RETURN & PRIVACY POLICIES

Renter Refund Policy
To be eligible for a refund in the event of a “Renting Issue”, the renter must:
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1. Report the issue, including providing photographs or other evidence, to us within 2 hours of receiving the item and cooperate in providing requested information;
2. Not to be the direct or indirect cause of the issue; and
3. Make reasonable efforts to resolve the issue with the lender before filing a claim.

UrbanHires reserves the right, at its discretion, to provide a full or partial refund to the renter, excluding delivery costs, service fees, and processing fees, in the event of the following circumstances:

a) The lender cancels a reservation twenty-four (24) hours or less before the scheduled arrival of the item or fails to provide the item to the renter.
b) The description of the item in the listing on UrbanHires significantly differs from the actual item. Please note that minor wear and tear not mentioned in the description does not qualify for a refund.
c) At the beginning of the renter’s reservation, the item is unclean, unsanitary, or presents safety or health hazards that reasonably affect the renter’s use of the item, as determined by UrbanHires.
d) The item is delivered late and does not arrive in time for the renter to use it for the intended date. In such cases, the renter must return the item unworn within 24 hours after receipt; failure to comply may result in the forfeiture of the refund – (this is the only scenario where a refund, including delivery fees, will be issued.)

We value your satisfaction and strive to address any issues promptly and fairly.

In-App Chat Policy
‍At UrbanHires, our in-chat messaging and calling feature is designed to facilitate communication between renters and lenders. This feature is enabled as soon as the lender approves your rental request, allowing you to discuss details, coordinate the pickup or delivery, and address any questions you may have. The chat remains accessible throughout the rental period and up to 24 hours after the item is confirmed as received back, providing a window for emergency contact if needed. Our goal is to offer a seamless and secure communication platform for our users, ensuring that all your interactions are straightforward and efficient.
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For any issues or concerns beyond this timeframe, please do not hesitate to contact our support team at support@urbanhires.com. We're here to assist you with any questions or problems that may arise, ensuring that your experience with UrbanHires is smooth and stress-free.

Buying Policy
Please note that these Buying Policies serve as guidelines to promote a fair and transparent buying experience on UrbanHires. By participating in buying activities on the platform, both sellers and buyers agree to adhere to these policies.

Buyer:
a) Accurate Information: As a buyer on UrbanHires, it is important to provide accurate and complete information when making a purchase. Ensure that your shipping address, contact details, and payment information are correct and up-to-date.
b) Read Item Descriptions: Carefully review the item descriptions, including specifications, conditions, and photographs, to ensure that the item meets your expectations.
c) Purchase Commitment: When you commit to purchasing an item on UrbanHires, you are entering into a binding agreement. Only initiate a purchase if you intend to complete the transaction and fulfill your payment obligations.
d) Payment: UrbanHires will promptly complete the payment for the purchased item using the approved payment methods specified by the seller - once the buyer confirms the item is in quality condition, and/or received.
e) Communication with Sellers: Maintain open and respectful communication with sellers. If you have any inquiries, concerns, or issues regarding the item, shipping, or any other aspect of the transaction, reach out to the seller directly through the UrbanHires platform.

Seller:
a) Item Representation: As a seller on UrbanHires, it is your responsibility to accurately represent the items you list for sale. Provide clear and detailed descriptions, including any relevant specifications, conditions, and photographs that reflect the actual state of the item.
b) Pricing and Payment: Set reasonable and fair prices for your items. Ensure that the listed prices are accurate and include any applicable taxes or fees. Sellers must also specify the accepted payment methods for buyers to complete the purchase transaction.
c) Item Availability: Sellers must ensure that the items listed on UrbanHires are available for sale. If an item becomes unavailable after a buyer has made a purchase, it is the seller's responsibility to promptly inform the buyer and arrange for a refund or offer a suitable replacement.
d) Timely Shipping: Sellers are required to ship the purchased items to buyers within the specified timeframe mentioned in the listing. Promptly provide shipping updates and tracking information to buyers to ensure transparency and timely delivery.

Cancellation Policy for Renters:
a) Full Refund Eligibility: If you cancel your hire more than four (4) days before the rental start date, you are eligible for a full refund. This includes the item price, bond, and delivery fees, but excludes the ten percent (10%) service fee.
b) No Refund After Four Days: If you cancel within four (4) days of the rental start date, you are not eligible for a refund. Funds will be automatically transferred to the lender's selected bank account.
c) Terms Dependence: Refunds are subject to the terms of the applicable cancellation policy, which can be found on our App.

