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Rentlete Enthusiast Refund Policy
Effective as of: April 30, 2020
These terms and conditions govern rentlete ’s policy for Enthusiast refunds (“Enthusiast Refund Policy”) and the obligations of the Athlete associated with the Enthusiast Refund Policy. The Enthusiast Refund Policy applies in addition to rentlete ’s Terms of Service (“rentlete Terms”). The Enthusiast Refund Policy is available to Enthusiasts who book and pay for an experience through the rentlete Platform and suffer a Eligible Issue (as defined below). The Enthusiast’s rights under this Enthusiast Refund Policy will supersede the Athlete ’s cancellation policy.
All capitalized terms shall have the meaning set forth in the rentlete Terms or Payments Terms unless otherwise defined in this Enthusiast Refund Policy.
By using the rentlete Platform as an Athlete or Enthusiast, you are indicating that you have read and that you understand and agree to be bound by this Enthusiast Refund Policy.
1. Eligible Issue
An “Eligible Issue” means any one of the following:
(a) the Athlete of the experience (i) cancels a booking shortly before the scheduled start of the booking, or (ii) fails to provide the Enthusiast with the reasonable ability to access the experience (e.g. does not provide the location and/or a access code).
(b) the Listing’s description or depiction of the experience is materially inaccurate with respect to:
- the scope of the experience (e.g., time, equipment or prerequisite skills required).
- the physical location of the experience (proximity).
(c) at the start of the Enthusiast’s booking, the experience: (i) is not generally accessible; (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Enthusiast’s experience in rentlete ’s judgment.
2. The Enthusiast Refund Policy
If you are a Enthusiast and suffer a Eligible Issue, you are covered by this policy as follows:
Up to 15 minutes after start time. If you report a Eligible Issue up to 15 minutes after start time, we agree, at our discretion, to either (i) reimburse you the amount paid by you through the rentlete Platform (“Total Fees”), or (ii) use our reasonable efforts to help you find and book another experience which is reasonably comparable to or better than the experience described in your original booking in terms of features and quality. rentlete shall decide whether an issue reported by a Enthusiast qualifies as a Eligible Issue, whether to reimburse or rebook a Enthusiast who suffers a Eligible Issue, and whether an alternate experience is comparable or better.
More than 15 minutes after start time. If you report a Eligible Issue more than 15 minutes after start time, we agree, at our discretion, to either (i) reimburse you up to the Total Fees depending on the nature of the Eligible Issue suffered, or (ii) use our reasonable efforts to help you find and book another experience for any unused time left in your booking which is reasonably comparable to the experience described in your original booking in terms of features and quality.
rentlete ’s decisions under the Enthusiast Refund Policy are final and binding on Enthusiasts and Athletes 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 Eligible 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 Enthusiast that booked the experience;
(b) you must report the Eligible Issue to us in writing or via telephone within 15 minutes of discovering the existence of the Eligible Issue, and you must provide us with information (including photographs, videos, or other written or tangible evidence) about the experience and the circumstances of the Eligible Issue;
(c) you must respond to any requests by us for additional information or cooperation on the Eligible Issue within the time specified by rentlete ;
(d) you must not have directly or indirectly caused the Eligible Issue (through your action, omission or negligence);
(e) unless otherwise specified by rentlete or rentlete advises you that the Eligible Issue cannot be remediated, you must use reasonable efforts to try to remedy the circumstances of the Eligible Issue with the Athlete ; and
(f) in order to receive a reimbursement of Total Fees or assistance with booking an alternative experience, you must agree to leave the experience. If you choose to experience in the experience, you may still qualify for a partial refund at rentlete ’s discretion as described in this policy (regardless of whether you reported the Eligible Issue up to 15 minutes after start time).
4. Minimum Quality Standards, Athlete Responsibilities and Reimbursement to Enthusiast
4.1 If you are a Athlete , you are responsible for ensuring that the experiences you list on the rentlete Platform are accessible, adequately and accurately described in the Listing description, safe and do not present a Enthusiast with Eligible Issues. During a Enthusiast’s experience, Athletes should be available, or make a third-party available, in order to try, in good faith, to resolve any Eligible Issues or other Enthusiast issues.
4.2 If you are a Athlete , and if (i) rentlete determines that a Enthusiast has suffered a Eligible Issue related to an experience listed by you and (ii) rentlete either reimburses that Enthusiast (up to their Total Fees) or provides an alternative experience to the Enthusiast, you agree to reimburse rentlete up to the amount paid by rentlete within 30 days of rentlete ’s request. If the Enthusiast is redirected to an alternative experience, you also agree to reimburse rentlete for reasonable additional costs incurred to redirect the Enthusiast. You authorize rentlete Payments to collect any amounts owed to rentlete by reducing your Payout or as otherwise permitted pursuant to the Payments Terms.
