Rental Terms

Last updated: 8 August 2026

These Rental Terms govern the rental of wigs and related items from HairCity. By placing a rental order, paying a rental fee or security deposit, collecting a rental item, or accepting delivery, you confirm that you have read, understood, and agreed to these terms.

Please read these Rental Terms together with our Rental Returns Policy, Rental Care Guide, Privacy Policy, Payment Options, and General Terms and Conditions.

1. About HairCity Rentals

HairCity offers selected wigs for temporary use during an agreed rental period. All rental wigs remain the property of HairCity at all times. Renting a wig does not transfer ownership to the customer.

Each rental is subject to:

  • Product availability;
  • Payment of the required rental fee and security deposit;
  • Successful verification of the customer’s details where required;
  • Acceptance of these Rental Terms; and
  • Any product-specific conditions displayed on the rental product page or during checkout.

HairCity reserves the right to decline a rental order where reasonable grounds exist, including an incomplete order, failed payment, unverifiable customer details, previous unreturned rentals, or suspected fraudulent activity.

2. Customer Eligibility

The person entering into the rental agreement must:

  • Be at least 18 years old;
  • Have legal capacity to enter into a binding agreement;
  • Provide accurate and complete contact information;
  • Provide an acceptable form of identification if requested; and
  • Be responsible for the rental item throughout the rental period.

A person under the age of 18 may use a rented wig only when the rental agreement is completed by a parent or legal guardian. The adult named on the order remains responsible for the wig, all payments, and compliance with these terms.

The person who places the order may not transfer responsibility for the rental to another person without HairCity’s written approval.

3. Rental Orders and Confirmation

Submitting an order does not automatically guarantee that the selected wig has been reserved. A rental is confirmed only after HairCity has:

  • Received the required payment;
  • Completed any necessary customer verification;
  • Confirmed the wig’s availability; and
  • Sent the customer an order or booking confirmation.

Rental items are allocated according to confirmed booking dates. Adding a wig to a shopping cart or making an enquiry does not reserve it.

If a wig becomes unavailable because of circumstances outside HairCity’s reasonable control, HairCity may offer:

  • A comparable replacement wig;
  • A change of rental dates;
  • Store credit, with the customer’s agreement; or
  • A refund of the affected amount.

HairCity will not substitute a materially different wig without first obtaining the customer’s approval.

4. Rental Period

The rental period begins and ends on the dates shown in the order confirmation.

The rental period may include:

  • The collection or delivery date;
  • The customer’s intended use date or dates; and
  • The agreed return date and time.

The customer must check these dates carefully before completing the order. The wig must be returned to HairCity no later than the stated return deadline.

The customer remains responsible for the wig until HairCity physically receives and checks it in. Giving the wig to a driver, courier, friend, or other third party does not end the customer’s responsibility unless that person is an authorised HairCity representative and receipt has been confirmed.

5. Rental Fees

The rental fee is the amount charged for temporary use of the wig during the agreed rental period. It does not purchase the wig and is separate from the refundable security deposit.

The applicable rental fee will be displayed on the product page, booking summary, or checkout page. Rental prices may vary according to:

  • The selected wig;
  • Rental duration;
  • Peak periods;
  • Optional services;
  • Delivery or collection arrangements; and
  • Other clearly disclosed booking options.

All charges will be presented to the customer before the order is completed.

6. Security Deposit

HairCity may require a refundable security deposit for each rental. The deposit amount will be displayed during checkout or communicated before the booking is confirmed.

The security deposit is held as protection against:

  • Late return;
  • Loss or theft;
  • Missing accessories or packaging;
  • Damage beyond reasonable wear;
  • Unauthorised cutting, colouring, chemical treatment, or alteration;
  • Excessive cleaning, restoration, or repair requirements; and
  • Failure to return the rental item.

The security deposit is not the maximum amount for which a customer may be responsible. If the reasonable cost of loss, repair, replacement, restoration, or outstanding rental charges exceeds the security deposit, HairCity may request payment of the documented balance.

HairCity will not retain more of the deposit than is reasonably necessary to cover the applicable charges. Any remaining deposit balance will be refunded after the returned wig has been inspected.

7. Payment

HairCity may accept payment through:

  • Paynow-supported local and international cards;
  • Supported local mobile-money services;
  • Direct bank deposit or bank transfer; and
  • Any other payment method displayed during checkout.

