Frequently Asked Questions


Q: What is Tree Hut Village?

Tree Hut Village is a parent-to-parent baby equipment hire platform so that parents can make some money from stuff they already own and to make it easier for parents to hire quality equipment where they live or travel. 

 Q: Is there a Tree Hut Village app?

We are currently developing an app.

 Q: Do I have to register to borrow and/or lend?

Yes, it is important for us to verify the email address of all Tree Hut Village users at the very least.

 Q: How much does it cost to list an item?

Listing items on Tree Hut Vilage is free! 

 Q: What happens if I cancel a booking?

We know that things come up but to be fair to the lender we have following rules in place:

 ·         If you cancel more than 7 days in advance your booking costs will be refunded.

·         If you cancel a booking between 7 – 3  days in advance you will receive a 50% refund of your booking costs - a 15% cancellation fee will still be deducted from your card

·         If you cancel 24 hours within the start of the booking you will receive NO refund

 Please refer to the Tree Hut Village Cancellation Policy for more details.

 Q: Do members get pre-checked?

Yes, members are verified by Tree Hut Village via email, phone and credit card and via social media accounts. We also randomly select users to supply additional information like Government issued photo identification (e.g. drivers license or a passport). Further, we require additional verification once an owner has made more than $1,000 via Tree Hut Village.

 




Q: How will I find items to borrow? 

Tree Hut Village automatically recognises your current location and shows the items closest to you first (if you have enabled location identification in your browser). You can also enter your preferred location (let’s say your holiday destination) and adjust the search radius.

 

Q: Can I request more than one item?

Yes, to request more than one item simply go to each of the listings you’re interested in and request them for your preferred timeframe.


Q: What if I don’t get a response?

If you don’t receive a response to your request within 24 hours, please contact us. Although some lenders offer automatic approvals, others prefer to manually approve each request. In both cases, you should hear from the lender within 24 hours. You can now also see their average response times next to the listing which gives you an indication of how quickly you can expect a response. 

 

Q: Can I get a discount for long-term rentals?

All rates have been set by the lenders. Check their rate schedule for details.

 

Q: Do I get insurance from Tree Hut Village?

A: Yes! You are covered for public and product liability up to $20 million. The borrower is liable for any damages to the owner's property (pram, stroller etc.) and needs to reimburse the owner should any damage occur. Should you not be able to reconcile the differences, Tree Hut Village will cover for any incidental damages up to $500. Please see the insurance section and our terms and conditions for more detail. 


Q: How do I join?

Simply enter your email address and set a password. We’ll send you a verification email and you can start browsing.


Q: How do I make sure the equipment I’m borrowing is hygienic?

We ask that all lenders provide items pre-cleaned and ready to use. Check out their reviews to make sure you are happy with the lender’s past performance.


Q: How will I get the item?

After the transaction is approved, you can arrange the pickup or drop off with the lender on Tree Hut Village.  Contact details will be provided upon approval. Some lenders will deliver their items (which can be particularly handy if you’re arriving at an airport and require a car seat or pram).

 

Q: What if I break something?

Under our Terms and Conditions you are obliged to return the item to the lender in the condition in which you received it. This means you are liable for any damages / loss. 

 

Q: Who do I call if I have a problem during the rental period?

If you have any issues with the item you have borrowed it is best to get in touch with your lender by messaging them. If the lender cannot resolve the issue, contact us.

 

Q: Do I have to pay a bond?

Most lenders require you to pay a bond for the duration of your rental. Tree Hut Village will hold the bond and return it to you upon expiry of the rental — provided there have been no claims by the lender that the item was returned in poor condition.

 

Q: Do I have to return the item professionally cleaned?

Lenders will specify the condition their items should be returned in. Generally, it's not required to have them professionally cleaned. 

 

Q: How do I know if I can trust the lender?

Everyone in the Tree Hut Village community has undergone our verification process. Tree Hut Village also has a self-regulating rating system where users can vouch for other members. Members who violate our Terms and Conditions are removed from Tree Hut Village.

 

Q: What if the lender doesn’t show up?

