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.

Our Terms of Use and Privacy Policy apply to this policy.

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.

What is Resolutions

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.

1. Lender initiates a dispute
2. Renter responds to a dispute (if dispute has prima facie evidence)
3. Elephant Please will arrive at a decision

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.

General rules

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.

• Respect members of the community
• Ensure email from our domain is not blocked (@elephantplease.com)
• Respond to requests for information in a timely manner
• Provide supporting evidence (if applicable)

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.

Pre-Resolutions

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.

Lender initiates a dispute

In order to initiate a dispute request, the lender and case must meet the following prerequisites:

• The lender must be a user of Elephant Please, with a valid account in good standing
• The last day of the period of rental of the order must be within 72 hours, or when the item is returned (whichever is later).
• The lender must declare that they do not personally know the renter or have not had explicit communication, prior to the order of this specific rental, or previous orders with the same lender, whichever is earlier.

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:

• Confirm that the unique order identifier on the dispute is the concerned one
• Reason(s) of dispute: Elephant Please will resolve disputes with reasons including :

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

• Supporting evidence (if applicable)
• Amount of compensation requested (in HKD) 
• In any case the amount of compensation requested should not exceed the amount of deposit held by Elephant Please.
• If the lender deems the amount of compensation is insufficient, the lender shall pursue any legal action at its own cost.

The Resolutions Team will review the request and will make one of three following actions:

• Request for additional information
• Deny the dispute request due to lack of ground
• Proceed with the request

Renter responds to a dispute

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:

• Unique order identifier
• Amount of compensation requested by the lender
• Reason(s) for dispute
• Supporting evidence (if applicable)
• Request to respond to the accusations
• Deadline for submitting the response (at least 7 calendar days, from the date the request was issued to the renter)
• If the renter does not respond by the deadline, the renter automatically confirms the amount of compensation requested by the lender, and authorises Elephant Please to pay to the lender such amount using such deposits maintained by Elephant Please.

Elephant Please will arrive at a decision

The Resolutions Team will review the response and will make one of three following actions:

• Deny request
• Request for additional information
• Proceed with the request

The renter and lender agrees that the decision made by Elephant Please is final and conclusive. 

Commitment to Your Privacy

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).

Applicable Law

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.