Most rentals on Hygglo run smoothly. When issues do occur, we want the process to be clear, fair, and efficient for both lenders and borrowers. This article explains what to do if there is a disagreement, damage or loss, and how Hygglo’s Support and the Resolutions Team handle cases.

Try to resolve the issue directly

If something happens during a rental, we always encourage you to communicate with each other first. Many issues can be solved quickly between users.

Support is always available to explain the rules and guide you if needed.

When to contact Support

Please contact Support as soon as possible if:

The item is damaged
The item is not returned after agreed rental period
The item is lost or stolen during the rental
You and the other user cannot reach an agreement
The other user has stopped responding
You need to report a damage or loss claim

Support will review the situation, explain what applies, and guide you through the next steps.

Damage or loss during a rental: insurance or guarantee applies

If an item suffers sudden and unforeseen damage, or is lost or stolen, during a verified rental, the rental is covered by either:

Omocom insurance, or
The Lender Guarantee, depending on the market and item category.

In such cases, the lender must submit a damage/loss claim.

Support will send the correct claim form based on:

Country
Item category
Whether insurance or the guarantee applies

Coverage limits vary by market and item category.

How to submit a damage or loss claim

To begin, the lender should contact Support via the message function or email and provide:

The booking ID
A short description of what happened

You will then receive the correct claim form.

In the claim form, you may be asked to attach:

Photos or videos of the damage
A description of how it happened
Proof of value (receipt, quote, or link)
A police report if theft is suspected

Important:

Claims should be reported as soon as possible
Information shared with Support is not automatically forwarded to Omocom or Resolutions
Do not submit multiple claims for the same issue or booking

When Hygglo’s Resolutions Team becomes involved

If you and the other user cannot agree, or if Support cannot help you reach a solution, the case may be escalated to Hygglo’s Resolutions Team.

The Resolutions Team is a neutral decision-maker and handles several types of cases:

A. Disputes between users

Not all cases sent to the Resolutions Team are guarantee or liability cases.

The Resolutions Team also handles disputes, for example when users disagree about:

What happened during the rental
Whether damage occurred before pick-up
The return condition
Missing accessories
Who is responsible for a misunderstanding
Whether a late return fee is reasonable
The item received does not match the description

In these situations, Resolutions will:

Review both parties’ statements
Examine photos, messages and evidence
Make an impartial assessment
Provide a clear and fair conclusion

This applies even when no insurance or guarantee claim is involved.

B. Borrower-liability cases (negligence or misuse)

If an item was damaged or lost due to negligence, misuse, or behaviour not covered by insurance or the guarantee, the case is handled entirely by the Resolutions Team.

The lender does not have to negotiate directly with the borrower.

Resolutions will:

Assess the evidence
Determine responsibility
Decide if compensation is owed
Instruct the borrower on how to compensate the lender

C. Lender Guarantee claims

All guarantee claims, for all markets, are handled by the Resolutions Team.

Resolutions:

Collects evidence
Assesses what happened
Determines compensation
Handles payout decisions

How liability is assessed

Borrowers must take proper care of the items they rent. Liability may apply if damage or loss is caused by:

Negligence or carelessness
Improper or unsafe use
Lack of necessary skill or experience
Leaving items unattended or unsecured
Failing to follow instructions
Theft due to not securing the item

Insurance/guarantee protection does not apply in cases of:

Gross negligence
Intentional damage
Misuse or irresponsible handling

What happens in these cases

If borrower liability is suspected:

The case is handled entirely by Hygglo’s Resolutions Team
The lender does not need to negotiate directly with the borrower
Resolutions reviews evidence and makes a liability decision
Hygglo coordinates any required compensation

This ensures a fair and neutral resolution.

What Resolutions does not handle

Omocom insurance claims (submitted directly to Omocom)
Appeals about Omocom’s decisions (must go through Omocom)

Resolutions may assist with information but does not decide insurance outcomes.

If you have appealed to Omocom and still believe the decision is incorrect

If the lender has already:

Submitted the claim to Omocom, and
Filed an official appeal to Omocom, and
Still believes the decision is incorrect based on the evidence,

…then the lender may submit the case to Hygglo’s Resolutions Team for a final review.

The Resolutions Team will:

Review the full case file
Evaluate whether Omocom’s decision aligns with the evidence and policy
Determine whether Hygglo should intervene or take further steps

This step is only available after Omocom’s full appeal process has been completed.

When a case becomes an insurance or guarantee claim

If Omocom insurance applies

Support provides the correct Omocom claim form
The claim is submitted directly to Omocom
Omocom handles the claim from start to finish
Hygglo may help with documentation but does not make the decision

If the Lender Guarantee applies

The entire case is handled by Hygglo’s Resolutions Team, including assessment and compensation decisions

If the issue involves borrower liability

It is not an insurance claim
It is handled fully by Hygglo’s Resolutions Team

If you disagree with a Resolutions decision

You may provide new evidence or information for review.

Without new information, the decision stands.

If you disagree with an Omocom insurance decision

You must contact Omocom directly to appeal.

Hygglo may review exceptional cases if needed.

Most issues are resolved quickly

Most smaller issues are resolved directly between users, often within 24 hours.

Escalated disputes and claim cases may take longer depending on complexity and documentation.

Summary: who handles what

Situation	Handled by
Sudden & unforeseen damage	Omocom or Hygglo Resolutions
Loss or theft during the rental	Omocom or Hygglo Resolutions
Users cannot agree / dispute about what happened	Hygglo Resolutions
Negligence, misuse or borrower liability	Hygglo Resolutions
Lender Guarantee claims	Hygglo Resolutions
Appeal of Omocom decision	Omocom, then Hygglo Resolutions (after insurer appeal completed)
Minor misunderstandings	Users (with Support guidance)