Terms of Service

Itemo Ltd Terms of Service

Last updated: May 2026

1. Introduction

Welcome to Itemo Cambridgeshire, operated by Itemo Ltd (Company number: 16549677, registered office: 27 Pemberton Walk, Bury St Edmunds, IP33 2PE, email: team@itemo.co.uk) ("we", "us", "our"). Itemo provides an online platform that allows users to create a profile, list, and hire items from one another.

Itemo acts solely as a facilitator.
All rental agreements are made directly between Owners and Renters.
Itemo is not a party to any rental contract.

By creating an account, listing an item, or renting an item, you agree to these Terms of Service.

In these Terms of Service, the following definitions apply:

"Booking" means a confirmed reservation of an item made through the Platform by a Renter.
"Owner" means an Itemo user who lists items on the Platform for Renters to hire.
"Platform" means the Itemo website, mobile application, and associated digital services.
"Renter" means an Itemo user who hires items from Owners through the Platform.
"Service Fee" means the fee charged by Itemo for use of the Platform, as set out in Section 8.
"Wallet" means the digital account balance held by Itemo on behalf of an Owner, from which funds may be withdrawn.

These Terms of Service should be read alongside Itemo's Privacy Policy, Listing Policy, and Dispute Resolution Policy, which are available on the Platform and form part of the agreement between you and Itemo.

If you are a consumer, you have certain statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in these Terms affects your statutory rights.

2. Eligibility for use

You must:

be at least 18 years old;
be legally capable of entering binding contracts; and
not be suspended or removed from Itemo.

Individual Owners must complete Didit Identity Check onboarding, and Business Owners must complete Company Stripe Connect onboarding before their items are visible to renters.

Renters must pass Itemo's age and identity checks, which include:

date of birth confirmation;
a valid payment method;
duplicate account screening; and
additional verification if requested.

Individual Owners must complete Stripe Connect onboarding in order to withdraw their funds. Itemo reserves the right to request additional verification at any time to maintain platform safety and compliance.

3. The Itemo Platform

Itemo provides:

functionality of the platform for listing creation and publication tools;
manual and automated listing moderation;
search and discovery;
secure payment processing;
rental scheduling;
communications between users;
deposit handling;
dispute resolution regarding deposits;
adherence to data protection (UK GDPR); and
compliance with UK regulatory requirements.

Itemo does not:

own or manage any listed items;
guarantee item condition or legality;
partake in the exchanging of items;
provide insurance;
guarantee availability, accuracy, or suitability of items; or
take responsibility for user behaviour.

Itemo does not guarantee uninterrupted or error-free operation of the Platform and may suspend access for maintenance, security, or operational reasons.

4. User Accounts

Users are responsible for:

listing items that are legal according to UK law;
respecting and treating items responsibly and collecting/returning items on time;
ensuring accuracy of the information they provide;
ensuring items are safe and fit for intended use;
keeping their login credentials secure;
ensuring payment methods are valid;
keeping item availability updated;
meeting renters for agreed handover and returning items in safe and appropriate settings;
completing checklists accurately;
communicating promptly and respectfully, including reporting any issues;
reporting any misuse or safety concerns;
supporting the user experience by rating and reviewing other users honestly;
not attempting fraud or chargeback abuse;
ensuring they comply with all laws; and
complying with all other Itemo policies.

Itemo reserves the right to remove or moderate reviews that breach its policies or are misleading, abusive, or unlawful. Itemo may suspend or terminate accounts that breach these terms.

5. Listings

All listings must:

be accurate, honest, and complete;
represent the actual item available;
ensure that the items listed are owned by the user listing the item;
not include prohibited items (see Itemo Listing Policy for further details);
pass Itemo's manual review; and
comply with all applicable laws.

Itemo does not verify ownership of listed items and relies on Owners' representations. Itemo may remove, amend, or refuse any listing at its discretion.

6. Business Owners and Additional Hire Terms

Business Owners are users utilising the business profile feature on the Platform. Business Owners must ensure that their listings, items, hire practices, charges, terms, and communications comply with all applicable laws and regulations, including consumer protection, product safety, health and safety, tax, insurance, and data protection laws.

Business Owners may provide additional hire terms, conditions, instructions, or policies for Renters to review before making a Booking ("Additional Hire Terms"). Additional Hire Terms apply solely to the hire relationship between the Business Owner and the Renter and do not create any contractual relationship between Itemo and the Renter. It is the responsibility of the Business Owner to ensure that any Additional Hire Terms are made available to the Renter through the Platform or otherwise communicated to the Renter before a Booking is confirmed.

Additional Hire Terms must be lawful, fair, transparent, and consistent with these Terms and all Itemo policies. Additional Hire Terms must not:

remove or restrict a Renter's statutory rights;
impose hidden, unfair, or misleading charges;
require payment outside the Platform or seek to circumvent Itemo's communication, booking, or payment systems;
contradict Itemo's booking, payment, deposit, cancellation, refund, dispute, review, moderation, or account processes; or
state or imply that Itemo is a party to the hire contract between the Business Owner and the Renter.

