What is the process once the rental booking is placed?

For Borrowers:

  • Pending Verification: You need to be Verified to make a rental booking.
  • Awaiting Approval: You’ve been verified, and your request is pending approval from the Owner. You can now initiate contact through our messaging feature on Tribu.
  • Not Accepted: Your request hasn’t been accepted by the Owner.
  • Accepted: Your request has been accepted by the Owner. You can access the Owners mobile number on their dashboard.

Acceptance of the rental booking (Owner and Borrower):

The Owner and Borrower will receive an email which highlights:

  • Rental Commencement and Rental Due Date

Upon completion of the rental duration (Owner and Borrower)

The Owner and Borrower will receive an email which highlights:

  • Don't forget to place feedback for each other
  • Contact info@tribu.nz if something goes wrong.
Tribu Tip: If something goes wrong during or at the end of the rental, email info@tribu.nz as soon as possible or within 12 hours of the incident or the end of the rental agreement.

How to arrange the item handover and return?

The messaging feature on Tribu allows the Owner or Borrower to contact each other once the rental booking has been made.

Once a request has been accepted, the Owner and the Borrower can request each other's contact number to arrange collection and drop-off.

Tribu Tip: Choose a convenient place and time which the Owner and the Borrower feel comfortable handing over the item.

How are daily rentals calculated?

Daily rental rates are charged by a 24 hour period, meaning a rental from 2 August to 3 August will incur 1 day of rental charges, providing the item is returned less than 24 hours from the pick-up time.

Tribu Tip: If it works for the Owner, the Borrower can extend the rental period, we suggest you treat this as a new transaction and request the item for the new duration.

What happens when the item is returned late?

As a Borrower, you agree to return the item on time.

For a one-day rental, this means if you picked it up at 2pm Monday, the default is that the item is due back on 2pm Tuesday – unless this time has been mutually agreed with each other with evidence.

Owners are entitled to lodge a complaint to Tribu, and we will block the Borrower from using the platform in the future.

Tribu Tip: The Owner can also place feedback for the Borrower with their negative experience.

How do I cancel my rental?

For Borrowers:

  • Before 24 hours Cancellation, 100% Refund (No Feedback Placed)
  • Within 24 hours Cancellation, 100% Refund (Owner has the ability to submit feedback)

Multiple cancellations may result in being blocked from Tribu as a user.

For Owners:

  • If you cancel before 24 hours of the rental start date, you will be charged Stripe Fees but email info@tribu.nz and we will make an manual payment to cover the Stripe Fees for the rental transaction (2.9% of the rental amount + $0.30).
  • If you cancel within 24 hours of the rental start date, you will be charged the Stripe Fees for the rental transaction (2.9% of the rental amount + $0.30)
Important: If a user wants to cancel the transaction, they have to email info@tribu.nz with the booking number so we can identify the transaction and action accordingly. Tribu Tip: If the Owner cancels the rental booking after confirmation, email info@tribu.nz and we will help you find an alternative listing to rent or you can Browse Catalogue and find a suitable item to rent.