Terms of Service

Welcome to HOUSE GUEST. These Terms of Service (“Terms”) govern your use of the HOUSE GUEST website, platform, and rental services (collectively, the “Platform”).

By creating an account, listing an item, booking a rental, or otherwise using HOUSE GUEST, you agree to these Terms. If you do not agree, please do not use the Platform.

HOUSE GUEST connects individuals who want to lend and rent clothing and accessories. HOUSE GUEST facilitates the marketplace but is not the owner of items listed by lenders unless expressly stated otherwise.

1. Eligibility

You must be at least 18 years old to create an account or use HOUSE GUEST. By using HOUSE GUEST, you represent that the information you provide is accurate and that you have the authority to enter into agreements relating to any items you list or rent.

2. How HOUSE GUEST works

HOUSE GUEST allows users (“Lenders”) to list clothing and accessories for rental and other users (“Renters”) to request those items. A Lender may accept or decline a request. Acceptance reserves the dates but does not charge the Renter. The rental becomes active only after the Renter inspects the item at pickup, confirms pickup, and payment is successfully processed.

HOUSE GUEST facilitates requests, payments, communication, and certain aspects of the rental experience, but the rental agreement is between the Lender and Renter. HOUSE GUEST does not take ownership of listed items and does not guarantee availability, condition, fit, or suitability.

3. Listing an item

Lenders are responsible for ensuring that listings are accurate and complete. Each listing should accurately describe:

• The item and brand, where applicable
• Tagged size and relevant measurements
• Colour, condition, and material details
• Existing stains, damage, alterations, or other flaws
• Rental price and availability
• Relevant fit or styling information

Lenders must disclose material flaws or existing damage before a rental is confirmed. Photos must accurately represent the item’s current condition. HOUSE GUEST may remove or reject misleading, incomplete, inappropriate, or otherwise non-compliant listings.

4. Lender responsibilities

Once a Lender accepts a rental request, the Lender is expected to honour it. Lenders agree to:

• Make the item available at the agreed pickup time and location
• Provide it in the condition represented, clean and ready to wear
• Disclose known flaws or damage
• Not materially alter it between acceptance and pickup
• Provide accurate item information
• Be available for return at the agreed time and location
• Communicate promptly with the Renter

Repeated cancellations, failure to provide accepted items, or other reliability issues may result in restrictions, suspension, or removal.

5. Booking an item

By requesting and completing a rental, the Renter agrees to:

• Provide accurate account and contact information
• Arrive for pickup at the agreed time and location
• Inspect the item at pickup and promptly raise concerns
• Treat it with reasonable care and follow care instructions
• Not alter, modify, repair, or permanently change it
• Return the same item by the agreed time and location, in substantially the same condition, subject to reasonable wear

6. Fit and sizing

Renters are responsible for deciding whether an item is likely to fit before requesting it. An accurately represented item that does not fit does not automatically qualify for a refund. Lenders are encouraged to provide detailed measurements and fit information.

If an item materially differs from its listing, including an incorrectly represented size or significant undisclosed damage, the Renter should contact HOUSE GUEST promptly and, where possible, before wearing it.

7. Renter cancellations

Before payment at pickup, either party may cancel without a charge. Once payment is complete, the following cancellation policy applies:

• 7 or more days before the rental start: 100% refund
• 3–6 days before the rental start: 50% refund
• Less than 72 hours before the rental start: non-refundable

The policy applies regardless of the reason, including changes in plans or cancellation of the event for which the item was rented.

8. Re-rented cancelled bookings

If a cancelled item is successfully rented to another Renter for the same period, the original Renter may receive a refund corresponding to the amount recovered through the replacement booking, less applicable HOUSE GUEST fees. A replacement is successful only once confirmed and paid. HOUSE GUEST does not guarantee re-rental.

9. Changing rental dates

Renters may request different dates. Changes require the Lender’s approval and item availability. If the requested dates cannot be accommodated, the original booking remains subject to the cancellation policy.

10. Lender cancellations

If a Lender cancels after payment, the Renter receives a 100% refund. HOUSE GUEST may help identify an alternative but cannot guarantee one. Repeated or unjustified cancellations may result in restrictions, suspension, or removal.

11. Local pickup and drop-off

HOUSE GUEST currently facilitates local pickup and drop-off only. The parties are responsible for following arrangements confirmed through HOUSE GUEST and communicating promptly if an arrangement needs to change.

12. Late returns

Items must be returned at the agreed time. A grace period of 24 hours may be provided. After the applicable grace period, HOUSE GUEST may assess a late fee under the rental terms. If a late return interferes with another confirmed booking, the Renter may also be responsible for reasonable resulting costs. Repeated late returns may result in account restrictions.

