Common Questions
Direct answers about your membership, charges, and how TULU works in your building.
What happens when my free trial ends?
Your free trial gives you full access to TULU for the length shown in your offer (7 or 14 days). After that, your membership automatically renews into a paid plan unless you cancel before the trial ends. If you've had a TULU membership before, you may not be eligible for another free trial.
If I cancel my membership, will I be charged again?
No, cancelling stops your membership from renewing, so you won't be charged again after your current billing period ends. Your access continues until the end of that period even after you cancel. Cancelling doesn't refund charges already made, contact TULU support directly if you're seeking a refund rather than just cancelling, refunds are handled case by case.
How do I change my payment method on TULU?
Message TULU support to enable payment method updates on your account. Once that's turned on, go to the main menu, select Settings, then Payment Settings, and tap the pencil icon to update your card. No purchase is required for the change to take effect.
Why was I charged more than I expected for a rental?
A rental that wasn't properly closed out in the app can keep the timer running after you've returned the item, resulting in an extra charge. Contact TULU support through in-app chat so the charge can be reviewed and adjusted. A photo of the item back in the locker helps resolve the issue faster.
Why does my rental have a deposit hold, and when will it be released?
If you're not yet a verified user, TULU holds a deposit on your payment method for certain rentals. Once TULU confirms your item is back in the locker, your rental ends and the deposit is automatically released. How long it takes to show up in your account depends on your bank's processing time. In some cases, the release may need to be triggered manually by support, if it's been a while and you don't see it, contact TULU support and they can check.
Why won't the TULU locker door open?
A weak connection or an outdated app version prevents the locker door from opening. Close and reopen the app, check your connection, and make sure you're on the latest version, then try again. Contact TULU support via in-app chat if the door still won't open, you won't be charged for a failed attempt caused by this.
My rental timer is still running after I returned the item, what should I do?
A weak connection or an outdated app version prevents the locker door from opening. Close and reopen the app, check your connection, and make sure you're on the latest version, then try again. Contact TULU support via in-app chat if the door still won't open, you won't be charged for a failed attempt caused by this.
An item is missing parts or attachments, what should I do?
Take a clear photo of the item as it looked when you opened the locker, then send it to TULU support via in-app chat and let them know what's missing. The team will check inventory, arrange a replacement if one's available, and make sure you're not charged for any parts you didn't actually receive.
Why is the TULU service temporarily unavailable, and when will it be restored?
A technical issue affecting a specific unit causes that unit to go temporarily offline. You won't be able to rent items or open locker doors from it until it's resolved. Report an offline unit to TULU support, the team monitors the issue and will notify you once service is restored.
What is TULU's cleaning fee policy for returned items?
TULU charges a cleaning fee if a returned item isn't left in usable condition for the next renter, starting at a minimum $3 for vacuums and up to $50 for items like upholstery cleaners or air fryers. For vacuums, this means emptying the dust bin and removing hair or debris before returning. For upholstery cleaners, it means not leaving water in the tank; for air fryers, returning it clean rather than dirty. Always check the return instructions for your specific item, since the fee and cleaning standard vary by item type.
Why is an item greyed out or unavailable in the app?
An item flagged in the system as damaged, missing parts, or not working shows as unavailable, even if it's physically in the unit. For items like upholstery cleaners, it may also mean the cleaning solution has run out. Tap "Notify Me" on the item's page to get an in-app notification or email once it's back in service, this also works for building-wide maintenance issues.
I moved buildings, or signed up for the wrong one, how do I fix this?
Contact TULU support through in-app chat and provide the correct building name or full address, they'll update your account for you. Once that's done, refresh or restart the app to see the correct building linked to your account. Building-specific access exists for security reasons and to comply with each building's individual management agreements, this keeps usage aligned with what each building has agreed to. If your new building doesn't have TULU service, you won't be able to use TULU equipment there, and access to other buildings' units is limited to maintain those same security and compliance requirements.
Why is TULU asking me to verify my ID?
TULU verifies identity before granting access to units for security purposes, confirming that the person renting is actually who they say they are, and that they're a legitimate resident of the building. Since units and items are shared across everyone in the building, this protects both TULU's inventory and other residents from misuse or unauthorized access. To verify, submit a clear photo of the front and back of a valid, unexpired government-issued ID (like a driver's license or passport), a selfie taken in front of the TULU unit, and your apartment number. Once verification is complete, refresh the app and try again.
