1. Introduction

Welcome to Louer. These Terms and Conditions govern your access to and use of the Louer website, mobile-friendly web application, business dashboard, Marketplace, customer request pages, support services, AI-assisted features, and all related services made available by Louer.

Louer is a Software-as-a-Service platform that helps rental businesses manage their daily operations, including inventory, bookings, customers, invoices, receipts, payments, expenses, staff, documents, handoffs, returns, and online rental enquiries. Businesses may also choose to publish selected rental items in Louer's Marketplace so potential customers can discover them and submit rental enquiries.

By creating an account, accessing Louer, or using any part of the platform, you agree to be bound by these Terms. If you do not agree, you must not use Louer.

2. Definitions

In these Terms, "Louer", "we", "us", or "our" means the Louer platform, its operator, successors, and assigns. "Platform" means the Louer website, application, Marketplace, customer request pages, APIs, software, support tools, and related services. "Business" means a rental business, company, organization, venue, or operator using Louer. "User" means any person accessing Louer, including business owners, staff, customers, and visitors. "Customer" means a person or organization submitting a rental enquiry or renting from a Business. "Marketplace" means the section of the Louer Platform where approved rental businesses may publish selected rental items and receive rental enquiries. The Marketplace is a discovery service and does not make Louer a party to rental transactions between Businesses and Customers.

3. Eligibility and authority

You may use Louer only if you are at least 18 years old, have legal capacity to enter into binding agreements, and use the platform in compliance with applicable law. If you create or use an account on behalf of a Business, you confirm that you have authority to bind that Business to these Terms.

You agree that all information provided to Louer will be accurate, current, and complete. Louer may refuse, suspend, or terminate access where information appears false, misleading, incomplete, or unlawful.

4. Description of services

Louer provides software tools that may allow Businesses to manage inventory, assets, item quantities, asset tags, customers, rental orders, quotes, invoices, receipts, payments, deposits, discounts, expenses, vendors, staff permissions, analytics, calendar events, documents, public rental requests, handoffs, deliveries, returns, damages, missing items, late returns, and support tickets.

Louer may add, change, suspend, limit, or discontinue features at any time. Some features may be available only on certain plans, during trials, or after additional setup such as payment provider, email, SMS, AI, or domain configuration.

5. Business responsibility

Each Business is solely responsible for its rental operations. This includes item ownership, item condition, pricing, availability, customer communication, fulfilment, delivery, setup, pickup, collection, contracts, cancellation terms, refund terms, caution deposits, taxes, staff actions, customer documents, compliance with consumer protection rules, and compliance with all laws applicable to that Business.

Louer provides records and tools. Louer does not guarantee the accuracy of a Business's listings, the condition of its items, the availability of any rental item, or the conduct of any Business or Customer.

6. Marketplace and customer enquiries

The Louer Marketplace is intended to help Customers discover rental Businesses. Public requests are enquiries only. A request is not a confirmed booking until the relevant Business approves availability and communicates payment, pickup, delivery, setup, or document requirements.

Louer does not own, rent, manufacture, inspect, store, deliver, install, collect, or insure items listed by Businesses. Louer may remove, hide, restrict, or review public listings that appear inaccurate, unsafe, misleading, unlawful, prohibited, or harmful to users or the platform.

7. Payments and financial role

Unless Louer expressly states otherwise in writing, Louer does not receive rental payments on behalf of Businesses, operate wallets, hold customer funds, provide escrow, manage balances, or distribute rental funds to Businesses.

Where online rental payments are used, the Business should receive payments directly into its own approved payment account. Louer subscription payments are separate from rental payments between Businesses and Customers. Businesses remain responsible for confirming manual transfers, POS payments, cash payments, refunds, chargebacks, deposits, and deductions.

8. Accounts, staff, and security

Users are responsible for maintaining the confidentiality of account credentials and for all activity under their accounts. Business owners are responsible for creating staff accounts, assigning permissions, reviewing staff activity, and removing access when staff leave or roles change.

You must notify Louer promptly if you suspect unauthorized access, credential compromise, fraud, or misuse. Louer may require password resets, restrict access, or take protective action where account security is at risk.

9. Subscription plans and billing

Louer may offer trial, Starter, Growth, Premium, Enterprise, or other subscription plans. Features, usage limits, storage, staff seats, marketplace visibility, AI access, support level, notification allowances, and pricing may vary by plan.

