Whim extends a high degree of trust amongst our users by sending them expensive products without requiring upfront payment or long-term commitments. We expect that users take care of this property and provide prompt, clear, and honest communication with Whim regarding any issues. The trust we provide to users is a foundational principle to ensure we can provide a quality and affordable service for all users. Our customer policies are designed to be fair, transparent, and balanced in order to maintain trust within the Whim ecosystem while also preventing abusive behavior from increasing the cost and quality for everyone else.
Whim exists to provide flexible access to great products. We hope our users fall in love with new products they would have never experienced otherwise, but we understand that can’t happen if you never have the chance to try it in the first place. We aim to always provide users the ability to change their mind and frictionlessly return a product at any time.
We are building delightful experiences that reward people who take care of the expensive products we provide. Our offering operates on a high amount of trust which means taking steps to prevent fraud and abuse. We believe everyone is capable of being responsible, irrespective of their background. We focus on serving users who are comfortable accepting responsibility. We also understand that the responsibility we expect from users means that Whim isn’t for everyone.
In real life, things happen. You may accidentally damage or lose a product. Similarly, we may be late shipping an item. When situations come up, we will communicate directly and transparently with you, and we will take responsibility for providing a reasonable resolution. We expect our customers to do the same.
Unfortunately, a small portion of individuals abuse the trust we provide and steal products from Whim. We believe it is wrong to have honest users have to pay more because of damage created by abusive conduct, so when it happens, we have a strict zero-tolerance policy.
To make an account with Whim, you must verify your identity with Whim’s secure partner, Plaid, by providing a photo of your government issued identification and taking a real-time selfie confirming you are the one who is creating the account.
Whim does not allow duplicate accounts. If you have lost access to your original account, please email support@whim.com to regain access. If you use or create multiple accounts with Whim, we may take action including merging your details into a single account and suspending other accounts or subscriptions as needed. In some cases, if a duplicate account is detected, you may be suspended from using Whim until we’ve had the chance to review the circumstances.
When placing an order, Whim places an authorization hold on your payment method until we’ve had the chance to screen the order to ensure it’s legitimate and we are able to trust you with the product. If you have an established relationship with Whim, the screening may be automatic. In some cases, we may require you to take additional steps, such as providing a security deposit. If we are unable to approve your order, the authorization hold we placed on your account will be released.
When placing a subscription order with Whim, an initial authorization charge will be placed on your card. Your billing date will begin once the item has been delivered to you, so you are not charged for time that you didn’t have the item.
You are responsible for securely receiving the packages we send you. If you believe your package was stolen, you will be required to provide us with documentation of the theft, which may include a police report, for us to release you of your return obligations. Because we can only provide high-trust, affordable experiences where products are taken care of, we will have to suspend accounts that prove themselves unable to securely receive packages.
If you receive an incorrect or defective product from Whim, you must report it to us within forty-eight (48) hours from when you receive it. We may, in our discretion, make case-by-case exceptions and accept late reports depending on the circumstances. Once we have received and accepted your report of an incorrect or defective product, you are entitled to receive a full refund once the product has been returned. We may also, in our discretion, offer you alternative options such as a replacement product with a credit to cover time you were charged for, a lower price or credit for a similar but different product, or some other resolution. You will not be required to accept an alternative option instead of a refund.
We do not charge any fees for late payments. We understand things come up that may make it difficult to pay on time and we do our best to accommodate. To enable this trust, our customers are expected to communicate honestly and transparently with us about when we should expect payment. Oftentimes, we will ask users to provide information on when they can commit to pay so we can set our expectations correctly. If you have not made payment for an extended period of time, or we’ve had difficulty communicating with you about payment, your order will eventually be cancelled and you will be required to return the item(s).
We do not want customers to incur debt while using Whim, and so we strive to forgive balances and charges whenever possible, especially among customers who have built up trust in the past with Whim. You may also request forgiveness on charges that you have paid but believe should be forgiven. Reasons we consider in requests for charge forgiveness include: personal hardship, item returned, unfortunate and rare accident, misunderstanding, dissatisfaction, or Whim’s mistake. You may request that we forgive a charge on your account within the last six (6) months. You may only request forgiveness on each charge one time. Whim’s decision to forgive a charge is made at our sole discretion and is final.