If there is any conflict between these Terms, any Itemo policy, and any Additional Hire Terms, these Terms and Itemo's policies shall take precedence in relation to the use of the Platform, including bookings, payments, Service Fees, deposits, cancellations, refunds, disputes, reviews, communications, account suspension, and enforcement.

Business Owners are solely responsible for their Additional Hire Terms, listings, items, and legal compliance. Itemo may review, reject, remove, suspend, or require changes to any Additional Hire Terms, listing, or account where Itemo reasonably considers that they are unlawful, unfair, misleading, unsafe, inconsistent with these Terms, or likely to expose Itemo, its users, or third parties to legal, regulatory, safety, reputational, or operational risk. Any review or moderation by Itemo does not make Itemo responsible for the Business Owner's items, services, conduct, or Additional Hire Terms.

Nothing in this section affects any statutory rights available to Renters under applicable law.

7. Booking, Payment, and Deposits

7.1 Booking

When a renter books an item:

The rental fee and any optional deposit set by the Owner are submitted for payment.
No item may be handed over until the booking is confirmed.

Consumer Cancellation Rights:

If you are a consumer, you have the right to cancel your booking within fourteen (14) days of making the booking without giving any reason, provided that the rental period has not yet commenced and the item has not been collected. To exercise your right to cancel, you may cancel your booking directly via the platform. Alternatively, you may inform us of your decision by a clear statement (e.g. by email to team@itemo.co.uk).

If you cancel within the 14-day cancellation period (and before the rental period has commenced), we will refund all sums you have paid in respect of the booking (including any rental fee, Service Fee and deposit) without undue delay and no later than fourteen (14) days after we are informed of your cancellation decision to your Itemo wallet.

If you cancel after the 14-day cancellation period has expired but more than forty-eight (48) hours before the rental period begins, you will receive a full refund.

If you cancel after the 14-day cancellation period has expired and within 48 hours of the rental start time, 50% of the rental fee will be refunded. No refunds will be given once the rental period has started or the item has been collected. You may lose your right to cancel if the rental service has been fully performed with your prior express consent and acknowledgement.

7.2 Collection

At collection, the Renter has the option to fill in a collection checklist on the Itemo app, confirming:

each item is as described;
each item is in working order;
there is no visible damage;
upload 1-3 photos; and
that they accept responsibility for it.

If you choose to skip the checklist, you may have less evidence to support your position in the event of a dispute about the item's condition. Alternative evidence (such as photos or messages) may be submitted in disputes. Completing the checklist confirms that the Renter accepts responsibility for the item during the rental period, subject to these Terms and applicable law.

7.3 Deposit Handling

Deposits are optional. If an Owner chooses not to set a deposit, the Owner bears full responsibility for any issues, loss or damages to the item.

If a deposit is set:

If there is an issue reported via the return checklist, the Owner has the opportunity to deduct funds from the deposit.
The Renter is responsible for loss or damage up to the deposit amount.
If any deposit deduction is charged, the Renter has the opportunity to accept or dispute the deposit request.
If a deposit request from the Owner is disputed by the Renter, this is forwarded to the Itemo team. Itemo acts as a neutral stakeholder in relation to deposits and does not provide insurance or compensation.
Any loss exceeding the deposit remains the Owner's responsibility.

Itemo's decision regarding deposit disputes is made in good faith based on the evidence provided. This decision is final within the Platform's internal dispute resolution process, but does not affect your right to pursue the matter through the courts or other dispute resolution services, including any statutory rights available under UK law.

7.4 Completion

When the rental concludes:

The rental fee, minus Itemo's service fee, is added to the Owner's Itemo Wallet.
Owners may withdraw funds at any time.
Deposits are refunded to Renters minus any authorised deposit deductions.

8. Service Fees

Itemo charges Owners an 18% service fee on each booking, inclusive of payment processing fees. This fee is deducted from the Owner's earnings. The service fee exists to cover Itemo's secure payment handling and processing, platform maintenance, customer support, and the development of new features to improve the user's experience.
Itemo will give you at least thirty (30) days' advance notice of any change to the Service Fee by email or prominent notice within the Platform. If you do not agree to a fee increase, you may terminate your account without penalty before the change takes effect.

9. Prohibited Conduct

Users must not:

list or rent prohibited items (as per the Itemo Listing Policy);
upload harmful, illegal, or fraudulent content;
harass or abuse other users;
attempt to bypass Itemo systems;
interfere with platform safety mechanisms;
post misleading or incorrect information; or
misuse deposits or make bad-faith claims.

10. Disputes

10.1 Between Users

Itemo is not a party to rental contracts.
Owners and Renters should attempt to resolve disagreements directly via secure messaging and using the deposit function.

10.2 Deposit Disputes

If users cannot agree on a deposit amount:

Itemo's dispute team will review evidence and decide the deposit outcome.
Itemo may contact users directly to ask further questions and may request further evidence including photos, messages, and checklists.

Users may submit complaints to team@itemo.co.uk.

