Most Asked Questions

Borobear pays out directly to you, the Item Owner, on a days after the rental period ended. This means that you do not (and should not) take any cash from the renter.

For example, if you are renting out your item from Feb 16-21, you will receive payment from Borobear on Feb 22 directly to your Borobear Wallet. You will be notified by email when your earnings have been deposited.

You can cash out anytime when your wallet has more than RM50.

No. Never accept cash from Renters, as this is against community rules to do so.

The Renter has already pre-paid when they booked. Therefore, you will receive your earnings directly from Borobear. The payout occurs on a day after the rental period ended.

For example, if you are renting out your item from Feb 16-21, you will receive payment into your Borobear Wallet on Feb 22.

Yes. When we say we cover owners against non-return, we mean it.

As per our Terms of Service, renters who fail to return an item are liable to pay the full replacement cost of the item, regardless of the circumstances of the non-return. In the event that the renter is not cooperating and payment is delayed, a claim may be made on the Owner Guarantee.

Besides, if the renter runs away with your item, this is an outright case of theft, and we will assist the police in matters concerning the investigation.

We understand that your belongings are very important to you, and are therefore working towards better and better protection every day. Currently, your items are protected in the following ways:

  1. When you rent out something, you are protected under the Borobear Owner Guarantee policy, which will be covered up to RM3,000 compensation for each item.
  2. According to the Terms of Use, renters are also liable for any damages in excess of the security deposit paid. If the item is returned to you in a damaged condition, the renter has the responsibility to recompense you for your loss.
  3. We are working on a damage coverage/insurance program for eligible categories of items. We will let the Community know via email when this is in place!

To even reduce the chance of any unhappy experiences, make sure you vet the renter first!    

Email: hello@borobear.com

General

Items-sharing is a new form of consumption, where we borrow each other’s belongings, rather than buy from stores. By sharing with neighbors, rather than buy from stores, you can expect to save up to RM3,000 a month in avoided purchases, giving you more freedom to enjoy life to the fullest.
 

1. Contribute items:

If you have a PlayStation at home which you don’t use often, you can list it on your Neighborhood Page, so that others can borrow it when they need it (e.g. RM50 a day).
 

2. Borrow items:

And if you need something – for example, a set of camping equipment to go camping – you can borrow it from neighbors at a fraction of the price of buying (e.g. RM100 for a weekend) and return everything after use.  Welcome to the Rental Revolution

Recommendations for keeping your items safe and sterile and preventing the spread of germs.
 

Borobear makes the following recommendations when renting:

 

  1. Clean the equipment after use.

  2. Put on a pair of rubber or disposable gloves.

  3. Ensure that you are following the instructions written on any cleaning products.

  4. If suitable, start your cleaning with a disposable cloth, cleaning hard surfaces with warm soapy water. Pay particular attention to frequently touched areas.

  5. Review what cleaning products you have and ideally use a disinfectant spray with at least a 70% alcohol content.

  6. Once you have finished cleaning your rentals, please dispose of your gloves and wash your hands with soap for at least 20 seconds.

We encourage you to practice these tips when handling items for any delivery service as well.

You’ll be able to leave a review 24 hours after the rental has ended. That goes for renters and owners. Bear in mind that the link will expire within 10 days of it being sent, so get in there quick!

 

As per our Terms and Conditions, we will not tolerate any reviews which are untrue, deemed abusive, aggressive or show threatening behaviour or discrimination. We believe in treating everyone with respect and will not allow any reviews which are likely to harass, upset, embarrass, alarm or annoy any other person.

 

We are not able to change reviews without the permission of the author, to uphold the integrity of the platform. If you feel like the review that has been written about you which breaches the rules within our Terms and Conditions

Got a question or an issue? We’d love to help you out – here’s how to get in touch with us.

Here are the best ways to get in touch with us:

  • Email hello@borobear.com

  • Use the Support Triage (by clicking the chat icon in the bottom right corner) to get directed to the correct team. 

Start renting or borrowing in 4 easy steps.
 

Borobear is a peer-to-peer rental platform — we connect people who need stuff with people who have stuff. Easy. 

 

If you want to lend something, just: 

 

  1. Create a listing for the item 

  2. Approve incoming rental requests

  3. Arrange a time to exchange your item with the renter

  4. Get paid through our secure payment system

If you want to rent something, just:

 

  1. Find what you’re looking for 

  2. Book the item for the dates you need it and get verified by us 

  3. Arrange a time to collect your item from the renter and enjoy your rental

  4. Return the item to the renter and leave a review 

Pricing & Payment

We sometimes ask owners to verify their payment account by submitting further identification.

