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PRIVACY POLICY & t&c'S

Clothes hanging on a rail

Privacy Policy

LNHD Ltd. (“referred to as trading name LOANHOOD” or “we”, “our” or “us”) respects your concerns about privacy. This Privacy Notice (the “Notice”) applies to personal data we collect on www.loanhood.com and the LOANHOOD app (both website and app will be stated as the “Platform”). This Notice describes the types of personal data we collect, how we use the personal data, where we store it and with whom we share it. We also describe the rights you may have and how you can contact us about our privacy practices.

We are a company registered in England and our registration number is 11989213.

Our registered address is: The Catalyst, Baird Lane, York, YO10 5GA

LOANHOOD is the data controller in respect of personal data that we collect through the Platform or that you provide to us. Our contact details can be found in the How To Contact Us section at the end of this Notice.

Visitors to the Platform are subject to important terms and conditions. Please review our Terms of Service, which govern your visit and use of the Platform.

This Notice complies with the Data Protection Act 2018 accordingly incorporating the EU General Data Protection Regulation (GDPR) and successor legislation (the “Data Protection Laws”).

Data Protection Laws require us to tell you about your rights and our obligations in relation to the processing of your personal data. For more information on your rights please see at http://www.knowyourprivacyrights.org 

  1. How we collect information about you

We may collect personal data that you choose to provide to us through the Platform, including, but not limited to, your first and last name, email address, clothes, accessories and shoe sizing, photographs, payment card information, identity documents and personal characteristics such as when you:

  1. Fill out a form on the Platform;
  2. Sign-up to receive direct marketing communications on the Platform;
  3. Sign up for the app
  4. Attend an event that we have organised; or
  5. Communicate with us (for example, on a social media platform or by sending us an email).

When you visit our Platform, we also may collect certain information by automated means using technologies such as cookies, non-cookie-based tokens, web server logs, tracking pixels, and web beacons. Cookies are files that websites send to your computer or other Internet-connected device to identify your browser uniquely or to store information or settings in your browser. Your browser may tell you when you receive certain types of cookies and how to restrict or disable certain cookies.

Non-cookie-based tokens are encoded URL-based identifiers that track email click-thru activity or time-sensitive password reset keys and will work in scenarios where cookies are disabled or a session has not been initiated.

We may also collect personal data in other contexts that we will notify you of at the time.

  1. Information we collect and our legal bases for processing

Under the Data Protection Legislation, we must always have a lawful basis for using personal data. The following table describes how we may use your personal data, and Our lawful bases for doing so:

What we do
Providing and managing your access to Our Site.
What Data we use 
Name, email address, day and month of birth, designer and other preferences.
Our Lawful Basis
Contract

What we do
Personalising and tailoring your experience on Our Site including understanding
customers’ patterns, their needs, the products and services that they are interested
in, we analyse shopping histories, browsing histories, customer demographics and
market research information. In this way, we identify customers’ groups or segments
who display similar behavioural patterns.
What Data we use
Customer ID, e-mail address, browsing data, IP address, order history, products
added to wish list or basket, age, gender, physical address, market research
information such as attitudes to fashion, service needs and spend on clothing.
Our Lawful Basis
Legitimate Interests

What we do
Administering Our Site including monitoring how our websites and Apps are used so
that we are able to provide a personalised browsing experience, to help us improve
the websites and Apps to make them more user-friendly and help you find products
that could be of interest.
What Data we use
Device information, IP address, analysis of website navigation via cookies event
trackers, beacons and other technologies.
Our Lawful Basis
Legitimate Interests

What we do
Administering Our business including calls to our customer service team, which are
recorded to ensure a high level of customer service to our customers, to enable staff
training and to manage complaints.
What Data we use
Recordings of calls to our Customer service teams, customer name, account ID and
order ID.
Our Lawful Basis
Legitimate Interests

What we do
Supplying Our services to you including communicating with you about your order
and managing payments for Our services.
What Data we use
Contact details (name, address, postcode, phone number), financial details (credit
and debit card details etc), delivery address.
Our Lawful Basis
Contract

What we do
Personalising and tailoring Our services for you.
What Data we use
Name, email address, day and month of birth, designer and other preferences.
Our Lawful Basis
Consent

What we do
Supplying you with information by email that you have opted-in-to.
What Data we use
Name, email address, browsing and purchase history, date of consent.
Our Lawful Basis
Consent

What we do
Push notifications via our websites and Apps to offer goods and services that may be
relevant to you. These can be configured in the settings of your device or browser.
What Data we use
Products purchased, viewed, or placed in basket, name, device ID or IP address;
language used to navigate and version of your use (country); information on the
device and browser you use; date and time when you provided consent to receiving
web push notifications; date of creation of the account; date of last visit to our site.
Our Lawful Basis
Consent

What we do
When you have signed up to take part in our market research programmes.
What Data we use
Name, email address and dependent upon the type of research, other relevant
information, for example age or place of domicile may also be collected.
Our Lawful Basis
Consent

What we do
When we have a service message we need to send you via email confirming your
order or returns or informing you of any changes that might affect your order, our
service to you or changes to terms and conditions.
What Data we use
Name and email address.
Our Lawful Basis
Legitimate Interest

What we do
When you make a purchase on any of our websites, we will use some of your
personal data to carry out anti-fraud activities: we have a legitimate interest in
carrying out this activity to prevent and prosecute any fraudulent activity.
What Data we use
Name, billing and shipping address, email address, phone number, payment
information, previous order history.
Our Lawful Basis
Legitimate Interest

What we do
When you use our live chat facility to message and talk to our Customer Care team
we have a legitimate interest to ensure we handle and manage any query you have
regarding the products and services we provide.
What Data we use
Your name, the pages you have viewed and items in your Shopping Bag and any
other contact details you might provide to us during the course of the conversation.
Our Lawful Basis

Legitimate Interest

What we do
To make size recommendations for specific garments.
What Data we use
Your clothes and shoe size, age, weight and details of the fit of the item
Our Lawful Basis
Legitimate Interest

What we do
We may use your data to establish or exercise our legal rights or to defend against
any legal claims.
What Data we use
Identification data and other personal data that may be relevant to the specific legal
claim.
Our Lawful Basis
Legitimate Interest

What we do
When you make a purchase on our websites and Apps, we are required to process
your personal data to meet our legal obligations in accordance with the tax provisions
and other statutory rules which apply.
What Data we use 
Contact details and details of your financial transaction with us.
Our Lawful Basis
Legal Obligation

What we do
When we process your information in response to you exercising your data subject
rights.
What Data we use 
Name, contact information, purchase history, other information you have specifically
requested.
Our Lawful Basis
Legal Obligation

Legal Obligation

  • Technical data includes your internet protocol (IP) address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
  • Marketing data includes your preferences in receiving marketing from us; communication preferences; responses and actions in relation to your use of our services.
  • We may aggregate anonymous data such as statistical or demographic data for any purpose. Anonymous data is data that does not identify you as an individual. Aggregated data may be derived from your personal data but is not considered personal information in law because it does not reveal your identity.
  • For example, we may aggregate profile data to assess interest in a product or service.

However, if we combine or connect aggregated data with your personal information so that it can identify you in any way, we treat the combined data as personal information and it will be used in accordance with this NoticeEach form and contact method on our Platform varies in the information required and collected. In most cases, an asterisk (*) indicates the required information on a form. You may choose to provide additional information within fields that are not required.

Information that we collect automatically

Our web servers may log information such as your operating system type, browser type, domain, and other system settings, as well as the language your system uses and the country and time zone where your device is located. The web server logs may also record information such as the address of the web page that referred you to our Platforms and the IP address of the device you use to connect to the Internet. They may also log information about your interaction with the Platforms, such as which pages you visit. To control which web servers collect information by automated means, we may place tags called “web beacons” — small files that link web pages to particular web servers and their cookies.

“Do Not Track” Signals

Your browser settings may allow you to transmit a “Do Not Track” signal to websites and online services you visit. Like many other websites and online services, we do not currently process or respond to “Do Not Track” signals from your browser or to other mechanisms that enable choice.

Both we and others (such as our service providers) may collect personal data about our visitors’ online activities over time and across third-party websites.

  1. How we use information that we obtain

Information that you provide to us

In addition to our uses set out in part 2 above, we may use personal data that you provide to us to respond to your inquiry, for example, to contact you about your request, ask a question, provide announcements about products and future events, conduct surveys, consider your application for employment, and contact you for other reasons related to offering and improving our services. We use the personal data for these purposes because we have a legitimate business interest in providing services to our customers and other interested individuals that is not overridden by your interests, rights and freedoms to protect personal data about you.

To complete and administer your rentals, including processing your payment and provide you with related customer service, including sending notifications for rental requests, reminders to return rentals or finalise a rental you have in your basket as well as invite you to leave reviews.  