Subscription fees are payable in advance unless otherwise agreed. Failure to pay may result in reminders, reduced access, suspension, deletion of public listings, or termination. Taxes, payment provider fees, bank charges, and currency conversion charges may apply.

10. Acceptable use

You must not use Louer to violate law, deceive users, list prohibited items, infringe rights, distribute malware, attack systems, bypass permissions, scrape data without authorization, impersonate another person, create fake businesses, abuse support, or facilitate fraud.

Louer may investigate suspected misuse and may suspend, restrict, delete, or terminate accounts or listings that create legal, security, financial, reputational, or operational risk.

11. User content and uploaded materials

Businesses retain ownership of the content they upload to Louer, including inventory, images, logos, contracts, customer records, invoices, receipts, notes, documents, prices, and business settings. By uploading content, you grant Louer a limited license to host, process, store, display, transmit, and back up that content solely as needed to operate, secure, support, and improve the platform.

You represent that you have the right to upload and use the content you provide. You must not upload content that is illegal, misleading, confidential without authority, infringing, harmful, or unnecessary for your rental operations.

12. Customer documents

Businesses may use Louer to request or store customer documents such as IDs, payment proofs, signed contracts, delivery documents, or other supporting records. Businesses are responsible for deciding what documents are necessary, informing Customers why documents are requested, protecting those documents, and complying with applicable privacy and data protection rules.

13. Intellectual property

Louer owns or licenses all rights in the platform, software, source code, user interface, design, workflows, documentation, brand, trademarks, logos, AI systems, and related intellectual property. These Terms do not transfer any Louer intellectual property rights to you.

You may not copy, modify, reverse engineer, resell, sublicense, or create competing services from Louer except as expressly permitted by law or written agreement.

14. AI-assisted features

Louer may include AI-assisted features for support, diagnostics, summaries, insights, troubleshooting, or workflow assistance. AI outputs are generated automatically and may be inaccurate, incomplete, or unsuitable for a particular situation.

Users remain responsible for reviewing AI outputs before relying on them. AI outputs do not constitute legal, accounting, tax, financial, insurance, safety, or professional advice.

15. Availability, maintenance, and changes

Louer aims to provide a reliable service, but uninterrupted or error-free availability is not guaranteed. Access may be affected by maintenance, updates, internet failure, hosting issues, payment provider issues, email provider issues, SMS provider issues, AI provider issues, cyber incidents, force majeure events, or other causes outside Louer's control.

16. Data export and backups

Louer may provide export or backup tools for certain records. Businesses should keep their own copies of important operational, accounting, legal, and customer records where required by law or internal policy. Louer is not responsible for losses caused by a Business failing to export or preserve records it is required to keep.

17. Third-party services

Louer may rely on or integrate with third-party services, including Supabase, Vercel, Resend, Paystack, PostHog, OpenAI, Cloudflare, email providers, SMS providers, storage providers, analytics tools, and map providers. Third-party services are governed by their own terms and policies. Louer is not responsible for third-party outages, fees, restrictions, compliance reviews, or service decisions.

18. Disclaimers

Louer is provided on an "as is" and "as available" basis to the fullest extent permitted by law. Louer does not warrant that the platform will be uninterrupted, error-free, secure against every possible threat, or suitable for every rental business model. Businesses are responsible for confirming that Louer meets their operational, legal, tax, insurance, and accounting needs.

19. Limitation of liability

To the fullest extent permitted by law, Louer will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages; lost profits; lost revenue; business interruption; lost data; customer disputes; damaged rental items; missing rental items; failed deliveries; late returns; fraud by third parties; or payment disputes between Businesses and Customers.

To the fullest extent permitted by law, Louer's total liability for claims relating to the platform will not exceed the subscription fees paid by the affected Business to Louer during the twelve months before the event giving rise to the claim.

20. Indemnity

You agree to indemnify and hold Louer harmless from claims, losses, liabilities, damages, costs, and expenses arising from your misuse of Louer, your violation of these Terms, your listings, your rental operations, your customer disputes, your uploaded content, your staff activity, or your violation of applicable law.

21. Suspension and termination

Louer may suspend, limit, or terminate access if a user violates these Terms, fails to pay, creates legal or security risk, misuses public listings, abuses support, or harms Louer, Customers, Businesses, payment providers, or third parties. Termination does not remove outstanding payment obligations or legal responsibilities.