A booking is not confirmed until cleared payment has been received unless HairCity agrees otherwise in writing.

Customers paying by bank deposit or transfer must use the correct order reference and submit proof of payment when requested. Bank-processing delays do not automatically extend a booking deadline.

Any bank, payment-provider, card-conversion, or transaction charges imposed by the customer’s financial-service provider remain the customer’s responsibility.

8. Identification and Verification

To protect HairCity’s rental inventory and customers, HairCity may request reasonable verification information, including:

  • A valid national identity document, passport, or driver’s licence;
  • A current telephone number;
  • A residential or delivery address;
  • Confirmation of the payment account used; or
  • Contact details for an authorised representative collecting the order.

Verification information will be handled in accordance with HairCity’s Privacy Policy and applicable data-protection requirements. HairCity may refuse to release a rental item if required verification has not been completed.

9. Collection and Delivery

The available collection or delivery options will be shown during checkout or communicated when the order is confirmed.

The customer is responsible for:

  • Providing a complete and accurate delivery address;
  • Ensuring that an authorised person is available to receive the order;
  • Checking the parcel promptly after receipt; and
  • Following any collection or return instructions supplied by HairCity.

Where another person collects or receives the rental on the customer’s behalf, the customer remains responsible for the item.

Delivery times are estimates unless HairCity expressly guarantees a particular service. HairCity is not responsible for delays caused by incorrect customer details, the customer’s absence, courier disruptions, severe weather, road conditions, public restrictions, or other events outside HairCity’s reasonable control.

If HairCity becomes aware of a significant delay, we will contact the customer and offer reasonable available options.

10. Inspection at Handover

HairCity inspects rental wigs before release. The customer should inspect the wig as soon as it is collected or delivered.

Any existing concern, missing item, visible defect, or difference from the confirmed order must be reported to HairCity as soon as reasonably possible and, where practical, before the wig is worn.

Reports should include:

  • The order number;
  • A clear description of the issue; and
  • Photographs or video showing the condition of the wig and packaging.

Failure to report an issue promptly may make it more difficult to confirm whether the condition existed before the rental began, but it does not remove any non-excludable rights available to the customer under applicable law.

11. Permitted Use

Rental wigs are supplied for normal personal wear during the confirmed rental period.

The customer must:

  • Handle the wig gently and responsibly;
  • Follow the HairCity Rental Care Guide;
  • Use only suitable wig-care and styling products;
  • Keep the wig away from smoke, open flames, excessive heat, harsh chemicals, and staining substances;
  • Store the wig safely when it is not being worn;
  • Prevent avoidable tangling, matting, tearing, or contamination; and
  • Return all included accessories, packaging, wig stands, bags, bands, or other supplied items.

The customer must not use a rental wig for resale, sub-rental, commercial redistribution, unlawful activity, or any purpose inconsistent with the booking.

12. Prohibited Alterations

Unless HairCity has provided written permission, the customer must not:

  • Cut or trim the hair;
  • Cut, tear, tint, or otherwise alter the lace;
  • Bleach knots;
  • Dye, colour, tone, tint, or chemically process the hair;
  • Perm, relax, or permanently straighten the hair;
  • Apply glue, adhesive, tape, or products that cannot be safely removed;
  • Sew clips, combs, bands, or other items into the cap;
  • Remove, replace, or alter labels or identification markings;
  • Pluck or materially change the hairline;
  • Apply excessive heat; or
  • Make any permanent or semi-permanent alteration.

If professional fitting or customisation is required, the customer should contact HairCity before making the booking or altering the wig.

Normal, reversible styling may be permitted where it follows the product-specific instructions and Rental Care Guide.

13. Hair and Lace Care

Human-hair rental wigs require careful handling. Different wigs may have different limits based on their texture, lace, construction, colour, previous processing, and condition.

Customers must follow all product-specific instructions. In particular:

  • Do not exceed the stated heat limit;
  • Do not use household irons or unsuitable heating appliances;
  • Do not sleep, swim, shower, or exercise intensively while wearing the wig unless HairCity has confirmed that this is permitted;
  • Do not expose the wig to chlorine, salt water, heavy rain, steam, or excessive moisture;
  • Do not use permanent colour, bleach, relaxers, or other chemical treatments;
  • Do not pull or brush aggressively through knots or tangles; and
  • Do not cut the lace unless the listing expressly states that the customer may do so.

