ShareRoo Help

Effective Date: January 1st, 2025

Overview

ShareRoo is a peer-to-peer eCommerce website, where the community of users share their personal items to each other in return for a rental fee. The owner can upload photos of their item (for example sporting equipment, leisure, household items, computers, multimedia, photography, mobility and transport, etc), which are then validated by our staff, and then activated on the website. Once an item is activated on the website, then other users can search or browse categories to find an item that they would like to rent, which would include your item.

All items that are presented to the user are in order of distance from their address, so you will always see rental items that are close to where you live. If a user would like to rent an item, then every item has a calendar that highlights which days the item is available for rent. A popular item could be rented by many users during a calendar month, but the minimum rental period is 1 day, and the default maximum rental period is 30 days, which can be extended by the owner. Once the user sends a rental request for the item, the owner is immediately notified. The owner must respond within 24 hours, otherwise the rental request will expire, and the owner will receive an automatic rating downgrade. It is in the best interests of the owner to respond quickly to rental requests, and also the internal ShareRoo messaging system.

Assuming the owner accepts the rental request, then the calendar for the item is blocked for the days that were requested. The rental amount is immediately debited from the renters’ credit card, and the renter is then able to collect the item from the owner’s address. All information about the owner and their address is provided to the renter upon payment. The renter is then able to co-ordinate directly with the owner about the collection time and location, via the internal ShareRoo messaging system. On the day of the rental, the renter can collect the item at the location and time specified by the owner. The user is then free to use the item in an acceptable way for the entire rental period.

At the end of the rental period, the item is returned to the owner on time and in the same condition that it was borrowed. The owner is responsible for inspecting the item when it is returned. Once the rental period has ended, typically at midnight on the end date of the rental, then both renter and owner are sent a notification confirming the rental period termination, and also encouraged to provide a bi-directional rating of each other. The rating given can be between 1-5 stars, and is awarded to the renter and the owner for every transaction.

registration

ShareRoo registration and membership is fast and free, and can be completed in seconds by providing your full name, address, mobile phone number and eMail. Once the registration process is complete, then you are free to use all the features offered by the platform.

ShareRoo membership is only offered to individuals 16 years or over. Younger people can request that their parents register an account, but the parent must take full responsibility for all activity against that account.

owners

If you would like to lend a personal item that belongs to you, then follow the below steps:

Create a listing for the item, by uploading photos and providing a meaningful description
Review incoming rental requests and approve them
Arrange a time to exchange your item with the renter
Receive payment through our secure payment system, direct to your BSB/Account number
Receive the item back from the renter, ensuring that it is not damaged in any way
Leave a review for the renter

Generally speaking, most items are allowed to be uploaded to ShareRoo, but there are some obvious exceptions, which are detailed in the T&C’s. Any attempts to upload forbidden items will be captured by our Gatekeeper, and the owner will be notified of the breach.

If the owner is planning to be absent for a period of time, then it is wise to pause all active items until they can be rented again. This can be performed in the Dashboard/My Items pause function.

The owner can also delete their items from the ShareRoo platform at any time, using the My Items delete function. The owner will of course be blocked from deleting an item if there is a future rental request accepted against it. The owner must first cancel the future rental requests before deleting the item.

Users of the system can only see the owners first name, your photo, your rating, and an approximate location of the item. Only once a rental request has been accepted, will the location of the item be provided to them.

renters

If you would like to rent a personal item from an owner, then follow the below steps:

Find what you’re looking for using the search and browse facilities
Select the dates that you would like to rent the item
Enter your credit card details and submit your rental request
Wait for the owner to accept your rental request
Arrange a time to collect your item from the renter using he ShareRoo internal messaging

If the owner does not appear at the agreed time and location, then call the owner directly and question their whereabouts. If they do not arrive then contact the ShareRoo customer support providing the rental reference number. You are then officially withdrawn from the rental agreement, and will be refunded the full rental amount.

Identity Verification (KYC)

All ShareRoo users must perform a KYC check prior to performing a transaction.

If you are the item owner, then you will be prompted to perform the KYC checks before you complete the upload of your first item. Once your identity is successfully verified, then you will not need to perform another KYC check again.

If you are the renter of an item, then you will be prompted to perform the KYC checks before you complete your first rental request. Once your identity is successfully verified, then you will not need to perform another KYC check again.

Rental Requests

Renter:

If you would like to rent a personal item from an owner, then follow the below steps:

Find what you’re looking for using the search and browse facilities
Select the dates that you would like to rent the item
Enter your credit card details and submit your rental request
Wait for the owner to accept your rental request
Arrange a time to collect your item from the renter using he ShareRoo internal messaging
Enjoy the item that you have rented, while taking good care of it
Return the item to the renter on the end date of the rental period
Leave a review for the owner

If your rental request has not been confirmed by the owner, you can freely edit or delete it, including changing the start or end dates. Once the rental is accepted, you can only extend the rental by submitting a new rental request, which requires owner approval and payment. Reducing the period of a confirmed rental is not supported.