22. Governing law and disputes

These Terms are governed by the laws of the Federal Republic of Nigeria. Disputes will be subject to the competent courts of Nigeria unless applicable law requires otherwise. Louer may seek urgent injunctive or protective relief in any appropriate court where necessary to protect its rights, users, data, or platform.

23. Changes to these Terms

Louer may update these Terms from time to time. Where required by law or where changes are material, Louer may notify users by email, in-app notice, or website notice. Continued use after updates take effect means acceptance of the updated Terms.

24. Contact

Questions about these Terms may be sent to [email protected] or [email protected]. Louer's final registered company details will be updated after completion of registration and compliance review.

1. Introduction

Louer respects privacy and is committed to protecting personal information. This Privacy Policy explains what information we collect, how we use it, who we share it with, how we protect it, how long we keep it, and what rights may be available to you.

This policy applies to the Louer website, mobile-friendly web application, Marketplace, customer request pages, business dashboard, support services, AI-assisted support tools, and related services.

2. Louer's role

Louer is a SaaS platform for rental businesses. For some information, such as account, billing, support, website, analytics, and platform security data, Louer determines how and why the information is processed. For customer records entered by a Business into its workspace, the Business is generally responsible for the customer relationship and the reason the information is collected.

If you are a rental Customer and your information was entered by a Business using Louer, you may need to contact that Business directly about rental-specific records, refunds, documents, or disputes.

3. Account information

When a user creates or uses an account, we may collect name, email address, phone number, password credentials in protected form, business name, business address, country, currency, role, subscription plan, staff permissions, login activity, and account preferences.

4. Business information

Businesses may provide business registration details, public contact information, branch locations, business logo, business settings, payment settings, notification settings, marketplace settings, social media links, delivery preferences, staff records, and internal operational notes.

5. Customer information stored by Businesses

Businesses may store customer names, email addresses, phone numbers, addresses, rental histories, invoices, receipts, balances, uploaded documents, payment records, signed agreements, delivery instructions, return notes, damage records, and communication notes. This information is used by the Business to manage rental operations.

6. Rental, inventory, and operational information

Louer may process inventory records, item images, item quantities, asset tags, item condition, availability, bookings, rental dates, quotes, invoices, receipts, part payments, deposits, discounts, fees, expenses, vendors, delivery notes, handoff status, returned quantities, missing items, damages, late returns, calendar notes, follow-ups, and audit logs.

7. Marketplace information

If a Business chooses to publish selected items publicly, Louer may display business name, location, item names, images, descriptions, public contact details, social links, pricing where enabled, and other information the Business chooses to make public. Businesses may update or remove public listings through their settings where supported.

8. Documents and uploaded files

Users may upload contracts, terms, IDs, payment proofs, receipts, business documents, customer documents, item images, return evidence, and other files. Businesses should only request and upload documents that are necessary for their rental process and should handle sensitive documents carefully.

9. Support and diagnostics

When users contact support or submit a support request, Louer may collect contact details, support messages, screenshots, browser details, page context, error messages, diagnostics, account identifiers, and recent actions needed to investigate and resolve the issue.

10. Technical and usage information

We may automatically collect IP address, browser type, device type, operating system, approximate location inferred from technical data, pages visited, session activity, clicks, performance information, crash reports, referral URL, and security events. This helps us operate, secure, troubleshoot, and improve Louer.

11. Cookies and similar technologies

Louer may use cookies, local storage, and similar technologies to keep users signed in, remember preferences, support security, improve performance, understand feature usage, and maintain sessions. Users may disable cookies in their browser, but some features may not work properly.

12. Analytics

Louer may use analytics tools to understand how users move through the product, where users drop off, and which features need improvement. Analytics data may include page views, feature interactions, device details, and workspace-level usage patterns. We use analytics to improve the product, not to sell personal information.

13. AI-assisted processing

Where AI-assisted features are enabled, Louer may process support requests, diagnostics, prompts, uploaded text, error reports, summaries, and AI-generated responses. AI providers may process this information on Louer's behalf. Users should avoid submitting unnecessary sensitive personal information into AI prompts.

14. How we use information

We use information to provide the platform, authenticate users, create accounts, manage subscriptions, display dashboards, process rental workflows, send notifications, support public enquiries, improve reliability, detect misuse, secure accounts, provide support, troubleshoot errors, develop features, run analytics, maintain records, and comply with legal obligations.

