Settling directly with a borrower

If a borrower is unable to return your items to you, they'll need to replace it or reimburse you for it's full value. It's normally best to settle rental-related issues directly with a borrower - it can save borrowers money and can save time for both of you.

If a borrower fails to return your item, they'll need to either:

  • Provide you with a replacement item (you may want to send them links to suitable online replacement items)

  • Pay you the equivalent amount to replace the item (you'll need to let them know the accurate replacement cost and share your bank account details for a transfer)

Please note, direct settlements between borrower and lender must take place within 24 hours of the end of a rental period. If a borrower doesn't settle directly within that timeframe, they risk being liable for an additional 30% fee.

The Resolutions process

Tell us within 24 hours

If a borrower has not returned all your items  by the agreed upon return time (regardless of whether the borrower says they will return the items at a later time / date), you'll need to notify the Fat Llama Customer Service team via Live Chat within 24 hours of the end of the rental period.

We'll assign you a dedicated member of the Resolutions Team who will reach out to you within 1 working day.

Self - resolve

We ask that borrowers and lenders always try to resolve in good faith between themselves as it is often cheaper and quicker for all parties involved. 

At this stage, your Resolutions Case Manager will check in on the progress and be available to answer any questions.

The Resolutions Team will assess and mediate

If the borrower has not returned your items or compensated you within 48 hours of the incident case being reported, then you may choose to have the Resolutions Team to step in to formally mediate. 

The Resolutions team will assess and mediate

Our Resolutions Team is here to mediate any issues you might have with a rental. We will always aim to be as fair as possible, to protect our lenders' equipment and to protect borrowers from potential false claims. 

We'll ask you to provide a short written account of events and provide supporting documentation to prove your ownership of the equipment. This includes formal Proof of Purchase documentation (e.g. receipt, invoice or order confirmation) and timestamped photos and videos. Find out how to document your rental here.

Using accounts and evidence provided by both parties, the Resolutions Team will determine who is liable and for how much. The conclusion they make will be final.

Borrowers may be liable for penalty fees

If the Resolutions Centre determines the borrower to be liable to pay for item they haven’t returned to you, they will issue the borrower with an invoice plus an additional 30% Fat Llama processing fee (avoidable by direct settlement). 

If for any reason there's a significant delay on the borrower's payout, Fat Llama will pay you for the full amount and the borrower, and recoup from the borrower directly.

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