Our app allows you to create a user account. We use the information you give us to administer this account, allowing you to do a number of useful things such as managing your rentals, taking advantage of special offers, make future rentals easily and manage your personal settings;

Such use of your data is necessary to perform our contract with you or, before a rental is completed, to take steps at your request prior to entering into a contract.

We may anonymise, aggregate and de-identify the data that we collect and use such anonymised, aggregated and de-identified data for our own internal business purposes, for commercial, statistical and market research purposes, including conducting research on demographics, interests and behaviour. We sometimes ask our customers to take part in market research. Please see the information provided when you are invited to participate to understand what personal data is collected and how your personal data is used further;

  • For internal business/technical operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes and as part of our efforts to keep our website, app, network and information systems secure; 
  • To (a) respond to requests from competent authorities; (b) enforce our company rules, where applicable; (c) protect our operations or those of any of our affiliated businesses; (d) protect our rights and/or that of our affiliated businesses, you or others; and for enforcing or defending legal rights.

In addition to the uses set out above, we may also use the personal data you provide on our Platform to:

  • operate, evaluate, and improve our business;
  • develop new products and services;
  • perform market research;
  • advertise and market our products and services;
  • determine the effectiveness of our advertising and marketing;
  • analyse our products, services, and website;
  • administer the Platform.

We use the personal data for the purposes described above because we have a legitimate interest in operating and improving our business that is not overridden by your interests, rights and freedoms to protect personal data about you.

We may also use the information to protect against and prevent fraud, claims, and other liabilities and to comply with or enforce applicable legal requirements and industry standards. We use personal data for these purposes when it is necessary to protect, exercise or defend our legal rights, or when we are required to do so by law that applies to us.

Through certain actions when otherwise there is no contractual relationship between us, such as when you browse our platform or ask us to provide you more information about our business, including job opportunities or products and services, you provide your consent to us to process information that may be personal information.

If you have given us explicit permission to do so, we may from time to time pass your name and contact information to selected associates whom we consider may provide services or products you would find useful.

We continue to process your information on this basis until you withdraw your consent or it can be reasonably assumed that your consent no longer exists.

You may withdraw your consent at any time by instructing us support@loanhood.com. However, if you do so, you may not be able to use our website or our services further.

Information that we collect automatically

We use personal data that we collect automatically through cookies, non-cookie-based tokens, web beacons, and other automated means for purposes such as customising and enhancing our visitors’ visits to the Platform, facilitating use of the Platform, collecting statistics about your visits to the Platform, and understanding the manner in which our visitors browse the Platform. We also use the information to help diagnose technical and service problems, administer the Platform, and identify visitors to the Platform. We use clickstream data to determine how much time visitors spend on web pages of the Platform, how visitors navigate through the Platform, and how we may tailor the Platform to meet the needs of our visitors. We use the personal data for the purposes described above because we have a legitimate interest in operating and improving our Platform that is not overridden by your interests, rights and freedoms to protect personal data about you.

We also use third-party web analytic services on our Platform, such as those of Webflow.

Webflow uses cookies and web beacons to help us analyze how users use the Platform. The information collected by the cookies and web beacons (including your IP address) is available to them, and they may use the information to evaluate your use of the Platform.

How do we handle your social and third-party logins?

At LOANHOOD we offer you the ability to register your account with your email, Apple account or Facebook. Where you do this, we will receive certain information from your social media provider which often includes your name, email address, friends list, profile picture as well as other information you choose to make publicly available. We may also request access to other permissions related to your account such as friends, check-ins, and likes which you can choose to grant or deny us access. 

If you opt in to LOANHOOD marketing communications, your information is stored securely at https://www.klaviyo.com/.  You can opt out at any time via the app under Settings or by directly emailing us at support@loanhood.com. Once you unsubscribe from our mailing list your email will no longer be used but will be stored for up to 2 years before deleting from the Klaviyo platform. 

  1. Cookies

Cookies are small text files that are placed on your computer's hard drive by your web browser when you visit any website or platform. They allow information gathered on one web page to be stored until it is needed for use on another, allowing a platform to provide you with a personalised experience and the platform owner with statistics about how you use the website so that it can be improved.

Some cookies may last for a defined period of time, such as one day or until you close your browser. Others last indefinitely.

Your browser should allow you to delete any cookies that you choose. It also should allow you to prevent or limit their use.

LOANHOOD uses cookies. They are placed by software that operates on our servers, and by software operated by third parties whose services we use and typically contain:

  • a unique name set by the Platform that generated it;
  • a value - the information within it that recalls your previous activities;
  • an expiration date, which determines how long the cookie will remain active in your browser before being automatically deleted.

  1. Our Platform 

When you first visit our website, we ask you whether you wish us to use cookies. If you choose not to accept them, we shall not use them for your visit except to record that you have not consented to their use for any other purpose.

If you choose not to use cookies or you prevent their use through your browser settings, you will not be able to use all the functionality of our website.

Below is a list of the main types of cookies we use, and what we use them for. We described them using the categories recommended by the International Chamber of Commerce in the ICC UK Cookie Guide:

  • to track how you use our platform
  • to record whether you have seen specific messages we display on our platform
  • to keep you signed into our platform
  • to record your answers to surveys and questionnaires on our site while you complete them
  • to record the conversation thread during a live chat with our support team

We use cookies principally because we want to make our platform user-friendly, and we are interested in anonymous user behaviour. Our cookies don’t store sensitive or personally identifiable information. 

Strictly necessary cookies

These cookies are essential in order to enable you to move around the website. Because these cookies are strictly necessary we do not need to ask for your consent to use them.

Performance cookies

These cookies collect information about how visitors use our Platform, for instance which pages visitors go to most often. They may also show us which email or web page visitors clicked through from in order to visit our Platform, and whether you opened an email we sent you. In addition to the uses described above, we may use personal data that you provide to us or that we collect for other purposes.

  1. Information we process because we have a contractual obligation with you

When you create an account on our website, buy a product or service from us, or otherwise agree to our Terms of Service, a contract is formed between you and us.

In order to carry out our obligations under that contract we must process the information you give us. Some of this information may be personal information.

We may use it in order to:

  • verify your identity for security purposes
  • sell products to you
  • provide you with our services
  • provide you with suggestions and advice on products, services and how to obtain the most from using our website

We process this information on the basis there is a contract between us, or that you have requested we use the information before we enter into a legal contract.

We shall continue to process this information until the contract between us ends or is terminated by either party under the terms of the contract.

Once your information enters the public domain, we have no control over what any individual third party may do with it. We accept no responsibility for their actions at any time. 

Provided your request is reasonable and there is no legal basis for us to retain it, then at our discretion we may agree to your request to delete personal information that you have posted. You can make a request by contacting us at support@LOANHOOD.com

  1. Information we share with others

Your personal data will be processed by the internal staff of LOANHOOD who have been specifically trained and authorised for this processing. In carrying out the processing for distribution of our products and managing our supply chain.

We do not sell or otherwise disclose personal data that you provide to us or that we collect on our Platform, except as described here. We may share personal data you provide to us or that we collect on the Platform with service providers that perform services on our behalf.

We may share personal data with our affiliates for a number of reasons, including because you have requested information about our affiliates’ products and services.

We may share personal data with service providers that perform services on our behalf such as payment service providers, analytics providers, hosting providers and advisers. All service providers have entered into legally binding agreements requiring them to use or disclose personal data only as necessary to perform services on our behalf or comply with applicable legal requirements.

In addition, we may disclose personal data about you:

(a) if we are required or permitted to do so by law or legal process, for example due to a court order or a request from a law enforcement agency,

(b) when we believe disclosure is necessary or appropriate to prevent physical harm or financial loss,

(c) in connection with an investigation of suspected or actual fraudulent or other illegal activity, and

(c) in the event we sell or transfer all or a portion of our business or assets (including in the event of a reorganisation, dissolution, or liquidation); and

(d) Governmental bodies and regulators to comply with our legal obligations.

Business transfers

If we sell our business or our company assets are acquired by a third-party, personal data held by us about our members may be one of the transferred assets.

  1. Data Transfers

We may transfer the personal data that we collect about you to recipients in countries other than the country in which the personal data originally was collected. Those countries may not have the same data protection laws as the country in which you initially provided the personal data. When we transfer your personal data to recipients in other countries (such as the U.S.), we endeavour to safeguard your information consistent with the requirements of applicable laws. Further details can be provided upon request.

If you are located in the European Economic Area (“EEA”), we will comply with applicable legal requirements providing adequate protection for the transfer of personal data to recipients in countries outside of the EEA and Switzerland. In all such cases, we will only transfer your personal data if:

  • The country to which the personal data will be transferred has been granted a European Commission adequacy decision;
  • While the CJEU invalidated the Privacy Shield, the Standard Contractual Clauses (SCCs) remain intact for the moment. "Standard Contractual Clauses" shall mean the Standard Contractual Clauses (Controller to Controller) issued by the European Commission and as the same may be updated and/or replaced from time to time; or
  • We have put in place appropriate safeguards in respect of the transfer, for example the EU Model Contracts.