15. Legal bases and lawful reasons

Depending on the circumstances, we may process information because it is necessary to provide the service, necessary for legitimate business interests, required by law, needed to protect users or the platform, or based on consent where consent is required.

16. Payment information

Louer does not store complete card details. Payments may be processed by approved third-party payment providers. Payment providers may collect and process payment information under their own terms and privacy policies. Louer may store transaction references, billing status, payment method labels, amounts, dates, and receipts needed for records and support.

17. Information sharing

We do not sell personal information. We may share information with service providers that help us operate Louer, including hosting, database, storage, email, SMS, payment, analytics, AI, support, security, and domain providers. We may also share information where required by law, court order, regulator request, fraud investigation, business transfer, or to protect legal rights and platform safety.

18. Business workspace separation

Louer is designed so each Business accesses its own workspace data. Users in one Business should not access another Business's private records. App-owner support access is kept separate and used for troubleshooting, support oversight, security, abuse prevention, diagnostics, and account administration.

19. International processing

Information may be processed in countries where Louer or its service providers operate. We take reasonable steps to use appropriate safeguards for such transfers and to work with reputable providers.

20. Security

We use reasonable technical and organizational measures to protect information, including HTTPS, authentication, role-based permissions, database security policies, access controls, audit logs, monitoring, and secure third-party infrastructure. No electronic system is completely secure, so users must also protect passwords, devices, staff access, and exported files.

21. Data retention

We retain information for as long as necessary to provide Louer, comply with legal obligations, resolve disputes, maintain business records, enforce agreements, prevent abuse, and support security. Businesses may export or delete supported records where available, subject to legal, accounting, fraud-prevention, and backup limitations.

22. Deletion and account closure

When a Business closes its account, some information may be deleted, anonymized, or retained where required for legal, accounting, security, billing, dispute, backup, or compliance reasons. Public listings may be removed or hidden when the workspace is closed, suspended, or no longer eligible.

23. Your rights

Depending on applicable law, you may have rights to access, correct, delete, restrict, object to processing, request portability, withdraw consent, or complain to a relevant authority. Requests may be sent to [email protected]. We may need to verify your identity before responding.

24. Children's privacy

Louer is not intended for children under 18. We do not knowingly collect personal information from children. If we become aware that a child has provided personal information, we will take reasonable steps to remove it.

25. Third-party websites and links

Louer may link to third-party websites, social media pages, payment pages, customer business pages, or external services. We are not responsible for the privacy practices, security, or content of third-party websites.

26. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. Where required or where changes are material, we may notify users by email, in-app notice, or website notice. Continued use of Louer after updates means acceptance of the revised policy.

27. Contact

Privacy questions and requests may be sent to [email protected]. General support questions may be sent to [email protected].

This Refund Policy explains how Louer handles subscription billing refunds. It does not control refunds between rental Businesses and their Customers, which are handled by the relevant Business according to its own rental terms and applicable law.

1. Louer subscription payments

Louer subscription fees are charged based on the plan, billing cycle, agreed limits, and any applicable add-ons. Paid plans may include monthly, annual, enterprise, or custom billing arrangements. Annual plans may include discounted months compared with monthly billing.

2. Free trials and launch pilots

Where Louer offers a free trial, launch pilot, or early-access period, the trial may be limited, extended, converted, or ended according to the terms communicated to the Business. A trial does not guarantee permanent free access.

3. Monthly subscriptions

Monthly subscription fees are generally non-refundable once the billing period has started, except where a refund is required by law, caused by a verified billing error, or approved by Louer after review of the issue.

4. Annual subscriptions

Annual subscriptions may include discounted pricing. Refunds, credits, or cancellations for annual subscriptions are reviewed case by case and may consider payment date, account usage, onboarding status, billing errors, service issues, and payment provider rules.

5. Duplicate, mistaken, or failed payments

If a Business is charged twice, pays the wrong amount, or experiences a verified payment error, Louer will review the payment record and may issue a refund, account credit, correction, or billing adjustment where appropriate.

6. Downgrades and cancellations

A Business may request to downgrade or cancel its subscription. Unless Louer confirms otherwise, access may continue until the end of the paid billing period. Downgrades may reduce access to staff seats, storage, marketplace visibility, AI features, analytics, or other plan-specific features.

