FAQs

When a user lends an item, the money is transferred to Fainin's admin account. Once the lender has confirmed the shipment and the borrower has confirmed receipt, the money is sent directly to the lender. If five days after the lender has confirmed the shipment, no confirmation has been received from the borrower, the money will be automatically send to the lender's account.

In the rare case of a problem, please contact us directly at contact@fainin.com.

A borrower is charged via their selected payment method once a lender accepts the booking request.

The payment is then held in Fainin's admin account and will be released to the lender when the borrower has confirmed that they have received the item.  

Currently, the landlord decides whether he or she offers shipping outside of Fainin. He or she must show the shipping costs in his or her advertisement - we currently recommend that you duplicate your item (via the website, simply click on the three-dot menu at the top right of your product in the "Product Detail View" and then press "Duplicate"). Then edit the newly created article and save slightly higher rental prices in the rental offer. This way you can directly display the shipping costs at Fainin and thus also reach tenants outside of your city. 

In the long term we plan to offer two options: The classic handover at every rental is free of charge and probably the easiest handover method - provided tenant:in and landlord:in live close enough to each other. In addition, we will offer in-app label generation in cooperation with the usual shipping service providers, whereby the renter prints out a label as a PDF via our (web) app and sticks it on the package. 

Why haven't we integrated this yet? We want to automate an insured shipping method on the platform - because the safety of all participants is more important to us than anything else. In the long run, every renter or lender will be able to decide which shipping options they want to offer on the platform. 

All details of the meeting for the transfer of an item should be arranged via Fainin's messaging facility. If difficulties arise with the renter or lender, please contact us directly at contact@fainin.com.

In the long run we will integrate a shipping option on the platform. The shipping label will be provided in the app after selecting the required details. An estimated shipping time will then be provided by the respective service provider in the future. As soon as the rental company sends a shipping confirmation, it will appear in your booking. It usually takes about 3 working days for an item to reach you. Please note that the shipping time depends on where the item is being shipped from and to - so unfortunately we cannot guarantee the three days. If the item has not arrived by the expected delivery date, use your tracking number to check the status of your shipment and if no further information is available, you should contact the shipping company. They will then check the status of your shipment and provide you with the relevant details as soon as possible. If you have any further problems, please contact us directly at contact@fainin.com.       

Absolutely! We encourage you to list your items on Fainin as there are many benefits which include bookings being covered by the insurance provided by Fainin as well as the exposure of your business to a strong community that probably loves your items. Currently, we are developing premium features solely for business accounts which will include additional admin functions to help managing your bookings. If you would like more information please contact us at contact@fainin.com.  

There are a few items which are prohibited from being lent/borrowed on Fainin. These items include:
- Guns, firearms and weapons of any kind
- Drugs or chemicals of any kind
- Real estate or property
- Cars
- Motorbikes
- Human Beings
- Animals

At Fainin you can rent and borrow just about anything! Some of our most popular categories:
- Film and photography accessories
- Audio-visual accessories
- DJ equipment
- Electronics
- Drones
- Children's and baby accessories
- Projectors and screens
- Clothing
- Sports Accessories
- Bicycles
- Boats

The renter can request an extension of the rental, but the current rental must be terminated on a basis of trust. If the lender accepts the extension request, he/she can end the rental and a new rental can be started with an additional booking.

It is important to note that the lender has the final say on a possible extension and payment should be made immediately after the end of the first rental.

Of course! We are happy that you are joining our community! We have special business accounts with extra administrative features to help you manage your new rental activities. Contact us and we will take care of you and your business - either via email: contact@fainin.com or one of our social media channels.

Extending a booking

If you’d like to borrow an item for a longer period you can create a new booking for the extended date range and then go through the booking process that you're used to.

Shortening a booking

If you need to shorten your booking, you should discuss your request with the lender. Once you and the lender have agreed on the terms, payments are automated, but not set in stone! Please contact us directly via contact@fainin.com, so we can process any required refund. Keep in mind that service fees cannot be reimbursed.