Digital Ocean and the EU-US Privacy Shield

DigitalOcean is committed to protecting your privacy. They are certified under the EU-US Privacy Shield, and you can access their certification here. Although Privacy Shield has been invalidated for data transfers from the EU to the United States, they are still committed to honoring their obligations regarding data protection. For data transfers from Switzerland to the US, DigitalOcean still conforms with the Privacy Shield Framework. DigitalOcean currently utilizes Standard Contractual Clauses in connection with transfers of data from the EEA to the US insofar as the EU-US Privacy Shield is deemed invalidated and other means are not yet in place.

Please also refer to the Data Processing Agreement for more information about data transfers.

ID Verification

We use a number of ID verification processes to include but not limited to Stripe and Passbase.  

Passbase obtains explicit consent from the data subject prior to processing a verification at the point of collection. Their Services privacy policy is included as a disclosure at the point of onboarding/consent request. Access to the Passbase platform requires registered & secured access (credentials).

GDPR requires that where data is stored, the security protocols are comparable to the EU in securing the information. Passbase uses ISO 27001 certified AWS cloud architecture to do so. By obtaining explicit consent from the data subject & providing disclosure at the point of collection they are better able to meet the data subject’s preferences because they retain ownership of the consent to process their data & Passbase acts as a data controller. LOANHOOD will not be sharing any data with Passbase under a sub-processor framework as a result of the above, ensuring full integrity for the data subject. 

Facilitating a transaction via Stripe requires the processing of personal data, such as the cardholder’s name, credit card number, the credit card expiry date, and CVC code. The cardholder’s data is sent from the Stripe user to Stripe via the Stripe API. Stripe then uses the data to complete the transaction within the systems of the credit card networks, which is a function that Stripe performs as a data processor. However, Stripe also uses the data to comply with its regulatory obligations (such as Know Your Customer (“KYC”) and Anti Money Laundering (“AML”), and in this role Stripe is a data controller. You can read Stripes Privacy Policy HERE

  1.  How Long We Keep Information

The time period for which we keep personal data depends on the purpose for which we collected it. In all cases we keep it for as long as necessary to fulfil the purposes for which we collected it. We will then securely destroy the personal data, unless we are legally required to retain it or if we need to retain it in order to comply with our legal obligations (for example, for tax and accounting purposes).

Subject to any applicable legal requirements, we typically retain personal data as follows:

  • Personal data you provide to us through our Platform: we keep this personal data for as long as necessary in order to respond to your request, and for a short further period in case you send us further requests.
  • Personal data you provide when you sign-up to receive direct marketing communications: we keep most of this personal data for the duration of our relationship with you until you opt-out or we do not have any contact with you for a long period of time.
  • We retain membership records for six years after expiration or termination of your membership. 
  • We retain information submitted through our website and the other websites we operate for two years following account closure or contact with you, as applicable. 
  • When you consent to receive marketing communications, we will keep your data until you unsubscribe.

To determine the appropriate retention period for your personal data, we consider the amount, nature, and sensitivity of the personal data, the purposes for which we process your personal data, applicable legal requirements or operational retention needs, and whether we can achieve those purposes through other means.

  1. Complaints regarding content on our website or app

Our app is a publishing medium. Anyone may register and then publish information about himself, herself, themselves or some other person once they have been accepted through our ID verification process. 

We attempt to moderate user generated content, but we are not always able to do so as soon as that content is published.

If you complain about any of the content on our website, we shall investigate your complaint.

If we feel it is justified or if we believe the law requires us to do so, we shall remove the content while we investigate.

Free speech is a fundamental right, so we have to make a judgment as to whose right will be obstructed: yours, or that of the person who posted the content that offends you.

If we think your complaint is vexatious or without any basis, we shall not correspond with you about it.

  1. Information relating to your method of payment

Payment information is never taken by us or transferred to us either through our platform or otherwise. Our employees and contractors never have access to it.

Any credit/debit card payments and other payments you make through our website will be processed by our third-party payment providers and the payment data you submit will be securely stored and encrypted by our payment service providers using up to date industry standards. Please note that we do not ourselves directly process or store the debit/credit card data that you submit.

At the point of payment, you are transferred to a secure page on the website of Stripe. That page may be branded to look like a page on our website, but it is not controlled by us.

We may arrange that card or payment data you submit in connection with your reservation is stored for the purpose of processing any future payments that you make. We will store this data in accordance with our legal obligations under applicable law and only for so long as legally permitted. You may choose to opt out of us holding your card or payment data although this means that you will need to re-supply us with card/payment details for the purpose of making any future purchases or reservations.

As a provider of payment services, Stripe is required to comply with many regulations, including anti-terrorism and anti-money laundering laws. Some of these regulations and laws require Stripe to retain transactional records for a prescribed period of time.

See Stripes full Privacy Policy HERE

  1. Personal identifiers from your browsing activity

Requests by your web browser to our servers for web pages and other content on our website are recorded.

We record information such as your geographical location, your Internet service provider and your IP address. We also record information about the software you are using to browse our website, such as the type of computer or device and the screen resolution.

We use this information in aggregate to assess the popularity of the webpages on our website and how we perform in providing content to you.

If combined with other information we know about you from previous visits, the data possibly could be used to identify you personally, even if you are not signed into our website.                     

  1. Your Rights and Choices

13.1 If you are located in the European Economic Area (“EEA”) or Switzerland, you may have the following rights in relation to personal data that we hold about you:

  1. The right to be informed about Our collection and use of your personal data. This Notice should tell you everything you need to know.
  2. To request confirmation of whether we process personal data relating to you, and if so, to request a copy of that personal data;
  3. To request that we rectify or update your personal data that is inaccurate, incomplete or outdated.
  4. To request that we erase your personal data or otherwise dispose of any personal data that we hold on you;;
  5. To request that we restrict the use of your personal data in certain circumstances, such as while we consider another request that you have submitted, for example a request that we update your personal data;
  6. The right to object to Us using your personal data for a particular purpose or purposes.
  7. Where you have given us consent to process your personal data, to withdraw your consent; and
  8. To request that we provide a copy of your personal data to you in a structured, commonly used and machine readable format in certain circumstances; and
  9. Rights relating to automated decision-making and profiling. We do not use your personal data in this way.

You may contact us by e-mail or as described in the “How to Contact Us” section below to exercise your rights described above.

You also have the right to lodge a complaint with the data protection supervisory authority in your country. You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you. 

In order to manage rentals via the LOANHOOD app your email address will be stored to allow for notifications only in relation to your rentals.

In order to manage rentals via the LOANHOOD app your email will be stored for communication between Loaners and Borrowers and the LOANHOOD team. You can opt-out for promotional emails at any time. If you would like your email deleted you must cancel your account by emailing info@loanhood.com. Any inactive accounts will be deleted after 24 months of no use. 

  1. Job application and employment

If you send us information in connection with a job application, we may keep it for up to two years in case we decide to contact you at a later date.

If we employ you, we collect information about you and your work from time to time throughout the period of your employment. This information will be used only for purposes directly relevant to your employment. After your employment has ended, we will keep your file for two years before destroying or deleting it.

  1. Communicating with us

When you contact us, whether by telephone, through our website or by email, we collect the data you have given to us in order to reply with the information you need.

We record your request and our reply in order to increase the efficiency of our platform.

We keep personally identifiable information associated with your message, such as your name and email address so as to be able to track our communications with you to provide a high quality service.

  1. Complaining

When we receive a complaint, we record all the information you have given to us.

We use that information to resolve your complaint.

If your complaint reasonably requires us to contact some other person, we may decide to give to that other person some of the information contained in your complaint. We do this as infrequently as possible, but it is a matter for our sole discretion as to whether we do give information, and if we do, what that information is.

We may also compile statistics showing information obtained from this source to assess the level of service we provide, but not in a way that could identify you or any other person.

You can also complain to the ICO if you are unhappy with how we have used your data but we ask that you raise your complaint with us first.

The ICO’s address:           

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Helpline number: 0303 123 1113

ICO website: https://www.ico.org.uk

  1. Access to your personal information

At any time you may review or update personally identifiable information that we hold about you, by signing in to your account on our platform.

To obtain a copy of any information that is not provided on our platform you should contact us to make that request.

After receiving the request, we will tell you when we expect to provide you with the information, and whether we require any fee for providing it to you.

  1. Removal of your information

If you wish us to remove personally identifiable information from our platform, you should contact us to make your request at info@loanhood.com

This may limit the service we can provide to you.

  1. Verification of your identity 

When we receive any request to access, edit or delete personal identifiable information we shall first take reasonable steps to verify your identity before granting you access or otherwise taking any action. This is important to safeguard your information.

  1. Use of site by children

If you are under 18, you may use our website only with consent from a parent or guardian.

