Renter FAQs

Frequently Asked Questions

How do I rent an item?


With Mutu, renting an item is simple, social and sustainable.

Simply download the Mutu App, search for an item you want to rent based on budget and location, send the owner a rental request, use your item for the duration of the rental period and return it back to the owner in the same condition.
Click "here" to see a step-by-step guide to renting.




How much should I rent my items for?


Mutu users are able to decide the rental price for their product, however we do have some tips:

  • Users need to take into account the products age, condition and sentimental value
  • Recommended price per day set between 5-12% of purchase value
  • Example: purchase price ($1,000), daily rental price ($50-$150)
  • Check out some of the other listings with items similar to yours
  • After having your item available for sometime, evaluate the engagement and alter the price based on the interest for your item.
At Mutu, we understand that initially, it might seem tricky to set the right price for your pre-loved goods which is why we have put together a simple chart which can guide you in the right direction.

You can check it out here: https://www.mutu.co.nz/post/how-much-should-i-lend-out-my-stuff-for




What can I rent on Mutu?


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. We all own things that could be of value to someone else in our community, so why not share them? We recommend starting by renting items that you have lying around the house or garage that you hardly use. You may be surprised by how many things you have!




What if i want to cancel a rental?


Here at Mutu we understand that things happen and situations change. If you need to cancel an item you have agreed to rent you need to send a cancellation notification at least 48 hours before the booking start date and time to avoid being charged a cancellation fee. If you need to cancel and you don’t notify the lender of your cancellation at least 48 hours before the booking start date and time you will be charged a 30% cancellation fee. Please note: If you book a rental within 48 hours of the rental start date you will be charged the 30% cancellation fee should you need to cancel.




Can the rental period be extended?


Of course! You just need to contact the lender via our secure in-app messenger to see whether the item is available to be rented for longer. If the lender is okay with it, select the new dates, pay the extra amount, and enjoy the item.




What should I do if the item is damaged or doesn’t work?


We encourage our users to throughourly inspect the item before taking it from the lender. If it is an item that need to be turned on (e.g. food processor) make sure you see it in action first. If the item doesnt work as described or expected you need to contact Mutu within 24hours of the rental start date and a member of our resolutions team will assist you with getting a refund.
We understand that sometimes it's not always possible for a person to try out the item before they rent it. If this is the case for you then:

  • Message the lender right away to let them know the item is not in the promised or described condition and arrange a time to return it.
  • Contact us at contact@mutu.co.nz within 24 hours of the rental start date and we will sort the rest.
If there is a dispute between you and the lender, we are here to help.




What happens if I return the item late?


Mutu will send you notifications reminding you with how long you have left with the item to ensure that the item is returned on time. If for whatever reason you return an item late, you will be charged for each extra day it is in your possession. If you know that you are going to return an item later than agreed upon, we recommend contacting the lender right away to let them know. Mutu users are generally pretty understanding and you may be able to change the return time to suit both parties.




What happens if the lender doesn't show up?


We don't anticipate this happening very often but if it does happen to you send us an email at contact@mutu.co.nz within 24 hours of the rental start date and time explaining what's happened and we’ll organise a refund.




Can I take an item I have borrowed overseas?


As long as it's okay with the lender, it's fine with us! If you intend on taking the item overseas you just need to ask the lender via the in-app messenger so we have a record of you both agreeing to it.




Can I change my rental dates?


Go for it! To change the rental date, contact the lender via the in-app messenger to check first that the item is available for the new dates you desire and if so, cancel your current booking, rebook and you're good to go. Please bare in mind if you cancel a booking within 48hours of the rental start date you will incur a 30% cancellation fee. If you have received confimration from the lender that they are happy to change your dates and it is within 48 hours of the rental start date, please contact Mutu right away and we will waive the cancellation fee.




When am I charged? Am I liable for anything that happens to the item whilst renting it?


Mutu will place a hold on your card of the full rental cost as soon as your rental request has been sent. Your provided method of payment will be charged as soon as the lender has accepted your rental request. In terms of being liable, if the item is returned damaged beyond normal wear-and-tear or if that item is lost or stolen, you are responsible for the repair or replacement costs.





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