Terms of Service

1. About these terms

These terms are an agreement between you and Lumo Rentals Private Limited ("Lumo", "we", "us"), a company incorporated in India (CIN U77100KA2025PTC199038, GSTIN 29AAGCL1771N1ZY). Its registered and principal place of business is First Floor, Khata No 235, Site No 13, Varthur Main Road, Munnekolala, Bengaluru Urban, Karnataka 560037.

They apply when you use the Lumo app, the website www.lumo.rentals, or any Lumo service (together, "Lumo"). By creating an account or using Lumo, you accept these terms and the policies they link to:

• Cancellation and Refund Policy
• Deposit and Damage Policy
• Host Terms (for anyone who lists)
• Prohibited Items Policy
• Delivery Terms
• Privacy Policy

If a linked policy and these terms differ on a topic, the linked policy wins for that topic.

These terms are an electronic record under the Information Technology Act, 2000 and need no signature.

2. What Lumo is

• Lumo is an online marketplace. People ("hosts") list things they own for rent, and other people ("renters") rent them. A host can be an individual or a registered business.
• The rental agreement is between the renter and the host. Lumo does not own, inspect in person, store or rent out the items listed by hosts. Lumo provides the platform, verifies identities, screens listings, takes payments, holds deposits, reviews disputes and supports both sides.
• Lumo is an "e-commerce entity" running a marketplace under the Consumer Protection (E-Commerce) Rules, 2020, and an intermediary under the Information Technology Act, 2000 for content that users post.
• Lumo runs in India only. Bazaar (everyday items) is live in Bengaluru first. Other cities are added in the app as they open.

3. Accounts

• You must be 18 or older and able to enter a binding contract under Indian law.
• You sign in with your mobile number and a one-time password (OTP). Keep your phone and OTPs to yourself. You are responsible for what happens in your account.
• One person, one personal account. Do not create accounts for someone else or share yours.
• Give true and current information and keep it up to date.
• A business acts through its own business account, which is managed by verified people (section 14).

4. Identity verification

To keep both sides safe, Lumo verifies renters before they book and hosts before they are paid.

• Individuals: Aadhaar number, PAN and the Aadhaar–PAN link, and a live selfie while Lumo has that check switched on. These checks run through our verification partners SurePass and Cashfree.
• Hosts who are paid to a bank account: the account is checked with a ₹1 test deposit through Cashfree, and the name must match.
• Businesses: the company's PAN, GSTIN and a bank account in the company's name. The person who registers the business, and every team member, must first be verified as an individual.
• When: renters verify before their first booking: Lumo asks when you book, and you return to your booking once it is done. Renters are never asked for a bank account; deposit refunds go back to the original payment method by default. An individual host can list without verifying, but must be verified, and have added a payout destination, before receiving payouts; earnings are held until then. A business must be verified before its listings go live.
• Bazaar rentals do not need a driving licence.
• You consent to these checks on a "Before you verify" screen that explains what is stored and for how long (see the Privacy Policy). If a check fails or the details belong to someone else, Lumo may refuse, pause or close the account.

5. Listings

• Hosts must follow the Host Terms and the Prohibited Items Policy.
• Lumo screens listings automatically and by spot checks. Lumo may edit a listing's category, hide it or remove it if it breaks these terms or the law. Lumo does not guarantee that any listing is accurate. The host is responsible for it.
• Before a booking, a listing shows only the area the item is in, not the host's exact address.

6. Bookings

• A booking is for whole days. The listing shows the price per day (and any weekly or monthly price), the deposit, and whether pickup, delivery or both are offered.
• Checkout: you see the full breakdown before paying: rent, Lumo's convenience fee, any delivery charge, any coupon or wallet credit, and the deposit. Once you start checkout, the dates are held for a short time (currently 20 minutes) for you to pay. If you don't pay, the hold lapses and nothing is charged.
• A booking is confirmed when payment succeeds. The renter and the host are then told, and each can see the other's name, the pickup or delivery address, and a way to contact each other in the app.
• The rental clock starts when the renter actually receives the item (the pickup handover is confirmed, or the delivery is completed). It ends when the host gets the item back. The due-back time is the actual start plus the number of days booked.
• Extensions: a renter can ask to extend through the app. An extension is paid separately and follows the same cancellation rule.

