What if my item comes back damaged?

Before approving check-out, take detailed photos of any damage. Don't approve if there's a real problem — file a dispute from the rental page instead.

When you file a dispute, the renter's payment is held (rental fee + deposit don't move) until our team reviews. Submit: - Photos of the damage - A short description of what's wrong - Photos from check-in (we have those automatically) for comparison

We weigh check-in vs check-out photos, the timing of late-uploaded photos, and any messages between you. Common outcomes: full deposit retained, partial retention, or full refund (if damage isn't substantiated). Decisions usually land within a few business days.

For damage exceeding the deposit, we encourage you to work it out directly with the renter first. Reach out via the conversation thread on the rental page.