The lender will be required to reimburse the borrower according to our policy. Lenders are also likely to receive negative ratings. If a lender misses 3 drop offs or pick ups, they may be removed from Tree Hut Village. If a lender doesn't show up contact us immediately to discuss the issue. 

 

Q: When will I be charged?

When approved, Tree Hut Village will hold the booking fee. The amount will appear as “pending” on your online statement. Your account/credit card will be charged when the lender approves your booking. This allows Tree Hut Village to return the fee if the booking gets cancelled.

 

Q: Can I extend my rental?

Yes, simply go to “My Account” and click on the listing you want to extend. If the item is still available and hasn’t been booked by another member, you can extend the rental. The fee for the extended days will be 20% of the base rate per day. This way it is cheaper for you to extend your booking but the owner also gets some reimbursement for the change in plans. 

 



Q: How do I list my item?

Register on Tree Hut Village and follow the prompts. Listings should include: clear photos, drop off or pick up preferences, and details like whether you are willing to help with installation etc.

 

Q: How do I know that I can trust the borrower?

Everyone in the Tree Hut Village community has undergone our verification process. Tree Hut Village also has a self-regulating rating system where users can vouch for other members. Members who violate our Terms and Conditions are removed from Tree Hut Village.

 

Q: Can I list multiple items?

Yes, you can list as many items as you like, although we require that each item be listed separately.

 

Q: Does it cost me anything to list items?

No, listing items is free.

 

Q: What if I can only rent out items on certain days?c

In your settings make sure to tick “I want to approve every booking” – this way you have full control if you are going to accept the booking or not. You can also make a listing “private” and your listing won't show up in searches. This is recommended if your item won’t be available for a prolonged period of time.

To provide you with even greater control you can also set date ranges when the item is unavailable. To do this go to "my account" > "listing" and then edit the listing, scroll down and find the section where you can enter dates to mark your item as "red" on your availability calendar. You can put a note in there for yourself why you've marked it red for example "holiday".  

Q: What if my item is stolen?

Each borrower accepts our Terms and Conditions before making a reservation and is therefore liable for any theft or damage that occurs during the rental.

 

Q: How do I manage my listings and bookings?

Go to My Account to edit listings and bookings, and for an overview of your account.

 

Q: Can I amend the automatically calculated rates?

Yes, you simply to My Account go to "listings" and scroll down to the "rates" section. You can edit each suggested price point for all time brackets in accordance with your expectations. Just save your changes and they will be applied immediately. Please remember that the "extend your booking" rates are based on your base rate (20% of the base rate per day). Existing, approved bookings won't be affected by the changes to your rate schedule. 

 

Q: What’s the best way to set rates?

Your rates depend on how competitive your want your listing to be. For example, if you would like to attract longer term hires you might want to set a lower rate for long term hires and a higher one for shorter periods. Always make sure to set rates that work for you. You can now also set a price for pick-up and drop-offs in addition to your rental rates. This includes both pick-up and drop-offs this means a fee of $20 for example would have to cover both trips. 

 

Q: Can I give discounts for long-term rentals?

Set your rental price in accordance with the date ranges and what you’re happy to receive. If you get asked to discount your rate, you can change the rate in "my account" > "listings" > "edit listing"  - don't forget to change it back once you've approved the booking. 

 

Q: Can I accept cash from a renter?

No. For the security and accountability of all parties, we require that all payments be made via Tree Hut Village. You WON'T be covered by our insurance policy if your payments are made outside of Tree Hut Village. 

 

Q: Can I list my item with multiple addresses?

Yes, many of our users create a listing at their home, work and even holiday home address. Generally, items listed in areas that are convenient for borrowers get more booking requests. For example, airport listings are often the first choice for parents looking to borrow items while on holidays.

 

Q: What happens if the renter doesn’t pay?

Fees are processed when an item gets requested and held until you approve the booking. Tree Hut Village will then transfer the payment into your account minus the Tree Hut Village administration fee. No booking can be requested without having provided credit card details. 

 

Q: When does the administration fee get deducted?

Tree Hut Village deducts a 15% administration fee from your payment before transferring it to you after you have approved the booking. 

 

Q: How can I get more bookings?

Have a look at our tips page. Dropping off / picking up an item is a must - also share your listing on social media!