Terms of use for Hygglo

- BACKGROUND
1.1
These terms and conditions (the “Terms”) apply between you and Hygglo LTD, a company registered in England and Wales under company number 09927338 (“Hygglo”, “we”, “us” or “our”), when you use the services provided through the Hygglo mobile application or web-based application (the “Application”).
Hygglo LTD operates the marketplace in the United Kingdom. The underlying technology, software, and intellectual property used to provide the Service are owned and supplied by Hygglo AB, a Swedish company, acting as Hygglo LTD’s technology provider.
Through the Application, Hygglo provides a digital marketplace enabling individuals who wish to rent out items (“Lenders”) to connect with individuals who wish to rent such items (“Renters”). Together, Lenders and Renters are referred to in these Terms as “Users”, “you” or “your”. The service described above is referred to as the “Service”.
1.2
These Terms set out the conditions under which you may use the Service, as well as the rights and responsibilities of both you and Hygglo. These Terms govern only the contractual relationship between Hygglo (including any authorised subcontractors or partners) and the User. Hygglo is not a party to any rental agreement between a Lender and a Renter.
1.3
These Terms constitute the entire agreement relating to matters covered herein. Hygglo reserves the right to update or amend these Terms from time to time.

- GENERAL ABOUT THE SERVICE AND REGISTRATION
2.1
To use the Service, Users must register an account. Registration is only available to natural persons aged eighteen (18) or older, or persons with verified parental or guardian consent, as well as legal entities. Representatives acting on behalf of a legal entity must be able to present documentation confirming their authority to bind the entity. By registering and using the Service, you confirm that you have read and accept these Terms.
2.2
Users register through the Application and, in doing so, accept the Terms. Users are responsible for ensuring that all information provided during registration is accurate and kept up to date. You may review and change your information through the Application, and you are solely responsible for ensuring it remains accurate.
2.3
By using the Service, you acknowledge that payments are processed by Stripe, our third-party payment service provider. You agree to comply with any identity verification, Know-Your-Customer (KYC) checks, Anti-Money-Laundering (AML) checks, sanctions checks or other regulatory requirements that Stripe may require. Hygglo may suspend or restrict your access to the Service if you do not complete, or do not pass, such checks.
2.4
Nothing in these Terms affects any mandatory rights you may have as a consumer under UK consumer protection law, including the Consumer Rights Act 2015.

- LISTINGS
3.1
Only persons legally capable of entering into binding agreements in accordance with these Terms may create Listings.
3.2
Listings must be written in the majority language of the country in which the item is offered, or in English.
3.3
Listings may only relate to the rental of items via the Service. Any form of marketing or promotional activity unrelated to the rental of an item through Hygglo is prohibited.
3.4
Each Listing must relate to only one item, and only one Listing may be created per item.
3.5
Lenders are responsible for ensuring that all information included in a Listing is accurate, complete, up to date and compliant with applicable UK laws and regulations.
3.6
Lenders must place Listings in the most appropriate category within the Service. Listings may not appear in more than one category. Hygglo may exclude items from insurance and/or guarantee cover if they are placed in incorrect categories. Information about applicable guarantees and insurance is available in the FAQ.
3.7
The title and description must clearly and accurately describe the item. Keyword-only titles are not permitted. The Listing may not include descriptions of the general business activities of any legal entity, nor may it contain external links or unrelated promotional information.
3.8
Unrealistic or misleading Listings are not permitted. Hygglo may refuse or remove Listings that it considers inaccurate, misleading, or unrealistic (for example, a price significantly below market value). Hygglo may conduct random checks or investigate Listings reported by Users.
3.9
Listings must not contain content that is unlawful, offensive, discriminatory, defamatory, pornographic, political, hateful or otherwise contrary to the purpose of the Service or applicable UK law. This includes content infringing third-party intellectual property rights or relating to prohibited items such as weapons, drugs, unsafe goods or restricted products.
3.10
Users are responsible for ensuring compliance with this Section. Users may not include their own contractual terms within Listings or introduce terms outside those provided by Hygglo.
3.11
Hygglo may modify or edit a Listing when necessary to comply with these Terms. Hygglo may, but is not obliged to, notify the User before making such changes.
3.12
Hygglo may refuse, remove, or disable a Listing at its discretion, including where the Listing breaches these Terms or conflicts with the purpose of the Service.
3.13
Hygglo may remove or disable a Listing where required to comply with UK law, including obligations relating to unlawful content, intellectual property infringement, harmful or misleading content, or following a valid notice-and-takedown request.