Cancellation Policy for Lenders:
a) Refunds for Cancellation: If a lender cancels a confirmed rental, UrbanHires will promptly refund the total fees to the renter, excluding the ten percent (10%) UrbanHires service fee and delivery fees.
b) Alternative Listing Option: If the renter opts for an alternative listing and the associated lender confirms the request, the renter agrees to pay the total fees for the confirmed rental of the item in accordance with our terms.
c) Communication Protocol: If a lender cancels a confirmed rental and the renter has not received any communication from them, please contact UrbanHires directly.
d) Item Condition Disclaimer: Be aware that items may exhibit minor wear and tear not explicitly detailed in the description, and such wear does not qualify for a refund under our policy.

Return Policy
- Before Rental Start: If you cancel your booking more than four days before the rental start date, you will receive a full refund, including the item price and bond, but excluding the 10% service fee.
- After Four-Day Window: No refunds are provided, and the payment is automatically transferred to the lender's bank.

Refund Eligibility in Event of Renting Issues:
- Renters must report any issues within 2 hours of item receipt, including submitting required photographs or evidence, not causing the issue directly or indirectly, and making reasonable efforts to resolve it with the lender.

- Full or partial refunds, excluding delivery costs, service fees, and processing fees, may be granted if:
a) The lender cancels less than 24 hours before delivery or fails to deliver.
b) The item significantly differs from its listing description.
c) The item arrives unclean, unsanitary, or unsafe.
d) The item arrives too late for its intended use (the only case where delivery fees are also refunded).
e) If no issues are reported within 2 hours, the payment minus the delivery fee is released to the lender.

Handling of Delivery Fees:
The delivery fee paid at the start of the rental will be utilised to cover the costs of returning the item in cases such as rental issues or at the end of the rental period. This fee facilitates the smooth return of items, ensuring they are returned to the lender securely and promptly.

Return Methods:
- Postal Return: Use Australia Post guidelines for safe and secure returns.
- In-Person Pick-up: Coordinated directly with the lender at the original or an alternative specified location.
- Third-Party Delivery Service: Renters may use services like Uber and DoorDash to facilitate returns, ensuring timely and secure item handling.

Communication:
Clear communication between renters and lenders is crucial to smooth the return process, adhering to the agreed methods and timelines to guarantee a hassle-free experience.

Content Policy
By sharing content on UrbanHires, you accept these guidelines and other UrbanHires policies. We retain the right to remove any content, partially or entirely, that violates these guidelines or UrbanHires’ Terms of Service, or for any other reason at our sole discretion.

If there are repeated or significant violations, we may suspend or permanently deactivate the relevant account(s). UrbanHires’ decision regarding the classification of prohibited content will be final and binding.
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To report content that violates our Terms of Service or Content Guidelines, please contact us directly.

Listing Policy
Lenders are expected to create accurate, transparent, and useful listings for potential users. UrbanHires prohibits:

- Including advertising or other promotional content.
- Endorsing or promoting illegal, harmful, violent, or offensive activities, or using profane, vulgar, obscene, defamatory, threatening, or discriminatory language.
- Engaging in political, religious, or social commentary.
- Attempting to impersonate somebody else.
- Sharing fraudulent, false, misleading, or deceptive content.
- Referring to ongoing investigations conducted by UrbanHires.
- Violating the rights of individuals or entities, including intellectual property and privacy rights.
- Uploading photos with watermarks or logos that advertise businesses or brands.

Reviews Policy
Authentic and truthful reviews and feedback are essential to our community. We have guidelines in place to ensure the integrity of our platform. The following actions are prohibited:

- Submitting reviews that do not reflect your personal experience.
- Posting reviews that are unrelated to the actual reservation, including political, religious, or social commentary.
- Endorsing or promoting illegal, harmful activities, violence, or using profanity, vulgarity, obscenity, defamation, threats, or discriminatory language.
- Violating the rights of individuals or entities, such as intellectual property or privacy rights, by sharing somebody’s full name, address, or identifying information without permission.
- Using reviews as a means of extortion.
- Referring to ongoing investigations conducted by UrbanHires.