Cancelling a booking

Lender and borrower can decide to cancel a booking. If either party decides to cancel an accepted booking, they should first discuss it with their transaction-partner. Once agreed, the party who has initiated the cancellation should email us via contact@fainin.com, so we'll be able to process the refund to the borrower. Keep in mind that service fees cannot be reimbursed. We will be integrating new features to manage extensions, shortenings or cancellations of bookings soon. When sending E-Mails to us, please make sure to use the linked E-Mail-address to your Fainin account.

Your item should be returned the same way it was delivered to the borrower.

Delivery method: Meetup

You should arrange the meetup details for the return of an item using Fainin's chat. If you are having difficulty arranging this and need to involve Fainin, please contact us directly at contact@fainin.com.

Delivery method: Shipping (coming soon)

A return shipping label is included when selecting the shipping method. Simply attach the return label to the packaged item and deliver the package to your nearest package collection outlet.  

The lender specifies the selectable transfer options in his advertisement. If they offer both options, personal delivery and shipping, it depends on the delivery method chosen by the borrower. In this case, the lender can choose whether he wants to pick up the item personally or whether he wants to use shipping. In some cases, a lender is open to changing the delivery method set for his item. So if you would like to choose an alternative method, please discuss this with the rental company before confirming your booking.

Trust, security and reliability are the main aspects of the Fainin family, so we have developed Fainin with all three in mind. Here are just some of the measures we take to ensure the safety of your property:

**Profiles**:
All Fainin user:s have a profile to represent themselves in the community. Before borrowing or lending anything on Fainin, users are asked to provide a range of information. This includes personal contact details and an identification document that clearly identifies the member. As your privacy is very important to us, once the process is complete, we first store your verification status.

**Secure Messaging**:
Fainin chat allows you to discuss products and booking details with other users before you book and stay in touch afterwards. It has never been easier to agree delivery terms or answer questions about an item. All communication should be done via this chat to ensure the booking is covered by insurance.

**Secure Payment**:
All payments from tenants to landlords must go through the Fainin platform. Fainin's payment system ensures that landlords do not receive rent until they have confirmed receipt. In addition, payment outside the platform will result in the transaction no longer being covered by insurance. **Ratings**: Tenants and landlords can rate each other after the transaction is complete. Reviews are part of the user's public profile and can be seen by all other users. The Fainin Family relies on honest and transparent ratings. In doing so, you help other members and strengthen the trust that other members place in us. **Fraud protection**: By using the Fainin platform, you are under our protection and security measures. Please contact contact@fainin.com if you notice any suspicious activity. Together, these measures define Fainin's unique approach to trust in the sharing economy.  

In the unlikely event of a problem, Fainin's integrated insurance will cover you. Your items are covered by our integrated insurance. Our insurance protects lenders, borrowers and items offered on Fainin with a sum insured of up to €15,000 per transaction.

To ensure that your item is covered by the insurance offered by Fainin, create as detailed an entry as possible.

Your record should therefore:- Include as many details about the item as possible, such as model number, date of purchase and a detailed description of the condition.- Be supported by at least two photos to record the exact condition of the item.- Be updated regularly.The insurance offered by Fainin does not cover normal signs of use. For example, if a bicycle borrowed for a month is returned with a small, new scratch or slightly worn brakes, this counts as normal signs of use.

Please note that there are some items that we cannot insure. So although they can be loaned and borrowed, they are not covered by the insurance offered by Fainin. These include:- Vehicles (e.g. cars, motorbikes, motorised scooters, buses, trucks, vans, delivery vans etc.)- Motorised boats- Drones heavier than 5kg- Property (e.g. flats, houses, etc.).

We are currently working on an extended insurance policy to cover the above items.

