Terms of use

Grannen is a registered business name of a small Sydney business (ABN 41 948 933 915). These terms are an agreement between you and us. By using Grannen, signing in, sending a request or listing something, you agree to them. Our privacy policy explains how we handle your information.

• You must be 18 or over.
• One account per person, with your real name and an email address that's yours.
• Your account is only for you. Anyone who can get into your email can sign in to it, so keep your email secure.

Grannen is a place for neighbours to lend and borrow gear. When a lender accepts a request, the hire agreement is between the renter and the lender, on these terms. Grannen isn't a party to it: we don't own, check or hand over the gear.

What we do:

• run the site, the requests and the chat,
• take the renter's payment on the lender's behalf and pass on their share (paying Grannen counts as paying the lender),
• look at damage reports and decide what's charged,
• help when something goes wrong.

We don't check every listing or everyone's identity, so use your judgement, and ask questions in the chat before you agree.

When you list something, you confirm that:

• it's yours, or you're allowed to lend it,
• the listing is honest: the photos are of that item, and the description and what's included are accurate,
• it's safe, works properly and comes with what someone needs to use it safely (instructions, safety gear where it matters),
• you'll be there for pick-up and return at the times you agree, and
• you'll only accept requests you can honour.

You set the prices. Your listing goes public once you've set up payouts. You let us show your listing, photos and name on Grannen and when we promote it (for example in search results or social media). You can edit or remove a listing any time; bookings you've already accepted still stand.

• anything illegal, stolen or counterfeit,
• weapons, ammunition, fireworks or explosives,
• drugs, alcohol, tobacco or vapes,
• cars, motorbikes, boats and other motor vehicles,
• gear that's been recalled, or isn't safe to use,
• services, or anything that isn't an item to lend.

We can remove anything we think doesn't belong on Grannen.

• Pick your days and send a request with a message. Days count inclusively (pick up Thursday, return Saturday is 3 days), up to 30 days.
• You add a card, which is saved but not charged. When the lender accepts, you're booked and your card is charged the full price.
• A request doesn't hold the days. If the lender accepts someone else first, or doesn't answer before your first day, it can't go ahead and you're not charged.
• You can withdraw a request any time before it's accepted.

How renting works

• Renters pay the price on the listing, in Australian dollars. No booking or card fees are added.
• Grannen keeps 15% of each booking, from the lender's side. The rest goes to the lender through our payments partner, which needs to check who they are before paying them.
• If a card doesn't go through when the lender accepts, the renter is asked to pay on the booking page. The lender can call the booking off if the payment doesn't come.
• Card payments and payouts are handled by our payments partner, on their terms as well as ours.

How the fee works

• Renter cancels more than 2 days before pick-up (midnight Sydney time at the start of the first day): everything back. Within 2 days: 50% back, and the lender keeps their share of the rest.
• Lender cancels: the renter gets everything back, however close to pick-up. The lender must say why in the chat and isn't paid.
• Once the pick-up day has started, bookings can't be cancelled on the site. Email info@grannen.com.au and we'll work it out with you both.
• Refunds go back to the card that paid. Grannen's fee is refunded in the same proportion.

Cancellations in detail

Renters: use the gear only as intended and as the lender shows you, don't lend it on or take it somewhere risky, and give it back on time, clean and with everything it came with. If something breaks, tell the lender straight away.

Lenders: hand it over as described, show how it works, and be there when you said you would.

Both: agree times in the chat and keep them. Take a few photos at the handover. Keep the conversation on Grannen, so there's a record if something goes wrong.

There's no deposit. Instead, by sending a request, the renter agrees that if the gear comes back damaged or doesn't come back, up to the damage cover amount shown on the listing and the request can be charged to their saved card.

• The lender reports a problem on the booking page with photos, by the end of 2 days after the return day.
• We look at the photos and the chat, hear from the renter, and decide whether to charge and how much (never more than the amount). We tell you both why.
• The charge goes to the lender in full; Grannen takes no fee on it.
• Normal wear isn't damage. Damage cover isn't insurance: it depends on the renter's card, and the amount is capped, even if the gear is worth more. Lenders, keep that in mind before lending something expensive.

How damage cover works

Lenders are responsible for their gear being safe and working. Renters are responsible for checking it before use and using it safely, following the instructions. Grannen doesn't inspect gear. If something looks unsafe, don't use it, and tell us.

• Be respectful. No harassment, threats or discrimination.
• Don't arrange or pay for a rental found on Grannen outside Grannen: damage cover and our help only apply to bookings made here.
• Only use other people's details (like a pick-up address) for the booking they're for.
• No fake listings, spam, or copying or scraping the site, and don't try to break or get around how it works.

Nothing in these terms takes away your rights under the Australian Consumer Law or other laws that can't be excluded.

Apart from those, the renter and lender are responsible for the gear and the hire between them, and as far as the law allows, Grannen isn't responsible for loss, damage or injury from gear lent or borrowed through Grannen, for what users say or do, or for indirect losses (like lost income). We do our best to keep Grannen running, but can't promise it will always be available or error-free.

We can remove listings, cancel bookings (with a full refund to the renter) or suspend or close accounts that break these terms, or that we believe put people at risk. You can close your account any time by emailing info@grannen.com.au. Bookings already made are still settled.

Talk to each other in the chat first; most things get sorted there. If not, email info@grannen.com.au and we'll help. We decide damage reports as described above. If you think we got something wrong, tell us and we'll look again.

These terms are governed by the laws of New South Wales.

When these terms change, we'll update them here with a new date, and email you about changes that matter. Bookings already made stay on the terms that applied when they were made.