If the customer is uncertain about a product or styling method, HairCity should be contacted before it is used.

14. Hygiene and Cleaning

HairCity cleans and prepares rental wigs according to its rental-care procedures before release.

Customers should not wash, condition, disinfect, or chemically clean a rental wig unless instructed or authorised by HairCity. Incorrect washing or treatment may damage the hair, lace, cap, colour, or construction.

Ordinary post-rental cleaning is included where stated. Additional cleaning or restoration charges may apply if a wig is returned with unusual or excessive contamination, staining, strong odours, adhesive build-up, makeup transfer, product build-up, or other conditions requiring treatment beyond the normal turnaround process.

Any additional charge must be based on the condition of the returned item and the reasonable work or cost required to restore it.

15. Return Requirements

The rental wig must be returned:

  • By the agreed return date and time;
  • Using the agreed return method;
  • With all accessories and supplied packaging;
  • Without unauthorised alterations; and
  • In a condition consistent with careful use and the Rental Care Guide.

The customer should not place a damp or wet wig inside closed packaging.

If using a courier, the customer must package the wig securely and follow the return instructions. Unless HairCity has arranged and accepted responsibility for the return transport, the customer remains responsible for the item until HairCity receives it.

Proof that a parcel was dispatched does not by itself prove that HairCity received the rental item.

16. Late Returns

A return is late if HairCity does not receive the wig by the agreed deadline and no extension has been approved in writing.

Late-return charges may apply because a delayed return can affect cleaning schedules and another customer’s confirmed booking. The applicable fee or calculation method will be displayed during checkout, stated in the booking confirmation, or otherwise disclosed before the rental begins.

Where a late return causes a direct and reasonably verifiable loss—such as the cancellation of a subsequent confirmed booking—HairCity may seek recovery of that loss to the extent permitted by law.

The customer should contact HairCity immediately if a delay is expected. Notification does not automatically waive late charges, but HairCity will consider the circumstances and any reasonable evidence provided.

Continued failure to return a wig may result in:

  • Additional rental or late charges;
  • Deduction from the security deposit;
  • Recovery of reasonable replacement costs;
  • Suspension of future rental access; and
  • Lawful recovery action where necessary.

17. Rental Extensions

A rental extension is not automatic. The customer must request an extension before the original return deadline.

HairCity may approve an extension only if:

  • The wig has not been reserved by another customer;
  • All outstanding charges have been paid;
  • The extension fee has been accepted; and
  • HairCity has confirmed the revised return deadline in writing.

Sending an extension request does not mean that the extension has been approved. Until written confirmation is received, the original return deadline remains in effect.

18. Damage

The customer is responsible for avoidable damage that occurs while the wig is in the customer’s possession or control.

Damage may include:

  • Torn, stretched, or cut lace;
  • Balding or excessive shedding caused by improper handling;
  • Burnt or heat-damaged hair;
  • Chemical or colour damage;
  • Cut or shortened hair;
  • Broken cap construction;
  • Permanent adhesive residue;
  • Severe tangling or matting;
  • Missing hair, accessories, or components;
  • Permanent staining or odour; and
  • Any prohibited alteration.

Reasonable wear arising from careful, authorised use will not be treated as chargeable damage.

After inspection, HairCity will determine whether the wig can be safely restored. Any charge will be based on reasonable cleaning, repair, restoration, loss-of-use, or replacement costs, taking into account the item’s condition and relevant circumstances.

HairCity may provide photographs, an assessment, or a cost explanation where a deduction is made.

19. Loss, Theft, or Non-Return

The customer must notify HairCity immediately if a rental wig is lost, stolen, accidentally destroyed, or cannot be returned.

The customer may be responsible for:

  • Outstanding rental and late charges;
  • Reasonable replacement value;
  • Missing accessories;
  • Direct recovery expenses permitted by law; and
  • Any other documented amount properly due under the rental agreement.

A police report or other supporting information may be requested in the event of theft. Providing a report does not automatically remove the customer’s financial responsibility, but HairCity will consider the circumstances fairly.

If an item previously treated as lost is later returned, HairCity will reassess the charges based on its condition, the length of delay, and any costs already incurred.