Owner:

If you would like to confirm a rental request from a potential renter, then follow the below steps:

Receive a ShareRoo notification of the rental request
Navigate to the Dashboard/Transactions page, where you can review all open rental requests
Accept the rental request

renter collection

When collecting a rental item at the agreed location and time, it is important to ensure that the item corresponds accurately to its description on the ShareRoo platform.

If the item has significant defects or does not match its description, then you are not required to accept it, and may cancel the rental agreement. To receive a full refund, simply provide the rental reference number to ShareRoo, along with a reason why the item did not meet your expectations. Any item you receive is assumed to be in perfect condition unless otherwise specified.

rental returns

The renter is expected to return the item to the owner in the same condition it was received. If additional cleaning is required, and it can be proven that the owner faced significant extra effort, a cleaning fee may be charged to the renter.

Once the rental item is returned, the owner is obliged to perform a full inspection to ensure there is no damage. If there are any defects, then they must be reported to both the renter and ShareRoo immediately, including a photo, full description and the date the damage occurred. All rental items are insured through our insurance partner, but this policy can be voided if the damage report is delayed more than 3 days.

If the rental item is returned late, then a certain amount of tolerance is expected. As the owner, you are welcome to call the renter directly to determine their whereabouts. If the rental item is returned unacceptably late, then be sure to rate the renter accordingly.

lost or stolen items

If a renter steals an item, the owner must file a Police report, and share a copy with ShareRoo. The renter will then be charged by ShareRoo for the replacement value of the item, and the full amount will be reimbursed to the owner.

If the renter loses an item, then renter will also be charged by ShareRoo for the replacement value of the item.

cancellations

Owner:

Owners are free to cancel rentals via the Dashboard/Transactions facility, up until 23:55 on the day prior to the rental start date.

Cancellations should only be considered when all other options are exhausted. To avoid a poor rating, try to provide the renter as much advanced notice by cancelling as early as possible. This will allow the renter to find an alternative solution in time, without impacting their schedule.

Renter:

Unconfirmed rental requests can be cancelled via the Dashboard/Transactions facility at no charge, and reserved credit card funds are subsequently released.

Confirmed rentals must be cancelled via the Dashboard/Transactions facility, which will incur a $5 cancelation fee, where the remaining amount is refunded. Renters can cancel an item until 23:55 the day before the rental start date, otherwise the full rental amount is due.

payments

ShareRoo prioritizes the security of user data, especially payment details, using SSL encryption within the payment workflow. Payment data is stored exclusively with an external PCI Level 1 certified payment partner, ensuring robust security measures.

The owner is guaranteed payment after the rental period has elapsed.

Using the ShareRoo platform ensures that all your renters are vetted using our state-of-the-art Identity Verification (KYC) system, prior to borrowing your item.

notifications

User notifications are sent during key events on the ShareRoo platform. Some examples of notifications include:

Account registration successful
Item uploaded is now active
Rental request has now been sent/received
Rental request has now been accepted
Rental reminder on the day before the rental state date
Rental reminder on the rental end date
Account termination successful

We try to keep the notifications to a minimum, as we are averse to spamming, and do not want to unnecessarily disrupt our users.

insurance

At ShareRoo, we understand that sharing personal items can come with risks. That’s why every rental request accepted through our platform is automatically covered by insurance, ensuring peace of mind for both owners and renters. Our insurance partner provides coverage for repair or replacement costs, so even if an item is damaged, you can rest assured that the financial loss will be reimbursed.

While dealing with a damaged item may be inconvenient, our insurance ensures that the cost of replacement, up to the agreed value, is honoured. This coverage reflects our commitment to making item sharing secure and hassle-free, so you can focus on enjoying the benefits of community sharing without unnecessary worry.

Renter:

Report damages immediately to the owner, including 2-3 photos of the defect, sent via the platform's messaging system. Renters aren't liable for normal wear, pre-existing defects, or minor cosmetic issues. Damage may be repairable under warranty, and ShareRoo’s Insurance partner covers repair or replacement costs (up to $15,000 per incident). Renters must pay 10% excess for all claims, with a minimum of $100.

Owner:

If you feel uncomfortable about a rental request, you can decline it or request a deposit, but the terms must be agreed upon directly with the renter. ShareRoo and its Insurance partner cover repair or replacement costs for losses up to $15,000 per incident. Claims must be lodged with ShareRoo by within two days of the rental end date. Deposits are the owner's responsibility, as ShareRoo does not manage this.

Items rented through ShareRoo are insured by our insurance partner, as the risk carrier for damages occurring during the rental period within Australia. This insurance applies to owners residing in Australia for declared items rented via the ShareRoo platform, with a charged insurance premium. Some exceptions may apply, as indicated in item descriptions. For detailed information relating to insurance, please see our Insurance Policy page.