Updated October 21, 2022
Elephant Please’s Resolutions Policy describes how the Resolutions Team of Elephant Please Limited (“Elephant Please”), processes disputes and allocates the deposit made by the renter. Elephant Please Limited reserves the right of final decision and interpretation of this policy and its relevant process.
Please take a moment to familiarise yourself with our resolution process and practices, accessible via the headings below and contact us if you have questions.
At Elephant Please, we strongly believe in trust in the Elephant Please community. For that reason, we trust that members of the community will entrust all users to respectfully and responsibly use items rented from this platform. As a last resort, if members of the community are found to exploit this mutual trust, at our discretion, Elephant Please may remove the user from the platform, for a certain period of time, or lifetime.
Even though a resolutions process is present, we encourage lenders and renters to first attempt to resolve disputes among themselves. Only if a solution is not achieved, shall Elephant Please mediate, intervene and make a decision.
At Elephant Please, we hope that all users of the platform have an enjoyable experience. However, if the dispute cannot be resolved and the Resolutions process is required to be initiated, the following rules are to be adhered to by all users.
In all dispute cases, our decision shall be final and conclusive.
We understand this process may cause inconvenience, however, it is to protect both lenders and renters, and keep this community safe. Thank you for your kind cooperation.
At Elephant Please, we strongly believe in trust. Therefore, we encourage users (lenders and renters) to resolve the dispute among themselves, via Elephant Please’s secure inter-platform communication system. If reasonable attempts to resolve the dispute are not to be seen in Elephant Please’s secure inter-platform communication system, the Resolutions process cannot be initiated.
In order to initiate a dispute request, the lender and case must meet the following prerequisites:
The lender shall initiate the dispute within 72 hours, after the order has been closed, by initiating a dispute on Elephant Please with the following information and fulfil the following requirements:
1. Lender provided False information/description of the item
2. Poor conditions of the returned item including: wear and tear, marks, fading colors, cleanliness
3. Alteration of component of returned item without prior consent
4. Alternation of configuration of returned item without prior consent
5. Missing component of returned item
6. Damage leading to malfunction wholly or partially
7. Missed agreed outward or return delivery date/time
The Resolutions Team will review the request and will make one of three following actions:
After the lender initiates a dispute, the Resolutions Team will conduct a preliminary review of the reason(s) and supporting evidence. If the Resolutions Team is satisfied that there is prima facie evidence supporting the dispute, a response will be requested from the renter on Elephant Please, a reminder will be sent via email.
The request sent to the renter will be on Elephant Please, a reminder will be sent to the registered email address of the renter, the email address used at the point in time when the order was placed. The request will include:
The Resolutions Team will review the response and will make one of three following actions:
The renter and lender agrees that the decision made by Elephant Please is final and conclusive.
To make sure your personal data is secure, we communicate our privacy and security guidelines to Elephant Please employees and strictly enforce privacy safeguards within the company. We never share your personal information with third parties. Please make sure to only respond to requests on Elephant Please. Our staff will never for your personal information via email. However, to receive relevant emails, please be reminded to whitelist our domain (***@elephantplease.com).
This Resolutions Policy shall be governed by and construed in accordance with the laws of Hong Kong, Special Administrative Region of the People's Republic of China. If you use this site from outside the Hong Kong Special Administrative Region of the People's Republic of China, you are entirely responsible for compliance with applicable local laws, including but not limited to the export and import laws of other countries in relation to the materials and third-party content.
The parties irrevocably agree that the courts of the Hong Kong Special Administrative Region of the People's Republic of China shall have exclusive jurisdiction. A person who is not a party to the Resolutions policy has no right to enforce any terms of this policy under the Contract (Rights of Third Parties) Ordinance (Cap. 623).
If any term(s) of these Resolutions Policy is declared illegal, invalid or unenforceable, the illegality, invalidity or unenforceability of such term(s) shall not affect the legality, validity and enforceability of any other terms of these Resolutions Policy, and shall continue to be valid. All interpretations of these terms in the Resolutions policy shall be at the sole and absolute discretion of Elephant Please.
Rest assure, Elephant Please has got your back! We have collected a Deposit for every rental, the lender specifies this amount. In addition, those who have not verified their phone number with us have an HKD2000 limit on the market value of a single rental.
1. If the renter does not return the item lent out by the end of the rental period, please first check "My Items" to see if the rental period has been extended.
2. If the rental period has not been extended, please attempt to contact the renter.
3. If the renter cannot be contacted, please "Initiate a dispute" via "My Items". We will follow through with the Resolution Policy.
Please attempt to contact and settle the dispute with the renter first.
If there is anything wrong with the item returned, the lender must "Initiate a dispute" within 72 hours after the last day of the rental period.