tips!
Hard surfaces (Metal, Plastic, Porcelain)
When a surface is visibly dirty, wash with a general household cleaner (soap or detergent). Rinse with water and follow with a disinfectant.
When a surface is not visibly dirty, clean with a commercial product that is both a detergent (cleans) and a disinfectant (kills germs). Wear disposable gloves.
Porous surfaces (Wood, Rubber, and Drywall)
Apply a detergent, bleach and water solution to help it adhere. Apply with a sponge or mop, trying not to over-saturate the surfaces.
Laundered items (Linens, Clothing, Curtains, etc)
Wash all items using the warmest water possible based on the care instructions.
Following these tips will ensure your experience is safe, fun and germ-free!
Other things worth mentioning!
Due to the high level of uncertainty around lockdown restrictions. When we are in stages 2/3/4 of Lockdown we are allowing our users to cancel up to 24 hours before the start of their rental without any cancellation fee. All that we ask is that you do your best to notify the other user as soon as you know that you will no longer be able to complete the exchange.
As a reminder, Renters remain fully liable for the care and timely return of rental items during their rental.
We ask all members of the Mutu Movement to support one another when exchanging rentals during this period. As the situation relating to COVID-19 changes regularly, we will continue to update you with changes to service and recommendations for rentals. If you are unsure about what you can and can’t do throughout the alert levels please refer to this Govt outline: https://covid19.govt.nz/covid-19/alert-system/ and if you have any further questions or concerns please do not hesitate to get in touch with our customer service team at firstname.lastname@example.org.
Thank you from the Mutu Team.