General FAQs

Payments

When does the Borrower get charged for their reservation?

The Borrower is charged at the completion of the reservation.  The reservation is completed once the item is returned and the Lender has ended the reservation within the application.

NOTE: There will be a pre-authorization on your card as soon as the reservation is submitted for the estimated amount of the reservation. THIS IS NOT A CHARGE! 🙂 As soon as the reservation has been completed, the pre-authorization will be released and then there will be an official charge for the amount of the reservation.

I.e. Sara reserves Nick’s kayak on Monday for the following Saturday from 10 am – Sunday at 10 am. The estimated reservation total is $8. On Monday, Sara will see the pre-authorization amount of $8 pending on her charge account. After Sara returns the kayak to Nick, Nick will end the reservation and Sara will see the $8 pre-authorization released from her account and an $8 charge will go through.
The borrower is charged for their reservation when the item is returned and the sharer completes the reservation. As soon as you return the item to the sharer, you should receive a notification that the reservation has been completed – if you don’t, please contact the sharer to remind them that the reservation should have ended.

If you ever have any concerns or questions about your reservation charge, please don’t hesitate to contact us!

When and How do I get paid?

Woohoo for Pay Days!

All transactions Monday through Sunday are processed and sent to you the following Wednesday!
Your first deposit might take up to two weeks for your bank and our bank to become friends. 🙂

To receive payments for your reservations, you must enter a debit card into the payments section that can be found under the menu.

Your payments will be automatically deducted into your account. You will receive receipts for every transaction and will know the exact amount that you should receive.

If you ever have any questions or concerns, please reach out to customer care!

What is Fluid's transaction fee?

Fluid takes a 20 % transaction fee from every Lenders reservation. This fee covers insurance (insuring all items up to a million dollar), along with credit card processing fees and other Fluid services.

I.e. Sam lends out his camera for $10 a day. Frank borrows Sam’s camera for 2 days totaling the reservation to be $20. Frank pays $20, Sam receives $16 into his payment account and Fluid receives $4 for the transaction fee.

General Questions

Ratings

Our two-way rating system helps ensure the safety and comfort of our Fluid community.

At the end of the reservation/share, the Borrower and Sharer are prompted to rate each other on a scale of 1-5 stars, 5 being the best!

The Borrower will also be prompted to rate the quality of the item borrowed, also on a scale of 1-5, 5 being the best!

What is NOT allowed to be shared?

Fluid users may not post or transmit any unlawful, threatening, abusive, libelous, defamatory, obscene, vulgar, indecent, inflammatory, sexually explicit, pornographic or profane material. Guns/Firearms or any weapons are also not allowed.

Is there an age requirement to be a Borrower or a Lender?

Yes! You must be 18 years of age to be a Lender or a Borrower.

Why do you need so much payment information from me as a Lender?

Hi There!

Great question!

We partner with Stripe to process our payments and they ask for a bit of info to validate accounts to receive payments.

For example:

  • Address all necessary identity verification.
    • Name
    • Address
    • Date of birth
    • Last 4 digits of their Social Security number
  • Establish the contractor’s bank account (for transfers).
  • Have your contractors agree to your terms of service.

So because we definitely like to make sure people get paid, we comply with these terms and ask for the correct information from Lenders to help with a smooth process of getting you paid!

What if an item is never returned?

Well, THANKFULLY, this isn’t a huge issue because it hasn’t happened yet but we are aware that it could happen so here’s our policies on it!

If you are the Lender / Item Owner:

1. First thing, contact customer care right away at customercare@fluidmarket.com! We will reach out to the Borrower through every avenue that we have and do our very best to get your item back safely to you! (9 – 10 times the person is having trouble with their phone and are trying to return the item on time.)

2. If the person hasn’t responded after 48 hours, we ask that you contact the police to fill out a police report. We don’t tolerate theft.
* We consider the item not returned if the borrower has not communicated with the owner OR Fluid, and it has been 48 hours since the reservation time ended. 

3. Your item is insured! We will replace your item at the same retail value it’s worth.
* We will look into the claim and once we’ve verified that the item was borrowed and not returned, our goal is to replace the item as soon as possible. 

If you are the Borrower/ Thief:

1. Dude! What the heck!? You’re better than that. Return the thing you borrowed and apologize to the owner.
2. If we have verified the item was not returned, the Borrower will be charged the retail price for the item, a $100 replacement fee and be deactivated immediately.

Reservation Issues

What happens if my item was damaged/broken?

This  doesn’t happen often but if it does, please email customercare@fluidmarket.com and we will respond within 24 hours.

Ideally, you and the Borrower work something out, as neighbors should, but if you can’t come to an agreement please contact us right away. We’ll investigate the situation and will act/charge fees accordingly. If the Borrower is at fault, we will reimburse you for any repairs you get, or if it’s beyond repair we will replace your item completely.

We don’t take these things lightly and we want to hear from you so please reach out!

We will always do our very best to make sure you and your items are taken care of.

What if the borrower is late in returning my item?

The Borrower should always return the item on time but if by some chance the Borrower is running late this is the policy…

The Borrower should contact the Lender right away to let them know the item will be returned late!

The Borrower has a 15 minute grace period to return the item without being charged. If it isn’t returned after the 15 minute grace period, the Borrower could be charged the next lowest rate of the item until it’s returned.

Capeesh? Lovely!

P.S. Please be mindful that the owner may have other reservations scheduled after yours so it’s important that we respect each others time. Please and thank you.

What if my reservation begins in an hour, and the Lender hasn't confirmed?

If you submitted a reservation request and the Lender still hasn’t confirmed, the reservation will automatically be denied an hour before the reservation start time. That way, you won’t be left hanging until the last minute!

What if I want to extend a reservation?

No worries! If you want to extend the reservation, have the borrower request an additional new reservation from that time forward.

Then, end the current reservation you have and start the new reservation.

What happens if someone is a No-Show?

No shows are such a bummer! Basically, if someone doesn’t show up to pick up the item, they will be charged the full amount of the reservation that was scheduled.

Alternately, if the Lender does not show up to give you the item, they will be charged the cancellation fee and you won’t be charged for the reservation.

We want to respect people’s time and not take away income or enjoyment from others. If you aren’t able to make it, please notify the Lender as soon as you know you won’t make it.

Let’s be courteous and mindful of peoples’ time!

Contact Us

Email us here!

For all Fluid-related questions (including business inquiries, payment issues or general questions), email us at customercare@fluidmarket.com!

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