Security and verification on Hygglo
Hygglo’s security system combines verification, monitoring, and eligibility checks to keep the platform safe for everyone.
Identity verification: Every borrower completes a verification process before renting. Depending on the country, this may include ID or address confirmation (for example, through BankID in the Nordics or document checks in the UK, US and Canada).
Accurate information: Users must provide correct contact details.
Safety monitoring: Platform activity is automatically monitored to detect suspicious or high-risk behaviour.
Age limits:
General items: Minimum 18 years old
Vehicles: Minimum 23 years old
Motorcycles: Minimum 30 years old
If you ever feel uncertain about a borrower, you can decline the request. For anything suspicious, contact Hygglo Support on info@hygglo.com.
Hygglo Care - Protection for users
Hygglo Care helps protect your items during verified rentals. The coverage and limits may differ slightly between countries, but the principle is the same everywhere: verified rentals are protected, and you receive help if something goes wrong.
General items – Covered up to 30 000 SEK/NOK/DKK / 3 000 GBP / 3 000 USD / 3 000 EUR, with no excess.
Vehicles – Covered up to 300 000 SEK/NOK / 200 000 DKK / 30 000 GBP / 30 000 USD / 30 000 EUR. Excess and eligibility rules depend on vehicle type and market. For motorcycles, Hygglo’s own platform rule requires the borrower to be at least 30 years old.
Please read the full insurance or guarantee terms for the item category before accepting a booking.
Frequently asked questions about protection
How is an item valued if it breaks during a rental?
It is valued at market value, meaning the value the item has on the market considering age and wear. Compensation is based on the market value of a comparable used item, or in some cases a new replacement value. Valuation may be based on comparable second-hand listings, expert assessment, or the valuation table in the terms.
What does negligence mean?
Our protection can cover damage to rented items during a rental, but if the damage is caused by the borrower’s negligence, the borrower may be liable. Negligence means careless or inattentive behaviour, for example forgetting rented camera equipment on public transport or filling a vehicle with the wrong fuel. There are grey areas, so it is always best to contact us if damage occurs.
If the borrower intentionally damages rented equipment, the borrower is liable for the damage.
Wear and tear vs damage?
Our protection applies to sudden and unforeseen damage or loss that occurs because the item was rented out. Normal wear and tear is not covered. Hygglo’s motto is “Things should be used”, and normal wear is expected when items are used. Rental income should help cover normal wear on equipment.
If you are unsure whether something is normal wear or covered damage, contact us.
The borrower has become ill
Sometimes a borrower becomes ill and cannot rent at the booked time. If it is too late for the borrower to cancel for a refund, the normal cancellation terms apply. However, we encourage lenders to be helpful and try to find a solution when possible.
A good solution may be to move the rental period to a later date. Once you have agreed on a new time, contact support so we can update the booking. This must be done before the original rental period has ended.
If there is too much uncertainty, or you cannot find a new time, many lenders choose to cancel the booking and refund the borrower. Showing flexibility and understanding increases the chance that the borrower has a good experience and returns to rent from you again.
Cancellations
When a borrower cancels an order, the cancellation terms determine how much is refunded to the borrower and how much is paid to you. If you as the lender need to cancel an order, the borrower is entitled to a 100% refund. In this case, you must cancel the booking in the system, and the full refund will be sent automatically.
If there is something wrong with the item and the borrower cannot use it, agree on a return as soon as possible and offer a full refund if the borrower did not receive what they booked. It is your responsibility as lender to make sure the item works and that the description matches reality.
To refund a borrower after a rental has already started, cancel/end the rental instead of marking the item as returned. Once it is marked as returned, the rental is completed and you can no longer issue a refund through that flow.
Include fixed add-ons in the rental price
Before the borrower pays for a rental, you as the lender can update the booking price. We recommend adding any fixed extra costs to the rental price before payment, for example extra accessories or free mileage for a van for a fixed fee.
This is easier for the borrower because they only need to make one payment, and it avoids situations where you need to chase extra payment after the rental. It also means the borrower receives one receipt for the full amount, which is especially useful for business rentals.
Variable costs that are not known before the rental starts or ends, such as extra mileage, fuel or consumables, should generally be handled directly between lender and borrower when the item is returned, as Hygglo does not currently have a good solution for extra payments after the rental has ended.
Read more: Items that wear with use and consumables.