Frequently Asked Questions
Everything you need to know about The Bookshelves
For Readers
How does the deposit work?
You pay a one-time refundable deposit of â‚ą300 through the app. This deposit stays with us while you borrow books. When you're done and return all books in good condition, you can request a full refund at any time.
What if I damage or lose a book?
Minor wear is expected and acceptable. For significant damage or loss, the replacement cost will be deducted from your deposit. You'll need to top up your deposit to continue borrowing. Most paperbacks cost â‚ą200-400 to replace.
Are there any late fees?
No late fees! We believe in trust over penalties. However, if books aren't returned after 7 days, your borrowing privileges will be paused until you return or exchange them at a café.
How do café discounts work?
When you visit a partner café and return/exchange a book via QR verification, you unlock discounts: 10% during non-busy hours, 5% during busy hours (when exchanging). The discount applies to your order at that café, that day.
Can I borrow multiple books at once?
Currently, you can borrow one book at a time. This keeps the system simple and ensures books circulate quickly across the network. We may introduce multi-book borrowing with higher membership tiers in the future.
Can I return a book at any café?
Yes! You can return or exchange books at any partner café across the city. Just scan the QR code at checkout, verify through the app, and you're done.
For Cafés
What's the onboarding process?
We do a site visit to ensure you meet requirements (15-20 seats, shelf space, etc.). You pay a one-time â‚ą2,000 onboarding fee, which is recovered after 10 new reader onboardings. We install QR codes, train staff, and stock books. The whole process takes 1-2 weeks.
How is footfall verified?
Readers scan a QR code at your checkout and verify via the app. This creates a timestamped record of the visit. You earn â‚ą49 for each verified transaction (return or exchange).
Who sources the books?
We handle all book sourcing, inventory management, and circulation. You just provide shelf space and verify transactions. Books rotate based on demand and reader preferences.
What if a book is damaged at my café?
We track damage per location. If books are consistently damaged at a specific café (beyond normal wear), we'll work with you to improve handling. You're not financially liable unless there's clear negligence.
How does the discount program work?
You set your busy hours in the partner dashboard. Readers get 10% off during non-busy times, 5% during busy hours (when exchanging books). This incentivizes off-peak visits while still driving footfall during peak times.
Trust & Safety
How do you prevent abuse?
Every transaction requires app verification with location tracking. Suspicious patterns (e.g., multiple accounts, fake returns) are flagged automatically. Deposits create skin in the game for readers, and performance-based pay ensures café accountability.
What data do you collect?
We collect: transaction timestamps, café locations (via QR), borrowing history, and payment info. We never sell data. Cafés see aggregated analytics only. Readers' personal info stays private. See our Privacy Policy for details.
How do you handle disputes?
If there's a dispute (e.g., book damage claims, missed discounts), both parties can submit evidence via the app. Our support team reviews within 48 hours and makes a fair decision. Most issues are resolved amicably through app-based communication.