We do not sell products or provide services for purchase by children, nor do we market to children. LOANHOOD does not knowingly collect personal data from children. If you have reason to believe that a child under the age of 18 has provided personal data to the Company through the website please contact us and we will endeavour to delete that information from our databases.

  1. Updates to Our Online Privacy Notice

We may update this Notice periodically and without prior notice to you to reflect changes in our personal data practices or relevant laws. We will post the updated version and indicate at the top of the notice when it was most recently updated.

  1. How to Contact Us

If you have any questions or comments about this Notice or any issue relating to how we collect, use, or disclose personal data, or if you would like us to update information we have about you or your preferences, you may contact us:

By email at: info@loanhood.com

In writing at:

LOANHOOD Ltd.

10 Danum Drive, York, YO10 4LQ

Last updated: 10 August 2021

Cookies Policy

We use cookies to help improve your experience of our website at www.loanhood.com. This cookie policy is part of LOANHOOD privacy policy. It covers the use of cookies between your device and our site.

We also provide basic information on third-party services we may use, who may also use cookies as part of their service. This policy does not cover their cookies.

If you don’t wish to accept cookies from us, you should instruct your browser to refuse cookies from www.loanhood.com. In such a case, we may be unable to provide you with some of your desired content and services.

What is a cookie?

A cookie is a small piece of data that a website stores on your device when you visit. It typically contains information about the website itself, a unique identifier that allows the site to recognise your web browser when you return, additional data that serves the cookie’s purpose, and the lifespan of the cookie itself.

Cookies are used to enable certain features (e.g. logging in), track site usage (e.g. analytics), store your user settings (e.g. time zone, notification preferences), and personalise your content (e.g. advertising, language).

Cookies set by the website you are visiting are usually referred to as first-party cookies. They typically only track your activity on that particular site.

Cookies set by other sites and companies (i.e. third parties) are called third-party cookies They can be used to track you on other websites that use the same third-party service.

Types of cookies and how we use them
Essential cookies

Essential cookies are crucial to your experience of a website, enabling core features like user logins, account management, shopping carts, and payment processing.

We use essential cookies to enable certain functions on our website.

Performance cookies

Performance cookies track how you use a website during your visit. Typically, this information is anonymous and aggregated, with information tracked across all site users. They help companies understand visitor usage patterns, identify and diagnose problems or errors their users may encounter, and make better strategic decisions in improving their audience’s overall website experience. These cookies may be set by the website you’re visiting (first-party) or by third-party services. They do not collect personal information about you.

We use performance cookies on our site.

Functionality cookies

Functionality cookies are used to collect information about your device and any settings you may configure on the website you’re visiting (like language and time zone settings). With this information, websites can provide you with customised, enhanced, or optimised content and services. These cookies may be set by the website you’re visiting (first-party) or by third-party services.

We use functionality cookies for selected features on our site.

Targeting/advertising cookies

Targeting/advertising cookies help determine what promotional content is most relevant and appropriate to you and your interests. Websites may use them to deliver targeted advertising or limit the number of times you see an advertisement. This helps companies improve the effectiveness of their campaigns and the quality of content presented to you. These cookies may be set by the website you’re visiting (first-party) or by third-party services. Targeting/advertising cookies set by third parties may be used to track you on other websites that use the same third-party service.

We do not use this type of cookie on our site.

Terms of Service


LNHD Ltd (referred to by trading name LOANHOOD) is a peer-to-peer fashion rental platform that connects like-minded people, allowing them to rent clothes from each other in a safe and creative environment (the “LOANHOOD Service”). 

All users of the LOANHOOD service are required to read, accept and agree to comply with these terms (including our Privacy Notice) and any third party terms referred to in these Terms or on the LOANHOOD platform (the “Terms of Service”). If you do not wish to accept the Terms or any third-party terms associated with the LOANHOOD services you should not register and must stop using the LOANHOOD services immediately. 

LOANHOOD has the right to accept or reject any application for membership with LOANHOOD at our sole discretion.

DEFINITIONS

The definitions below have the following meanings throughout these Terms & Conditions:

  • “Admin Fee” means the cost that may be charged when admin has been carried out in a refund or dispute
  • “Booking Date” the date in which you placed an order for a rental of a product, this date will be outlined in your confirmation email
  • “Borrower” means any person (consumer) renting Products owned by the Brands via LOANHOOD technology.
  • “Cancellation Charge” means a cancellation charge of 30% of the Rental Fee payable by the Borrower to the brand to cover administrative costs.
  • “Content” means any text, graphics, images, audio, video, software, data compilations and any other form of information capable of being stored in a computer that appears on or forms part of this Site or this brand's social media.
  • “Customer” means any person (consumer) renting Products owned by the Brand Partner via the Site.
  • “Delivery Fee” means the cost for each Product to be delivered and returned as part of the Services
  • “Damage Cover” LOANHOOD offers damage cover, an optional £2 charge paid by the Borrower to cover minor damage up to the value of £50.
  • “Fit Guarantee” the Loaner may be entitled to a Rental Fee refund (less Delivery Fees) should a Product item not fit. To claim the Fit Guarantee, the Borrower must then return the item within forty-eight (48) hours of the Rental Commencement Date, providing the Loaner with proof of postage. LOANHOOD will process any refund once proof of postage has been received. However, this is dependent on your chosen brand so please see their FAQ page to confirm whether they offer this in their policy
  • “Late Fees” -  A fee of £25 per day for every day beyond the agreed Rental Return Date will be charged by LOANHOOD until the item is returned. If the item is not returned after 7 days the item will be classed as lost/stolen and you will be charged an additional £150 replacement fee or the difference in the retail value whatever is higher, on top of what has already been charged (“Late Fees”).
  • “Products” means the stock items owned by the Brand Partners and made available for short term rental via the Site including, but not limited to, menswear, womenswear clothing and accessories.
  • “Regulations” means the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
  • “Rental End Date” the last day of your rental period
  • “Rental Start Date” is deemed to be the date the Rental was booked on the Services and as detailed in your confirmation email.
  • “Replacement Value” a reasonable estimate of the current market value of a Product or Bag by the Brand Partner. The Brand Partner determination is final and binding. The estimate may change from time to time.
  • “Rent/Renting/Rental” to rent a Product(s) via the Brand Partners site in consideration for a Renter paying a Rental Fee and subject to these Terms.
  • “Rental Fee” means the fee to Rent the Product(s).
  • “Rental Period” You have your item(s) until the very last day of your rental period. However, if you have chosen to deliver by mail then you must take into consideration the return period. All rentals are for one week, unless you have requested an extension.
  • “Regulations” means the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
  • “User” means any person, firm or company using the Site for any purpose.

Welcome to LOANHOOD - services we provide 

1.1 LOANHOOD operates a platform for:

(a) members to rent out their items to other members (such members being "Loaners");

(b) Loaners to communicate with and enter into agreements with other members to borrow such items (such members that borrow being "Borrowers") such Loaners and Borrowers shall be collectively referred to as “Members”)

(c) Borrowers to pay Loaners for renting the relevant items; and

(d) Members to resolve disputes concerning the rented items, which we make available to you through the LOANHOOD application or at our website www.loanhood.com (the "LOANHOOD Service").

(e) LOANHOOD offers rental protection, an optional £2 charge paid by either the Loaner or the Borrower in consideration for damage protection up to £50.

(f) LOANHOOD’s role is intermediary only. We connect members, known as Loaners and Borrowers via our platform allowing them to share fashion and accessories.

1.2 The LOANHOOD Service is provided by LNHD Ltd, a private limited company registered in England and Wales under company number 11989213 ("LOANHOOD", "we", "our", or "us"). 

Important warnings about lending and hiring items

2.1 LOANHOOD only provides a platform that enables members to borrow and lend items, but does not borrow or lend items itself.

2.2 As such, the Loaner (and not us) is responsible for ensuring that items conform to any descriptions provided, are fit for purpose and safe to use. If you are a Borrower, we will not be responsible to you for any items that you rent through the LOANHOOD Service.

2.3 If you are a Loaner, you will also be responsible for complying with any obligations you may have under applicable law with respect to the items that you provide for rent, including giving effect to Borrowers' rights under applicable consumer law and compensating any damage to the Borrower or any other person caused by your items.

2.4 If you are a Borrower, you will be responsible for any items you rent through the LOANHOOD Service, including compensating the Loaner for any loss or damage to those items. If damaged beyond repair or lost you will be charged the full retail value of the item as specified by the Loaner. If you do not agree with the replacement value you should not rent the item. Do not rent a product unless you have sufficient funds to cover the replacement value.

2.5 As a Borrower you will also be responsible for any damage you cause to other people or property when you use those items unless you or the Loaner have opted in to the Rental Protection available which covers your item up to £50.

2.6 We have the right to remove or request withdrawal of any item listed by a Loaner, any rental request made by a Borrower or any transaction made between the two parties at our discretion. If LOANHOOD reasonably believes any listing, request or transaction does not comply with these Terms of Service, the Loaners terms or Borrower terms, written notice of the removal or request to withdraw will be provided to the parties involved. 