4.3 As an Athlete , you understand that the rights of Enthusiasts under this Enthusiast Refund Policy will supersede your selected cancellation policy. If you dispute the Eligible 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 Eligible Issue. In order to dispute a Eligible Issue, you must use reasonable and good faith efforts to try to remedy any Eligible Issue with the Enthusiast unless rentlete advises you that the Eligible Issue cannot be remediated or the Enthusiast has ended the experience.
5. General Provisions
5.1 No Assignment/No Insurance. This Enthusiast 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 Enthusiast, and the Enthusiast has not paid any premium in respect of the Enthusiast Refund Policy. The benefits provided under this Enthusiast Refund Policy are not assignable or transferable by you.
5.2 Modification or Termination. rentlete reserves the right to modify or terminate this Enthusiast Refund Policy, at any time, in its sole discretion. If rentlete modifies this Enthusiast Refund Policy, we will post the modification on the rentlete Platform or provide you with notice of the modification and rentlete will continue to process all claims for Eligible Issues made prior to the effective date of the modification according to the then applicable policy.
5.3 Entire Agreement. This Enthusiast Refund Policy constitutes the entire and exclusive understanding and agreement between rentlete and you regarding the Enthusiast Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between rentlete and you regarding the Enthusiast Refund Policy.
6. Contacting rentlete . If you have any questions about the Enthusiast Refund Policy, please email us.
If you’re an Enthusiast and you encounter an eligible issue that prevents you from being able to complete an experience on rentlete , and you’re unable to resolve it with your Athlete, the Experiences Enthusiast Refund Policy will apply.
Eligible issues
Situations that may be eligible for a refund under the policy generally fall into one of three categories:
- The Athlete fails to carry out the booked experience or arrives more than 15 minutes past the stated start time, causing you to abandon the experience.
- The Athlete makes significant changes to the experience after you book.
- The experience contains a safety or health hazard that would reasonably be expected to adversely affect your participation in the experience.
If rentlete determines that you experienced a Eligible Issue, rentlete will, at its discretion, provide you with a refund. The amount of any refund will depend on the nature of the Eligible Issue encountered.
Submitting a valid claim for refund
To submit a valid claim for your reservation, you are required to:
- Contact us within 15 minutes of the scheduled experience start time to document the issue. Include photographs, a detailed description, or other evidence of the issue as part of your claim.
- Be responsive to our requests for additional information.
- Not have directly or indirectly caused the Eligible Issue.
- Have used reasonable efforts to remedy the circumstances of the Eligible Issue with the Athlete prior to making a claim, including messaging your Athlete on rentlete to notify them of the issue. We'll verify this in your account.
Review the Experiences Enthusiast Refund Policy for more details, including info about the minimum quality standards for experiences, Athlete responsibilities, and what qualifies as a Eligible Issue.
If an issue comes up during your experience, the Enthusiast Refund Policy is here to make sure the rest of your engagement goes smoothly.
From last-minute Athlete cancellations to incorrect descriptions, issues with your experiences can come in many shapes and sizes. For any eligible issue that severely impacts or prevents you from completing your experience, rentlete will help put your engagement with sport back on track.
Situations that may be eligible for a refund under the Enthusiast Refund Policy generally fall into one of two categories:
- Within 15 minutes of start-time
For any eligible issue you notice upon starting, contact us and we’ll rebook you an equal or better experience, or refund you 100% of your money.
- During your experience
For any other eligible issue that comes up later in your experience, contact us and we’ll partially refund or rebook you depending on the nature of the issue.
Eligible Eligible Issues
The Enthusiast Refund Policy features Eligible Issues that are eligible for a refund and the minimum quality standards for every experience. Here are more details on what’s covered by the policy and how rentlete can step in to help:
Athlete is non-committal or unresponsive
The Athlete cancels the reservation during your trip, or they’re unresponsive or unable to resolve an issue at start-time.
This might include:
- Athlete cancels your reservation within 15 minutes of start-time
- Athlete changes your reservation to another listing without your consent
- Athlete gives you the wrong location code and cannot be reached
Listing description was inaccurate
Critical features that were described to you at the time of booking are flawed or not available.
An inaccuracy could be:
- Wrong location
- Accessible features that were listed are missing
- Key elements listed (e.g. equipement, facilities) are unavailable
Submitting a claim
If you encounter a Eligible Issue at any point during your trip and you’re the Enthusiast who booked the reservation on rentlete , here’s what we’ll need from you when you contact us to submit a claim:
- Message or call rentlete within 15 minutes of noticing the Eligible Issue
- Share photos or videos to document issues like dirty linens and incorrect access codes
- Remain available for us to reach you if we need to follow up with next steps
For more information on what’s covered by this policy, read the Enthusiast Refund Policy Terms. If you experience any other issues during your experience that aren’t listed here, contact us day or night, wherever you are in the world.
