FAQ

General
Renter
Lender
Guarantee

How do I download Mutu?

Mutu is available and free to download on both the IOS App Store & Android Play Store.

You can find the links on the footer of this page. If you want to use Mutu on the web, follow this link.

What items should I list on Mutu?

You can rent or lend holiday, sport and leisure gear, like a paddleboard or bike. Some DIY tools to help a neighbour with their renovations. A vehicle for a business trip, construction equipment for your next project and much more. You name it, we'll lend it (excluding anything illegal, obviously!)

You can list “pretty much anything” as long as it’s not illegal, perishable, inappropriate or offensive to others. As a general rule of thumb: if your item is not going to hurt or offend anyone by posting it, then you have the green light from us.

To ensure our platform remains a safe and enjoyable space we will be deleting listings that don't follow these rules. If you are unsure about an item you want to list, send us an email at contact@mutu.co.nz and we will be happy to help.

How much does it cost to use Mutu?

Mutu’s app is completely free to use! However, to keep it that way, we do charge a small service fee on each transaction.

There is a 10% service fee and 1.5% payment processing fee for each party on every transaction. This covers our platform fees, secure payments as well as the protection of the lister’s items while they’re out there making you money.

So why do we need the service fee? To ensure we can continue to create, maintain and improve our platform whilst providing a seamless user experience.

Someone wants to rent my stuff! How do I go about giving it to them?

How you exchange the item is totally up to you. You can Use Mutu’s secure chat function to arrange with the renter a time & place to meet. You can meet somewhere in public, have the item picked up from your home/business or even deliver it yourself.

What if my item comes back broken, damaged or doesn’t come back at all?

As a lender, if something unexpectedly goes wrong and your items are damaged, broken or stolen we can reimburse you up to the value of $1500.

Click here to see our FAQs for the Mutu guarantee.

Is Mutu safe and will the users be verified?

We want to make sure our Mutu users feel safe and secure when using our platform.

Mutu has a two (2) step process:

Step 1: User Verification
When creating an account, each user will need to provide verification through their email and mobile phone. At this stage you will be free to search for items. To rent or lend an item via the platform each user will need to be verify there email address.

Step 2: Star rating & reviews
The Mutu platform is self-regulating through our star ratings and reviews system. Once you have completed a rental transaction both users will be required to provide a star rating with option for comment. The rating system provides an additional layer of comfort to all users for each exchange.

These two methods provides comfort to both the renter and lender that the user is who they say they are. All information is securely stored and not shared without your prior consent. Mutu also stores all chat exchanges via the app/website if issues do arise.

What if I am a business using Mutu?

Mutu is available for all businesses who have a desire to rent their products. The platform is free to list your items, fees will be incurred when an item is selected for rent.

Our platform will provide you with a wider & completely new market of potential customers as well as a digital marketplace to advertise your inventory.

Please note, Mutu serves as the middle man between the borrower and the lender so we cannot offer any GST or tax advice. However, we can help you understand the functionality available on our platform and provide you with transaction receipts.

If you would like to charge GST on your rentals you will need to include it in the rental price you set.

What if the item I want to rent isn’t on Mutu?

Mutu users are able to put in requests for items that aren't currently listed on the platform. Each item request is sent out to the existing network of lenders to list the item if they are comfortable to do so.

What is the difference between Mutu and other rental businesses?

Traditional renting is an expensive, time consuming, paper heavy process that doesn’t align with the new digital savvy audience

Traditionally, renting an item involves…
- Visiting different businesses to find the best prices.
- Searching through multiple websites to check ratings & reviews.
- Having to go to places that may not be local.
- Filling out paperwork with unclear policies and agreements.

With Mutu you have a frictionless, digital marketplace that allows you to quickly search, compare and locate items to rent based on budget and location. Mutu improves economic dynamics and financial inclusion, through renting stranded items that only get used a few times a year. In the process, reducing emissions and landfill contributions.

Where does the name Mutu come from?

When we share our possessions with others, we create a relationship of trust, which in most cases flows back and contributes to our overall happiness. Founder, Toby Skilton wanted a name that was catchy but also resonated with the brand. He found that the first humans to be recognised using lending and borrowing as a form of trade was the Romans. Mutu is short for the latin word Mutuari, meaning “To lend or to borrow”.

How do I get in touch with Mutu if something goes wrong?

Our users are our main priority and we want to ensure you are always enjoying our platform.
If you have any problems or issues, please email contact@mutu.co.nz and a member of our resolutions team will get in touch with you right away.

I’m from the media and want to spread the news about Mutu, who do I talk to?

We want the world to know about Mutu! If you would like to get in touch regarding an interview please send your media enquiries to contact@mutu.co.nz.

What does Covid-19 mean for renting & lending with Mutu?