7. Prices, fees and payments

• Rent is set by the host.
• Convenience fee: renters pay Lumo a convenience fee on top of the rent. It is shown at checkout before you pay.
• Delivery charge: if you choose delivery, the charge is shown at checkout and goes to whoever delivers (the host, or the delivery partner Lumo books).
• Deposit: see section 8.
• Lumo's commission from hosts is 15–20% of the rental amount only, never of the deposit or the delivery charge (see Host Terms).
• Payment is collected by our payment partner Cashfree Payments (cards, UPI, net banking and other methods shown at checkout). Lumo never sees or stores your card number, CVV, UPI PIN or banking password.
• Lumo Wallet credits and coupons can pay for rent and fees, but never the deposit. Credits used on a cancelled booking go back to the wallet in the same share as the refund. A coupon used on a fully refunded booking is restored.
• Prices are in Indian rupees and include taxes where the law requires them to be shown inclusive. The convenience fee includes GST. Where the law requires, Lumo collects tax at source under section 52 of the CGST Act and deducts TDS under section 194-O of the Income-tax Act on payouts to hosts, as the Host Terms explain.

8. Deposits

• The deposit is held by Lumo, not by the host, from the moment you pay until the item comes back.
• If the item comes back without damage, the whole deposit is returned to the renter.
• The host is paid from the deposit only if the host makes a claim when the item comes back (for damage, loss or overdue time) and Lumo upholds it after comparing the handover and return photos.
• If verified damage or loss is more than the deposit, the deposit is used first and the renter remains liable for the rest, up to the item's declared replacement value, through Lumo's dispute process (section 11).
• Full rules: Deposit and Damage Policy.

9. Cancellations and refunds

In summary (full rules in the Cancellation and Refund Policy):

Who cancels, and when	Renter gets back
Renter, 12 hours or more before the rental starts	Everything paid, less the transaction fee (2%) of the total paid
Renter, less than 12 hours before the start, or after the start but before handover	Everything except 10% of the rent and fees and the transaction fee (2%) of the total paid. The rest of the deposit comes back with it.
Host, at any time before handover, or the host never hands the item over	100% of everything paid (no transaction fee). If the host cancels less than 12 hours before the start, also a Lumo Wallet credit of 10% of the rent and fees, on the conditions in the policy
After handover	The booking can't be cancelled. Return the item instead.

A Bazaar rental "starts" at 00:00 IST on its first day, so the 12-hour line is 12:00 noon IST the day before. The transaction fee (2%) is the payment gateway's charge to Lumo for taking the payment.

10. Handover and return

• At handover, the host and renter confirm the handover in the app (a handover code or confirmation) and take photos of the item. The photos are the record of its condition. Check the item before you accept it. If something is wrong, say so in the app before you confirm.
• During the rental, the renter must take reasonable care of the item, use it only as intended, and not sell, pledge, sublet or lend it to anyone else.
• At return, the renter returns the item, with its accessories, by the due-back time, to the pickup point or as agreed in the app. Both sides take return photos, and the host confirms the return in the app.
• Late return: there is no hourly late fee. Time past the due-back time is charged at the listing's daily rate, pro-rated for part of a day. The host may claim it from the deposit through Lumo's dispute process.
• Not returned: if the item is not returned and the renter stops responding, Lumo may share the renter's verified details with the host and the police, and the host may pursue the renter for the item's value.

11. Damage, loss and disputes between renters and hosts

• The host must report any damage or loss through the app, with photos, at the return handover, before confirming the return. The renter must report any problem with the item at handover, before confirming receipt. Riders check the item when they collect it. Once a handover is confirmed, its condition can no longer be disputed.
• Lumo reviews the claim against the handover and return photos and the messages in the app, and asks both sides for their side. Lumo then decides how much of the deposit, if any, goes to the host. Lumo's decision on the deposit is final as far as Lumo is concerned. It does not stop either party from going to a court or consumer forum.
• Above the deposit: the deposit is applied first. If the verified damage or loss is more than the deposit, the renter remains liable for the remaining amount, up to the item's declared replacement value (shown on the listing). Lumo works out the amount through the same dispute process, with the handover and return photos as the evidence, and asks the renter to pay it.
• Normal wear and tear is not damage.

12. Prohibited items and conduct

You must not list or rent anything in the Prohibited Items Policy. You must not:

• give false information, use someone else's identity or documents, or make fake listings;
• take payments or deals outside Lumo for a booking made on Lumo;
• harass, threaten or discriminate against anyone, including riders and Lumo staff;
• post content that is unlawful, obscene, defamatory, invades someone's privacy, infringes intellectual property, or is otherwise barred by Rule 3(1)(b) of the IT (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021;
• scrape, reverse-engineer or overload Lumo, or get around its checks;
• use Lumo for anything illegal.

13. Delivery

Where a listing offers delivery, the item can be delivered by the host or by a delivery partner that Lumo books in the app (currently Borzo, and Lumo's own delivery partners where available). The charge and timing are shown in the app. Lumo does not promise free, instant or same-day delivery. See Delivery Terms.