13. Condition at pickup

Renters should inspect items at pickup and raise concerns before leaving. Each party may document the item’s condition with photographs at the beginning of the rental.

14. Normal wear and tear

Renters are not responsible for ordinary wear from reasonable use, such as minor wrinkles or minor signs of normal use consistent with the item’s intended use.

15. Damage

Renters may be responsible for damage beyond reasonable wear, including tears, permanent or significant stains, burns, missing hardware or accessories, improper care, unauthorized alterations, misuse, or other material damage affecting usability.

HOUSE GUEST may consider before-and-after condition evidence. If the item can reasonably be repaired, responsibility may be limited to reasonable repair costs. If it cannot, responsibility may extend to its reasonable current value based on age, condition, and original price. Renters are not automatically responsible for original retail price. Damage-deposit funds are taken only after HOUSE GUEST reviews and approves a claim.

16. Lost or unreturned items

A Renter who fails to return an item may be responsible for its reasonable current value and reasonable recovery or replacement costs. HOUSE GUEST may facilitate return, and failure to return an item may result in suspension or termination.

17. Cleaning

Normal cleaning associated with reasonable use is the Lender’s responsibility. Renters may be responsible for excessive cleaning costs caused by unusual staining, misuse, or failure to follow reasonable care instructions. Renters must not professionally clean, alter, or repair an item unless authorized.

18. Item does not match the listing

If an item materially differs from its listing, the Renter should contact HOUSE GUEST promptly and, where possible, before wearing it. Depending on the circumstances, HOUSE GUEST may provide a full or partial refund, help arrange an alternative, or offer another reasonable resolution. Minor colour differences caused by lighting, photography, or screens are not necessarily material.

19. Disputes

Either party may contact HOUSE GUEST about an item, payment, damage, cancellation, or return dispute. HOUSE GUEST may request listing and condition photographs, messages, pickup or return information, receipts, estimates, and other relevant evidence. HOUSE GUEST may determine a reasonable resolution under these Terms and applicable law, including appropriate payment or refund adjustments.

20. Rental payments

Renters pay the fee-inclusive rental total displayed before payment, plus applicable taxes. A request or Lender acceptance does not charge the Renter. Payment occurs only when the Renter confirms pickup and pays. Lender earnings and payment terms are shown when listing and during the booking flow.

21. Damage deposits and authorizations

A separate damage-deposit authorization may be required and is disclosed before payment. It is not subject to the HOUSE GUEST service fee and is not part of Lender earnings. It is held on the Renter’s card, released following a confirmed acceptable return, and may be captured only for an approved claim. Card authorizations have a limited duration; HOUSE GUEST cannot promise an indefinite hold.

22. Account information

Users must maintain accurate account information, keep credentials secure, and must not use false information or impersonate another person.

23. Prohibited conduct

Users may not:

• Use HOUSE GUEST unlawfully
• Provide false or misleading information
• List items they do not have the right to rent
• Misrepresent item condition
• Circumvent HOUSE GUEST payments or move a confirmed transaction off-platform to avoid fees
• Harass, threaten, or discriminate
• Damage, steal, or intentionally misuse property
• Engage in conduct that could reasonably harm HOUSE GUEST or its community

24. Marketplace platform

Except where expressly stated, HOUSE GUEST does not own, manufacture, inspect, or guarantee listed items. It does not guarantee availability, fit, personal preference, an issue-free transaction, or the suitability of a particular user. Users must exercise reasonable judgment.

25. Limitation of liability

To the extent permitted by law, HOUSE GUEST is not responsible for losses arising from interactions or transactions between users, including fit, preference, damage, delays, cancellations, or item condition, except where HOUSE GUEST is directly responsible. Nothing limits rights that cannot legally be excluded.

26. Suspension or termination

HOUSE GUEST may suspend or terminate accounts for violating these Terms, repeated cancellations or late returns, failing to return items, significant damage, fraud, misleading information, or conduct presenting a risk. Termination does not eliminate existing return, payment, or claim obligations.

27. Privacy and communication

Personal information is governed by the Privacy Policy. Users consent to transactional communications needed to operate accounts and rentals, including request, pickup, return, and cancellation notices.

28. Changes

HOUSE GUEST may update these Terms. Material changes may be announced through the Platform or other reasonable means. Continued use after revised Terms take effect constitutes acceptance to the extent permitted by law.

29. Governing law

These Terms are governed by Ontario law and applicable Canadian law. Disputes are subject to applicable Ontario courts and laws, except where consumer protection legislation provides otherwise.

30. Contact HOUSE GUEST

Questions, concerns, or rental issues can be sent through your HOUSE GUEST messages. Visit houseguest.lovable.app.

We’re here to help make renting from someone’s closet feel as easy and trustworthy as borrowing from a friend.