DISCONTINUATION AND INTERRUPTION OF SERVICE

Closet in the Air reserves the right to modify or terminate its service for any reason, without notice, at any time.

LIMITATION OF LIABILITY

To the fullest extent permitted by law, Closet in the Air, Closet in the Air’s Personnel and any third parties mentioned on the Site are not liable for any loss or damage whatsoever (including without limitation, direct, indirect, incidental, special and/or consequential damages or lost profits) resulting from any use or access of, or any inability to use or access the Site.

USER ELIGIBILITY

Our Site and subsequent services are available only for individuals eighteen (18) years or older who can form legally binding contracts under applicable law. By using the Site, you represent and warrant that you are at least 18 years old and that all registration information you submit is accurate and truthful.

Closet in the Air may, in its sole discretion, refuse to offer access to or use of the Site to any person or entity and change its eligibility criteria at any time. This provision is void where prohibited by law and the right to access the Site is revoked in such jurisdictions.

ACCOUNT SECURITY

You must keep your account information up-to-date and accurate at all times. You agree to keep your password secure at all times and are fully responsible for all activity, liability and damage resulting from your failure to maintain password confidentiality. You agree to immediately notify Closet in the Air of any unauthorised use of your password or any breach of security. You also agree that Closet in the Air cannot and will not be liable for any loss or damage arising from your failure to keep your password secure. You agree not to provide your username and password information in combination to any other party other than Closet in the Air without Closet in the Air’ express written permission.

You may not transfer or sell your Closet in the Air account to another party. If you are registering as a business entity, you personally guarantee that you have the authority to bind the entity to the Terms & Conditions.

RIGHT TO REFUSE SERVICE

We reserve the right, in our sole discretion, to cancel unconfirmed or inactive accounts. Closet in the Air reserves the right to refuse service to anyone, for any reason, at any time. We further reserve the right to temporarily or indefinitely suspend Closet in the Air users. We may, without notice, delay or immediately remove Content, warn Closet in the Air’ community of a user’s actions, issue a warning to a user, temporarily suspend a user, temporarily or indefinitely suspend a user’s account privileges, terminate a user’s account, prohibit access to the Site, take technical and legal steps to keep a user off the Site and refuse to provide services to a user.

If you believe a user is breaching our Terms & Conditions, please contact us directly.

PRODUCT ADVERTISEMENT

By uploading a product on our Site, you warrant that you and all aspects of the item comply with our Terms & Conditions. You also warrant that you have the legal rights to rent out the item. You must accurately describe your item and your products may only include text descriptions, graphics, pictures, and other content relevant to the rental sale of that item.

CONTENT UPLOAD

Closet in the Air does not take responsibility for any content uploaded by hosts on our site. The content uploaded to Closet in the Air is generated by independent hosts who are not employees, agents or representatives of Closet in the Air.

Hosts must always abide by Malaysian photographic and copyright laws and regulations. You agree to only upload images on our website that you have ownership of or the express written permission to use. You may not post content on the Site that violates another person or organisation’s intellectual property rights, including copyright and trademark.

You are solely responsible for your conduct and any data, text, files, information, usernames, images, graphics, photos, profiles, audio and video clips, sounds, musical works, works of authorship, applications, links and other content or materials (collectively, “Content”) that you submit, upload, post, or display on or via Closet in the Air.

You represent and warrant that:

1. You own the Content posted by you on or through the Site or otherwise have the right to grant the rights and licenses set forth in these Terms & Conditions;
2. The posting and use of your Content on or through the Site does not violate, misappropriate or infringe on the rights of any third party, including, without limitation, privacy rights, publicity rights, copyrights, trademark and/or other intellectual property rights;
3. You have the legal right and capacity to enter into these Terms & Conditions in your jurisdiction.

You agree that Closet in the Air is not responsible for, and does not endorse, Content posted within the Service. Furthermore, you agree not to upload any Content to the Site (or consummate any transaction that was initiated using Closet in the Air’ service) that could cause Closet in the Air to violate any applicable law, statute, ordinance or regulation, or that violates the Terms & Conditions.

Closet in the Air does not have any obligation to pre-screen, monitor, edit, or remove any Content. If your Content violates these Terms & Conditions, you may bear legal responsibility for that Content. If you repeatedly infringe other people’s intellectual property rights, we reserve the right to refuse service to you. We further reserve the right to immediately terminate your right to use and access the Site.

Closet in the Air will respond quickly when we receive a report of intellectual property infringement that complies with our policies by removing the content that violates Malaysian photographic and copyright laws and regulations. When removing the content, Closet in the Air may make a reasonable attempt to contact the affected user and provide information on the report and removal. We may also provide a copy of the infringement report, including the name and email address of the reporting party, to the affected user.