- CONDITIONS FOR RENTAL
4.1
Lenders must ensure that Listings accurately reflect the condition and intended use of the item. Lenders must ensure they are able to hand over and recover the item at the agreed times.
4.2
Lenders are responsible for maintaining appropriate insurance for the item during the rental period if the item is not covered by Hygglo’s insurance or guarantee. This includes obtaining consent from their insurer where required.
4.3
Lenders are responsible for paying any taxes or fees arising from rental activity. Lenders must determine their own tax obligations under UK law.
4.4
Renters must take reasonable care of the item and return it in the same condition, allowing for fair wear and tear. Renters are liable for damage caused by negligence or carelessness.
4.5
By completing a rental, both Lender and Renter confirm that they have read and understood the applicable insurance and/or guarantee terms and agree to comply with them. These terms are available in the FAQ.
4.6
By booking an item under Section 5.1, the Renter accepts the cancellation terms stated in the Listing.
4.7
Lenders choose cancellation terms when publishing their Listing. These terms appear in the Listing.
4.8
Renters may be required to pay a deductible (“excess”) for certain categories in the event of loss or damage. If no deductible is stated in the applicable insurance or guarantee terms, no deductible applies.
4.9
If the Renter cannot return the item on time, they must immediately notify the Lender and/or Hygglo and book and pay for an extension. Lenders may refuse extensions. Late returns incur a fee equal to one day’s rental per commenced day. The Renter authorises Hygglo to charge such amounts from their stored payment method.
4.10
If the Renter misses the return deadline and fails to communicate, Hygglo may charge a deposit up to the full value of the item(s). The deposit is refunded once the item(s) are returned, repaired or replaced, minus any applicable fees.
4.11
Renters are generally not liable for accidental damage or loss unless caused intentionally, negligently, or through unauthorised use. Hygglo or the insurer will determine liability. Lenders may be asked to initiate an insurance claim. Renters are liable for damage caused to third parties.
4.12
Renters must reimburse the Lender for reasonable costs arising from the Renter’s use of the item (e.g., fuel, tolls, cleaning, consumables, fines, certain wear-and-tear charges). By using the Service, Users accept Hygglo’s determination of reasonable costs.
4.13
Hygglo may require additional identity or document verification relating to a rental. Hygglo may cancel or refuse a rental where verification is not completed or raises legitimate concerns under UK financial crime or fraud-prevention rules.
4.14
Items may not be used for unlawful purposes, including violations of UK traffic laws, licensing requirements, safety regulations or prohibited uses under applicable law.

- RENTAL AND DELIVERY
5.1
A booking is created when the Renter confirms the booking by paying the rental amount in accordance with Section 6.1.
5.2
Delivery or collection of the item takes place according to the agreement between the Lender and the Renter at the time of booking.

- PAYMENT
6.1
Payment is made at the time of booking and is processed through Hygglo’s payment provider, Stripe. All payment data is encrypted.
6.2
The rental amount (including booking fee) is charged to the Renter’s chosen payment method. Hygglo holds the funds on behalf of the Lender and Renter during the rental period. After deduction of Hygglo’s service fee (Section 7), the remaining amount is transferred to the Lender’s designated bank account.
6.3
If the Lender fails to hand over the item and the Renter can demonstrate this, the Renter is entitled to a full refund.
6.4
Refunds for cancellations are processed according to the applicable cancellation terms. Once cancellation is issued, Stripe processes the refund, typically within 5–10 days.
6.5
Users must not initiate chargebacks without a legitimate legal basis. Improper chargebacks may result in suspension or termination. Hygglo may provide Stripe with relevant information to contest or process chargebacks.
6.6
Hygglo may charge VAT on fees as required under UK tax law. Lenders are responsible for determining their own VAT obligations regarding rental income.

