This policy outlines the requirements and responsibilities for all Lenders using The Volte UK Marketplace to ensure consistent service levels, platform integrity, and compliance with UK consumer law.
Overview
As a Member listing items for hire, you are classified as a Lender. As a Lender, you are granted permission to use The Volte UK Marketplace, subject to full compliance with:
Failure to adhere to these Terms may result in suspension or permanent removal of your Lender account, including (but not limited to):
- Conducting transactions off-platform.
- Excessive order declines.
- Providing unsatisfactory service to Borrowers.
Item Listings
When creating a Listing, Lenders must provide complete and accurate information regarding:
- Designer / Brand
- Garment type and occasion
- Size
- Colour
- Retail price
- Any known defects or faults
- Rental price
- Availability
- Delivery and cleaning terms
Once listed, items are made publicly available on the platform. Borrowers rely on the accuracy of your listing to make rental decisions.
Lenders are strictly prohibited from:
- Requesting a higher price after receiving a rental request.
- Misrepresenting item condition or suitability.
- Breaching any agreements or third-party obligations relating to the items listed.
- Violating any applicable UK laws, consumer regulations, or tax obligations.
The Volte UK reserves full discretion to remove or disable any listing at any time.
Legal Relationship
- The Volte UK operates solely as an online marketplace and is not a party to rental agreements between Borrowers and Lenders.
- The Volte UK acts only as the limited authorised payment collection agent for Lenders to collect rental payments from Borrowers.
- Lenders are responsible for their own legal compliance, tax obligations, and insurance coverage.
Cleaning & Item Condition
- Lenders are required to ensure that all items are professionally cleaned, hygienic, and in a fit state for hire before each rental.
- Lenders may apply for verification to list handbags.
- Shoes and jewellery are not permitted to be listed; such listings will be removed.
- The Volte UK reserves the right to decline or remove accessory listings at its discretion.
Off-Platform Activity — Strictly Prohibited
The following actions will result in immediate termination of your Lender account:
- Encouraging Borrowers to book directly, partially, or indirectly outside The Volte UK.
- Requesting contact details before booking confirmation.
- Redirecting Borrowers via external links or communication channels.
- Soliciting Borrowers to complete repeat or future bookings outside The Volte UK.
All communication prior to order confirmation must remain on The Volte UK platform.
Order Acceptance Rate
- Lenders must maintain a minimum Order Acceptance Rate of 50%.
- Repeated high decline rates will result in suspension or permanent deactivation of your account.
Lost or Unreturned Items (Claims Process)
- If an item is not returned within 14 days of the rental end date, it will be considered lost or stolen.
- Lenders must first attempt to contact the Borrower.
- If no response is received within 24 hours, escalate to The Volte UK support team at [email protected].
Required Documentation for Lost Item Claims:
- Statutory Declaration outlining the loss.
- Proof of original purchase (receipt or proof of payment).
- For second-hand purchases, valid proof of payment (PayPal receipt, bank transfer etc.).
- Police report (in cases of theft).
Lenders have 14 days following the rental end date to submit complete supporting documentation. The Volte UK will investigate and process claims within 30 days (or longer if escalated to debt collection).
Borrowers may be required to cooperate, including providing police reports if an item was delivered but stolen after delivery.
Note: The Volte UK facilitates the claim process but does not guarantee payment recovery.
Damage Claims
- Lenders must report any item damage to [email protected].
- Full procedures are outlined in The Volte UK Lender Damage Claim Policy.
Rentals & Financial Terms for Lenders
- Lenders must confirm or decline rental requests within the Rental Request Period.
- Failure to respond may result in automatic cancellation.
- Any refunds issued to Borrowers will follow The Volte UK Cancellation Policy.
If the Lender owes any amount to The Volte UK (fees, penalties, refunds), The Volte UK reserves the right to withhold funds from future payouts to offset those amounts.
Appointment of The Volte UK as Payment Agent
By using The Volte UK:
- You authorise The Volte UK to collect rental fees from Borrowers on your behalf.
- Payment from Borrowers to The Volte UK is deemed payment directly to the Lender.
- The Volte UK’s payment obligation to Lenders is conditional upon successful receipt of payment from Borrowers.
- The Volte UK accepts no liability for any non-payment by Borrowers.
Service Fees
- The Volte UK deducts Lender Fees from the rental amount before paying out the balance to Lenders.
- Borrower Fees are included within the Total Fees and charged separately.
- Where applicable, VAT will be charged on fees.
- Service Fees are non-refundable except where required by law.
Full details on fees are provided at www.thevolte.co.uk.
Important Note on Listing Fees
- The Volte UK does not currently charge Listing Fees.
- The Volte UK reserves the right to introduce Listing Fees in future, with prior notice provided.
This Lending and Lender Policy forms a binding part of your agreement to use The Volte UK.