Items on The Volte platform should be consistent with the description provided by the Lender. If a Borrower who books and pays for an Item and then experiences a ‘Renting Issue’, the Borrower may be eligible for a refund.
The Volte may (at our discretion) provide the Borrower with either a full or partial refund excluding any shipping costs, administration fees and processing fees.
A valid 'Renting Issue' generally falls into five categories:
1. The Lender cancels a reservation 24 hours or less before the scheduled arrival of the Item, or fails to provide the Borrower with the Item.
2. The description of the Item in the Listing on The Volte is materially different from the actual Item. The Volte reminds Borrowers that Items are potentially pre-worn and are not rented on an as-new basis. Some minor wear and tear may not be listed in the description but can not be used as a basis to provide a refund under this policy.
3. At the start of the Borrower’s reservation, the Item: (i) is not generally clean and sanitary (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Borrower’s use of the Item in The Volte’s judgment. The Borrower must post the dress back to the lender by the next business day after receipt and must be returned unworn, otherwise the refund will be forfeited.
4. Item is delivered late and did not arrive in time for the Borrower to use for their intended date. In this instance, the Borrower must post the dress back to the lender by the next business day after receipt and must be returned unworn, otherwise the refund will be forfeited.
5. If a lender missed sending the item on the required shipping date and/or did not use express post, and the item was received within/after the rental date, the Borrower will be given a full refund provided they send the item back unworn in 2 business days after they have received the order, in the event it is sent after 2 business days, the refund will be forfeited. (Note: Australia Post tracking is important as this will be the proof to show how and when the order is shipped to the borrower)
To submit a valid claim for a refund, a Borrower is required (a) to bring the Renting Issue to our attention within 2 hours after receipt of the item (including photographs or other evidence) and respond to our requests for information or cooperation, (b) not have directly or indirectly caused the Renting Issue and (c) to have used reasonable efforts to try to remedy the circumstances of the Renting Issue with the Lender prior to making a claim for a Renting Issue.