14. Business hosts and teams

• A verified individual can register a business they own (company PAN, GSTIN and a bank account in the company's name). That person becomes the business's founder and first Owner.
• Owners can invite people by phone number as Owner, Manager or Staff. Each invitee must be verified as an individual. Roles decide what a member can do: Owners manage the team and money, Managers manage listings and bookings, and Staff handle handovers, returns and chat.
• Money settings (the payout bank account and business verification) can be changed only by the founder. Payouts go only to the business's verified bank account.
• Renters see only the business's name, shown as its GST trade name or an approved display name. They never see which team member acted.
• What a member does for the business binds the business. The business is responsible for its members.
• Business accounts open as Lumo switches them on.

15. Your content

• You keep ownership of the photos, descriptions, messages and reviews you post. You give Lumo a non-exclusive, royalty-free licence to host, show, adapt (for example resize or translate) and use them to run and promote Lumo, for as long as they are on Lumo and for a reasonable time after removal, so Lumo can keep records and resolve disputes.
• Reviews must be honest and about a real booking. Lumo may remove reviews that break these terms.
• Lumo uses automated systems (including AI models) to screen listing photos, suggest categories and prices, and answer questions. A person can review any automated decision on request.

16. No insurance

Lumo does not offer trip, rental or booking insurance of any kind. Neither side is insured by Lumo. What protects a booking is identity verification, the deposit held by Lumo, and the handover and return photos. Hosts may arrange their own cover.

17. Lumo's liability

• Lumo provides the platform "as is". We work to keep it available and accurate, but we do not guarantee that it will be uninterrupted or free of errors.
• Lumo is not a party to the rental and is not responsible for the quality, safety, legality or fitness of a listed item, or for what a renter or host does. The renter and the host are responsible to each other.
• To the extent the law allows, Lumo is not liable for indirect or consequential loss, lost profits, or loss caused by events outside our reasonable control (for example natural disasters, government action, or network or payment-system failures).
• To the extent the law allows, Lumo's total liability to you for any booking is limited to the convenience fee and commission Lumo earned on that booking. This limit never applies to money Lumo holds for you, such as your deposit, a refund or a payout, which Lumo always pays as these terms say.
• Nothing in these terms limits liability that cannot be limited under Indian law, including your rights under the Consumer Protection Act, 2019.

18. Suspension, closure and account deletion

• Lumo may warn you, pause listings, limit features, or suspend or close your account if you break these terms, if checks fail, if there are repeated complaints, or where the law requires. Where reasonable, we tell you why and give you a way to respond.
• You can delete your account in the app (Profile › Account) or by writing to support@lumo.rentals. Open bookings, payments, refunds, payouts and disputes must be settled first.
• After deletion, the account closes at once. Personal data is erased 30 days later and identity proofs 180 days later, as the Privacy Policy explains. Booking and payment records are kept without your personal details where the law requires.
• A deleted account is never reopened. Signing up again creates a new account.

19. Privacy

How we handle personal data is set out in the Privacy Policy. Only use another user's details for the booking they were shared for.

20. Changes to these terms

We may update these terms. We will post the new version with its effective date and, for material changes, tell you in the app or by message before they take effect. When the terms change materially, we ask you to accept the new version at your next sign-in or next checkout, whichever comes first, and record which version you accepted.

21. Law and disputes

• These terms are governed by the laws of India.
• Talk to us first: most problems are solved through support or the grievance officer (section 22).
• Subject to the next point, the courts at Bengaluru, Karnataka have exclusive jurisdiction.
• If you are a consumer, nothing here takes away your right to approach a Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

22. Contact and grievance officer

• Customer care (calls): 040-491-70880
• WhatsApp: 90352 45864
• Email: support@lumo.rentals
• Grievance Officer: Zahid Shaik, Grievance Officer, Lumo Rentals Private Limited, First Floor, Khata No 235, Site No 13, Varthur Main Road, Munnekolala, Bengaluru Urban, Karnataka 560037 · support@lumo.rentals

We acknowledge a grievance within 24 hours and resolve it within 15 days (IT Rules, 2021, Rule 3(2)). For consumer complaints about a purchase, we acknowledge within 48 hours and redress within one month at the latest (Consumer Protection (E-Commerce) Rules, 2020, Rule 4(5)). If you are not satisfied with a decision on content, you may appeal to the Grievance Appellate Committee under the IT Rules, 2021.

23. Vehicle rentals (legacy)

Lumo is winding down vehicle rentals. While vehicle bookings are still offered, they also follow the Vehicle Rental Annex. It covers the driving-licence check, the vehicle's registration, insurance and roadworthiness (the host's own vehicle insurance documents), vehicle cancellation slabs, fuel, tolls, challans and km limits, and accident reporting. If the annex and these terms conflict for a vehicle booking, the annex wins. Vehicle bookings end as announced in the app. This section will be removed after that.