Whim is built for people who want to try different products, or have flexibility in choosing when to upgrade, cancel, or return the products they have. Whim is not a rent-to-own service, and payments made to Whim do not apply towards purchasing. However, it wouldn’t be flexible if you decided you loved a product and wanted to keep it forever, but could not purchase it. We exist to enable carefree exploration on a whim, not to lock people into paying forever for products. You may contact Whim at any time to request to purchase. We estimate the fair market value to determine the quoted price at the time a request to purchase is made. In some cases, the value of an item may appreciate (e.g. shortage), and so the quoted purchase price may increase. If we provide a purchase quote, you have seven (7) days to complete the purchase or the quote will expire. Purchasing an item from Whim may require agreeing to additional terms, such as understanding the item is sold as-is with no warranty. Some items may be Whim-specific, or otherwise not available for sale, in which case you will be required to purchase a new item from the manufacturer.
Whim does not provide refunds except in cases where you were charged in error or we have mistakenly sent you an incorrect or defective product. If you are dissatisfied, or believe there are other reasons why you should receive a refund, you may request we forgive a charge that you paid for in accordance with our Policy on Charge Forgiveness.
You must report property you received from Whim as lost or stolen by providing a police report, a sworn affidavit, or other official documentation, which states the circumstances. We do not acknowledge reports of lost or stolen property without formal documentation. Until formal documentation is provided, you will be required to return the property by the required return date. Once formal documentation is provided, you will be required to pay the replacement cost of the property in accordance with your contract with Whim. If you believe that, due to the circumstances, you should not be charged for the replacement cost of the property, you may request we forgive the charge in accordance with our Policy on Charge Forgiveness.
If Whim’s property was damaged in your possession outside of normal wear and tear, you are required to report it within the timeframe outlined in your contract with Whim, which is generally forty-eight (48) hours. You may be required to return the damaged property and pay for any cost we incur as a result of the damage. If you believe that, due to the circumstances, you should not be charged for the damage, you may request we forgive the charge in accordance with our Policy on Charge Forgiveness.
If you have a billing or charge-related dispute, we encourage you to contact us rather than initiate a dispute with your bank or credit card provider. A charge disputed with your bank or credit card provider does not release you from any obligations you have under your agreement with Whim. You may be responsible for additional fees to compensate Whim for costs we incur due to your chargeback if the chargeback was false or not permitted in accordance with the terms of your contract with Whim.
If an individual places a fraudulent transaction with Whim using your identity, we require you to provide us with a police report or other official documentation. Once we have received and authenticated the documentation, we will not attempt to hold you accountable to any obligations from the transaction, unless we have reason to believe that you did in fact place or authorize the transaction.
If Whim’s property is sold to a third party we will treat that property as having been stolen unless there are extraordinary circumstances. Whim may seek to recover the property from the buyer of the stolen property.
Whim takes falsification of documents and information for the purpose of committing fraud very seriously. If we suspect this has occurred, your account will be permanently suspended and we will open an investigation.
If you do not make timely payments, Whim may cancel your subscription and require return of the property. If Whim cancels your subscription, you will not be able to resume your subscription or keep the property. If you would like to resume your subscription after it was cancelled for non-payment, you may be permitted to submit an appeal to reinstate your subscription. If you have a balance after returning your property, you may request it be forgiven in accordance with our Policy on Charge Forgiveness.
Once your subscription has been cancelled, you are required to return the property by the return date unless you have submitted official documentation in accordance with our Policy on Lost or Stolen Property. You may be charged a daily holdover fee until the property is returned. In some states, refusing to return rented property after we provide a formal demand for you to return it is a crime and the property is considered stolen. We reserve all of our legal rights to recover any unreturned property as well as any losses incurred, including attorneys’ fees, which may include filing a lawsuit and/or contacting law enforcement when appropriate.
We take protecting the Whim ecosystem seriously. In the event Whim suspects that a crime may have occurred, for example, if something delivered to you was stolen, or if someone fraudulently placed an order using your identity, Whim may choose to investigate, which may include contacting you and others in connection with the investigation. You may voluntarily choose to cooperate, or refuse to cooperate, with any investigation. If you refuse to cooperate, your Whim account may be suspended until the investigation is complete. Any information we receive as part of an investigation that indicates a crime may have been committed may be shared with law enforcement. Whim’s employees and contracted third parties are not law enforcement officials, cannot arrest you, and cannot make decisions as to whether criminal charges are justified or should be prosecuted.
Whim may cooperate with law enforcement if we suspect that fraud or theft has occurred. Our decision to cooperate with law enforcement is unrelated to any obligations you may have with Whim. If we suspect a crime has occurred and cooperate with law enforcement, your decision to pay any balance or return the property will not change or influence our cooperation.
Our Customer Policies do not supersede any written contract. Fragile Inc d/b/a Whim, and Whim Experiences LLC, reserve all rights, including the right to make policy exceptions, and change these policies at our discretion, at any time and without notice. Our policies may change and be in effect before they are updated on this page.