7. Account suspension or termination

If an account is suspended or terminated because of non-payment, fraud, abuse, legal risk, security risk, or violation of Louer's Terms, fees already paid may not be refundable to the fullest extent permitted by law.

8. Rental customer refunds

Refunds between a Business and its Customer are controlled by that Business, not by Louer. Louer does not hold rental customer funds, provide escrow, or settle rental funds to Businesses. Customers should contact the relevant Business about rental refunds, caution deposits, damage deductions, or cancellations.

9. Caution deposits and damage deductions

Refundable deposits, damage deductions, missing item charges, incomplete return charges, cleaning charges, and late-return fees are managed by the Business according to its own rental agreement and applicable consumer protection rules.

10. How to request a Louer billing review

Billing or refund questions may be sent to [email protected] or [email protected]. Include the account email, Business name, payment reference, payment amount, payment date, and reason for the request. Louer may request additional information before making a decision.

This Acceptable Use Policy explains the rules and standards that apply when using Louer. Louer is a Software-as-a-Service platform for rental businesses. The Louer Marketplace helps Customers discover approved Businesses and submit rental enquiries, but Louer does not hold rental funds, operate wallets, provide escrow, or settle payments to vendors.

By using Louer, you agree to comply with this policy, Louer's Terms and Conditions, Privacy Policy, and any other policies published by Louer. Failure to comply may result in warnings, restrictions, suspension, removal of Marketplace visibility, or permanent termination of access.

1. Purpose

The purpose of this policy is to protect Louer, Businesses, Customers, payment providers, and the public from unsafe, unlawful, misleading, abusive, or harmful use of the Platform. This policy should be read together with Louer's Terms and Conditions, Privacy Policy, Returns, Refunds, and Disputes Policy, and Delivery and Fulfilment Policy.

2. Who this policy applies to

This policy applies to every person or organization that accesses or uses Louer, including Businesses, business owners, staff members, Customers, public visitors, support users, marketplace viewers, and anyone submitting or managing rental enquiries. Each Business is responsible for ensuring that its owners, managers, staff, contractors, and authorized users comply with this policy.

3. Account eligibility

Users must be at least 18 years old and legally able to use the Platform. A person creating an account for a Business must have authority to represent that Business. Businesses must provide accurate registration information, valid contact information, current account details, and use the Platform only for legitimate rental-related activities.

Louer may refuse, restrict, suspend, or terminate accounts where information is false, incomplete, misleading, unverifiable, unlawful, or creates risk to the Platform.

4. Business verification requirements

Before a Business is allowed to appear publicly on the Marketplace, Louer may require verification information such as business name, owner or authorized representative details, email address, phone number, business address, business category, public contact details, social media pages, website, item listings, and supporting documents.

Registered Businesses may be asked to provide CAC or other registration documents. Informal or individual rental operators may be asked to provide valid identification, proof of address, business evidence, or other information Louer reasonably requires. Louer may approve, decline, limit, or remove public visibility at its discretion.

5. Marketplace listing requirements

Businesses are responsible for ensuring that all public listings are accurate, lawful, safe, current, and not misleading. Listings should accurately describe item name, item category, condition, quantity where shown, pricing where shown, availability limitations, location, delivery options, pickup options, setup options, deposit requirements, document requirements, and any customer restrictions.

Businesses must not publish items they do not own, control, have permission to rent, or reasonably expect to make available. If an item becomes unavailable, damaged, missing, withdrawn from rent, or no longer suitable for public display, the Business should update or hide the listing promptly.

6. Prohibited businesses

Louer must not be used by or for businesses that are illegal, fraudulent, deceptive, exploitative, unsafe, or prohibited by applicable law or payment-provider requirements. Louer may refuse or remove businesses involved in fraud, scams, deceptive practices, illegal businesses, impersonation, money laundering, terrorism financing, identity theft, human trafficking, unauthorized financial services, fake listings, illegal goods, abusive services, rights infringement, or repeated customer harm.

7. Prohibited rental items and services

Users must not list, advertise, request, or facilitate illegal drugs, controlled substances sold unlawfully, firearms, ammunition, weapons, weapon accessories, explosives, explosive materials, counterfeit goods, stolen property, forged products, adult services, unlawful gambling services or equipment, fake documents, endangered wildlife or animal products, hate material, human remains, recalled products, hazardous chemicals, toxic substances, biological hazards, radioactive materials, unlawful surveillance equipment, hacking tools intended for unlawful activity, medical devices requiring special authorization, or any item illegal under Nigerian law or the law of the relevant location.