By posting Content on Closet in the Air, it is possible for an outside website or a third party to re-post that Content. You agree to hold Closet in the Air harmless for any dispute concerning this use.

Closet in the Air reserves the right to use any Content posted on the Site for the continued operations of the Site. This includes, but is not limited, the use of imagery on marketing material and social media platforms.

We do not claim ownership rights in your Content. You grant Closet in the Air a license solely to enable Closet in the Air to use any information or Content you supply us with, so that Closet in the Air is not violating any rights you might have in that Content. You grant Closet in the Air a non-exclusive, worldwide, perpetual, irrevocable, royalty-free, sublicensable (through multiple tiers) right to exercise the copyright, publicity, and database rights (but no other rights) you have in the Content, in any media now known or not currently known, with respect to your Content. You agree to allow Closet in the Air to store or re-format your Content on Closet in the Air and its subsidiaries, such as social media platforms and marketing material, and display your Content on Closet in the Air in any way as Closet in the Air chooses. Closet in the Air will only use personal information in accordance with Closet in the Air’ Terms of Service.

Closet in the Air is not responsible for the availability of outside websites or resources linked to or referenced on the Site. Closet in the Air does not endorse and is not responsible or liable for any content, advertising, products, or other materials on or available from such websites or resources. You agree that Closet in the Air shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with the use of or reliance on any such content, goods or services available on or through any such websites or resources.

Closet in the Air reserves the right to amend or remove any Content uploaded by a user. This includes, but is not limited to, amending products in a manner that does not materially alter the accurate representation of the item. For example, Closet in the Air may amend an item description or edit a filter selection (such as colour chosen) to better represent and market your item on the Site.

CANCELLATION POLICY

Cancellation by Customer

Booking an item for a specific date immediately excludes other users from securing that item on that date. As such, restrictions to cancellations are applicable.

A customer who cancels their booking at least 21 days prior to the commencement of their rental period will be eligible for a full refund, minus the cancellation processing fee of RM5 incurred by the Site. Cancellations made within 21 days of the rental period are non-refundable. All bookings made within 21 days of the rental period are non-refundable.

Exceptional Refund Policy

There are exceptional circumstances where Closet in the Air may deem an exceptional refund for cancellations within 21 days of the rental period. These situations are determined on a case-by-case basis. If you believe you are entitled to a refund, please contact Closet in the Air immediately.

A customer may be entitled to a full refund if the rental transaction is not fulfilled as per the initial booking requirements. These may include:

• The garment is not provided to the customer in time for their event
• The garment is remarkably different to the item advertised
• The garment is provided in an unacceptable condition

If you believe you are entitled to a refund, please report the order to Closet in the Air immediately. We may be unable to assist with a refund if you contact us after your rental transaction period, or do not return the garment by the scheduled return date.

Cancellation by host

A host should not cancel any bookings and can only do that if (a) the item has been damaged to the extent that it is unwearable or unrentable. This damage must be a result of previous rentals, (b) the previous customer loses your item or (c) delays its return, making it unavailable for the next rental. These issues should also be reported.

Any cancellations outside of these reasons will not be entertained and will result in a penalty. Your account will be suspended for 1 week, during which you will be unable to accept new orders but must still fulfill any existing orders. If your account is suspended 3 times, it will result in a permanent suspension or ban from the platform.

If you believe you are entitled to cancel an upcoming rental without being penalised, please contact Closet in the Air immediately.

PRIVACY POLICY

Our privacy policy is available here .

CLEANING OF AN ITEM

The host is responsible for the cleaning of any rented item. Closet in the Air requires all hosts to appropriately clean rental garments upon conclusion of a rental, prior to any future bookings. The way in which an item is cleaned is at the discretion of the host and may depend upon the care instructions provided for the garment. However, all items should be provided to customers in a clean and sanitary condition.

CONDITION OF AN ITEM UPON RECEIPT

A host agrees only to offer products for rent that meet the acceptable standards of Closet in the Air as outlined in our Terms & Conditions. Items must be provided to a customer in an appropriate and wearable condition. You accept that items may not be provided in new condition, like new, or excellent condition, but should be provided in good condition.

Small damages are acceptable and expected in rental items, provided they do not materially alter the item, and that they are clearly stated in the description. For example, small stains that are minor, hidden or not very noticeable/pulls, pilling and loose threads should be included in the description as they might be acceptable to a customer, but if these minor damages are not disclosed, the customer may claim a refund on the basis that the item is remarkably different to the item advertised.