As the situation relating to COVID-19 changes regularly, we will continue to update you with changes to service and recommendations for rentals. The restrictions around equipment sharing will vary throughout the alert levels, therefore, we will update this policy accordingly. We would like to take this opportunity to guide the members of our community during the alert levels 2 & 3. During this period we will continue to support rentals across our platform.

Here at Mutu, the safety of our users is our priority, so during any of the Covid levels we would like to strongly encourage contact-free rental exchange practices.

This means placing the rental items on the ground at the door, stepping 2 meters back, and waiting for the item to be collected. Please wait to confirm visually that the rental has been picked up, and do not leave the rental items unattended at any point.

We have created a blog with some more tips for safe sharing: https://www.mutu.co.nz/post/mutu-covid-19-policies-and-updates

How do I rent an item?

With Mutu, renting an item is simple, social and sustainable.

Simply download the Mutu App, search for an item you want to rent based on budget and location, send the owner a rental request, use your item for the duration of the rental period and return it back to the owner in the same condition.

How much should I rent my items for?

Mutu users are able to decide the rental price for their product, however we do have some tips:

- Users need to take into account the products age, condition and sentimental value
- Recommended price per day set between 5-12% of purchase value
- Example: purchase price ($1,000), daily rental price ($50-$150)
- Check out some of the other listings with items similar to yours
- After having your item available for sometime, evaluate the engagement and alter the price based on the interest for your item.

At Mutu, we understand that initially, it might seem tricky to set the right price for your pre-loved goods which is why we have put together a simple chart which can guide you in the right direction.

You can check it out here: https://www.mutu.co.nz/post/how-much-should-i-lend-out-my-stuff-for

What can I rent on Mutu?

You can list “pretty much anything” as long as it’s not illegal, perishable, inappropriate or offensive to others. As a general rule of thumb: if your item is not going to hurt or offend anyone by posting it then you have the green light from us.

We all own things that could be of value to someone else in our community, so why not share them? We recommend starting by renting items that you have lying around the house or garage that you hardly use. You may be surprised by how many things you have!

What if I want to cancel a rental?

Here at Mutu we understand that things happen and situations change. If you need to cancel an item you have agreed to rent you need to send a cancellation notification at least 48 hours before the booking start date and time to avoid being charged a cancellation fee.

If you need to cancel and you don’t notify the lender of your cancellation at least 48 hours before the booking start date and time you will be charged a 30% cancellation fee.

Please note: If you book a rental within 48 hours of the rental start date you will be charged the 30% cancellation fee should you need to cancel.

Can the rental period be extended?

Of course! You just need to contact the lender via our secure in-app messenger to see whether the item is available to be rented for longer. If the lender is okay with it, select the new dates, pay the extra amount, and enjoy the item.

What should I do if the item is damaged or doesn’t work?

We encourage our users to throughourly inspect the item before taking it from the lender. If it is an item that need to be turned on (e.g. food processor) make sure you see it in action first.

If the item doesnt work as described or expected you need to contact Mutu within 24hours of the rental start date and a member of our resolutions team will assist you with getting a refund.

We understand that sometimes it's not always possible for a person to try out the item before they rent it.
If this is the case for you then:
- Message the lender right away to let them know the item is not in the promised or described condition and arrange a time to return it.
- Contact us at contact@mutu.co.nz within 24 hours of the rental start date and we will sort the rest.


If there is a dispute between you and the lender, we are here to help.

What happens if I return the item late?

Mutu will send you notifications reminding you with how long you have left with the item to ensure that the item is returned on time. If for whatever reason you return an item late, you will be charged for each extra day it is in your possession.

If you know that you are going to return an item later than agreed upon, we recommend contacting the lender right away to let them know. Mutu users are generally pretty understanding and you may be able to change the return time to suit both parties.

What happens if the lender doesn't show up?

We don't anticipate this happening very often but if it does happen to you send us an email at contact@mutu.co.nz within 24 hours of the rental start date and time explaining what's happened and we’ll organise a refund.

Can I take an item I have borrowed overseas?

As long as it's okay with the lender, it's fine with us! If you intend on taking the item overseas you just need to ask the lender via the in-app messenger so we have a record of you both agreeing to it.

Can I change my rental dates?

Go for it! To change the rental date, contact the lender via the in-app messenger to check first that the item is available for the new dates you desire and if so, cancel your current booking, rebook and you're good to go.

Please bare in mind if you cancel a booking within 48hours of the rental start date you will incur a 30% cancellation fee. If you have received confimration from the lender that they are happy to change your dates and it is within 48 hours of the rental start date, please contact Mutu right away and we will waive the cancellation fee.

When am I charged? Am I liable for anything that happens to the item whilst renting it?

Mutu will place a hold on your card of the full rental cost as soon as your rental request has been sent. Your provided method of payment will be charged as soon as the lender has accepted your rental request.