Your relationship with us

3.1 This document and any documents referred to within it (collectively, the "Terms of Service") set out the terms of your relationship with us. It is important that you read and understand these Terms of Service before using the LOANHOOD Service.

3.2 Additional terms will apply to you depending on whether you are a Borrower or Loaner. Please refer to paragraph 9 if you are a Loaner and paragraph 10 if you are a Borrower.

3.3 By accessing and using the LOANHOOD Service, you agree to these Terms of Service. If you do not agree to these Terms of Service, please do not access or use the LOANHOOD Service.

Information about us

4.1 LNHD Ltd is a company registered in England as set out in paragraph 1.2. Our registered address at The Catalyst, Baird Lane, York, YO10 5GA.

Information about you

5.1 Your privacy is important to us. You should read our Privacy Policy (www.loanhood.com/privacy-policy) to understand how we collect, use, store and share information about you. 

The LOANHOOD Service

6.1 The LOANHOOD Service allows Loaners to use the LOANHOOD service to rent out their items of clothing, accessories and shoes, and to communicate and enter into agreements with Borrowers for the rental of those items.

6.2 We may, from time to time, provide social features on the LOANHOOD Service, which enable you to message and share information about your use of the LOANHOOD Service with other members. Any use of these social features should comply with our Rules of Acceptable Use below.

6.3 Subject to your agreement and compliance with these Terms of Service, you are granted a non-transferable, non-exclusive, non-sublicensable, revocable licence to access and use the LOANHOOD Service for your personal use only. 

6.4 You understand that your use of the LOANHOOD Services does not confer on you any intellectual property Rights held by LOANHOOD and/or its licensors. You are merely given a license to use the LOANHOOD Services in accordance with these Terms of Service. 

6.5 You may not copy, reproduce, publish or republish, download, post, broadcast, record, transmit, commercially exploit, edit, communicate to the public or distribute in any way the services, web pages, application pages or materials on the LOANHOOD Services other than for your own personal use. 

6.6 You agree that you shall not under any circumstances harm, tarnish or damage the LOANHOOD brand or perception in any way, knowingly or unknowingly, by unauthorised use of Members content, registering or using any trademarks, domain names, trade names or derivations thereof that may imitate or are similar enough as to be confusing. 

Setting up your account

7.1 To access the LOANHOOD Service, you must set up an account using your email address (your "Account"). You will need to create a password for your Account – we encourage you to use "strong" passwords (passwords that use a combination of upper and lower case letters, numbers and symbols) with your Account.  Your Account credentials are personal to you and should not be shared with anyone else. Alternatively, you can connect through a social media account (such as, but not limited, to Facebook). If you choose to connect via a social media account, you may disable the link between that account and your LOANHOOD account in the settings section of your social media account. 

7.2 To create an Account with us there is a minimum age requirement of 18. If the birth date entered is under the age of 18, our payment processor Stripe will display an error message and will not allow you to complete the signup process until the age is updated to meet the requirement.

7.3 You are responsible for maintaining the confidentiality of your login details and for any activities that occur under your Account. If you have any concerns that your Account may have been misused, or your Account credential compromised, you should contact us at support@loanood.com straight away to let us know.

7.4 In order to access and make use of the LOANHOOD platform you need to be a Member via our sign up once you have downloaded the app. From here you can access freely non-transactional functionality. To enter into transactional processes you will be asked to complete registration through our payment processor Stripe. By applying for this functionality you accept Stripes Terms of Service which form part of these Terms of Service. To comply with our and Stripe’s legal obligations you may be required to provide identity documentation such as a passport or driver's licence to verify your identity and enable us to complete your transaction (See 8.9b) . Your account with Stripe is called a Connect account and you can see their account agreement HERE

7.5 If you are registering an Account on behalf of another person, brand or entity you warrant that you have all necessary permissions and authorisation to bind that person, company or entity and that you are entitled to give LOANHOOD the license and permissions under these Terms of Service. 

Your right to use the LOANHOOD Service

8.1 The materials and content comprising the LOANHOOD Service belong to us, and we give you permission to use these materials and content for the sole purpose of using the LOANHOOD Service in accordance with these Terms of Service.

8.2 Your right to use the LOANHOOD Service is personal to you and you are not allowed to give this right to any other person. Your right to use the LOANHOOD Service does not stop us from giving other people the right to use the LOANHOOD Service.

8.3 Unless allowed by these Terms of Service or as permitted by the functionality of the LOANHOOD Service, you agree:

(a) not to copy, or attempt to copy any portion of the LOANHOOD Service;

(b) not to give or sell or otherwise make available any portion of the LOANHOOD Service to anybody else;

(c) not to change, or attempt to change the LOANHOOD Service in any way;

(d) not to look for or access the code of the LOANHOOD Service that we have not expressly published publicly for general use;

(e) not to breach any applicable laws or regulations that apply;

(f) not to breach any of the Terms of Service.

8.4 You agree that all confidential information, copyright and other intellectual property rights in the LOANHOOD Service belong to us or the people who have licensed those rights to us.

8.5 We are the owner or the licensee of all Intellectual Property Rights in the LOANHOOD Services and any services associated with it, and in the material published on it (including but not limited to text, graphics, logos, icons, images, sound clips, video clips, data complications, page layout, underlying code and software). Those works are protected by copyright laws and treaties around the world. All such rights are reserved to LOANHOOD.  

8.6 You agree that you have no rights to any portion of the LOANHOOD Service other than the right to use and access them in accordance with these Terms of Service.

8.7 It is explicitly prohibited to use our member to member chat functionality to send content that violates these Terms or spam of any kind. We reserve the right to periodically scan internal messages to check for spam, phishing, viruses and other malicious, prohibited or illegal behaviours or content. 

8.8 You agree to indemnify, and hold LOANHOOD harmless against any threatened legal proceedings or claims against LOANHOOD by another person on the basis of your breach of Terms of Service. 

8.9 Identity Verification

We use a number of different verification processes to include but not limited to Stripe

Stripe 

How it works

When you register for a Stripe Connect account they collect your full name, email address, and account log-in credentials which gives you the ability to receive payments for goods and services.

Below is a listing of documents that Stripe can accept as proof of identity, address, and entity Stripe supports. Some forms of documentation require scans of both the front and back of the document.

  • Passport
  • Driver license
  • Resident permit
  • Citizen Card
  • Electoral ID
  • Validate UK

Acceptable forms of address verification:

  • Driver license
  • Utility Bill
  • Statement from a financial institution
  • Government issued letter
  • Solicitors letter
  • Council or housing association documentation
  • Benefits Agency documentation
  • Electoral Register entry
  • NHS Medical Card
  • GP letter of registration with the surgery

Acceptable forms of legal entity verification:

  • VAT Registration
  • Certificate of Incorporation
  • Companies House Document
  • HM Revenue and Customs: VAT Certificate
  • HM Revenue and Customs: Account Statement
  • Charity Commission Document
  • OSCR Scottish Charity Regulator

You can find out how Stripe will manage your personal data HERE

Loaner Specific Terms

9.1 This paragraph 9 applies to you if you are a Loaner.

9.2 You must not offer to lend through the LOANHOOD Service any items that it would be illegal to offer for rent in your or the Borrower's country of residence. We may remove any items offered for rent from the LOANHOOD Service if we believe such items are illegal, immoral or damaging to our reputation.

9.3 You are responsible for ensuring that:

(a) you have all necessary rights to rent out any items you advertise on the LOANHOOD Service, and that the Borrower's use of those items will not infringe any other party's rights;

(b) you deliver, via the method agreed, any rented items to the Borrower in accordance with the agreement you reach with the Borrower;

(c) any descriptions of the items you advertise for rent through the LOANHOOD Service are accurate and include all information relevant to the use of the item, including (as appropriate): 

(i) notice of any defects, restrictions or other requirements that may apply to the use of the item; and 

(ii) any instructions or notices that may reasonably be required to use the item safely;

(d) the items you advertise on the LOANHOOD Service: 

(i) conform in all material respects to any pictures or descriptions that you upload to the LOANHOOD Service; 

(ii) are safe to use in accordance with any reasonable instructions that you provide to the Borrower; 

(iii) are fit for any purpose for which such items would normally be used, or any purpose communicated to you by the Borrower; 

(iv) can be legally offered for rent.

9.4 You shall review the rental request before accepting a rental request for an item. 

9.5 You will use a reputable courier or postal service for the purpose of delivering the item to the Borrower in a timely manner and in accordance with any dates and/or times agreed in the transaction.

9.6 You will be responsible for any damage the Borrower or any other person may suffer as a result of any defect in the item they have borrowed from you, or for any failure to comply with the requirements in paragraph 9.2.

9.7 Once you agree the price (the “Rental Fee”) for which you will lend an item to a Borrower, you must not try to amend that price unless you have a valid, justifiable reason for doing so and the Borrower agrees to the amended price.

