Dispute Resolution and LoutouCover

1. Loutou’s role

Loutou acts as a matching intermediary and a mediation platform. This means that:

• Loutou is not party to the contract: the rental contract is concluded directly between the owner and the renter. Loutou facilitates this connection but is not responsible for the parties’ performance of their obligations.
• Loutou does not own the items: items offered for rent belong to owners. Loutou does not own, maintain, or control these items beyond basic compliance checks.
• Loutou intervenes in case of conflict: in the event of disagreement, Loutou plays the role of an impartial mediator to assess evidence, understand both sides, and issue a fair decision based on the information provided.

2. Types of disputes covered

LoutouCover may intervene in the following situations:

• Damaged item: the rented item is returned damaged or in worse condition than normal wear and tear would allow.
• Item not returned: the renter did not return the item on the expected date or failed to return it at all.
• Non-compliant item: the delivered item does not match the description in the listing.
• Delay or missed deadlines: the owner did not make the item available on time, or the renter significantly delayed the return.
• Disagreement over cancellation: dispute over cancellation terms or refund granted after cancellation.
• Theft or loss of item: the item disappeared during the rental period.

3. Before opening a claim

We strongly encourage users to first discuss the matter directly via the Platform’s integrated messaging. In most cases, direct dialogue resolves the problem.

• Contact the other party by message: clearly describe the problem and propose a solution.
• Allow time for a response: wait at least 24 to 48 hours before escalating.
• Document everything: take photos and keep messages as they may be useful if you need to open a formal claim.
• Reach an amicable agreement: if you reach an agreement, inform Loutou by mentioning it in the claim.

4. Claim reporting process

If you cannot resolve the issue directly, you may open a formal claim.

Step 1: Access the claim

Via the app or website, in the My bookings section, click the relevant booking and select Report a problem or Open a claim.

Step 2: Fill in the form

You must provide:

• Problem category
• Detailed description of what happened
• Supporting photos where applicable
• Compensation amount requested where applicable

Step 3: Reporting deadline

You have 48 hours after the end of the rental to open a claim. After that, claims will no longer be accepted.

Step 4: Submit

Once the form is complete, submit the claim. You will receive an acknowledgment email with a case number to keep for reference.

5. Review of the dispute by LoutouCover

Once your claim is submitted, the Loutou team examines it impartially.

5.1 Collection of information

Loutou contacts the other party to obtain their version of the facts. They have 5 calendar days to respond and provide evidence.

5.2 Review of evidence

Loutou examines:

• Messages exchanged between the parties
• Photos of the item’s condition at the start and end of the rental
• The original listing description
• The booking conditions (dates, price)
• Any supporting documents provided

5.3 Processing time

Loutou aims to issue a decision within 1 to 7 business days from receipt of all necessary information. In complex cases, the deadline may be extended.

6. Possible outcomes

Depending on its review, Loutou may take one of the following decisions:

• Claim approved: Loutou considers the claimant is right and grants compensation.
• Partial approval: Loutou acknowledges the issue but considers the requested amount excessive and offers a reduced amount.
• Claim rejected: after review, Loutou considers that sufficient evidence was not provided or that the issue falls under the claimant’s own responsibility.
• Mutual agreement: both parties reach an agreement during the review; Loutou validates and closes the file.

7. Compensation and refunds

If your claim is approved, you will receive compensation.

7.1 Types of compensation

• Partial refund: part of the rental price is refunded to the renter or paid to the owner.
• Full refund: the full rental price is refunded.

7.2 Calculation of compensation

Compensation depends on the nature of the dispute:

• Damaged item: compensation proportional to the damage; repair quotes may be requested.
• Item not returned: immediate suspension of the renter’s account and case-by-case review of possible compensation.
• Non-compliant item: partial or full refund depending on the significance of the non-compliance.
• Significant delay: partial refund at Loutou’s discretion depending on the circumstances.

7.3 Cap on Loutou’s contribution

Loutou’s financial contribution (the “LoutouCover Guarantee”) is limited to 40% of the declared value of the item, up to a maximum of €200 per claim, and may never exceed the amount of the damage actually established. It is paid only upon production of the original invoice or purchase receipt for the item as well as complete item conditions at handover and return, confirmed within the meaning of article 11 of the Terms of Use. Any remaining balance is owed by the responsible User; should they refuse to assume this responsibility, Loutou may initiate recovery in accordance with Article 14 of the Terms of Use.

7.4 Refund processing time

Once compensation is decided, it is paid within 2 to 5 business days.

7.5 Excluded cases

Loutou does not cover:

• Losses or damage due to improper use by the renter contrary to the owner’s instructions
• Damage considered normal wear and tear
• Items stolen after the renter has properly returned the item
• Disputes related to external services such as transport or item insurance
• Claims without complete, confirmed item conditions at handover and return
• Claims without an original invoice or purchase receipt evidencing the value of the item

8. Coverage and LoutouCover Guarantee

LoutouCover is not insurance. It is a mediation and support service provided by Loutou.

No insurance is currently offered on the Platform. As a commercial gesture, however, Loutou may grant a capped financial contribution (the “LoutouCover Guarantee”), under the conditions set out in point 7 above and in Article 14 of the Terms of Use. Each owner and renter remains responsible for their own insurance coverage and is encouraged to take out suitable insurance for the portion not covered.

9. Loutou’s liability

Loutou undertakes to handle disputes fairly and impartially. However:

• Loutou cannot be held liable if it does not have access to enough evidence to make an informed decision.
• Loutou’s decisions are based on available information; Loutou is not a professional judge and does not claim to be one.
• Loutou does not cover indirect losses, loss of income, or intangible damage arising from a dispute.
• Loutou’s maximum liability for any loss does not exceed EUR 100 or the effective rental price, whichever is higher.

10. External remedies

If you are not satisfied with Loutou’s decision, external remedies are available.

10.1 External mediation

You may refer the matter to a consumer mediation body in Belgium:

• Consumer Mediation Service, www.mediationconsommateur.be
• FPS Economy, www.economie.fgov.be

10.2 Competent court

As a last resort, you may bring legal proceedings before the competent courts in the district of Wemmel (Belgium), in accordance with these legal notices and the Terms and Conditions of Use.

10.3 ODR platform (European Union)

Belgian consumers may also use the European Union online dispute resolution platform: https://ec.europa.eu/consumers/odr

11. Good practices to avoid disputes

Here are some tips to minimize the risk of disputes:

For owners:

• Describe the item accurately and honestly, with clear photos from all sides and mention any minor defects.
• Explain clearly how to use the item and what precautions to take.
• Record the item condition at handover in detail, with photos, when handing the item to the renter.
• Record the item condition at return carefully and compare it with the handover condition before confirming.

For renters:

• Read the description and conditions carefully before booking.
• Check the condition recorded at handover and confirm it only if the item matches the description; otherwise, report a disagreement with a photo before midnight the next day.
• Use the item according to the owner’s instructions and avoid unintended uses.
• Report any issue discovered during the rental immediately.
• Check the condition recorded at return and, if you disagree, report a disagreement with a photo within the period.