In terms of being liable, if the item is returned damaged beyond normal wear-and-tear or if that item is lost or stolen, you are responsible for the repair or replacement costs.

How do I list an item?

With Mutu, listing and lending items is super easy!

- List your item with photos, a description, pricing and location.
- Accept, Receive, manage and approve rental requests.
- Arrange a time and place to exchange the item with the renter.
- Get paid via our secure payment portal.

How long does it take for me to recieve my money?

Once the rental period is complete there is a 48 hour cooldown period to allow for any potential disputes with the rental. Once this period is complete we will deposit the funds into the account you have provided us on the next payrun.

Funds may take 1-2 business days to appear in your account.

If for any reason the money hasn't shown up, please contact us at contact@mutu.co.nz and we will look into it right away.

What is the secret to a successful listing?

Here are a few tips to help your listings get a bit more interest.

- Take good photos of your item and make sure you upload multiple images to get people excited.

Add a detailed and honest description of the item as sharing is created by a relationship of trust.

- Make your price competitive by checking out similar items to yours.

- Ensure you are receiving positive reviews from other transactions. Users will often read reviews before sending a rental request.

Putting in the extra effort to make your listing more exciting is worth it! The better the listing the more money you'll make.

How are my items protected?

As a lender, if something unexpectedly goes wrong and your items are damaged, broken or stolen we can reimburse you up to the value of $1500.

We can guarantee your items up to the value you paid for them or up to a limit of $1500, provided you have your proof of purchase.

Our team here at Mutu want to ensure that you and your items are safe when they are being rented on our platform.

Why has my listing been deleted?

If your listing has been deleted it is likely that your item is either illegal, perishable, inappropriate or offensive to others.

If you think we have got it wrong, send us an email at contact@mutu.co.nz and we will come up with a solution for you.

What if I need to cancel a rental that I have agreed to rent?

If you need to cancel a rental request you won't be charged as long as you do so outside 48 hours of the rental start date.

The user renting your item is counting on having it for their rental period. If you cancel within 48 hours of the rental start date you will be charged a 30% cancellation fee.

What should I do if my item is returned late by the renter?

Mutu will send notifications to the renter reminding them how long they have left with your item to ensure that the item is returned on time.

If for whatever reason they still return your item late, firstly contact the user through our in-app messenger to see if they have a reasonable explanation.

If this doesn't work get in touch with us by emailing contact@mutu.co.nz and we will do our best to get your item back to you.

What should I do if my item doesn't come back at all?

If your item has not been returned at the agreed upon time and the renter is not responding to your messages, contact us right away at contact@mutu.co.nz to explain the situation.

From there we will do our best to reach the renter but if we cannot and we believe your item has been stolen their credit card will be charged based on an internal review of the case by our team. If you believe your item has been stolen you will need to file a police report.

For more info on this click here for a link to our Mutu Guarantee policy.

How does the Mutu Guarantee work?

Generally, the quickest & most stress-free method is to get in touch with the renter to see if you can come up with a solution together. This might mean that they repair the item, replace the item or simply give you cash to the value of the item. Sometimes you might not be able to reach a solution so here’s how we can help:

You need to report this issue to Mutu within 48 hours of the end date of the booking.

Follow the steps below!

- On your Mutu account, go to the “My Items” page and select the relevant booking
- Click on the “Disputes” button at the (Top) of the page.
- Select the reason for your Dispute from the dropdown tab.
- Please provide us with as much information as you can explaining the reason for your Dispute - Include rental number, dates, timeframes, type of damage etc so we can best understand the situation.
- Upload picture or video proof of the condition of your item before & after the rental took place.
- Click “Submit Dispute”. You will receive an email from the Mutu team explaining the next steps.

Please note, businesses using Mutu will be required to claim on their own commercial insurance before we provide you with the Mutu Guarantee. If your own insurance claim won’t cover it, or your claim is rejected for any reason, let us know and we will do our best to help.

Also, the Mutu Guarantee doesn’t cover late fees. However, if your item is returned late and you aren’t able to resolve the issue directly we will do what we can to recover those fees for you.

Am I eligible for reimbursement through the Mutu Guarantee?

To be eligible the following statements must be true:
- You are the person who created and verified the Mutu account which the item in question was rented from.
- You have never had insurance cancelled, refused or declined or had any special terms imposed.
- You have not made more than two insurance claims in the past five years relating to contents and private goods theft or damage.
- You have not been convicted of, or charged with, any offence other than motoring offences in the past 5 years.

How much will Mutu reimburse if something goes wrong?

As a lender, if something unexpectedly goes wrong and your items are damaged, broken or stolen we can reimburse you up to the value of $1500. We can guarantee your items up to the value you paid for them or up to a limit of $1500, provided you meet the Mutu Guarantee criteria.

Our team here at Mutu want to ensure that you and your items are safe when they are being rented on our platform.