9.8 You can remove a listing or cancel your agreement to lend an item to a Borrower at any time up to 48 hours before the start of the relevant rental period. If you cancel an agreement to rent an item to a Borrower less than 48 hours before the start of the rent period, we may charge you a cancellation fee equal to 30% of the relevant rental Fee.

9.9 When loaning an item to a Borrower as a Loaner, you acknowledge that you are part of a separate contract with the Borrower and this contract is a binding agreement and that you will both abide by the Loaners Terms and these Terms of Service.

9.10 You are aware and acknowledge that the Borrower is not acting on behalf of LOANHOOD. Any agreement that forms through lending an item to a Borrower is with the Loaner only. LOANHOOD will not be held liable for any loss of liability suffered by you as a Loaner due to the acts or omissions of the Borrower. 

9.11 You accept that you are wholly and exclusively responsible for complying with the Borrowers terms. You also acknowledge that you are responsible for any compensation due to the Borrower for any non-compliance on your behalf including but not limited to making sure that the item which has been listed matches the description attached to it. You also agree that LOANHOOD is not liable for any non-compliance on your part and will have no liability  to compensate you, the Loaner, for any breach in the agreement between you and the Borrower. 

9.12 We encourage you to leave a review of your overall experience which will help build trust within the community and build up the Borrowers reputation. When providing a review you understand that:

(a) Your review will be public and visible on the LOANHOOD platform particularly on the Borrowers page; and

(b) Your review must not include the following; personal information about you or the Borrower; offensive, abusive or harassing images or language; anything intended to undermine our integrity or content aimed at sabotaging the reliability of LOANHOOD’s review system. 

9.13 There shall be no attempt to manipulate reviews in any way or behaviour aimed at modifying the content through coercion, psychological pressuring, trolling or corruption which are all strictly banned. 

9.14 We have the right to remove any reviews we believe do not comply with these Terms of Service together with the removal of Accounts for any such behaviour, at our absolute discretion.

9.15 We provide the LOANHOOD Service which allows you to directly contact the Borrower and gain more information about their pick up/drop off location or interest in your item(s). The content of these communications must comply with the Loaners and Borrowers Terms, as well as these Terms of Service and should not under any circumstances be used to: 

(a) send unsolicited publicity or commercial content; 

(b) exercise psychological pressure, harass or bully, offend or send profanities or threaten physical harm to another member; 

(c) attempt to complete a transaction outside the LOANHOOD Services for the purpose of Fee avoidance. 

(d) or send pornographic or inappropriate material

Borrower Specific Terms

10.1 This paragraph 10 applies to you if you are a Borrower.

10.2 When you agree to rent an item with a Loaner, the Loaner grants you a limited right to use that item for the relevant rental period. This right is personal to you and you are not allowed to give this right to any other person.

10.3 You are responsible for ensuring that:

(a) you are legally allowed to use any item that you borrow through the LOANHOOD Service;

(b) you comply with all applicable law when using the item;

(c) you comply with any reasonable directions provided by the Loaner in order to use the item safely;

(d) you return the item in the same condition as it was in when you collected it from the Loaner (any reasonable wear and tear excepted); and

(e) you follow any care guidelines provided by the Loaner

10.4 You are free to agree with the Loaner how you will return any items you have rented to the Loaner; however, you must ensure that you return any items you have rented to the Loaner before your rental period ends.

10.5 You will be responsible for any loss or damage to the item you have rented. Please see paragraph 15 for more information about how we handle disputes between Borrowers and Loaners, including if the item is damaged, lost or stolen.

10.6 You can cancel a request to borrow an item at any time before or after the request is accepted by the Loaner up to 48 hours before the rental is due to commence to receive a full refund.  If you cancel within the 48 hours prior to the rental period commencing you will be charged 50% of the applicable Rental Fee and a service fee which is a fee collected by LOANHOOD at the point of transaction to run the platform (“Service Fees”). 

10.7 If you fail to return an item by the agreed deadline you must contact the Loaner and/or LOANHOOD to notify them as soon as you are aware you are going to miss the deadline. You will also need to book and pay for the extended time immediately. The Loaner may not be able to accommodate the extension in which case it is your responsibility to get the item(s) back to the Loaner within a timeframe that suits the Loaner. If you do not do so you will be liable to pay late fees. A fee of £25 per day for every day beyond the agreed Rental Return Date will be charged by LOANHOOD until the item is returned. If the item is not returned after 7 days the item will be classed as lost/stolen and you will be charged an additional £150 replacement fee or the difference in the retail value whatever is higher, on top of what has already been charged (“Late Fees”).

You agree that LOANHOOD can charge this amount from your card or bank account without requiring further permission from you.

10.8 If you miss the agreed deadline for return and are uncommunicative with the Loaner or LOANHOOD, or we have reason to believe you have caused damage to the item, you agree that LOANHOOD can take the Original Retail Price within the Loaners listing, from your account.

10.9 When renting an item as a Borrower, you acknowledge that you form a separate contract with the Loaner and this contract is a binding agreement and that you and the Loaner will abide by the Borrowers Terms and the Terms of Service.

10.10 You are aware that the Loaner is not acting on behalf of LOANHOOD. Any agreement that forms through renting an item from a Loaner is with the Borrower only. LOANHOOD will not be held liable for any loss of liability suffered by you as a Borrower due to the acts or omissions of the Borrower. 

10.11 You accept that you are wholly and exclusively responsible for complying with the Borrowers terms. You also acknowledge that you are responsible for any compensation due to the Loaner as a result of any loss or damage to the item. You also agree that LOANHOOD is not liable for any non-compliance on your part and will not be liable to compensate you the Borrower for any breach in the agreement between you and the Loaner. 

10.12 We encourage you to leave a review of the item you have rented commenting on the condition of the item, communication and overall experience which will help build trust within the community and build up the Loaners reputation. When providing a review, you understand that:

(a) Your review will be public and visible on the LOANHOOD platform particularly on the Loaners page; and

(b) Your review must not include the following; personal information of you or the loaner; offensive, abusive or harassing images or language; anything intended to undermine our integrity or content aimed at sabotaging the reliability of LOANHOODs review system. 

10.13 There shall be no attempt to manipulate reviews in any way or behaviour aimed at modifying the content through coercion, psychological pressuring, trolling or corruption which are all strictly banned. 

10.14 We have the right to remove any reviews we believe do not comply with these Terms of Service together with the removal of Accounts for any such behaviour, at our absolute discretion.

10.15 We provide the LOANHOOD messaging service which allows you to directly contact the Loaner and gain more information about their listed item(s). The content of these communications must follow the Loaners and Borrowers Terms, as well as these Terms and should not under any circumstances be used to 

(a) send unsolicited publicity or commercial content; 

(b) exercise psychological pressure, harass, offend or send profanities to another member; and/or 

(c) attempt to complete a transaction outside the LOANHOOD Services for the purpose of Fee avoidance. 

10.16 You will use a reputable courier or postal service for the purpose of delivering the item to the Loaner in a timely manner and in accordance with any dates and/or times agreed in the transaction

10.17 "Fit Guarantee” the Loaner is entitled to a Rental Fee refund (less Delivery Fees) should a Product item not fit. To claim the Fit Guarantee, the Borrower must then return the item within forty-eight (48) hours of the Rental Commencement Date, providing the brand with proof of postage. LOANHOOD will process any refund once proof of postage has been received.

Fees and payment

11.1 If you are a Loaner, we will collect the Rental Fee from the Borrower on your behalf. Unless we are unable to obtain payment from the Borrower, such as where a Borrower's payment method is refused or our payment services provider determines that there is a risk of fraud, we will transfer the Rental Fee to you once the item has been marked as returned to the Loaner which can be done in the app.  This will normally hit your account about 3-4 working days after depending on your bank. We will also charge you a fee of 15% of the Rental Fee ("Loaner Fee"), which we will deduct from the amount we transfer to you.

11.2 If you are a Borrower, once you have agreed to rent an item from the Loaner, we will charge you the full Rental Fee on the Loaner's behalf. In addition to the Rental Fee, we will also charge you an additional fee for your use of the LOANHOOD Service equal to £1 per ("Borrower Fee"). All fees are included within the Listing price.

11.3 When you want to upload an item for rental or borrow an item from a Loaner you will need to provide us with valid, up-to-date and complete credit or debit card details via our payment processor Stripe. When you agree to borrow an item, you authorise us to charge such credit or debit card for the relevant Rental Fees and Service Fees and hereby confirm that the details you provided are accurate and that you have the right to use the payment method selected.

11.4 If we are unsuccessful in charging the Rental Fees, Late Fee, Settlement Fee (See section 15 for Settlement fee) or any other amount to your credit or debit card and have still not received payment within 7 days after informing you, we may suspend or temporarily disable all, or part of your access to the LOANHOOD Service (without any responsibility to you). We shall be under no obligation to provide any or all of the LOANHOOD Service while any fees remain unpaid. This does not affect any other rights and remedies available to us or the Loaner. If you chargeback a payment you were obliged to pay by the terms of this agreement, your account will be immediately suspended until the payment is re-paid, or the chargeback is cancelled.

