Terms of Service

These Terms of Service ("Terms") govern access to and use of the Loueta platform, which connects private individuals who wish to rent, list for rent, sell, or buy pre-owned outfits and accessories ("the Platform"). By creating an account or using the Platform, you accept these Terms without reservation.

Member: any person registered on Loueta. Lister: a member who posts a listing to rent out or sell an item. Renter: a member who books an item. Listing: a page describing an item available for rent and/or sale. Booking: the rental of an item for a given period. Direct purchase ("Buy Now"): the outright, final purchase of an item, outside of any rental.

Loueta is a technical intermediary: the Platform connects private individuals and facilitates booking, payment, and communication between them, but is not the owner, custodian, or seller of the items listed. The rental or sale contract is formed directly between the Lister and the Renter; Loueta is not a party to that contract and is not responsible for the condition, conformity, or description of an item, which are the Lister's responsibility.

Registration is limited to natural persons who are adults (18 or older). Each member undertakes to provide accurate information, keep it up to date, and is responsible for keeping their login credentials confidential.

Some accounts display a "verified" badge: this reflects an identity check carried out manually by the Loueta team, at its discretion, and is not a guarantee of the member's good faith or solvency. The absence of a badge does not mean a member is untrustworthy — verification is a gradual process, not yet applied systematically.

The Lister undertakes to describe the item accurately (condition, size, colour, any flaws) and to publish representative photographs. The Lister may withdraw a listing at any time, subject to bookings already confirmed.

The Renter sends a booking request for the desired dates; those dates are then blocked for other users while the request is pending. The Lister has 48 hours to accept or decline it; if there is no response within that window, the request automatically expires and the dates become available again. If the Lister declines, they are required to give a reason, which is communicated to the Renter. Once the request is accepted, the Renter has 24 hours to complete payment; after that, the booking automatically expires and the dates become available again. A booking is only confirmed once payment has been made.

The amount paid by the Renter at the time of booking may include, depending on the listing:

• the rental price set by the Lister for the chosen period;
• a cleaning fee, paid upfront and non-refundable once the booking is confirmed;
• a protection contribution, intended to cover normal wear and tear on the item; this contribution is non-refundable and does not constitute an insurance contract in the legal sense;
• a security deposit, separate from the rental price, charged separately and refunded after the item is returned in conforming condition (see Article 11);
• shipping costs, where applicable, if the Lister offers delivery through our shipping partner.

Loueta charges a 15% commission on the Lister's earnings for every completed booking or sale; this commission is deducted from the amount paid to the Lister and is never added to the Renter's charge.

Payments are processed by our provider Stripe (via Stripe Connect), including Bancontact payments. Loueta never stores your card details. The security deposit is charged as a separate payment from the rental price.

A booking can be cancelled from the booking page, as long as the item hasn't been handed over yet. Before the Lister accepts, or before payment, cancellation is free since nothing has been charged yet. Once a booking is paid and confirmed, the rental refund follows a fixed schedule based on how much time remains before the start date: full refund beyond 7 days, 50% between 48 hours and 7 days, and 0% within 48 hours. The security deposit is always refunded in full, in every case, as long as the item was never handed over. If a confirmed booking is cancelled by the Lister, the Renter is always refunded in full, may leave a public review about it, and the cancellation is logged against the Lister's account; repeated cancellations expose that account to review by Loueta, up to and including suspension. Any refund due is processed automatically to the original payment method.

Some listings can be bought outright, without a prior rental — either at the listed price, or, if the Lister has turned on the "Accept offers" option, via a price offer the buyer proposes and the Lister freely accepts or declines. Once payment is confirmed, the item is removed from the Platform and can no longer be rented or bought by another member.

If the item received doesn't match the listing's description, the buyer is encouraged to let the Lister know promptly, ideally within 24 hours of receiving it. Any refund, full or partial, is at the Lister's discretion, and can be issued directly and immediately from the Platform without requiring the buyer's approval.

The statutory 14-day right of withdrawal, which applies to sales made by a professional to a consumer, generally does not apply to a sale between private individuals. If, however, a Lister acts habitually or professionally rather than as an ordinary private individual, the rules applicable to distance selling by a professional may apply; if you are unsure about your situation, we recommend seeking advice from a legal professional.

On receiving the return, the Lister confirms in their account that the item has come back in good condition; the security deposit is then refunded immediately, less any accrued late fees.

The Renter has 48 hours after the end of the booking to report a dispute (undisclosed damage, non-conforming item, etc.). Any deduction for damage is taken exclusively from the security deposit already held; Loueta does not make any new bank charge for this purpose. Where Lister and Renter disagree, the Loueta team may need to arbitrate and decide the outcome for the security deposit.

Normal wear and tear is never charged to the Renter: it is already covered by the protection contribution paid at booking (see Article 7). For minor accidental damage (up to a cap set by Loueta), that same protection contribution lets Loueta reimburse the Lister directly, without charging the Renter. If confirmed damage, loss, or theft of the item exceeds the security deposit amount, and only in cases of clear negligence, loss, or bad faith on the Renter's part, the Lister may send the Renter, directly through the Platform, a payment request specifying the amount claimed, capped at the replacement value declared on the listing at the time of booking. The Renter has 72 hours to accept it (and pay directly via Stripe) or decline it. Absent a response, or in case of a decline, the claim remains an ordinary civil debt between private individuals, not a new automatic charge by Loueta — some payment methods (including Bancontact) technically do not allow any automatic charge after the booking.

After a completed booking, both Lister and Renter may leave a review of the other party. Reviews must be honest and reflect a genuine experience on the Platform.

Depending on the options the Lister enables, an item may be shipped (via our shipping partner, with a label and tracking) or handed over in person. The Lister chooses which fulfilment methods to offer for each of their listings.

It is prohibited to: post false listings or counterfeit items, circumvent payment outside the Platform, harass other members, or misuse the Platform for purposes other than intended. Loueta reserves the right to suspend or close an account in the event of a serious or repeated breach of these Terms.

Loueta acts as a technical intermediary and takes all reasonable steps to ensure the Platform runs smoothly, without guaranteeing it will be free of all interruption or error. Loueta is not liable for damage resulting from a member's conduct, an item's condition, or non-performance of the contract between Lister and Renter, subject to the mandatory legal provisions that apply to consumers.

Any member may request deletion of their account at any time, subject to settlement of any ongoing bookings. Loueta may suspend or close an account in the event of a breach of these Terms, proven or suspected fraud, or a risk to the safety of other members.

For any question or complaint, you can write to us at loueta.founder@gmail.com. If no amicable solution is found, the EU Online Dispute Resolution platform is available at ec.europa.eu/consumers/odr.

Loueta may amend these Terms to reflect changes to the Platform or to applicable regulations. Members will be informed of any substantial change; continuing to use the Platform after being so informed constitutes acceptance of the new Terms.

These Terms are governed by Belgian law. Any dispute that cannot be resolved amicably falls within the jurisdiction of the Belgian courts, without prejudice to the mandatory rights consumers are entitled to in their country of residence.