Here we have gathered useful information to help you understand how the platform works, enabling you to provide even better service to borrowers. Wondering how to change the price of a rental request or how rental cancellation works? You’ll find the answers below!
Extending a rental period
Borrowers and lenders can request a rental extension directly from the active rental screen.
From the rental period section, tap Extend rental and choose a new end date. On the last day of the rental, the same option also appears in the main order actions area.
When the borrower requests an extension
The borrower sends an extension request from the active rental screen. You can accept or decline the request, just like a normal booking request.
When you start the extension
As a lender, you can initiate and confirm an extension directly from the order screen. You also have the option to adjust the price for the extra rental period.
Important: An extension creates a separate new booking with its own order number, chat, and handover. It does not modify the original booking.
Changing the price
You can manually adjust the price of rental requests (for example, if you have agreed on a special price). Simply go into the request and click on the price, where you will have the option to manually adjust it. This change will not affect the price of other requests or the listing itself.
Note: The price cannot be changed after a rental request has been paid, so any adjustments must be made before payment. For rental extensions, you can adjust the price when you initiate or confirm the extension from the order screen.
Changing the rental date
As a lender, you can change the rental dates yourself directly from the booking screen. Pick a new start date and the booking will shift to the new dates while keeping the same rental length.
The calendar automatically blocks dates that cannot be used, such as dates with other bookings or blocked days.
Note: Changing the dates does not change the rental length or rental price. If the borrower needs to keep the item for longer than the original booking, use Extend rental from the active rental screen.
Pick-up & return – Days vs. 24 hours
Rentals are based on days, not 24-hour periods. If a borrower books for one day, they should pick up and return the item on the same day.
If you wish to be flexible and allow an earlier pick-up or a later return by a day or so, you are free to do so, as the applicable insurance or guarantee remains valid. However, any extension beyond this must be properly recorded on the platform, as failure to do so may affect the validity of the insurance or guarantee.
Cancellation & refunds
Once a borrower has paid, the cancellation policy applies. If the borrower cancels before the rental starts, the refund amount depends on the cancellation terms you have set. The remaining amount is paid to you (minus our commission). If the borrower cancels on the rental start date or after the rental has begun, no refund is issued, and you will receive full payment.
If you need to cancel a rental, the borrower is always entitled to a full refund. Therefore, it is essential that you, as the lender, cancel the booking to ensure the borrower is fully refunded.
To cancel a booking and issue a refund, go to the booking in question. Press the "Refund the rental" button followed by the "Cancel the rental" button on the confirmation pop-up.
Blocking days & vacation mode
In your profile, you will find the options “Block days” and “Turn on vacation mode.”
Blocking days
If you are unavailable for a period, remember to block those days so that no one can book during that time. Your listings will still be visible, and you will still receive requests for available dates.
Vacation mode
If you will be away and unable to respond to messages, enabling holiday mode ensures that you will not receive notifications, and borrowers will be informed that you may not reply promptly.
Note: Slow or no responses will not affect your response time statistics when holiday mode is activated.
Locations & multiple listings
When creating a listing, you can add up to 5 locations for pick-up. Each location generates a separate listing. When a borrower searches for an item, they will only see the listing for the location closest to them.
When you receive a rental request, you will see which address the request was sent from. If you cannot accommodate the pick-up at that location, inform the borrower and suggest an alternative address before accepting the request to avoid payment issues.
Additional locations should not be used for marketing purposes but should reflect actual locations where you can hand over the item. For example, if you can bring the item to work for pick-up, you may list that address as well.