Louer may also restrict regulated, dangerous, high-risk, age-restricted, offensive, or unusually sensitive items where additional verification, insurance, licensing, or safety review would be required.

8. Prohibited activities

Users must not use Louer for fraud, impersonation, fake businesses, fake customer accounts, fake bookings, fake reviews, search-ranking manipulation, spam, phishing, malware, scraping, copyright infringement, harassment, threats, payment fraud, chargeback abuse, misleading photos, unlawful surveillance, unauthorized resale, data harvesting, or misuse of customer personal data.

Users must not bypass permissions, share accounts improperly, hide staff activity, manipulate records, falsify invoices or receipts, misrepresent payment status, interfere with audits, or use Louer to deceive Customers, Businesses, payment providers, regulators, or Louer support.

9. Customer responsibilities

Customers using the Marketplace or public business pages should review listings carefully, submit accurate contact and event details, confirm rental terms directly with the Business, understand payment requirements before paying, and carry out reasonable due diligence before sending money to any Business.

A public rental request is an enquiry only. Customers should not treat a request as confirmed until the relevant Business approves availability and communicates payment, pickup, delivery, setup, document, or contract requirements.

Customers must not submit fake bookings, harass Businesses, intentionally damage rental property, misuse personal information, attempt fraud, refuse agreed returns without lawful basis, or use Louer to create unsafe or abusive interactions.

10. Intellectual property

Users must not upload or publish content that infringes trademarks, copyrights, designs, publicity rights, privacy rights, or other intellectual property rights. Businesses must have the right to use logos, item images, product descriptions, contracts, documents, and other materials uploaded to Louer.

11. Data protection and privacy

Businesses should collect and store only customer information and documents that are reasonably necessary for their rental operations. Users must not publish private customer documents, misuse identity documents, expose payment proofs unnecessarily, sell customer data, or use customer records for unrelated purposes.

12. Fraud prevention

Louer may review accounts, listings, support reports, public requests, payment records, usage patterns, documents, and technical signals to detect fraud, impersonation, unsafe listings, fake activity, or platform abuse. Louer may request additional verification before enabling or restoring public visibility.

13. Platform safety

Louer reserves the right to suspend, restrict, remove, or terminate any account, listing, Marketplace visibility, content, feature access, or activity that, in Louer's reasonable opinion, threatens user safety, creates legal risk, undermines trust in the Platform, damages Louer's reputation, interferes with Platform security, or threatens the safety, integrity, reputation, security, or lawful operation of the Platform or its users.

Louer may take protective action before, during, or after an investigation where reasonably necessary to protect users, payment providers, service providers, or the Platform.

14. Reporting violations

Suspected fraud, unsafe listings, impersonation, intellectual property infringement, customer harm, vendor abuse, phishing, privacy misuse, or other violations may be reported to [email protected]. Reports should include the Business name, listing link, screenshots, dates, messages, payment references where relevant, and a clear description of the concern.

15. Investigations

Louer may review platform records, request information from Businesses or Customers, contact affected parties, preserve relevant records, restrict public visibility, or temporarily suspend accounts while investigating suspected misuse. Louer may decline to share confidential investigation details where doing so could expose users, security controls, or legal processes.

16. Enforcement actions

Depending on the issue, Louer may warn a user, remove content, hide a listing, disable Marketplace visibility, restrict features, suspend an account, terminate access, preserve records, notify affected users, refuse future accounts, or report unlawful conduct to appropriate authorities or service providers.

17. Appeals

A Business or User may contact [email protected] to request review of an enforcement action. The request should explain why the action should be reconsidered and include supporting documents or evidence. Louer is not required to restore access where it reasonably believes continued use creates legal, security, financial, reputational, or customer safety risk.

18. Changes to this policy

Louer may update this Acceptable Use Policy as the Platform, laws, risk controls, payment-provider requirements, or Marketplace features evolve. Continued use of Louer after an update means acceptance of the updated policy.

19. Contact information

Questions or reports about acceptable use may be sent to [email protected]. Legal notices may be sent to [email protected]. Louer's final registered company name and registration details will be updated after completion of registration and compliance review.