- SERVICE FEE
7.1
Hygglo charges fees to Lenders (“service fee”) and to Renters (“booking fee”) for bookings made through the Service. The service fee is 20% of the rental amount agreed between the Users. The booking fee is added on top of the rental amount and is paid by the Renter. The booking fee may differ between categories and is displayed at the time of booking. Hygglo may update or amend the service fee or booking fee at any time through changes to these Terms.
7.2
Users who avoid paying the service fee or booking fee (for example, by accepting payment in whole or in part outside the Service) may have their access to the Service terminated under Section 12.1.
7.3
Hygglo complies with UK consumer protection rules regarding transparency of pricing. All mandatory fees payable to Hygglo will be clearly displayed prior to booking.

- CANCELLATION AND COMPLAINTS
8.1
Renters may cancel a booking in accordance with the cancellation terms selected for the specific item.
8.2
If an Lender cancels a booking or otherwise terminates a rental, the Renter will receive a full refund of the rental amount. No additional compensation will be paid other than the amount originally paid for the rental. Any further disputes must be resolved directly between the parties outside the platform.
8.3
Both Lenders and Renters may cancel a booking due to circumstances that could not reasonably have been foreseen or controlled (force majeure).
8.4
If the Renter and Lender cannot resolve a dispute between themselves, they may ask Hygglo to mediate. If Hygglo acts as mediator, you agree to accept Hygglo’s determination and to pay any amounts that Hygglo determines you are responsible for.
8.5
If a User is dissatisfied with the outcome of an insurance case, they must first contact the insurer directly. Exceptions to this rule may be considered on a case-by-case basis by contacting resolutions@hygglo.com.
8.6
Users who are consumers may escalate unresolved complaints to the appropriate UK alternative dispute resolution body (see Section 17). Hygglo will cooperate with legally recognised ADR schemes where required.

- USER RESPONSIBILITIES
9.1
Users agree to use the Service in accordance with these Terms.
9.2
Users must keep their login details confidential and must not allow others to access their account. Users may not allow, directly or indirectly, any third party to use the Service in their name. If you suspect that anyone has gained unauthorised access to your account or login details, you must immediately notify Hygglo so that your account can be suspended pending investigation.
9.3
Users are solely responsible for all information provided through the Service. This includes ensuring the information provided during registration or subsequently through the Service is accurate and does not violate applicable law or these Terms.
9.4
Users may only use information obtained through the Service to contact other Users for legitimate rental purposes. Users may not share other Users’ contact information or personal details with third parties.
9.5
Users warrant that they hold all necessary rights to any content they upload to the Application (including images, videos and Listing text) (“User-Generated Content”). This includes either owning the content or having obtained permission from the rights holder.
9.6
By uploading User-Generated Content, Users grant Hygglo an unrestricted licence to use, process, adapt, format, store, copy, publish and sublicense such content, including for marketing purposes. These rights remain even after a Listing has been removed.
9.7
Users waive any right to compensation regarding Hygglo’s use of User-Generated Content.
9.8
Hygglo may remove User-Generated Content where necessary to comply with the Electronic Commerce (EC Directive) Regulations 2002, the Online Safety Act, intellectual property laws, or any other applicable legislation.
9.9
Users may be held liable for any loss or damage suffered by Hygglo or others as a result of a breach of these Terms, applicable law or negligent behaviour.
9.10
Hygglo may obtain credit checks on Users from third-party providers where necessary for fraud prevention, risk assessment or compliance with UK financial regulations.
9.11
If Hygglo suspects misuse of the Service or breach of the Terms, Hygglo may review the User’s communications via the Application and may terminate the User’s account with immediate effect in accordance with Section 12.1.
9.12
The individual who makes the booking and thereby enters into the rental agreement is the Renter responsible for the item(s), even if renting on behalf of someone else or allowing another person to use the item.
9.13
Hygglo may require Users to complete certain verification steps in order to maintain a safe and reliable marketplace. These checks may include, but are not limited to, confirming your identity, verifying your contact details, providing documentation relating to your address, and conducting credit checks or other risk assessments that Hygglo considers necessary for trust and safety. Hygglo may, at its sole discretion, impose temporary or permanent restrictions on a User’s account if such checks are not completed, or if the results of those checks give Hygglo reason to believe that continued access to the Service would pose a risk or otherwise be inappropriate.
9.14
Users must not engage in fraud, money laundering, identity misuse, or any activity prohibited by UK law or regulatory requirements. Hygglo may suspend accounts, freeze funds or report matters to authorities where required.