What should I do before and after the rental to ensure I'm eligible for reimbursement

Take time-stamped photos or a video of your item within 24 hours of the rental start time (smartphones do this automatically). If your item(s) core function involves it being turned on i.e water blaster, drone, drill etc we will need to see a video of it operating correctly before you handed it over to the renter. Equally, if your item has been damaged or broken during the rental please make sure you document your time stamped photos/video within 24 hours of it being returned.

Make sure all of the items you give the borrower are mentioned in the listing - otherwise we can’t protect them. Remember: proof of purchase is desireble for reimbursement, so hang on to those receipts.
If your item has been returned damaged, broken or hasn’t been returned at all, you need to report this issue to Mutu within 48 hours of the end date of the booking. This can be done via email or through the app/website. If your item hasn’t been returned, the same process applies but we will also need a police report as proof of theft taking place.

If your item is valued more than NZ$1,500 please email contact@mutu.co.nz and we will check to see if we can reimburse you for this item.

How can I reduce my likelihood of having an issue when lending my stuff?

Mutu wants all of our users to feel secure, and the best way for us to ensure this is through trust. To use our platform users will need to go through our verification process. To further protect yourself we advise you to check the other member’s profile and reviews before renting an item.

If you are lending an item that is potentially dangerous when misused we ask that you educate the renter on how to use the item safely. Also, perform inspections of your item both before and after the rental period with the other member. It pays to double-check all of the item’s functions to ensure you are both in agreement with the condition of the item.

What items are “not” able to be reimbursed by the Mutu Guarantee?

There are a few things that we don’t reimburse.

- Anything that is illegal, perishable, inappropriate or offensive to others (e.g. weapons, chemicals, consumables etc).
- Real estate (e.g. houses or land).
- Any vehicles needing a license or permit to operate.
- Pets, animals, livestock.
- General wear and tear (e.g. minor superficial or cosmetic damage that does not affect the functionality of the item).
- Items that have stopped working due to old age or poor item condition.
- Late returns for your items - although we will help you resolve the issue.
- Loss of income, this applies for unfulfilled rentals or work that you can’t fulfil in the absence of your item.
- Any items that are listed outside of New Zealand.
- You are not covered for Public Liability, general damages, loss of earnings, medical treatment, third party damage, business interruption and loss of income.

Does the Mutu Guarantee apply to me as a borrower?

No, the Mutu Guarantee is only available to those lending their items. As a borrower, you are fully responsible and liable for the rented item while it’s in your possession. In the event that the borrower is unable to return an item in the condition it was rented in they will need to pay for the item to be repaired or replaced.

If it is possible to repair the item the borrower will pay the repair cost, not the total purchase value of the item. For example, if someone borrows a tent and snaps one of the tent poles, they will only have to replace the pole, not the entire tent.

What happens if someone doesn’t return my item?

If your item has been stolen as a result of renting it out on Mutu, we’ve got you covered. Borrowers who fail to return an item, regardless of the circumstances are liable to pay the full replacement cost of the item. If the borrower is not co-operating and there is a delay in the replacement of your item, you will be eligible for reimbursement.

As the lender, if your item has not been returned you must file a police report before submitting a reimbursement claim with Mutu.

Are businesses covered while renting on Mutu?

If you are a business renting your items on Mutu and there is an unexpected event you will not be eligible for the Mutu Guarantee or reimbursement. You must file any claims through your own commercial insurance. If, for any reason, your commercial insurance doesn’t cover the item, please email contact@mutu.co.nz, and we will do our best to assist you.

Does the Mutu Guarantee reimburse for personal liability?

The Mutu Guarantee does not reimburse for personal liability as Mutu is simply a platform that facilitates those who want things with those who have them. If an item rented on Mutu malfunctions or is misused you will not be reimbursed by Mutu for any costs incurred as a result of this. This is including but is not limited to medical bills, loss of earnings, legal expenses, replacement or repair of damaged property and goods.

Does the Mutu Guarantee reimburse for loss of earnings?

If your item is in the process of being repaired or replaced and you are losing income as a result of this, unfortunately, we cannot reimburse you for the loss. For example, if you are a surf instructor and you lend out your surfboard to a borrower who breaks it, we cannot cover the cost of the loss in income made from your surf lessons or the rental income from the surfboard while the item is being repaired or replaced. We know that some of our users also use rented items in their professional lives which is why we promise to work as quickly as possible to get your item back to you.

Other options if you are not reimbursed by the Mutu Guarantee?

If you are not covered by the Mutu Guarantee, or the limit we reimburse only covers a fraction of the value of the item, you still have the option of recovering the value of the item from the borrower. You have a contract with the borrower that has been broken. Your best option would be to file a claim with the Disputes Tribunal (click here). This allows a cheap, fast method to make a claim and no lawyers are allowed.
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