Terms of Service.
Last updated: February 2026
These Terms of Service ("Terms") govern your use of the Borrowed mobile application, website, and related services (collectively, the "Platform") operated by Borrowed ("we", "us", "our"). By accessing or using the Platform, you agree to be bound by these Terms. If you do not agree, you must not use the Platform.
Borrowed is a peer-to-peer marketplace that connects people who want to borrow everyday items with neighbours and community members willing to lend them. Real money changes hands. Please read these Terms carefully before listing or borrowing any items.
1. Eligibility
You must be at least 18 years of age to use Borrowed. The Platform facilitates financial transactions between users, and you must have the legal capacity to enter into binding agreements in your jurisdiction. By creating an account, you represent and warrant that you meet this age requirement and have the authority to agree to these Terms.
2. What Borrowed Is
Borrowed is a peer-to-peer marketplace that connects people who want to borrow everyday items — tools, cameras, camping gear, kitchen equipment, and more — with neighbours and community members willing to lend them for a fee.
We provide the technology platform, payment processing infrastructure, and dispute resolution framework. We do not own, possess, or inspect any items listed on the Platform. Lenders and borrowers transact directly, with Borrowed acting as an intermediary to facilitate trust and safety.
3. Your Account
When you create an account, you agree to:
- Provide accurate, current, and complete information during registration.
- Keep your login credentials secure and confidential.
- Notify us immediately of any unauthorised access to your account.
- Accept responsibility for all activity that occurs under your account.
- Maintain a valid payment method linked to your account.
You may not transfer your account to another person or operate multiple accounts.
4. Payments
All payments on the Platform are processed by Stripe, our third-party payment processor. By using Borrowed, you agree to Stripe's terms of service in addition to these Terms.
| Fee | Details |
|---|---|
| Lender payout | 85% of the rental price set by the lender |
| Platform fee (lender) | 15% of the rental price, deducted automatically |
| Service fee (borrower) | 12% of the rental price, added to the borrower's total |
| Security deposit | Authorisation hold only — not charged unless a claim is raised |
Security deposits are placed as authorisation holds on the borrower's payment method. This means the funds are reserved but not charged. Deposits are released automatically after a successful return with no disputes, or captured partially or fully if a valid claim is approved.
Lender payouts are initiated after the item is returned and the dispute window has closed. Payout timings depend on your bank and Stripe processing times, typically 2–5 working days.
5. Protection Programme
Borrowed operates a Protection Programme covering eligible items for up to £10,000 per incident. The programme is funded by deposit captures from upheld claims and a 2% reserve contribution from each transaction.
The Protection Programme is not insurance. It is a discretionary benefit provided by Borrowed to support fair outcomes when items are damaged, lost, or not returned. Coverage is subject to the conditions set out in our Protection Programme terms.
To be eligible for Protection Programme coverage, both parties must complete the required condition checks (see Section 6 below).
6. Condition Checks
Both lenders and borrowers are required to complete 4-angle photo checks at the following points:
- Pickup: The lender photographs the item from four angles before handing it over. The borrower confirms receipt and photographs the item from four angles.
- Return: The borrower photographs the item from four angles before returning it. The lender confirms receipt and photographs the item from four angles.
These photographs form the evidence basis for any disputes or Protection Programme claims. Failure to complete condition checks may result in reduced or denied coverage under the Protection Programme.
7. Disputes
Borrowed provides a structured dispute resolution process. The Platform actively mediates disputes between lenders and borrowers.
| Stage | Timeframe |
|---|---|
| Filing window | Within 24 hours of the item being returned |
| Response deadline | 48 hours for the other party to respond |
| Resolution target | 24 hours after the response deadline |
| Appeal window | 7 days from the date of the resolution decision |
Disputes are assessed using the condition check photographs, transaction records, and any additional evidence submitted by either party. Borrowed's dispute resolution team will review the evidence and issue a binding decision, subject to appeal.
If a dispute is upheld, the borrower's security deposit may be captured in full or in part. If a dispute is not upheld, the deposit authorisation is released.
8. Trust Scores
Each user has a Trust Score that is event-sourced from their transaction history on the Platform. Trust Scores reflect factors such as return punctuality, item condition upon return, dispute outcomes, and responsiveness.
Trust Scores affect your experience on the Platform:
- Higher Trust Scores may increase your borrowing limits and improve your visibility in search rankings.
- Users with a Trust Score below 4.0 may face restricted access to certain features.
- Users with a Trust Score below 3.5 may have their account suspended.