A customer has the right to dispute an item’s condition, if a reasonable person, in this position, would also view the item as unwearable. If you receive an item that you believe is not in an appropriate condition or is not truthfully described in its description, please contact Closet in the Air immediately. Please provide an explanation of the damage and images/evidence of the damage to support your claims. It would be more helpful if your images are time-stamped. All disputes of an item’s condition should be lodged to Closet in the Air within 72 hours of receipt of the item. We may be unable to assist with damage claims made after this time.

All condition disputes are managed on a case-by-case basis. Closet in the Air will determine an appropriate outcome for both the host and the customer, depending on the condition of the item and the specific situation. Both the owner and customer agree that Closet in the Air holds the authority to provide a ruling on the situation and will adhere to the proposed solution.

In the circumstance that an item is determined by Closet in the Air as unacceptable, a host agrees to provide a full refund of all fees received for the rental to Closet in the Air for distribution to the customer.

DAMAGE TO AN ITEM UPON RETURN

Customers accept total liability for any item received during a rental transaction for the entire possession period. The possession period of an item commences immediately upon delivery of the item and concludes upon lodgement of the return of the item by the customer. The possession period includes any point of time where the item is not with the customer, including circumstances where damages occur to an item upon or after delivery, even if the customer is not present and has not yet physically collected/received the delivery.

The customer agrees that any damage or substantial change to the item and its condition is their liability, and they may be required to pay for any damages incurred. These damages will be determined by Closet in the Air depending on the circumstances of the situation and subsequent damage/s.

All condition disputes are managed on a case-by-case basis. Closet in the Air will determine an appropriate outcome for both the host and the customer, depending on the condition of the item and the specific situation. Both the owner and customer agree that Closet in the Air holds the authority to provide a ruling on the situation and will adhere to the proposed solution.

MISSING OR DELAYED ITEMS

The host agrees that they hold responsibility for any rental that does not arrive to a customer in the required time frame—before/on the start date of the rental period, unless it is determined that the delay occurred due to an invalid shipping address or delivery issue. See Late Delivery Fees for details.

Shipping Address and Delivery Issues

In circumstances where the item has been delayed due to an invalid shipping address being provided by the customer, or where delivery was unsuccessful, then the customer will be liable for the order and will not be entitled to a refund. Unsuccessful delivery circumstances include, but are not limited to, situations where a delivery has been attempted by the employed third party delivery service in an appropriate time frame, but could not be achieved due to inability to leave the item in a safe place or inability to gain access to the premise. It is the responsibility of the customer to ensure they provide an appropriate delivery address for their order, that will allow for successful delivery in a reasonable time frame.

MISREPRESENTED ITEMS

The host agrees to accurately represent their products at all times. If the item is found to be materially different to its advertisement, the customer will be entitled to a full refund. For example, if the product is displayed as a labelled size ‘8’, and a labelled size ‘6’ is received by the customer, the customer can request a refund. The customer should report this issue in the ‘To Receive’ tab in the Inbox to notify Closet in the Air. If the platform finds the host responsible for providing misleading information intentionally, the customer will be fully refunded, and the host account may face suspension.

RETURN OF AN ITEM

A customer must lodge the return of their hired item/s no later than 12pm on the last day of the rental period with any shipping or courier service that is convenient for you. However, it is the customer’s responsibility to ensure that the selected service can return the item on time—3 days from the end of the rental period. For example, if your rental period is 6th-13th of July, the item should be received by the host on 16th of July.

You agree to be held liable for any losses incurred by the host for delayed or inconclusive returns due to any negligent behaviour or breach of the above Terms & Conditions. See Late Return Fees for details.

Failure to Return

The customer agrees that the deposit is fully charged if the item is not returned to the host. In the instance where the return tracking for the rental has been updated to confirm the item has been posted in the required time frame, but lost in transit, the customer will not be liable for this loss. However, if the return tracking for the parcel has not been scanned to confirm the item has been posted back to the host, it will be determined that the item has not been returned and the customer will be liable. For this reason we strongly recommend customers post their returns over the counter and receive a proof of lodgement.

PENALTY FEES

Host Deposit

This is a deposit collected by the host, which will be securely held by the platform. This deposit acts as a safeguard to cover potential damages, loss of the item, or late return fees during the rental period.

• Refund Process: If no claims for damage, loss, or late returns are reported by the host, the full deposit will be refunded to the customer within 8 days after the rental period ends.
• Claims: In cases of confirmed damage, loss, or late returns, the deposit (partially or fully) may be used to cover the associated costs. Any such deductions will be finalized by the platform following an inspection.

Late Fees

Late fees are calculated as a per day fee equivalent to the daily rental fee of the item.