YES! Thanks to our insurance partner ERGO, each transaction is insured up to €15,000 in accordance with the [General Terms and Conditions](https://fainin.com/terms). This includes all damage that affects the function of the rented item. The important thing here is that the rental took place via Fainin's platform and the damage occurred during the rental period.

For safety reasons, our insurance partner reserves the right to have damaged items sent in on a random basis. If, for example, the removable fin of a SUP or the paddle of a SUP is lost, we cannot be 100% sure that this case will be covered by our insurance partner. If this case occurs and partial items are lost, then hirers & renters can try to activate the respective liability insurance of the person causing the loss. Write us an email at contact@fainin.com and we will help you to fill in possible forms/documents.

As soon as damage has occurred during the rental on Fainin's platform, it can be reported by the person renting within 48 hours after the rental. We then send both transaction partners a form from our insurance partner ERGO with a request to complete it.

Usually the renting person initiates the insurance process - nevertheless, the renting person is obliged to report a possible damage to the landlord. To do this, please send a short message to contact@fainin.com. Within 24 hours, we will send you a form in which the damage, the course of events and the resulting consequences must be summarised. ERGO's claims department will normally reply within 1-2 weeks with further information on the insurance process.

Yes, we document every insurance claim with a standardised insurance form. In addition, the rental record is sent to ERGO so that their claims department can process each case as quickly as possible.

Our name "fainin" comes from the adjective "to fain" that describes someone feels ‘pleased or willing’. Just like the people sharing in the fainin family - very pleased. Additionally, fainin is a slightly changed abbreviation for "Find Anything In Your Neigborhood". With fainin, we want to establish a more sustainable way of living, by enabling collective consumption. We want sharing with strangers to become just as safe as sharing with strangers. To our point of view, it should turn to be a daily activity. If we'll start sharing more, we need less in total, because sharing results in a more efficient consumption of resources.

Each member in fainin family supports sustainable consumption and performs a small contribution towards a big change within our society. To follow fainin's vision of a social sharing community, we want to establish assurance through Fainin's unique Design-For-Trust. Each user should trust himself to do good, but also other users to do similarly. To provide a secure marketplace and a trustworthy environment, we're using innovative technologies that build fainin's unique Design-For-Trust. That's why we are the first, really secure sharing community. That's how we offer the possibility to share your stuff, create new experiences, build relationships and support sustainable consumption.   

To earn a voucher for participating in the fainin Community, there are a few easy ways to do so. Here are three options for you to earn a 5€ voucher:

1. In this folder, you'll find fainin memes. You can share one of these memes and tag @fainin_sharing while posting the direct link to www.fainin.com. This helps us get more people to notice our community.

2. If you offer an article on fainin, you can take a screenshot of it and post it in your own story/status. This also helps us get more people to notice our community.

3. You can also write a short explanation about fainin and post it on Jodel or Reddit. Free storytelling is allowed in this case.

If you've completed any of these actions, make sure to send a screenshot to contact@fainin.com within 24 hours. This way, we can unlock the voucher for you and you can participate in our community.

We're looking forward to welcoming you to fainin! Please remember that only one voucher per person is redeemable.

in order to activate the voucher, follow the 3 steps that are described on the voucher's design.

First, you'll have to send out a request to rent an item on fainin.com.

Second, you'll wait for the request to be accepted.

Third, you can activate the voucher by adding the voucher's code to the "order-detail-view".

Watch out: You may have to verify your identity with your ID after step two.

All fainin family members initially pay nothing - we only earn money when you earn or pay money:

Private individuals pay a surcharge of 15% as renters and lenders receive 15% less upon successful rental. This means that if a tenant rents a kayak for €10, the renter pays a surcharge of €1.50, and the lender receives a payout of €8.50 after the rental.

All costs are included in the service fee - insurance, verification, automatic contract creation, as well as costs for servers and customer support.

Pro tip: Many landlords also use fainin for their shipping and benefit from contactless ID verification. Of course, we do not charge a commission for this shipping fee.