 

When you rent something on Borobear as an owner, we transfer your earnings to your account using our payment provider, Stripe. If the volume of your owner earnings increases significantly, Stripe might ask you to further verify your identity.

 

These requirements come from our regulators and financial partners, and are intended to promote transparency and prevent individuals from using complex company structures to hide terrorist financing, money laundering, tax evasion, and other financial crimes.

 

Documents required owners

  • Passport, Citizen Card, or Driver’s Licence 

When we need you to verify, our Payment or Support team will be in touch directly.

 

 

To help operate the Borobear platform, we charge a service fee on all transactions of 15% from the owner and 15% from the renter.

 

In numbers, that means that if an item’s listed at RM100/day, the renter pays RM115 and the owner earns RM85. These service fees are paid automatically as part of your transaction.

 

There is a RM5 minimum renter service fee per transaction.

 

This means that, for example, if you are renting an item for RM10 with a 15% fee of RM1.50, an additional RM3.50 fee will be added at checkout to meet the minimum service fee requirement.

 

No subscription fee

It’s free to sign up and list your items and there’s no fee for browsing other people’s listings on the platform.

When do I submit my details?

When you request to rent an item, we’ll ask you to submit your payment details.

 

What are the accepted payment methods?

You can pay by credit or debit card. Sadly, we can’t accept pre-paid cards.

 

When will the money be taken from my account?

When you request to rent an item, we’ll authorise the payment amount in your account, to make sure you have enough funds for the rental. This is basically a hold of funds on your account – the specifics of how it’s processed will depend on whether your payment card is a debit or credit card, and your bank’s policies.

 

We’ll then transfer the funds from your account to the owner’s within 24 hours of the start date of the rental. 

 

If for any reason your rental doesn’t go ahead, please let us know as soon as possible, so that we can easily release funds back into your account.

 

Do I need to pay a deposit?

No, there’s no need to pay a deposit to rent on Borobear. Woohoo.

When do I get paid?

When you rent out an item, we’ll send you the due amount within 24 hours of the start date of the rental. This will normally hit your account about 3-4 working days after the start date of the rental.

 

How do I get paid?

We’ll send you your owner earnings via direct transfer. Payments are run through our secure payments provider, Stripe. When you accept your first rental, we’ll send you an email asking you to upload your bank account details.

Rentals

Read how the item exchange process differs for items with and without delivery
 

How to arrange handover and return with another user

  • You can message an owner or renter on Borobear before or after a rental request in order to arrange handover and return.

  • We recommend agreeing to meet in a public place that’s convenient for the renter to get to. 

  • Once a rental request has been approved, you’ll be able to access the other user’s contact number

Your rental will pass through a few different stages before it’s completed — find out what each status means here.
 

Pre-rental status (renters only):

Pending verification: You’re still in the process of being verified by our team — read more about what that means here. 

 

Awaiting approval: You’ve been verified, and your request is awaiting approval from the owner, who has already been notified.

 

Not accepted: Your request hasn’t been accepted by the owner.

 

Accepted: Your request has been accepted by the owner.
 

 

In-rental status (renters and owners):

Starts in “X” days: The request has been approved by the owner, and the rental period will begin in “X” amount of days.

 

Cancelled: The request has been cancelled. Click here to read our Cancellations Policy.

 

In progress: The rental is ongoing.

 

Completed: The rental period has finished successfully.

 

Under Review: The transaction is under review by our Resolutions team. This would happen if there was a problem with the rental, for example.

On Borobear, the general rule is that renters should come and pick up the item from the Owner.

 

Where this is not feasible — for example, when the renter is from a different neighborhood — then Owners can specify a place that is convenient to them, such as a nearby subway station after work, or even a place that the owners pass by every week.

 

We encourage in-person meet-ups as much as possible, so that both sides have the chance to verify the item on the spot.

Owner Guarantee

When you list items for rental on Borobear, we ask you to estimate their value. Here’s why.
 

When you list an item, we ask you to estimate it’s value so that we can securely verify the transaction.

 

Please make sure you set accurate prices. We can only cover you up to that amount in the event that you have to claim on the Owner Guarantee.

 

How do I update my item values?

Using a proof of purchase or estimated market value, please ensure that the item values are accurate.