1. Late Delivery by Hosts:
   • If an item reaches the customer later than the start of the rental period, the rental fee for each delayed day will be refunded to the customer.
   • If the item does not arrive within 3 days after the rental period begins, the customer will receive a full refund.
   • To avoid delays, hosts are required to ship items at least two working days before the rental period starts.
   • Hosts are not liable for late delivery fees if the delay is due to circumstances beyond their control, such as issues with the delivery service.
2. Late Return by Customers:
   • Late fees may apply for each day an item is returned after the agreed-upon return date. These fees are equivalent to the item’s daily rental fee and may include additional costs incurred by the host, such as cancellation fees for upcoming rentals, which will then be deducted from the deposit charged.
   • Customers are not liable for late return fees if the delay is due to circumstances beyond their control, such as issues with the delivery service.
3. Reporting Late Returns:
   • Hosts must report late returns by the 4th day after the rental period ends.
   • If no report is made by the 8th day, the deposit will be fully refunded to the customer. If a late return is reported, the deposit will be charged on the 8th day to cover the applicable fees.

Damage Fees

Item Delivered to the Customer Damaged:

• Customers must report any damage to the item through the ‘To Receive’ tab under the specific order as soon as possible.
• If damage is not reported within three days of receiving the item, the order will automatically be marked as "Order Received," and no refunds or claims will be processed.
• Upon reporting, customers will be directed to a live chat with the Customer Service Team for assistance.
• Customers should include detailed information and evidence of the damage, such as photos, to facilitate a swift resolution.

Item Returned to the Host Damaged:

• Hosts must report any damage through the ‘To Receive’ tab under the specific order as soon as possible.
• If damage is not reported within 3 days of receiving the item, the order will automatically be marked as "Returned Received," and the customer’s deposit will be refunded.
• Once damage is reported, the host will be directed to a live chat with the Customer Service Team. The team will assist in addressing the issue with the customer responsible for the damage and work to recuperate any losses incurred.
• Hosts are encouraged to provide detailed information about the rental, the damage, and any supporting evidence, such as photos, to aid in the resolution process.

Closet in the Air reserves the right to charge penalty fees to any user of the Site who does not comply with our Terms & Conditions. These fees are charged and collected in circumstances where a breach by the user has caused material damage to Closet in the Air or another user of the Site. For example, in the circumstance where a customer damages an item, Closet in the Air may request a penalty fee for the rectification of the damage, or compensation for the loss of value to the item.

Furthermore, we reserve the right to request a refund of any fees paid out to a host in the circumstances where the transaction generating those fees could not be appropriately fulfilled. This includes, but is not limited to, circumstances where an item is provided to a customer late or in unacceptable condition.

You agree to pay all penalty fees to Closet in the Air within 48 hours of the request being made. Failure to comply will result in further action being taken.

Late fees may be calculated as a per day fee equivalent to the daily rental fee of the item, the cancellation costs incurred by the host having to cancel an upcoming rental etc.

HOST PAYMENT

It is a host’s responsibility to ensure their bank details are correct at all times. You agree that Closet in the Air will not be held responsible for any funds that are not successfully transferred to the host from the platform’s wallet due to incorrect bank details being provided. In circumstances where Closet in the Air has already deposited funds into an account, you agree that Closet in the Air has accurately and completely fulfilled their payment obligations for the order in question and may be unable to assist with the refund and redirection of those funds if the information you have provided is invalid or incorrect.

DEPOSIT RETURN / REFUND

It is a customer’s responsibility to ensure their bank details are correct at all times. You agree that Closet in the Air will not be held responsible for any funds that are not successfully transferred to the host from the platform’s wallet due to incorrect bank details being provided. In circumstances where Closet in the Air has already deposited funds into an account, you agree that Closet in the Air has accurately and completely fulfilled their payment obligations for the order in question and may be unable to assist with the refund and redirection of those funds if the information you have provided is invalid or incorrect.

MISCELLANEOUS

All rights not expressly granted in this document are reserved.

Closet in the Air may licence, subcontract and/or assign all or any part of its rights and/or obligations under these Terms without your consent. You cannot licence, subcontract or assign without the written approval of Closet in the Air.

DISPUTE RESOLUTION AND FINAL DECISIONS

The above policies ensure fair handling of delays, and that damage claims are addressed promptly and fairly while maintaining accountability for both hosts and customers. Damage and related claims/associated losses are evaluated on a case-by-case basis.

Both hosts and customers are welcome to contact us if they find a decision made by the platform unsatisfactory. The platform will thoroughly review the issue upon request. However, please note that all decisions made after the review are final and binding.