11. Liability

Subject to the limitations below, Itemo is not liable for:

Loss, theft, or damage to any item listed on the Itemo platform
Injury, harm, or damages resulting from item use
User disputes
Inaccurate listings
Failed or cancelled transactions
Any indirect or consequential loss (except where such exclusion is prohibited by law)

Owners are responsible for providing safe, legal items. Renters are responsible for safe usage during the rental period.

To the maximum extent permitted by law, and except in respect of the matters set out below, Itemo's total liability arising out of or in connection with the Platform shall not exceed the greater of (a) the total service fees paid by the user to Itemo in the twelve (12) months preceding the claim, or (b) £250.00.

To the extent permitted by law, users agree to indemnify and hold harmless Itemo from any claims, losses, damages, liabilities, and expenses (including reasonable legal fees) arising from their breach of these Terms, misuse of the Platform, violation of law, or infringement of any third party rights, provided that this indemnity shall not apply to the extent that any such claim arises from Itemo's own negligence or breach of these Terms.

Nothing in these Terms shall limit or exclude Itemo's liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; (c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982; or (d) any other liability that cannot be limited or excluded under applicable law.

12. Account Suspension & Termination

Itemo may suspend or terminate your account:

(a) immediately, if you have committed a serious breach of these Terms (including any of the grounds listed below) or where immediate action is required for safety, legal, or fraud reasons; or

(b) on giving you at least seven (7) days' prior written notice for any other reason.

On termination, any balance held in your Wallet will be released to you, less any amounts (i) owed by you to Itemo or to other users that are undisputed, or (ii) reasonably retained by Itemo pending resolution of an outstanding dispute, and any Service Fees relating to services not yet provided will be refunded. This does not affect any ongoing rental transactions, which will be completed or resolved in accordance with these Terms (including the Dispute Resolution Policy), or your statutory rights as a consumer. Where your account is suspended (rather than terminated) and the suspension continues for more than thirty (30) days without resolution, you may terminate your account and receive a refund of any Service Fees for services not yet provided. Grounds for suspension or termination include:

Illegal content
Fraud or attempted fraud
Prohibited items
Abusive behaviour
Repeated violations of policy
Safety risks
Any action harmful to Itemo or its users

A three-strike policy applies to minor violations. Serious violations result in immediate removal.

You may terminate your account at any time by contacting us at team@itemo.co.uk. Upon termination of your account (whether by you or by us), any funds held in your Wallet will be released to you, less any amounts owed to Itemo or to other users in respect of outstanding disputes or transactions.

If your account is suspended or terminated, you may appeal the decision by contacting team@itemo.co.uk within fourteen (14) days, providing any relevant information or evidence in support of your appeal. Itemo will review appeals and respond within ten (10) working days.

13. Changes to Terms

Itemo may update these Terms from time to time. We will give you at least thirty (30) days' advance notice of any material changes by email to the address associated with your account, or by prominent notice within the Platform. Material changes will take effect on the date specified in the notice, which shall be no sooner than thirty (30) days after notice is given, unless required by law.

Continued use of Itemo after the effective date of any changes constitutes your acceptance of the revised Terms. If you do not accept any changes, you must stop using the Platform and may close your account.

14. Governing Law

These Terms are governed by the laws of England and Wales.
Disputes may be brought before UK courts. The courts of England and Wales shall have exclusive jurisdiction.
No third party shall have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce these Terms.

15. Intellectual Property

All intellectual property rights in the Platform (including its design, text, graphics, software, and other content) are owned by or licensed to Itemo. You may not copy, modify, distribute, or create derivative works from any part of the Platform without our prior written consent. By uploading content to the Platform (including listing descriptions, photographs, and reviews), you grant Itemo a non-exclusive, royalty-free, worldwide licence to use, reproduce, modify, and display that content for the purpose of operating and promoting the Platform. You retain ownership of your content and are responsible for ensuring you have the necessary rights to upload it.

16. Force Majeure

Itemo shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond Itemo's reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, riots, government action, power failures, internet or telecommunications failures, or cyberattacks. In such circumstances, Itemo's obligations shall be suspended for the duration of the event. Any affected Bookings will be paused and, if cancelled by the user as a result, all sums paid (including any Service Fee and deposit) will be refunded within fourteen (14) days. If the event continues for more than thirty (30) days, either party may terminate any affected Booking without penalty. Nothing in this Section affects your statutory rights as a consumer.

17. Complaints

If you have a complaint about the Platform or our services, please contact us at team@itemo.co.uk. We will acknowledge your complaint within five (5) working days and aim to provide a full response within fourteen (14) working days. If you are not satisfied with our response, you may, as a consumer, refer your complaint to a certified alternative dispute resolution (ADR) provider. Itemo is not currently obliged to use, and has not committed to use, any particular ADR scheme, but will consider in good faith any reasonable request to engage with a certified ADR provider. Nothing in this Section affects your right to bring proceedings in the courts.

18. Contact Us

If you have any questions about these Terms, please contact us at the address set out in Section 1 above, or by email at team@itemo.co.uk.