Hemhop student rental policy — proposed launch rules

Prepared October 19, 2026. These are product rules for review by HISS LLC's counsel, insurer and tax adviser before paid rentals open. Saving a preference or accepting a price offer currently makes no reservation and moves no money. Mandatory consumer rights and Stripe's card-dispute process still apply.

A clear price before committing

For new rentals the recommended commission is 14% of the owner's rental earnings plus a 3% borrower service fee, with no $3 minimum. For a $35 rental the borrower pays $36.05 before applicable tax; the owner receives $30.10 before Stripe processing and cleaning; Hemhop earns $5.95 before its costs. Under an illustrative domestic-card rate of 2.9% plus 30¢ on $36.05, processing is approximately $1.35 and the owner's remaining amount is $28.75 before cleaning and tax. Actual Stripe pricing, payment method and refund costs can differ. This is an example, not a profitability promise.

Ordinary cleaning is included in the advertised rental price and handled by the owner. Show the complete rental, service fee, optional services and tax before payment. A new fee schedule must not rewrite an existing order's accepted price or terms. Purchases have a separate fee schedule. A profile budget is a private planning preference, not a wallet, credit facility or spending guarantee.

Offers

Owners choose whether to accept offers and select a minimum of 50–100% of the listed rental amount for the requested dates; the default minimum is 70%. A borrower sees the full proposed price including the service fee. Offers expire and may be accepted, declined or withdrawn. Acceptance is a price agreement until availability, the complete terms and a successful checkout are separately confirmed. A failed or expired payment never creates a booking.

Pickup, condition and fit

Agree on a public pickup location and return time. Avoid posting home addresses publicly. Both parties should privately record clear, dated garment-condition photographs at handoff and return, including any existing marks. Garment evidence must not include a person's body or identifying documents.

Owners may opt into a fit refund before checkout. For this optional benefit the borrower reports a fit problem within four hours of pickup, tries the item on carefully, leaves tags attached, does not wear it to an event or wash it, and arranges return within 24 hours of pickup. The owner verifies timely return and condition. The proposed remedy is a refund of the rental price and associated Hemhop service fee; tax must be adjusted lawfully. The owner's processor may retain processing fees. No one should promise an automatic or instant refund before the payment provider confirms it. Courier costs already properly performed may be nonrefundable if clearly disclosed and lawful. Misdescription, an unsafe item or nondelivery is handled separately; the owner's fit-refund opt-out does not remove statutory remedies.

Extensions and late returns

Borrowers can request three or four additional days before the due time. The owner must approve and the dates must be available. The proposed extension base is the agreed original rental base divided by the original number of days, multiplied by the added days, rounded once to cents. Apply the same rental commission to that extension. Display the updated return time and complete price and obtain consent before any new payment. Total rental duration is limited to 30 days. Declining an extension leaves the original return time in effect.

Late compensation is owner opt-in and must be disclosed and accepted before the rental. There is a 24-hour grace period after the agreed return time. After grace, each started late day is priced at the original agreed rental base divided by the larger of seven or the original rental days, rounded to cents. Compensation is limited to seven days and never exceeds the original rental base. Hemhop takes no commission on this compensation. Send a polite reminder with the due time, reported return status and a way to respond. The owner cannot create a fee merely by sending a notice. Exclude delays caused by an owner refusing an agreed return or a documented courier failure after timely handoff, and allow emergencies and disputed facts to be reviewed. Avoid duplicate late compensation and loss/replacement awards for the same period. These rules do not silently debit a saved card.

Cleanliness and optional services

Owners supply items clean, dry, odor-free and suitable to wear, with material care instructions and disclosed defects. Borrowers keep items away from smoke, strong fragrance, pets and spills, and return them dry with all accessories. Ordinary use and normal cleaning are the owner's operating cost. Borrowers should not wash, bleach, alter or dry-clean an item without the owner's written approval: a well-intentioned treatment can damage it.

The owner may identify a preferred cleaner. A borrower can request an optional premium cleaning service before checkout; both parties must agree to the provider, care method, price and timing. The proposed Hemhop coordination fee is 5% of that optional service, capped at $1 and disclosed separately. This fee is only appropriate once Hemhop actually arranges a supported service. Merely naming a cleaner does not create a booking or authorize a cleaning surcharge. A normal return never creates a new undisclosed cleaning charge. Extraordinary stains require condition evidence and a reasonable itemized professional estimate or receipt under the damage process.

Courier preferences are planning information until a provider has been verified and a real booking integration is available. Students arranging their own courier contract and pay directly with that provider. Hemhop must not invent courier availability, insurance, delivery guarantees or partnerships. A future coordination fee needs separate disclosure and economic review. Document each custody handoff; a courier's fault should not automatically be attributed to the borrower or owner.

Damage, missing pieces and loss

Ordinary wear is not chargeable damage. Report a problem promptly, preserve the item and garment-only condition evidence, and let the other party respond. Identify the specific new stain, tear, rip or missing accessory and compare the agreed pickup condition with the return condition. Obtain a reasonable professional cleaning/repair estimate before demanding replacement. Do not require a borrower to buy an item merely because an owner says it is unreturnable.

The proposed maximum award is the lower of a documented reasonable repair cost and the item's documented current fair value, less compensation already paid for that damage. If repair is impossible or the item is lost, documented current fair value is the ceiling. Use comparable used items, age, condition and purchase evidence; original retail price alone is insufficient. Account for salvage value and any insurance/provider recovery to prevent double recovery. Agree who retains the damaged garment if a total-loss settlement is reached. Hemhop takes no damage or replacement commission. A voluntary purchase is a separate, explicit agreement; there is no automatic purchase or stored-card charge.

Parties can first agree in writing on no payment, cleaning, repair, a capped settlement or a voluntary purchase. If they disagree, Hemhop may review evidence, facilitate communication and act on account access under its published policy. It does not promise insurance, guaranteed compensation, a legal adjudication or immunity from its own obligations. A customer may still use lawful consumer remedies or a card dispute. A seller's Stripe Dashboard controls its refunds and card disputes in the selected seller-controlled model, subject to Stripe's rules; this does not eliminate Hemhop's own contractual, tax, privacy or marketplace duties.

Safe participation and review

Use factual, private messages. Body shaming, harassment, fabricated evidence, threats and retaliation are prohibited. Complaint counts alone are not proof of wrongdoing. Account restrictions require documented reasons, proportionate review and a route to appeal; urgent safety measures may precede a full review. Preserve participants' rights to return garments, receive money already owed, obtain necessary records and appeal even when new rentals are suspended. Payment recovery is never a substitute for a fair review.

Contact support@hemhop.com for human support, or report a technical problem. Support mail is routed to the two approved owners. Avoid sending passwords, sign-in codes, identity or bank documents, and body photographs. Read our pilot privacy notice.

Policy version 1 · proposed paid-launch rules. Paid rentals remain unavailable during pilot testing.