Privacy and safety

What another member sees

Your first name, your handle, your photo, your bio, your closet and your reviews. That is the whole list.

Never: your full name, your email address or your phone number. Not in a message, not on an order, not on a delivery, not at any point. Your street address, only on a shipping label. See below.

Addresses

Jelly passes an address to the courier because a driver has to drive to it. Members do not receive each other's addresses at any stage, including when a delivery fails (with one exception, the shipping label). A street address is only asked for when a courier leg or a parcel actually needs one; a zip code is enough to sign up. See Delivery methods.

A shipping label is the one exception. A carrier cannot deliver a parcel without a name and an address, so the label carries your first name, last initial and address: the lender's label has the renter's, and the return label the renter prints has the lender's. It is inside the label file, which only the member shipping that leg can open, and nowhere else: not on the order, in a message or on a profile. The sender on every label is Jelly Shop, and your phone number and email are never printed on one. You are told before you book a shipped order, and a lender is told when she turns shipping on. The label is made by Jelly's shipping provider and the carrier, who receive the names and addresses on it. See Shipping.

Your identity documents

The ID check is run by Jelly's verification provider. The document and the selfie go to them directly. Jelly never receives, sees or stores either one, only whether the check passed. See Your account.

Condition captures

The videos and photos taken at each handover are never public. Both parties on that order and Jelly's support desk can watch them through a short-lived link, and nobody else can. They are deleted 90 days after the rental closes, or a year after any issue that refers to them is resolved.

Mona

What you type to Mona is sent to the model that writes her replies. Your name, handle and email are not, and emails, phone numbers, addresses and card-like numbers are stripped out of anything that is. What she is allowed to say about policy comes from a fixed sheet rather than from the model's memory. See Mona.

Payment details

Card details are held by Jelly's payment provider. Jelly stores enough to show you which card is which. See Payments, cards and charges.

Staying safe

• Keep it on Jelly: messages, bookings and payments. Anything arranged off it has no record and cannot be mediated.
• Nobody from Jelly will ever ask for the code we text you. It is how you sign in (there is no password), so anyone asking for it is asking for your account.
• Block anyone you want to, immediately, without a reason, and without them being told, except someone you have a rental or a sale still going with. That waits until it is finished; until then, message Jelly Support from the order.
• Report a member, a listing, a message or a reply from Mona. Reports are confidential. See Community guidelines.
• A handoff is a meeting. Pick somewhere public and ordinary, and if you would rather not meet, pick another method on that piece: a courier where you are both in New York City, or shipping where the piece ships. If it feels wrong when you get there, do not go through with it. Say so on the order afterwards. See Handoff.
• In an emergency, call 911. Jelly is not the first call.

What a scam looks like

Almost all of them come down to getting you off Jelly. Treat any of these as a reason to stop and report it:

• Being asked to move the conversation off Jelly: to a text thread, a social account, an email.
• Being asked for your phone number, your email, your bank details or your card, by another member or by anyone claiming to be from Jelly.
• Being offered a better price somewhere else, or asked to pay part of a booking outside Jelly. Splitting a payment is the same thing as arranging the whole rental off Jelly: what Jelly cannot see, Jelly cannot mediate, refund or collect on.
• Being pushed to skip the booking and settle it directly.

Report it from the message, the piece or the closet, or write to info@onjelly.com. Nobody from Jelly will ever ask you for a sign-in code, a full card number or a photograph of your ID in a message.

Your data

• Export everything on your account whenever you want it.
• Delete your account. Jelly tells you first if something is in the way: an open order, an open claim, money owing, or a payment on an offer still being confirmed with the bank. Deleting removes your cards, unlists your closet and drops your private records. Some records are kept where the law or a payment provider requires it.

The full detail is in the Privacy Policy.