20. Deposit Inspection and Refund

After receiving the rental item, HairCity will inspect:

  • The hair;
  • Lace and hairline;
  • Cap construction;
  • Colour and texture;
  • Included accessories;
  • Cleanliness;
  • Evidence of alteration or damage; and
  • Compliance with the agreed return date.

Where the wig is returned on time and in acceptable condition, the refundable security deposit will be released using the original payment method where reasonably possible.

The processing period may vary depending on the payment provider, bank, return method, and inspection requirements. HairCity will communicate the expected refund timeframe at checkout, in the booking confirmation, or when the return is accepted.

If a deduction is necessary, HairCity will provide the customer with a description of the reason and the amount deducted. Any undisputed remaining balance will be refunded.

21. Cancellations and Booking Changes

Cancellation and rescheduling rules may depend on how soon the request is made before the rental start date.

The applicable cancellation terms will be displayed during checkout, stated in the booking confirmation, or set out in HairCity’s Rental Returns Policy.

A cancellation is effective only after HairCity has received and acknowledged it.

Where HairCity has already reserved, prepared, customised, or dispatched the wig, some charges may be non-refundable to the extent reasonably related to services already provided or costs already incurred.

HairCity will not apply a cancellation term in a manner that overrides rights that cannot lawfully be excluded.

22. Missed Collection or Refused Delivery

If the customer does not collect the wig during the agreed collection window or is unavailable for an arranged delivery:

  • The rental period may still continue from the agreed start date;
  • Additional delivery or redelivery charges may apply;
  • HairCity is not required to extend the return date; and
  • The order may be treated as a customer cancellation after a reasonable period.

The customer should contact HairCity as soon as possible to discuss available options.

23. Fit, Colour, Texture, and Appearance

HairCity makes reasonable efforts to display and describe rental wigs accurately. However:

  • Screen settings and lighting can affect colour appearance;
  • Curl and wave patterns may vary after professional cleaning or styling;
  • Hair length may appear different depending on texture;
  • Lace colour and cap fit may vary between customers; and
  • A wig may look different when worn than it does on a mannequin or model.

Customers should review the product description, size information, lace details, texture, density, length, and colour before booking.

Unless the item is incorrect, materially misdescribed, defective, or otherwise subject to a legal remedy, personal preference or an unsuitable fit discovered after collection does not automatically entitle the customer to a refund.

Customers are encouraged to request assistance before confirming a booking if they are uncertain about fit or suitability.

24. Allergies and Sensitivities

Customers are responsible for checking whether they have known sensitivities to wig caps, combs, clips, adhesives, styling products, or other materials used with wigs.

HairCity does not recommend applying an unfamiliar adhesive or styling product without following the product manufacturer’s safety instructions. Customers should stop using a product if irritation occurs and obtain appropriate professional advice where necessary.

Nothing in these terms excludes responsibility that HairCity cannot legally exclude.

25. Customer Responsibility for Personal Belongings

Customers must remove personal items from the wig and its packaging before returning it. HairCity is not responsible for jewellery, pins, personal accessories, documents, money, or other belongings accidentally left in returned packaging, except where responsibility cannot lawfully be excluded.

If an item is found, HairCity will make reasonable efforts to notify the customer and arrange collection or return at the customer’s cost.

26. HairCity’s Responsibilities

HairCity will take reasonable steps to:

  • Supply the rental wig confirmed in the order;
  • Provide the item in a clean and wearable condition;
  • Disclose known material limitations or existing damage;
  • Provide clear rental dates, prices, deposit requirements, and return instructions;
  • Handle customer information responsibly; and
  • Address legitimate concerns fairly and promptly.

If HairCity supplies the wrong item, an item with an undisclosed material defect, or an item that is not reasonably fit for the agreed rental purpose, the customer should contact HairCity promptly so that an appropriate remedy can be arranged.

Depending on the circumstances, the remedy may include replacement, repair, rescheduling, a partial refund, or a full refund.

27. Limitation of Liability

To the extent permitted by applicable law, HairCity will not be responsible for indirect or consequential losses that were not reasonably foreseeable when the rental agreement was made.

HairCity is not responsible for loss arising from:

  • The customer’s failure to follow care or fitting instructions;
  • Unauthorised alteration or treatment;
  • Use of unsuitable products, tools, adhesives, or chemicals;
  • Incorrect information supplied by the customer;
  • Use of the wig outside its intended purpose; or
  • Events outside HairCity’s reasonable control.