11.5 Each time there is a transaction between a Loaner and a Borrower for an item that is available for rent:

(a) As a Loaner you agree to pay LOANHOOD a 15% Service Fee per clause 11.1;

(b) As a Borrower, you agree to pay LOANHOOD £1 per transaction per clause 11.2. If you submit a rental request and this is accepted by the Loaner, you are liable to pay the Rental Fee, the Service Fee and up to the Recommended Retail Price specified in the Loaners listing in the event that you cause any damage beyond repair to the item. 

11.6 We work with Stripe to manage our secure payment process:

(a) As we use Stripe to regulate our payment process this means that the Stripe Connected Account Agreement, which includes the Stripe Terms of Service (collectively, the Stripe Services Agreement) is applicable to you and by accepting these terms you are accepting the Stripe Services Agreement as well; and

(b) For payments processed through Stripe, we require you to covenant that any details you are providing to us about you or your business are neither fraudulent or inaccurate and you give LOANHOOD authorisation to share such information with Stripe.

11.7 There may be changes to our fees during our promotional events or if new services are added. 

11.8 You agree to not complete transactions outside of the LOANHOOD Services or enter into any agreement to lend or rent any item other than through the LOANHOOD platform with any other user who you initially met through the LOANHOOD Service. Doing so is shall be deemed to be “Fee Avoidance” and you will be liable for and agree to pay double the fees avoided, or a fine of £200 whichever is higher, for each instance of doing so regardless of whether the transaction took place or not. 

11.9 A fee of £25 per day for every day beyond the agreed Rental Return Date will be charged by LOANHOOD until the item is returned. If the item is not returned after 7 days the item will be classed as lost/stolen and you will be charged an additional £150 replacement fee or the difference in the retail value whatever is higher, on top of what has already been charged (“Late Fees”). The funds will be taken from your account to cover such charges without your permission being sought.

Your content

12.1 You confirm that any images, text or information that you upload to the LOANHOOD Service, including any reviews that you post about other members or items (collectively, your "User Content") will meet the Rules of Acceptable Use. Set out in clause 13 of these Terms of Service.

12.2 We do not claim ownership of your User Content, and ownership will remain with you and any third party whose content you include in your User Content. Instead, you grant us a worldwide, non-exclusive, royalty-free,perpetual and irrevocable licence to use, copy, reproduce, distribute, adapt, re-format, modify, publish, translate, license, sub-license and otherwise make available the User Content anywhere and in any form for the purposes of providing the LOANHOOD Service,including allowing members that you give access to, any User Content to view and use.

12.3 You must ensure that you are able to grant us the above licence for any content owned by a third party that you include in your User Content. Stock images and other photos from the internet actually belong to the original photographer, so using them to advertise your sales is an infringement of property rights, which is why we don't allow it.

12.4 Our right to use your User Content does not in any way affect your privacy rights. Please see our Privacy Policy (ww.loanhood.com/privacy-policy) which provides information on how we use your personal information.

12.5 We have the right to monitor any User Content and to reject, refuse or delete any User Content where we think that it breaks any of the Rules of Acceptable Use (see paragraph 13) and in our absolute discretion.

12.6 You acknowledge and agree that content and certain data you submit for inclusion on the LOANHOOD platforms will be accessible by others. You acknowledge that you are waiving any rights to confidentiality or privacy for any content which you make available, including, without limitation, any personally identifying information that you may make available. 

12.7 You acknowledge and agree that content you upload to the LOANHOOD Services including but not limited to the Listing may be shared with or displayed in both online and offline advertisements, in emails, and on other websites and applications to promote LOANHOOD and increase visibility of the LOANHOOD services. 

12.8 The order of Listings appearing in search results is not indicative or a preference for any particular listing or Loaner by LOANHOOD and is dependent on various factors such as search parameters employed by the Borrower, the price and availability of the item(s), prior cancellations and reviews. 

Rules of Acceptable Use

13.1 In addition to the other requirements within these Terms of Service, this section describes specific rules that apply to your use of the LOANHOOD Service (the "Rules of Acceptable Use").

13.2 When using the LOANHOOD Service you must not:

(a) circumvent, disable or otherwise interfere with any security related features of the LOANHOOD Service;

(b) give any false or misleading information, impersonate any person or permit any other person to use the LOANHOOD Service under your name or on your behalf unless such person is authorised by you;

(c) use the LOANHOOD Service if we have suspended or banned you from using it;

(d) advocate, promote or engage in any illegal or unlawful conduct or conduct that causes theft, loss, damage or injury to any person or property;

(e) promote or advertise any goods or services, other than items you, as a Loaner, make available for rent through the LOANHOOD Service;

(f) send any unsolicited marketing communications through the LOANHOOD Service;

(g) modify, interfere, intercept, disrupt or hack the LOANHOOD Service;

(h) misuse the LOANHOOD Service by knowingly introducing viruses, Trojans, worms, logic bombs or other material which would harm any of the LOANHOOD Service or any user of the LOANHOOD Service's own equipment;

(i) collect any data from the LOANHOOD Service other than in accordance with these Terms, or the members, including email addresses, postal addresses, phone numbers, credit card or banking information or similar information without their explicit consent

(j) submit or contribute any User Content that contains nudity or violence or is abusive, threatening, obscene, misleading, untrue or offensive;

(k) submit or contribute any User Content that you do not own or have the right to use or otherwise infringe the copyright, trademark, intellectual Property or other rights of third parties;

(l) use any User Content in violation of any licensing terms specified by the owner;

(m) other than leaving reviews about Loaners or Borrowers or such items, submit or contribute any information or commentary about another person without that person's permission;

(n) threaten, abuse or invade another's privacy, or cause annoyance, inconvenience or needless anxiety or be likely to harass, upset, embarrass, alarm or annoy any other person (including but not limited to other members, and LOANHOOD employees);

(o) use any automated system, including without limitation "robots", "spiders" or "offline readers" to access the LOANHOOD Service in a manner that send more request messages to the LOANHOOD Service than a human can reasonably produce in the same period of time;

(p) enter into any agreement to lend or rent any item other than through the LOANHOOD platform with any other user who you initially met through the LOANHOOD Service. Doing so is “Fee Avoidance” and you will be liable for double the fees avoided, or a fine for each instance of doing so.

(q) upload, distribute or engage in any pornographic content, Chatroulette-style experiences, objectification of real people (e.g. “hot-or-not” voting), making physical threats, or bullying 

13.3 Failure to comply with the Rules of Acceptable Use constitutes a serious breach of these Terms of Service, and may result in our taking all or any of the following actions (with or without notice):

(a) immediate, temporary or permanent withdrawal of your right to use any portion of the LOANHOOD Service;

(b) immediate, temporary or permanent removal of any User Content;

(c) issuing of a warning to you;

(d) legal action against you including proceedings for reimbursement of all costs (including, but not limited to, reasonable administrative and legal costs) resulting from the breach; and/or

(e) disclosure of such information to law enforcement authorities as we reasonably feel is necessary.

13.4 The responses described in paragraph 13.3 are not limited, and we may take any other action we reasonably deem appropriate.

Notice and takedown policy

14.1 Any person may contact us by sending us a notice (an "Infringement Notice") if any content available through the LOANHOOD Service infringes their rights. The Infringement Notice should be sent by email to info@loanhood.com. Please provide the following information in the Infringement Notice:

(a) your name and contact details;

(b) a statement explaining in sufficient detail why you consider that the content available through the LOANHOOD Service infringes your rights or fails to comply with our Rules of Acceptable Use; and

(c) a link to or such other means of identifying the problematic content.

14.2 We will take the action that we believe is appropriate depending on the nature of the Infringement Notice and will aim to respond to you within a reasonable period of time on the action we propose to take. We reserve the right to take action before notifying you of any such action at our absolute discretion. All decisions taken in this regard shall be at our absolute discretion and we do not owe any duty to users of the LOANHOOD Service. 

Resolving disputes between Borrowers and Loaners

15.1 We encourage members to resolve any disputes directly. If, as a Borrower, you have lost or damaged an item, you are responsible for reimbursing the Loaner immediately for the full value of repairing the item (if possible) or replacing it.

15.2 If you are a Loaner, we may ask you to provide proof of purchase, photos of any damage caused to an item, or any other evidence to support your claim for reimbursement from a Borrower. Where you claim that a Borrower has damaged an item, we may also ask you to provide time stamped photos of your item taken before it was provided to a Borrower, to support your claim that any damage was caused by the Borrower (and was not present at the start of the rent period).