 

For owning

Yes. When we say we cover owners against non-return, we mean it.

 

As per our Terms of Service, renters who fail to return an item are liable to pay the full replacement cost of the item, regardless of the circumstances of the non-return. In the event that the renter is not cooperating and payment is delayed, a claim may be made on the Owner Guarantee.

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Here’s what owners need to before and after the rental in order to meet the Guarantee criteria.
 

In order to meet the criteria for our Owner Guarantee, you’ll need to do the following:

 

Before the rental

Take timestamped photos/videos of your item

In order to evidence the condition of your item before a rental, you need to take timestamped photos of your item no more than 24 hours before the start of the rental.

 

For items with moving parts, a mechanism, electronic/audio functionality, or anything else that can’t be demonstrated by a photo, you need to take a timestamped video showing the item in full working order (eg. a video of a drone flying).

Here’s how:

  • Smartphone. Timestamps are automatically encrypted on most smartphone camera photos/videos.

  • App. If your phone doesn’t take timestamped photos/videos, we recommend downloading Timestamp Camera Basic.

Locate the proof of purchase for your item

In the very rare event that an item is not returned, you’ll need to provide proof of purchase for the item. This can be a receipt (physical or digital), a screenshot of the proof confirmation if purchased online, SMS/email confirmation from the seller or a bank transaction linking to the purchase (including name of item or seller).

 

Make sure your item is listed comprehensively

Take care to include every item being lent to the borrower on your listing page. If something’s not in the listing, it can’t be covered by our Owner Guarantee.

 

After the rental

Check the items are in working order immediately upon return. If you suspect the items have been damaged during the rental, you must take photos/videos showing the damage and report the incident to our Resolutions Team within 24 hours of the rental ending.

N.B: we do not offer legal advice so please take any information found in our FAQ’s as non-exhaustive guidelines as a starting point for your research.

 

As an Owner, you are responsible for ensuring that your items:

 

  1. Conform to any descriptions provided

  2. Are fit for purpose 

  3. Are safe to use.

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 hire, 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.

 

If any problems occur that are determined to have been caused by you failing in one of your above obligations, you will be liable.

For renting

As a renter, you’re not covered by Borobear’s Owner Guarantee. Learn more about renter liability here.
 

No, the insurance-backed guarantee is only for the owners. Our Owner Guarantee ensures that if it comes to the stage of legal proceedings to reclaim debts, the onus of that will not fall on the owner but be taken on by ourselves. If you require insurance as a renter, you’re welcome to take out your own policy.

 

What’s my liability as a renter?

  • Renters are fully liable for loss or damages caused to the item.
    Renters must therefore make sure they have the necessary funds available to replace or repair the item in the event that you’re unable to return it in the condition it was rented in. 

  • Renters are fully responsible for a rented item whilst it’s in their possession. In the event of theft, loss, confiscation or damage, you’re liable for the cost of rectifying the problem.

Cancellations

Provided they give plenty of notice, both Renters and Owners can cancel rentals — here’s how to do it.
 

For Owners

How do I decline a pending rental request?

  • Head to the ‘Lending’ tab of ‘My rentals’ on your Dashboard. Click on the relevant rental and then click ‘Cancel request’.

How do I cancel a rental offer before it’s been accepted by the Renter?

  • Click on the trash icon in the top right corner of the offer box within the messaging tab.

How do I cancel a rental request that I’ve already accepted?

  • Once you’ve made the Renter aware, go to the ‘Activity’ tab on your Dashboard  and select the rental in question, then click on the “Cancel Rental” button. If this option is not showing as available, email us at hello@borobear.com  and we can process that for you.

For Renters

How do I cancel my rental request?

  • You can cancel your rental for yourself if:
    -You have not yet verified
    -The Owner has not accepted your request
    -It is within 3 hours of making your rental request
    -It is within 48 hours of making your rental request, and also more than 48 hours before the rental starts.

To do this, go to the ‘Activity’ tab on your Dashboard  and select the rental in question, then click on the “Cancel Rental” button.

 

  • If you are outside these cancellation parameters, please email hello@borobear.com and we will help you process this.

Our Cancellations Policy is designed to protect both Owners and Renters.
 

For Renters

Cancelling a rental:

 

  • There’s a 48-hour cooling off period in which you’ll be fully reimbursed if you cancel a rental you’ve booked. Please note that if you book a rental within 48 hours of the rental start date (e.g. if you book a rental for on Monday evening for Wednesday morning), then this cooling-off period does not apply.

