CUSTOMER REFUND POLICY

This Customer Refund Policy controls Onthelease’s policy for Customer refunds and the obligations of the Asset Owner associated with this Policy. This Policy applies in addition to Onthelease’s Terms of Service and Onthelease’s Basic Requirements for Asset Owners and is available to Customers who make reservations via Onthelease platform.

All capitalized terms shall have the meaning set forth in the Onthelease’s Terms of Service or Payments Terms unless otherwise defined in this Customer Refund Policy.

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

General Provisions

This Customer 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 Customer, and the Customer has not paid any premium in respect of the Customer Refund Policy. The benefits that this Customer Refund Policy provides are not assignable or transferable by a Customer.

All determinations of Onthelease with respect to the Customer Refund Policy shall be at the discretion of Onthelease, and final and binding on the Customers and Asset Owners.

Onthelease reserves the right to update, modify or terminate this Customer Refund Policy, at any time, in its sole discretion. If Onthelease modifies this Customer Refund Policy, we will post the modification on the Onthelease Platform or provide you with notice of the modification.

What if I need to cancel because of a problem with the listing or Asset Owner?

If anything unexpected arises during the exchange, we generally suggests Customers to try to discuss with the Asset Owner first. In most cases, the Asset Owners prefer to quickly resolve any issue by fixing it, offering a partial refund, or both. You can contact the asset owner from your inbox.

If the asset owner and the customer reach a mutual agreement that includes reimbursement, both parties can use the Settlement Centre to send and receive money. If the asset owner cancels your reservation, the customer will always get a full refund, including all fees and taxes.

But if the asset owner is unable to or will not offer any help, the customer may be eligible for a full refund under our Customer Refund Policy if he or she contacts us within 24 hours of discovering the issue.

Common issues eligible for a Customer Refund Policy claim

• No access to the exchange. For example, if the asset owner provides the wrong address and he or she cannot be reached, or if your reservation has been changed to another listing without seeking for your consent
• The Asset Owner fails to bring the asset or arrives more than 30 minutes past the agreed exchange time without any communication, causing the Customer to abandon the reservation
• The asset is not safe to operate, faulty, or dirty at the exchange or testing, including dirty garment, in-operable for testing e.g. batteries not charged, or safety or health hazards location for inspection
• The asset is not as it was described in the description of the listing, including when the Asset Owner completely changes the item or adds or omits an item. For example, if you had reserved a lawn mower, and the Asset Owner adds a pair of gloves to the listing and increases the price.

Your next steps

1.  Gather evidence: If possible, take photos or videos to document issues like dirty garment or in-operable function
2. Contact us: Email or message us within 24 hours of noticing the issue along with your evidence such as photos or videos
3. Remain available: Onthelease team will need to follow up on next steps specific to your situation

Minimum Quality Standards, Asset Owner Responsibilities, and Reimbursement to Customer

As an Asset Owner, you are responsible for ensuring that the item you list on the Onthelease Platform is clean, in good condition and safe to operate during and before exchange. Before and during the rental period, Asset Owners should be available, or make a third-party available, in order to try, in good faith, to resolve any issues the Customer may have with the item.

If (i) Onthelease determines that a Customer has suffered related to your rental item issues and (ii) Onthelease reimburses that Customer (up to their Total Fees), you agree to reimburse Onthelease up to the amount paid by Onthelease within 30 days of request from Onthelease. You authorize Onthelease Payments to collect any amounts owed to Onthelease by deducting the amount from your Payout or as otherwise permitted pursuant to the Payments Terms.

As an Asset Owner, you understand that the rights of Customers under this Customer Refund Policy will supersede the Asset Cancellation Policy. If you dispute the issue, you may notify us via email or messaging tool and provide us with information and evidence such as photographs or videos, etc. disputing the claims regarding the issue, provided you used reasonable and good faith efforts to try to resolve the issue with the Customer prior to disputing the issue claim.