We understand how frustrating it is when a rental doesn’t go as planned. If you didn’t receive the item you booked due to something the lender did—or didn’t—do, don’t worry. We are here to help!
What qualifies as a “Rental Didn’t Happen” case?
This applies when the rental item wasn't received and the responsibility lies with the lender. Examples include:
The lender didn’t show up at the agreed time or location.
The item wasn’t made available for collection.
Am I entitled to a refund?
Yes. If the rental didn’t go ahead due to the lender’s actions or inaction, you’re eligible for a refund.
Important: These cases are time-sensitive. Please contact us as soon as possible, ideally before the booked rental period has ended, for the smoothest experience.
What should I do if my rental didn’t happen?
If your rental didn’t take place, don’t cancel it yourself.
Why? If the borrower cancels after the rental period has started, no refund will be issued in accordance with the cancellation policy, and the lender will receive a payout. This complicates the situation and makes manual processing more troublesome.
Instead, leave the rental as is and contact our support team directly. Make sure to include:
Booking number – so we can locate your rental in our system.
What happened – a clear, honest description of the issue.
Supporting evidence – any proof that backs up your claim (e.g. screenshots, photos, or chat messages).
Tip: Messages exchanged with the lender on our platform are particularly helpful, as they provide clear context and enable us to resolve issues more efficiently. That’s why we strongly recommend keeping all communication within the platform—it keeps everything in one place, which is especially useful in the event of a dispute.
What happens after I report the issue?
Once we receive your report, our team will:
Review the information you’ve provided.
(If needed) Contact the lender to get their side of the story.
Make a fair decision based on all available information.
If your case is approved, we’ll confirm and process your refund.
When will I receive my refund?
Once your refund is processed, it usually takes 5–10 working days for the funds to appear in your account. This can vary depending on your bank. If it’s been more than 10 working days and you still haven’t received the refund, please contact us.