At Renme.app, we are committed to ensuring a smooth and fair experience for both Listers and Renters. Below are the policies regarding the return of rented items and how refunds are handled in various scenarios.
1. Return of Borrowed Items
When you rent an item through Renme.app, it is your responsibility to return it in the same condition as when you received it, except for normal wear and tear. The following guidelines apply to all returns:
1.1 Condition of Return:
- Same Condition: Renters must return items in the same condition they received them, with no damage, missing parts, or alterations, except for normal wear and tear.
- Normal Wear and Tear: Minor wear that results from normal, expected usage is acceptable. However, significant damage or loss of the item will result in additional charges (see below).
- Clean and Ready for Use: All items should be returned clean and in a usable condition unless otherwise specified by the Lister.
1.2 Timeframe for Return:
- End of Booking Date: The item must be returned by the end of the booking period as specified in the rental agreement. Late returns are not acceptable unless an extension is mutually agreed upon between the Renter and Lister prior to the end of the booking period.
1.3 Failure to Return:
- Forfeiture of Security Deposit: If the item is not returned by the end of the booking date or returned in a damaged condition beyond normal wear and tear, the Renter will forfeit the security deposit initially paid to the Lister.
- Additional Fees: If the item is not returned within a reasonable period following the forfeiture of the security deposit, the Renter may also be liable for the full replacement cost of the item, as determined by the Lister.
2. Refund Policy
2.1 Cancellations by Renters:
- Renters may cancel their reservation and request a refund prior to the start of the rental period, according to the cancellation policy set by the Lister in the listing.
- Refunds will be processed according to the following general guidelines:
- Full Refund: If a cancellation is made within the allowed cancellation window (as defined by the Lister).
- Partial Refund: If a cancellation is made outside of the cancellation window but before the rental period begins, the Renter may be eligible for a partial refund, minus any applicable fees.
2.2 Cancellations by Listers:
- If a Lister cancels the reservation before the rental period begins, the Renter will receive a full refund of any payment made for that rental.
- If the Lister cancels during the rental period, refunds will be assessed on a case-by-case basis.
2.3 No-Show Policy:
- If the Renter does not pick up or accept the item at the agreed-upon start of the rental period without prior notice or cancellation, no refund will be issued.
3. Disputes Regarding Returns or Refunds
If there is a dispute about the return condition of an item or a refund, both parties (the Lister and the Renter) are encouraged to resolve the issue independently. If an agreement cannot be reached, Renme.app may mediate the dispute at its discretion.
To resolve the dispute, our team may request supporting documentation, such as photos of the item’s condition at the time of return, communication between the parties, and receipts for repairs or replacement.
4. Security Deposit
- A security deposit may be requested by the Lister at the time of booking. This deposit is held as a precaution against damages or failure to return the item.
- The deposit will be refunded to the Renter upon successful return of the item in the agreed condition by the end of the booking period. If the item is not returned or is returned damaged, the deposit will be forfeited, and additional fees may apply depending on the severity of the damage or loss.
5. Service Fee
The platform service fee of 1% of the total rental amount is non-refundable, even in cases where a full refund is issued to the Renter. This fee is used to cover administrative costs and maintain the platform.