This policy explains Louer's role in delivery, pickup, setup, fulfilment, and return logistics. Louer is not a fulfilment centre and does not physically handle rental items.

1. Louer's limited role

Louer provides software records for enquiries, approvals, invoices, handoffs, deliveries, customer pickup, setup, returns, damages, documents, and messages. Louer does not store, pack, ship, deliver, install, inspect, arrange, insure, or collect rental items.

2. Business responsibility

Each Business is responsible for preparing items, confirming availability, assigning staff, arranging delivery, confirming pickup, managing venue access, handling setup or installation, collecting items, inspecting returns, and communicating logistics with Customers.

3. Enquiries and confirmations

A public request submitted through Louer is an enquiry until approved by the Business. Customers should not treat an enquiry as a confirmed rental until the Business confirms availability and communicates payment, delivery, pickup, setup, or document requirements.

4. Delivery options

Businesses may offer delivery, customer pickup, collection, setup, installation, after-hours service, or other logistics options. The Business should clearly communicate available options, addresses, dates, time windows, contact persons, access requirements, and responsibility for loading or unloading.

5. Distance and logistics charges

Businesses may charge delivery, pickup, mileage, fuel, handling, setup, installation, tolls, parking, after-hours service, caution deposit, or other logistics fees. These fees should be disclosed before payment is requested, including whether the distance charge is calculated by kilometre, mile, trip, zone, or manual quote.

6. Customer pickup

Where Customer pickup is selected, the Business should provide pickup address, pickup date, pickup time, authorized collector requirements, identification requirements, loading instructions, item care instructions, return location, and return deadline.

7. Delivery by the Business

Where the Business delivers items, the Business is responsible for scheduling dispatch, assigning drivers or staff, confirming delivery address, estimating arrival time, checking venue access, managing loading and unloading, and notifying the Customer of delays or changes.

8. Third-party logistics

A Business may use its own drivers, third-party logistics providers, artisans, installers, or other service providers. The Business remains responsible for choosing, supervising, and paying those providers and for resolving Customer issues connected to their work.

9. Item handoff

Businesses should check items before release and may record handoff status in Louer, such as reserved, preparing, out for delivery, with customer, partially returned, damaged, missing, late, or returned. Handoff records are business records and do not replace proper inspection, insurance, or signed agreements where needed.

10. Setup and installation

If setup, staging, installation, mounting, decoration, or technical support is required, the Business should explain what is included, what is excluded, timing, access requirements, safety requirements, additional fees, and any customer responsibilities.

11. Delays, changes, and failed delivery

If delivery, pickup, setup, or return timing changes, the Business should inform the Customer promptly. If delivery fails because of wrong address, inaccessible venue, unavailable contact person, unpaid balance, missing documents, safety risk, or other issue, the Business is responsible for handling the outcome according to its terms.

12. Customer responsibilities

Customers should provide accurate delivery or pickup information, ensure someone authorized is available at the agreed time, prepare venue access where needed, comply with document or identification requirements, and care for rental items while in their possession.

13. Closed days and special dates

Businesses may use Louer to record closed days, internal calendar notes, unavailable dates, or special logistics notes. These records are tools to assist planning, but the Business remains responsible for confirming whether it can accept, deliver, set up, or collect rentals on any date.

14. No fulfilment guarantee by Louer

Louer does not guarantee that any Business will deliver, install, collect, or fulfil a rental. Customers should communicate directly with the Business responsible for the rental. Louer may review repeated complaints or platform misuse but does not become the fulfilment provider.

15. Platform safety

Louer may suspend, restrict, remove, or terminate any account, listing, delivery-related feature, or public visibility where fulfilment conduct creates risk to Customers, Businesses, Louer, payment providers, or the lawful operation of the Platform.

This policy explains the general approach to rental returns, cancellations, caution deposits, damages, and disputes on Louer. The relevant Business remains responsible for its own rental terms and customer relationship.

1. Business terms control rental transactions

Each Business should communicate its cancellation, refund, return, damage, replacement, late-return, caution-deposit, and document requirements before requesting payment from a Customer. Louer provides tools to record these matters but does not set the Business's rental terms.

2. Customer cancellations

Cancellation outcomes depend on the Business's terms, timing, work already done, item reservation, preparation cost, delivery arrangement, setup planning, and any cancellation charges disclosed to the Customer. Businesses should apply cancellation terms fairly and in line with applicable consumer protection requirements.