Nothing in these terms excludes or limits liability for fraud, gross negligence, deliberate misconduct, or any customer right or liability that cannot lawfully be excluded or limited.

28. Events Outside Reasonable Control

Neither HairCity nor the customer will be treated as having breached the rental agreement where performance is prevented or materially delayed by circumstances genuinely outside that party’s reasonable control.

These circumstances may include natural disasters, severe weather, fire, flood, widespread power or network failure, civil disturbance, government restrictions, transport interruption, or major courier disruption.

The affected party must communicate the problem as soon as reasonably possible. HairCity and the customer will work in good faith to find an appropriate solution, which may include rescheduling, substitution, credit, or refund depending on the circumstances.

29. Communication

HairCity may contact the customer using the telephone number, WhatsApp number, email address, or other contact details supplied with the order.

The customer is responsible for ensuring that these details remain accurate and accessible throughout the booking.

Rental enquiries and notices may be sent to HairCity via WhatsApp at:

+263 77 984 2525

A message should include the customer’s name and order number. A request is not approved merely because it has been sent; the customer should wait for confirmation from HairCity.

30. Privacy

HairCity may collect and process personal information necessary to:

  • Verify a customer;
  • Confirm and manage a booking;
  • Process payment;
  • Arrange collection or delivery;
  • Prevent fraud and protect rental inventory;
  • Communicate about the rental;
  • Resolve disputes; and
  • Meet legal or regulatory obligations.

Personal information will be handled in accordance with HairCity’s Privacy Policy and applicable Zimbabwean data-protection requirements.

31. Complaints and Disputes

Customers should raise concerns with HairCity as soon as possible so that the matter can be investigated promptly.

A complaint should include:

  • The customer’s name;
  • Order number;
  • A clear explanation of the concern;
  • Relevant photographs, video, messages, or receipts; and
  • The preferred resolution.

HairCity will review the information and attempt to resolve the matter fairly. The customer and HairCity are encouraged to attempt good-faith negotiation or an appropriate alternative dispute-resolution process before commencing legal proceedings, where suitable.

This provision does not prevent either party from exercising a legal right or seeking an urgent legal remedy.

32. Governing Law

These Rental Terms and each rental agreement are governed by the laws of Zimbabwe.

Any dispute that cannot be resolved informally will be dealt with by a court or other competent dispute-resolution body with jurisdiction in Zimbabwe, subject to any rights the customer may have under applicable consumer-protection law.

33. Changes to These Terms

HairCity may update these Rental Terms when necessary to reflect changes to its services, prices, procedures, technology, or legal obligations.

The terms applying to a confirmed rental will ordinarily be the version accepted when that booking was made, unless:

  • A change is required by law;
  • The customer and HairCity agree to the change; or
  • The change benefits the customer without imposing a new material obligation.

The current version will display its latest revision date.

34. Severability

If any part of these Rental Terms is found to be unlawful, invalid, or unenforceable, that part will be interpreted or limited only to the extent necessary. The remaining provisions will continue to apply.

35. No Waiver

If HairCity does not immediately enforce a provision of these terms, that does not mean HairCity has permanently waived the provision or lost the right to enforce it later.

Any waiver applying to a particular situation does not automatically apply to a different situation.

36. Entire Rental Agreement

The complete rental agreement consists of:

  • These Rental Terms;
  • The confirmed order details;
  • Product-specific rental conditions;
  • The Rental Returns Policy;
  • The Rental Care Guide; and
  • Any written variation agreed between HairCity and the customer.

If product-specific terms conflict with these general Rental Terms, the product-specific terms will apply only to the relevant rental and only to the extent of the conflict, subject to applicable law.

37. Contact HairCity

For rental enquiries, booking changes, extensions, return assistance, or concerns, contact HairCity:

WhatsApp: +263 77 984 2525
Website: www.haircity.co.zw

Please include your name and order number so that we can assist you efficiently.

Customer Acknowledgement

By confirming a rental order, the customer acknowledges that:

  • The wig remains the property of HairCity;
  • The rental is limited to the confirmed period;
  • A security deposit may be required;
  • Late-return, damage, loss, restoration, or replacement charges may apply where justified;
  • The customer must follow the Rental Care Guide;
  • Permanent or unauthorised alterations are prohibited; and
  • The customer has read and agreed to these Rental Terms.