Trust Scores are not credit scores. They are internal to the Borrowed platform, are not shared with credit reference agencies, and have no bearing on your financial standing outside of Borrowed.
9. Prohibited Items
The following items may not be listed on the Platform:
- Weapons or weapon accessories
- Illegal substances or drug paraphernalia
- Counterfeit or stolen goods
- Professional medical devices
- Hazardous materials (flammables, explosives, toxic substances)
- Live animals
- Motor vehicles, watercraft, or aircraft
- Items subject to active safety recalls
We reserve the right to remove any listing and suspend any account that violates these restrictions without prior notice.
10. Cancellation and Refunds
Borrowers may cancel a confirmed booking subject to the following refund schedule:
| Cancellation timing | Refund |
|---|---|
| More than 24 hours before scheduled pickup | 100% refund |
| 2–24 hours before scheduled pickup | 50% refund |
| Less than 2 hours before scheduled pickup | No refund |
Lenders who cancel a confirmed booking may receive a Trust Score penalty. Repeated cancellations by lenders may result in account restrictions or suspension.
Refunds are processed to the original payment method. Processing times depend on your bank and typically take 3–10 working days.
11. Acceptable Use
You agree not to use the Platform to:
- List or transact prohibited items (see Section 9).
- Harass, threaten, or intimidate other users.
- Upload inappropriate, offensive, or illegal content.
- Attempt to access another user's data or account without authorisation.
- Circumvent or manipulate the payment system, fees, or Trust Scores.
- Create fake listings, reviews, or transactions.
- Reverse-engineer, decompile, or extract the source code of the application.
- Scrape, crawl, or use automated means to access the Platform.
- Interfere with or disrupt the Platform or its infrastructure.
- Arrange transactions outside of the Platform to avoid fees or protections.
12. Account Suspension and Termination
Borrowed operates a three-strikes policy for violations of these Terms. Each confirmed violation counts as one strike. Three strikes result in permanent account suspension.
In addition to the strikes policy, accounts may be restricted or suspended based on Trust Score thresholds:
- Trust Score below 4.0: Account restricted — reduced borrowing limits and lower search visibility.
- Trust Score below 3.5: Account suspended — unable to create new bookings until the score is reviewed.
Borrowed reserves the right to suspend or terminate any account immediately, without prior warning, for serious violations including fraud, illegal activity, or threats to user safety.
You may close your account at any time by contacting us at hello@useborrowed.com. Outstanding transactions, disputes, or payment obligations must be resolved before account closure. Upon deletion, your data will be handled in accordance with our Privacy Policy.
13. User Content
You retain ownership of all content you create on the Platform, including listing descriptions, photographs, and messages. By uploading content, you grant us a limited, non-exclusive, royalty-free licence to store, process, display, and reproduce that content as necessary to operate the Platform.
We do not claim ownership of your content. If you delete your account, your content will be removed in accordance with our Privacy Policy.
14. Limitation of Liability
Borrowed acts as an intermediary marketplace. We do not own, inspect, or guarantee any items listed on the Platform. While we provide tools for trust, safety, and dispute resolution, we cannot guarantee the outcome of any transaction.
To the maximum extent permitted by applicable law:
- We are not liable for any loss, damage, or injury arising from transactions between users, including the condition, suitability, safety, or legality of listed items.
- We are not liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform.
- Our total aggregate liability for any claim arising from the Platform shall not exceed the greater of (a) the total fees paid by you to Borrowed in the twelve (12) months preceding the claim, or (b) one hundred pounds (£100).
- We are not liable for the acts or omissions of third-party service providers, including Stripe.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under the laws of England and Wales.
15. Intellectual Property
The Borrowed name, logo, design system, and all associated intellectual property are owned by Borrowed. You may not use our branding, trademarks, or visual identity without prior written permission.
16. Third-Party Services
Borrowed integrates with third-party services including Stripe (payments), Supabase (infrastructure), and Expo (mobile framework). Your use of these services is subject to their respective terms and privacy policies. We are not responsible for the practices or availability of third-party services.
17. Changes to These Terms
We may update these Terms from time to time. When we make material changes, we will notify you via the Platform or by email and update the "Last updated" date at the top of this page. Continued use of Borrowed after changes take effect constitutes acceptance of the updated Terms. If you do not agree with any changes, you must stop using the Platform.
18. Governing Law
These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
19. Contact Us
If you have any questions about these Terms of Service, please get in touch:
Email: hello@useborrowed.com