3. Business cancellations or rejected enquiries

A Business may reject an enquiry or cancel a rental where items are unavailable, damaged, unsafe, unpaid, affected by force majeure, missing required documents, or otherwise impossible to fulfil. The Business should communicate the reason clearly and promptly to the Customer.

4. Customer change of mind

If a Customer changes their mind, the Business decides whether any refund, credit, reschedule, cancellation fee, or deduction applies according to the Business's own terms and applicable law. Louer does not decide rental customer refunds and does not guarantee that a Customer will receive a refund from a Business.

5. Returns and inspection

Businesses may inspect returned items and record full returns, partial returns, late returns, damaged items, missing items, notes, photographs, and supporting documents in Louer. Inspection should be carried out within a reasonable time and in accordance with the Business's rental agreement.

6. Partial returns

If only part of a rental is returned, the Business should record the quantity returned, remaining quantity, reason for incomplete return, notes, follow-up actions, and any customer communication. Partial return records may affect caution deposits, balances, replacement charges, or future bookings.

7. Damage, loss, and replacement

If rental items are damaged, missing, substituted, or returned in poor condition, the Business should document the issue and explain any charges or deductions to the Customer. Evidence may include photos, signed handoff notes, return notes, staff notes, repair invoices, replacement quotations, or messages.

Responsibility for damage, loss, or replacement is determined between the Business and Customer based on their rental agreement, handoff records, return records, photos, uploaded documents, payment records, messages, and other evidence. Louer may help store records but does not act as a court, arbitrator, insurer, or final judge of fault.

8. Caution deposits

Caution deposits are managed by the Business. Deductions for damage, loss, cleaning, late return, missing parts, incomplete return, or replacement should be reasonable, documented, and explained. Louer does not hold or release caution deposits unless a separate written arrangement says otherwise.

9. Late returns

Businesses may charge late-return fees where disclosed in advance or included in the rental terms. Louer may help flag late rentals, record status, and support follow-up, but the Business remains responsible for enforcement and customer communication.

10. Delivery delays and fulfilment issues

If delivery, pickup, setup, installation, or collection is late, incomplete, or unsuccessful, the Business is responsible for communicating with the Customer and deciding any compensation, refund, credit, reschedule, or remedy according to its terms and applicable law.

11. Vendor non-response or disappearance

If a Customer reports that a Business is not responding, has failed to fulfil a rental, or appears to have disappeared after payment, Louer may review the report, contact the Business, restrict public visibility, suspend the Business, remove listings, or take other platform action. Louer does not refund Customers for payments made directly to a Business unless Louer separately agreed in writing to collect and handle those funds.

12. Disputes between Customers and Businesses

Customers should first contact the Business that accepted the rental. The Business is responsible for investigating the issue and responding to the Customer. Louer may review reports involving public listing abuse, unsafe listings, repeated complaints, fraud, impersonation, or misuse of the platform.

13. Louer's role in disputes

Louer may review platform records, request evidence, restrict public visibility, ask a Business or Customer for clarification, preserve records, or suspend access where platform misuse is suspected. Louer reviews reports for platform safety and may take account or listing action, but Louer does not make binding legal decisions between Businesses and Customers.

14. Reports by Customers and Businesses

Customers may report Businesses for fake listings, suspicious payment requests, unsafe items, failed delivery, harassment, refund disputes, or items not matching public descriptions. Businesses may report Customers for damaged property, missing items, fraud, abuse, fake bookings, non-payment, chargeback abuse, unsafe conduct, or refusal to return items.

15. Temporary suspension during review

Louer may temporarily suspend, hide, or restrict a Business, Customer account, listing, or public visibility while reviewing a serious complaint or risk. Louer may permanently remove accounts or listings for fraud, repeated complaints, unsafe conduct, prohibited items, misuse of customer data, impersonation, or other violations of Louer's policies.

16. Subscription refunds are separate

Refunds for Louer software subscriptions are separate from rental customer refunds and are handled through Louer support according to Louer's billing and refund policy.

17. Platform safety

Louer reserves the right to suspend, restrict, remove, or terminate any account, listing, content, feature access, or activity that, in Louer's reasonable opinion, threatens the safety, integrity, reputation, security, or lawful operation of the Platform or its users.

18. Contact

Dispute or safety reports may be sent to [email protected]. Legal notices may be sent to [email protected].