- HYGGLO’S RESPONSIBILITY
10.1
Hygglo aims to make the Service available 24 hours per day. However, Hygglo is not liable if all or part of the Service is unavailable at any time or for any period, regardless of reason.
10.2
Access to the Service may be temporarily suspended without notice in the event of system failure, maintenance, repair or for reasons beyond Hygglo’s control.
10.3
Hygglo strives to ensure that information in the Application is materially accurate. However, Hygglo does not guarantee the accuracy or completeness of the content and may make changes at any time without notice.
10.4
The content of the Application is provided “as is”, and Hygglo makes no warranties of any kind.
10.5
Hygglo reserves the right to fully cooperate with UK authorities and to comply with any court order requiring the disclosure of personal information or location data of anyone posting content in breach of these Terms.
10.6
Hygglo will comply with applicable UK platform operating obligations, including requirements relating to unlawful content, safety, reporting and takedown obligations under relevant legislation.

- LIMITATION OF LIABILITY
11.1
To the extent permitted by UK law, Hygglo disclaims liability for direct or indirect losses, damages or costs incurred by Users or third parties in connection with the use of, or inability to use, the Service, regardless of how such loss arises and whether caused by negligence, breach of contract or otherwise.
11.2
Nothing in this Section or elsewhere in these Terms limits or excludes liability where such limitation is not permitted under UK law, including liability for death or personal injury caused by negligence, fraud or any other liability that cannot be excluded by law.
11.3
This limitation does not prevent Hygglo, at its discretion, from compensating Users or third parties in circumstances where Hygglo considers it appropriate.
11.4 (UK addition — consumer statutory rights)
This Section does not affect any statutory rights you may have as a consumer under the Consumer Rights Act 2015 or other mandatory consumer protection legislation.

- TERMINATION
12.1
Hygglo may, at its sole discretion and without prior notice, temporarily or permanently restrict or terminate a User’s access to the Service, or block all correspondence with a User, if:
a) regulatory changes restrict Hygglo’s ability to offer the Service;
b) events outside Hygglo’s control prevent Hygglo from providing the Service, including technical, capacity or communication issues;
c) Hygglo considers that a User is misusing the Service or otherwise acting in breach of these Terms;
d) Hygglo considers that a User does not have adequate creditworthiness;
e) a User behaves in a threatening, abusive, discriminatory, or otherwise inappropriate manner towards other Users, Hygglo staff or third parties;
f) a User acts in a manner that could harm Hygglo’s reputation;
g) Hygglo considers that a User is abusing or attempting to defraud Hygglo’s insurance and/or guarantee arrangements;
h) a User breaches insurance and/or guarantee terms;
i) Hygglo suspects unauthorised use of a User’s login credentials;
j) a User misuses the Service, for example by sending spam, unauthorised marketing or unwanted messages;
k) a User breaks the law or engages in illegal, misleading or harmful conduct; or
l) Hygglo considers that the User acts contrary to the intended purpose of the Service.
12.2
Users may request a review of a termination decision by contacting info@hygglo.com, and Hygglo will assess the request where appropriate under UK law.

