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Renter Refund Policy

Effective as of: 12th May, 2020

These terms and conditions govern RentMy’s policy for Renter refunds (“Renter Refund Policy”) and the obligations of the Owner associated with the Renter Refund Policy. The Renter Refund Policy applies in addition to RentMy’s Terms and Conditions (“RentMy Terms”). The Renter Refund Policy is available to Renters who book and pay for an item through the RentMy Platform and suffer a Rental Issue (as defined below). The Renter’s rights under this Renter Refund Policy will supersede the Owner’s cancellation policy.

All capitalised terms shall have the meaning set forth in the RentMy Terms or Payments Terms unless otherwise defined in this Renter Refund Policy.

By using the RentMy Platform as an Owner or Renter, you are indicating that you have read and that you understand and agree to be bound by this Renter Refund Policy.

1. Rental Issue

A “Rental Issue” means any one of the following:

(a) the Owner of the Item (i) cancels a booking shortly before the scheduled start of the booking, or (ii) fails to provide the Renter with the reasonable ability to access the Item (e.g. does not provide an address or collection time).

(b) the Listing’s description or depiction of the Item is materially inaccurate with respect to:

the size of the Item (e.g., bike frame size, tent capacity, trailer size etc.),

whether the Item technical information is correct (e.g. camera capabilities, bike gear numbers etc.)

the condition of the Item (e.g. it is not in a useable condition or is listed incorectly)

(c) at the start of the Renter’s booking, the Item: (i) is not generally clean and sanitary; (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Renter’s ability to use the Item in RentMy’s judgment, or (iii) is not functional according to it’s purpose.

2. The Renter Refund Policy

If you are a Renter and suffer a Rental Issue, you are covered by this policy as follows:

Up to 24 hours after collection. If you report a Rental Issue up to 24 hours after collection, we agree, at our discretion, to either (i) reimburse you the amount paid by you through the RentMy Platform (“Total Fees”), or (ii) use our reasonable efforts to help you find and book for any unused days left in your booking another Item which is reasonably comparable to or better than the Item described in your original booking. RentMy shall decide whether an issue reported by a Renter qualifies as a Rental Issue, whether to reimburse or rebook a Renter who suffers a Rental Issue, and whether an alternate Item is comparable or better.

More than 24 hours after check-in. If you report a Rental Issue more than 24 hours after check-in, we agree, at our discretion, to either (i) reimburse you up to the Total Fees depending on the nature of the Rental Issue suffered, or (ii) use our reasonable efforts to help you find and book another Item for any unused days left in your booking which is reasonably comparable to the Item described in your original booking.

RentMy’s decisions under the Renter Refund Policy are final and binding on Renters and Owners but do not affect other contractual or statutory rights you may have. Any right that you may have to initiate legal action remains unaffected.

3. Conditions for making a Claim

To submit a valid claim for a Rental Issue and receive the benefits with respect to your booking, you are required to meet each of the following conditions:

(a) you must be the Renter that booked the Item;

(b) you must report the Rental Issue to us in writing or via telephone within 24 hours of discovering the existence of the Rental Issue, and you must provide us with information (including photographs, videos, or other written or tangible evidence) about the Item and the circumstances of the Rental Issue;

(c) you must respond to any requests by us for additional information or cooperation on the Rental Issue within the time specified by RentMy;

(d) you must not have directly or indirectly caused the Rental Issue (through your action, omission or negligence);

(e) unless otherwise specified by RentMy or RentMy advises you that the Rental Issue cannot be remediated, you must use reasonable efforts to try to remedy the circumstances of the Rental Issue with the Owner; and

(f) in order to receive a reimbursement of Total Fees or assistance with booking an alternative Item, you must agree to return the Item immediately. If you choose to keep the Item for the length of your booking, you may still qualify for a partial refund at RentMy’s discretion as described in this policy (regardless of whether you reported the Rental Issue up to 24 hours after check-in).

4. Minimum Quality Standards, Owner Responsibilities and Reimbursement to Renters

• 4.1 If you are an Owner, you are responsible for ensuring that the Items you list on the RentMy Platform are accessible, adequately and accurately described in the Listing description, safe and clean, and do not present a Renter with Rental Issues, as specified in these terms. During a Renter’s booking of an Item, Owners should be available, or make a third-party available, in order to try, in good faith, to resolve any Rental Issues or other Renters issues.

• 4.2 If you are an Owner, and if (i) RentMy determines that a Guest has suffered a Rental Issue related to an Item listed by you and (ii) RentMy either reimburses that Renter (up to their Total Fees) or provides an alternative Item to the Renter, you agree to reimburse RentMy up to the amount paid by RentMy within 30 days of RentMy’s request. You authorize RentMy Payments to collect any amounts owed to RentMy by reducing your Payout or as otherwise permitted pursuant to the Payments Terms.

• 4.3 As an Owner, you understand that the rights of Renters under this Renter Refund Policy will supersede your selected cancellation policy. If you dispute the Rental Issue, you may notify us in writing or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Rental Issue. In order to dispute a Rental Issue, you must use reasonable and good faith efforts to try to remedy any Rental Issue with the Renter unless RentMy advises you that the Rental Issue cannot be remediated or the Renter has returned the Item.

5. General Provisions

• 5.1 No Assignment/No Insurance. This Renter Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Renter, and the Renter has not paid any premium in respect of the Renter Refund Policy. The benefits provided under this Renter Refund Policy are not assignable or transferable by you.

• 5.2 Modification or Termination. RentMy reserves the right to modify or terminate this Renter Refund Policy, at any time, in its sole discretion. If RentMy modifies this Renter Refund Policy, we will post the modification on the RentMy Platform or provide you with notice of the modification and RentMy will continue to process all claims for Rental Issues made prior to the effective date of the modification according to the then applicable policy.

• 5.3 Entire Agreement. This Renter Refund Policy constitutes the entire and exclusive understanding and agreement between RentMy and you regarding the Renter Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between RentMy and you regarding the Renter Refund Policy.

6. Contacting RentMy. If you have any questions about the Renter Refund Policy, please email us.

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