If a lender and borrower cannot reach an agreement on a rental dispute, Fat Llama’s Resolutions Team steps in to mediate. Their role is to examine all available evidence and reach a fair resolution.
If your rental case is escalated to the Resolutions Team:
You will be assigned a Resolutions Case Manager who will work with both parties.
They will gather time-stamped photo/video evidence, written statements, and supporting materials to assess liability.
Cases must be reported within 24 hours of the rental end date.
Lender Claims & Guarantee Coverage
If you are a lender making a claim under Fat Llama’s Lender Guarantee, your case manager will submit it for review.
The Claims Team typically takes around two weeks to assess the case and will notify you by email.
If your claim is approved, you will be asked for your bank details, and the payment will be included in the next scheduled payment run.
Borrower Liability
Borrowers are responsible for the proper care and return of rented items. However, they are not automatically liable for accidental loss or damage. Liability may be assigned if the damage results from:
Negligence or carelessness
Forgetfulness
Improper use
Lack of necessary skills or experience to operate the item
Theft
Fat Llama’s Lender Guarantee provides protection for lenders, covering repair costs, replacement value, or original value (with depreciation applied), whichever is lower, provided the criteria are met.
If you are a borrower and require additional coverage, you are welcome to take out your own insurance policy.
Most Cases Are Resolved Within 24 Hours
The majority of disputes—especially those related to repairs or replacements—are settled directly between lenders and borrowers. When both parties reach an agreement, it is often quicker and more cost-effective for the borrower. Most cases are resolved within 24 hours.
Can I Appeal a Decision?
The Resolutions Team’s decision is final. Each case is carefully reviewed to ensure a fair and balanced outcome.