15.3 In the event that a Borrower and a Loaner are unable to resolve a dispute between them directly, they can ask us to mediate the dispute. If we do mediate a dispute, we may charge a fee of up to 25% of any final amounts that we, the Loaner and the Borrower determine are payable by the Borrower to compensate the Loaner for any loss or damage to the item. We will charge this amount to the Borrower in addition to any amounts the Borrower is required to pay to the Loaner (together known as the “Settlement Fee”). If LOANHOOD mediates the dispute you agree to accept LOANHOOD’s conclusion and pay any amount which LOANHOOD determines you are liable for.

15.4 If you owe LOANHOOD or another user money under these Terms of Service you agree to pay the sum promptly and not more than 48 hours from it being requested. In the event that you do not pay the owed money within this timeframe, LOANHOOD may debit this amount from your agreed payment method without further notice to you. In agreeing to these Terms of Service you agree to allow us to do so and waive your right to chargeback this transaction with your bank.

Disputes 

16.1 If you have a dispute relating to the LOANHOOD Service, in the first instance please contact us at info@loanhood.com and attempt to resolve the dispute with us informally.

16.2 In the unlikely event that we have not been able to resolve a dispute informally, we will discuss and agree with you the most effective way of resolving our dispute.

16.3 If you have a dispute with another member, you agree to release LOANHOOD from any claim, demand, damage or liability of any kind and nature that has arisen from the dispute, whether knowing and/or unknowing. 

Ending our relationship

17.1 If at any time you do not feel that you can agree to these Terms of Service or any changes made to these Terms or the LOANHOOD Service, you must immediately stop using the LOANHOOD Service.

17.2 You must notify us if you wish to close your Account by contacting us using at support@loanhood.com, and we will close your Account and end your use of the LOANHOOD Service or you can delete your account from with the settings section of the app.

17.3 We may immediately end your use of the LOANHOOD Service if you break the Rules of Acceptable Use, any other important rule(s), or terms we set for accessing and using the LOANHOOD Service including these Terms of Service.

17.4 We may also withdraw any part of the LOANHOOD Service at any time, including for planned and unplanned maintenance to our Platform and will notify you if we feel it will significantly affect your usage of the LOANHOOD Service.

17.5 If you or we end your use of the LOANHOOD Service or we withdraw LOANHOOD Service as described in this section, we may delete your User Content, any other information that you have uploaded to the LOANHOOD Service or any other information we hold about you in accordance with the terms set out in our Privacy Notice and our obligations under the relevant data protection laws. You will also lose any rights you have to use the LOANHOOD Service or to access our content or your User Content. You should therefore ensure that you keep a copy of any information or content you use on the LOANHOOD Service, as well as your User Content, as we will not be liable to you,  nor offer you compensation for any losses you might suffer if you lose your rights to access and use the LOANHOOD Service or any such information, content or User Content.

17.6 The termination of your use of the LOANHOOD Service and the cancellation of your Account shall not affect any of your obligations to pay any sums due to us which for the avoidance of doubt will stay be payable

17.7 Nothing in this paragraph 17 affects any legal rights you may have under the law of the country in which you are resident.

Our liability/responsibility to you

18.1 The terms of this agreement do not limit our liability to the extent that doing so would be prohibited by law.

18.2 While we will do our best to ensure that the LOANHOOD Service itself is of a reasonable standard and quality and matches any descriptions we have provided you, any portion of the LOANHOOD Service may contain some content owned or developed by third parties. As we do not own or produce such third-party content, we cannot be responsible for it in any way.

18.3 In addition, due to the nature of the Internet and technology, the LOANHOOD Service is unfortunately provided on an "as available" and "as is" basis. This means that we are unable to promise that your use of the LOANHOOD Service will be uninterrupted, without delays, error-free or meet your expectations and we do not give any commitment relating to the performance or availability of the LOANHOOD Service in these Terms of Service and, to the extent we are able to do so, we exclude any commitments that may be implied by law.

18.4 In the event of a claim arising out of the provision of the LOANHOOD Service, our responsibility to you will never be more than the amount you have paid us in the 6 months immediately prior to the claim arising and, in the event that you have not paid us any money, we shall have no responsibility whatsoever to you.

18.5 In every case, we will never be responsible for any loss or damage that is not reasonably foreseeable.

18.6 The above does not affect your rights under the applicable law of the country in which you are resident, including our responsibility to you for any personal injury or death caused by our negligence.

Your liability/responsibility to us

19.1 The terms within this agreement do not limit your liability for fraudulent misrepresentation, death or personal injury resulting from your own negligence. 

19.2 When providing information through the LOANHOOD service you must give a true and accurate description of the condition of the item(s) and detail of what is included or noticeably absent.

19.3 You are responsible for having sufficient funds available to replace the item(s) should you lose or damage beyond repair. If you are unsure of the “Original Retail Price” you can give the estimated value or contact LOANHOOD for assistance. 

19.4 You should not rent an item unless you have funds to cover the Original Retail Price. LOANHOOD has the right to take funds corresponding to the Original Retail Price set by the Loaner prior to rental, without seeking further permission from you if we reasonably believe you have caused damage to the item or are unable to return it for any reason within the deadline set by us from time to time. 

LOANHOOD’s Role 

20.1 LOANHOOD provides the LOANHOOD Service for Loaners to send items to those who wish to rent the item and want to engage in a transaction with the Borrower. Consequently, LOANHOOD only acts as an intermediary between Loaner and Borrower and does not provide any goods or services outside of that scope. 

20.2 By Signing up for the LOANHOOD service you agree and understand that:

(a) LOANHOOD acts as an intermediary only. We are not part of the transaction and not responsible for the acts or omissions of either party

(b) We do not guarantee or endorse the item(s) or content posted by our members and are not responsible for providing the item(s) requested by Borrowers. 

(c) LOANHOOD is not responsible for the failure of the Borrower to treat items with care and attention

(d) LOANHOOD is not responsible for any delays in the delivery or return of the item(s) rented or any loss or damage due to the delivery location provided being unsecured or unsuitable. Please see www.superhog.com our partner if you would like to enter into a Lender Guarantee.

Changes to the LOANHOOD Service

21.1 We are constantly updating and improving the LOANHOOD Service to try and find ways to provide you with new and innovative features and services. Improvements and updates are also made to reflect changing technologies, tastes, behaviours and the way people use the Internet and the LOANHOOD Service.

21.2 In order to do this, we may need to update, reset, stop offering and/or supporting a particular part of the LOANHOOD Service, or feature relating to the LOANHOOD Service ("changes to the LOANHOOD Service"). These changes to the LOANHOOD Service may affect your past activities on the LOANHOOD Service, features that you use, your User Content and any other information you submit to the LOANHOOD Service ("Service Elements"). Any changes to the LOANHOOD Service could involve your Service Elements being deleted or reset.

21.3 You agree that a key characteristic of the LOANHOOD Service is that changes to the LOANHOOD Service will take place over time and this is an important basis on which we grant you access to the LOANHOOD Service. Once we have made changes to any part of the LOANHOOD Service, your continued use of the LOANHOOD Service will show that you have accepted any changes to the LOANHOOD Service. You are always free to stop using the LOANHOOD Service.

Changes to the documents

22.1 We may revise these Terms of Service from time to time but the most current version will always be at www.loanhood.com/terms-and-conditions. Please check our site regularly for updates to these Terms of Service.

22.2 Changes will usually occur because of new features being added to the LOANHOOD Service, changes in the law or where we need to clarify our position on something.

22.3 Normally, we will try to give you some warning before the new terms become effective. However, sometimes changes will need to be made immediately and if this happens we will not give you any notice.

Documents that apply to our relationship with you

23.1 The current version of these Terms of Service contains the only terms that apply to our relationship with you.

23.2 We intend to rely on these Terms of Service as setting out the written terms of our agreement with you for the provision of the LOANHOOD Service. If any part of these Terms of Service cannot be enforced then the remainder of these Terms of Service will still apply to our relationship.

23.3 If you do not comply with these Terms of Service and we do not take action immediately, this does not mean we have given up any right we have and we may still take action in the future.

Law

24.1 English law will apply to all disputes and the interpretation of these Terms of Service. If we need to apply to court to enforce any part of these Terms of Service against you or resolve any other dispute between us arising from or related to your use of the LOANHOOD Service, we will initially seek to apply to the English courts. This does not affect your rights under the law of the country in which you are resident, including your right to have a dispute in relation to your use of the LOANHOOD Service heard in the courts of that country.

Third Party Rights 

25.1 This agreement has not been given any right under the Contracts (Rights of Third Parties) Act 1999. This does not affect any right or remedy that has been stated within this agreement or exists separate to the Act. 

Contact, feedback and complaints

26.1 If you need to contact us in relation to these Terms of Service or any other document mentioned in them, please email us at info@loanhood.com.

26.2 We value hearing from our members and are always interested in learning about ways we can improve the LOANHOOD Service. By providing your feedback you agree that you are giving up any rights you have in your feedback so that we may use and allow others to use it without any restriction and without any payment to you.

Thank you and welcome to LOANHOOD

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