- PERSONAL DATA
13.1
Use of the Service involves the processing of personal data for various purposes. Hygglo is the data controller for all processing of personal data carried out by Hygglo, or by a party acting on Hygglo’s behalf, within the scope of the Service. Personal data includes information that can directly or indirectly identify a person, such as a name or address. Hygglo’s contact details can be found at the end of this Section.
13.2
By accepting these Terms, Users consent to Hygglo processing the following categories of personal data:
(i) contact details such as name, email address, telephone number, address and national identification number (where applicable);
(ii) payment details such as debit or credit card information or bank account details for payouts;
(iii) location information such as geographic coordinates;
(iv) detailed rental history, including receipts and timestamps;
(v) IP address;
(vi) User information relating to interactions with the Service;
for the purposes listed in Section 13.3.
13.3
Hygglo may use, compile, process and analyse the information described in Section 13.2 for the following purposes:
(i) Contact details are used to create a Hygglo account and to create a Listing.
(ii) Payment details are used to process payments for rentals and to make payouts to Lenders.
(iii) Location information is used to display items available near the User or near a selected location.
(iv) Rental history is used to present historical data to the User and to calculate response frequencies and average response times.
(v) IP addresses are used to establish accounts with Hygglo’s payment provider, Stripe.
(vi) Personal data may also be processed to administer User accounts, for marketing of Hygglo or its partners, to analyse usage, to ensure technical functionality and to meet legal obligations.
13.4
Users have the right, free of charge, to request information and receive a copy of the personal data processed by Hygglo concerning them. Users also have the right to request correction, deletion or restriction of personal data that is inaccurate.
13.5 – Recipients of your personal data
Hygglo may share your personal data with:
(i) UK police or other competent authorities in connection with criminal investigations or legal obligations;
(ii) Stripe, Inc. for payment processing;
(iii) Hygglo’s insurance partner(s) or guarantee provider(s), as applicable from time to time;
(iv) Heroku, Google Cloud Services, Amazon Web Services or their successors for hosting and infrastructure;
(v) Intercom (or its successors) for customer support management;
(vi) Customer.io (or its successors) for email communications including booking confirmations and onboarding messages;
(vii) LINK Mobility International (or its successors) for SMS notifications;
(viii) IT consultants engaged for system maintenance or development;
(ix) other third-party service providers acting as processors subject to contractual data protection obligations.
Where data is shared with a processor, Hygglo enters into data processing agreements imposing strict rules on confidentiality, security and permitted processing.
13.6 – Your rights & contact details
If you have questions or objections regarding Hygglo’s handling of personal data, please contact:
Email: info@hygglo.com
Address: 85 Great Portland Street, First Floor, London, W1W 7LT, United Kingdom
13.7
Hygglo processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Users may also lodge complaints with the Information Commissioner’s Office (ICO) if they believe their data has been processed unlawfully.

- INTELLECTUAL PROPERTY
Unless otherwise stated in these Terms or within the Application, all intellectual property rights in the Service and Application — including copyright, trademarks, trade names, design elements, content, software, and know-how — belong to Hygglo or its licensors. Users may not distribute, license, modify, copy or otherwise use any content from the Application beyond what is necessary to use the Service, unless permitted by mandatory law or with Hygglo’s prior written consent.

- RIGHT OF WITHDRAWAL
By accepting these Terms, you request that the Service be made available to you immediately. You therefore acknowledge that your statutory right of withdrawal under UK consumer law ends once the Service has been fully performed.
The Service is considered fully performed as soon as a booking of an item has been confirmed. The same rules apply to any add-on services.
15.1
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, digital and service-based contracts may lose the right of withdrawal once the consumer expressly requests immediate performance. By using Hygglo, you explicitly agree to this.

- OTHER PROVISIONS
16.1
The Application is intended for Users accessing the Service from within the United Kingdom unless otherwise specified.
16.2
Users accessing the Application from outside the United Kingdom are responsible for compliance with applicable local laws where relevant.
16.3
If any provision of these Terms is found to be illegal, invalid or unenforceable, the remaining provisions will continue in full force and effect.
16.4
These Terms constitute the entire agreement between Hygglo and the User regarding use of the Service and replace all prior agreements or representations relating to this subject matter.
16.5
These Terms are governed by and shall be interpreted in accordance with the laws of England and Wales.

- DISPUTE RESOLUTION
If a dispute arises between Hygglo and a User in connection with these Terms or otherwise, the parties shall first attempt to resolve the dispute informally.
If the parties cannot reach an agreement, the dispute may be referred to an appropriate UK Alternative Dispute Resolution (ADR) body, if applicable. Hygglo will participate in ADR where required by law.
If ADR is not available or the parties do not agree to use it, the dispute shall be resolved by the courts of England and Wales, with London courts having exclusive first-instance jurisdiction.
17.1
Consumers may also access the UK government’s dispute resolution information portals for further guidance.