How can we help?

Get in touch with our support team or browse the topics below.

Contact Customer Support

Have a question or issue? Submit a support request and we'll get back to you within 24 hours.

Direct Email

Email: support@borrowme.uk

Quick Help Topics

Borrowing

  • • How to book an item
  • • Payment methods
  • • Cancellation policy
  • • Getting verified
  • • Writing reviews

Lending

  • • Posting your first item
  • • Stripe Connect payouts
  • • Managing bookings
  • • Platform fees (15%)
  • • Dispute resolution

Payments

  • • Payment security
  • • Refund policy
  • • Platform fees explained
  • • Payout schedule
  • • Payment issues

Account & Safety

  • • Password reset
  • • Privacy controls
  • • Two-factor authentication
  • • Identity verification
  • • Delete account

Bookings

  • • Approving requests
  • • Counter offers
  • • Cancellations
  • • Late returns
  • • Damage policy

Common Issues

How do I get verified?

You have three options to become a Verified Borrower:

  • Complete 5 paid bookings (free, earns trust naturally)
  • Use a coupon code like EARLYBIRD2025 (free, instant)
  • Pay £3 for instant Stripe Identity verification

Go to your profile page to get started.

How do I set up payouts to receive money?

To receive payments as a lender:

  1. Go to Settings → Payouts
  2. Click "Set Up Payouts with Stripe"
  3. Complete the Stripe Connect onboarding (2-3 minutes)
  4. Add your bank account details

This is required before you can receive any payments. It's completely free!

What are the platform fees?

BorrowMe charges a 15% platform fee on all transactions.

Example: If you rent an item for £100:

  • Borrower pays: £100
  • Platform fee (15%): £15
  • Lender receives: £85

This fee covers payment processing, platform maintenance, and customer support.

I can't log in to my account

Try these steps:

  1. Use the "Forgot Password" link on the login page
  2. Check your spam folder for the reset email
  3. Make sure you're using the correct email address
  4. Try a different browser or clear your cache

Still having issues? Email us at support@borrowme.uk

Still Need Help?

Our support team is available Monday-Friday, 9am-5pm GMT

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