  • If you cancel after the 48-hour cooling off period, but sooner than 48 hours before the rental start date, you’ll incur a fee of 40% of the rental amount — the remainder of the rental amount will be refunded to you. 

  • If you cancel within 48 hours of the start date, you won’t be reimbursed.

Other:

 

  • If a Owner cancels a rental, you’ll be notified and fully reimbursed, and our account managers will do all they can to help you find an alternative item. If you weren’t expecting the rental to be cancelled, let us know as soon as possible.

  • If the Owner doesn’t show up to hand over the item, please contact us as soon as possible — you’ll need to contact us within 12 hours of when the rental was scheduled to begin to receive a full reimbursement of the cost of the rental.

 

For Owners

  • You won’t be charged for cancelling a rental, unless it’s within 48 hours of the rental start date — in this case, you can be charged a fee of up to the full rental value. Please note that cancelling rentals will also affect your Owner Score and chances of getting ranked as a Super Owner.

 

Our Cancellations Policy is in place to protect Owners and Renters against last minute cancellations

When are you allowed to cancel, what will you be charged, and how long will refunds take?
 

Cancellations from your end:

  • There’s a 48-hour cooling off period in which you’ll be fully reimbursed if you cancel a rental you’ve booked. Please note that if you book a rental within 48 hours of the rental start date (e.g. if you book a rental for on Monday evening for Wednesday morning), then this cooling-off period does not apply.

  • For rentals booked within 48 hours of the start of the rental, you will have a 3-hour cooling off period, to give yourself and the owner the opportunity to make sure the details of the handover will work out.

  • If you cancel after the 48-hour cooling off period, but sooner than 48 hours before the rental start date, you’ll incur a fee of 40% of the rental amount — the remainder of the rental amount will be refunded to you.

  • If you cancel within 48 hours of the start date, you won’t be reimbursed.

Cancellations by the owner:

  • If an owner cancels a rental, you’ll be notified and fully reimbursed, and our customer service team will do all they can to help you find an alternative item. If you weren’t expecting the rental to be cancelled, let us know as soon as possible.

  • If the owner doesn’t show up to hand over the item, please contact us as soon as possible — you’ll need to contact us within 12 hours of when the rental was scheduled to begin to receive a full reimbursement of the cost of the rental.

Refunds:

  • If a rental has been cancelled before completing verification or being accepted by the owner then the transaction will only be Pending in your bank account. Once the request is cancelled, these funds are released on our end and will be returned to your available balance by your bank within a few days. You will not see a separate line item in your bank statement when the funds have been returned, they will simply be moved out of “Pending” status.

  • If a rental is cancelled after the owner has accepted it, then your funds will have been fully debited from your account. In this case, it will generally take 5-10 days from the time of cancellation for your refund to hit your bank account.

  • Any Borobear credit you use on a rental will be automatically refunded when the transaction is cancelled.

Item Condition

If such a case happens, please contact the owner directly. He or she has the responsibility to ensure that the item is rented to accurate to the details provided.

 

To avoid this happening, please check that the item is the one requested, and let the Owner know any irregularities as soon as possible.

If this is the case, contact the owner immediately. The owner has the responsibility to provide the rental item to you in the indicated condition.

 

If the item is indeed faulty, you are entitled to a full refund from the owner of rental fees. If however, the item is damaged as a result of improper use on your part, then you have the responsibility to reimburse the owner for any losses incurred.

 

Please reach out to our Team at contact@borobear.com should you have issues with contacting the owner.

Yes, certainly! You are entitled to a full refund if the item was not the one promised to you, or that it was provided to you in an unusable condition.

 

In all cases, when you pick up the item from the Owner, please check that it is fully functional as much as possible. Please contact our Team if you need assistance.

Prohibited Items

According to our Terms and Conditions, the following items are not allowed on Borobear:

 

Counterfeit items, infringing/unauthorized copies/items, alcohol and wine, animals and wildlife products, credit cards, calling cards, coupons, drug or drug-like substances, prescription drugs, personal hygiene/care products and food, obscene/indecent articles including those violent material, firearms, weapons and knives, and tobacco.

 

We also do not support humans (in the form of services, such as housecleaning, language learning, guitar playing etc.). Please reach out to us if you would really like to start a Service Group on this front!

For now, Borobear does not support any buying and selling transactions on the platform.