Rules and Regulations for Dispute Resolution
In the event of a dispute or disagreement between members of UrbanHires, the following procedures will be followed to seek resolution:

1. Direct Communication: Users involved in a dispute are encouraged to engage in direct communication with each other to seek a resolution. This includes a clear and open dialogue to discuss the issue, express concerns, and explore potential solutions.
2. Mediation: If direct communication does not lead to a satisfactory resolution, users may request mediation through UrbanHires. Our team will act as neutral mediators to facilitate communication and assist in finding a mutually agreeable resolution.
3. Arbitration: If mediation attempts are unsuccessful, either party may request arbitration. The arbitration process will be conducted in accordance with the rules and regulations of the arbitration body designed by UrbanHires. The decision reached through arbitration will be binding on all parties involved.
4. Legal Action: If arbitration does not result in a resolution or is not feasible, users retain the right to pursue legal remedies available to them in accordance with applicable laws and regulations.

UrbanHires is not responsible for resolving disputes between renters and lenders and does not assume liability to an extent for any action or omissions of its members, including communication made outside of the App.
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UrbanHires has the right to determine the outcome according to account information shared between both members.

In the event of a dispute the following procedure must be complied prior to contacting UrbanHires:


1. Have you attempted direct communication with the other party involved?
2. If direct communication was unsuccessful, have you considered requesting mediation through UrbanHires?
3. If mediation is not feasible or does not lead to a resolution, have you reviewed the option of arbitration? - in cases where mediation has been unsuccessful, members may request arbitration. UrbanHires will use its best endeavours to facilitate resolution between members in conflict with reputable arbitration bodies, within UrbanHires to ensure that this process is conducted in accordance with rules and regulations. The decision reached through the arbitration will be binding on all parties involved, providing  a final and conclusive resolution to the dispute.
4. If all other options have been exhausted, have you explored the possibility of legal action in accordance with applicable laws and regulations?

We encourage members to approach conflict resolution in a collaborative and amicable manner, prioritising effective communication and fair resolutions.

Copyright and Privacy Policy
By visiting and utilising the UrbanHires App, you acknowledge and agree to adhere to the Terms of Use, which encompasses the Copyright and Privacy Policy. UrbanHires retains the authority to modify these terms and policies at its discretion.

Copyright:
This website is owned and operated by UrbanHires Pty Ltd t/a UrbanHires (“we”, “our”, “us”). The website, its content (including design, images, photographs, text, graphics), and associated materials are protected by copyright and owned by UrbanHires.

You are granted permission to view, copy, print, and distribute the information on this website under the following conditions:

- The permission granted is limited to informational, personal, and commercial use.
- You will not modify the information or graphics.
- Graphics will not be copied or distributed separately from their accompanying text, and materials will be not quoted out of context.
- The copyright notice (Copyright © 2023 - 2024 UrbanHires Pty Ltd t/a UrbanHires) will be displayed on all content from this App.
- You acknowledge that UrbanHires Pty Ltd may revoke this permission at any time, and you must cease your activities related to this permission upon notice from UrbanHires.

Please note that this permission does not include copying the design elements, look and feel, or layout of this App.

Privacy Policy:
At UrbanHires, we hold the privacy of the members (“you”, “your”, “yours”) in high regard. Your personal information will only be used in accordance with our Privacy Policy outlined below, unless otherwise authorised by you.
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The purpose of this Privacy Policy is to provide you with information regarding the collection, storage, and use of personal information provided to us.

Information Collection: We collect information to enhance your personalised shopping experience on our services. By registering with UrbanHires, you give consent to the collection of your personal information.

When placing an order, we require certain personal details, including your name, email address, phone numbers, residential and shipping addresses, as well as payment method details. This information is collected to process and fulfill your order.
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We use email addresses and mobile numbers to communicate important information related to your order, such as confirmation notices and reminders for overdue items.
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Additionally, we may use the information to provide you with relevant product details and special offers. If you do not wish to receive such communications, you can unsubscribe by emailing our Customer Service Team directly through the app.
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To improve our website and tailor it to our customers’ needs, we analyse data on customer activities and web page traffic.

Cookies: Our website utilises cookies, small data files sent by the website to your computer. Cookies are essential for certain website functions, such as remembering preferences and settings. We use cookies to track your purchases, store previous purchases, and provide content tailored to your interests. Third-party cookies, such as Google Analytics and Google advertising cookies, help us measure the effectiveness of our service and display relevant ads and promotions based on your shopping preferences.

Link to Third-Party Sites: To provide additional value, we may include links to third-party websites. These sites have separate copyright and privacy policies, and we encourage you to review them when visiting those sites. This Copyright and Privacy Policy Statement only applies to our website and does not cover any other websites. Therefore, we are not responsible for the content and activities of linked sites.