Vendor school, part 3 of 3

Information about our security system, insurance and dealing with different situations.

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Written by Renate
Updated over a week ago

By being service-minded, pleasant and attentive, you increase the chances of good reviews from customers, as well as the chance that they will come back and rent from you next time they need something. We see that satisfied customers are happy to rent again from the same owner and good reviews are optimal for attracting new customers. It creates a security for those who want to rent.

The security system, how it works

To ensure as safe and secure a platform as possible, we have a security system in place to protect our users.

This begins with registration via Bank ID. This means that we can be sure that the person who rents is who they pretend to be.

When registering, you must enter contact information such as e-mail and telephone number. This information must be correct. If you come in contact with a customer with incorrect contact information (missing or incorrect telephone number), contact us.

If for some reason you get a bad feeling in dialogue with a potential customer, you can contact us and we can take a closer look at the customer. You also always have the right to refuse a rental request if it does not feel right.

As part of our security system, we do a credit check on those who want to rent. The reason why we do credit checks is that the value of the rental object is often much higher than the rent you pay. When a customer is blocked from renting, the most common reason for this is that they have not passed our credit check.

The process around credit checks is automatic and in certain cases, our manual assessment may be that the customer should be allowed to rent, even if he did not pass the credit check. For example, if a customer has blocked their social security number, the credit check will cause the customer to be blocked. Then we can do a manual inspection of the customer. Have you had a rental request canceled due to that the customer has been blocked from renting, and then receive a new rental request from the same customer, this means that the customer has been in contact with us and that we judge that it is not a problem to rent out to this individual. If you are unsure, you can always contact us or choose to decline the request.

In addition to this, we also do manual screenings of those who want to rent and keep a close eye on the activity on the platform to be able to weed out any risk cases.

Something we have communicated before is that our drone category is a vulnerable category to damages. One measure we have taken to reduce the number of injuries after careful investigation of injuries is to increase the age limits for renting drones. You must now be at least 25 years old to rent a drone via Hygglo.

As someone renting out on Hygglo, you also help to make the platform safer and better for others by always leaving a review after the rental period has been completed.


When it comes to our insurance terms, you will find these here. We recommend everyone who rents out their things to familiarize themselves with the terms of the insurance, so that you know what is covered by the insurance and whether you need to have your own insurance.

In short: Our all-risk insurance covers damage and loss on most things that are rented out at Hygglo, this has a cap of 30,000 kr, so if you rent out something at a higher value, you must have your own insurance. Our insurance then replaces your deductible of up to 10,000 kr. See the link above for complete terms and exceptions, for example, vehicles and trailers have a deductible of 1,500 kr that the customer pays and boats and caravans / motorhomes are only covered by our deductible compensation of up to 10,000 kr.

Below you will find answers to some of the most common questions we get about insurance:

  • How is a product valued if it is damaged during rental?

It is valued at market value, ie the value a product has on the market where age and wear are taken into account. You will be replaced up to market value, ie what it either costs to buy the corresponding thing used, or if it is very new, it can be replaced at a new price. The valuation is made by either looking at what other similar goods are sold for used, through an expert's opinion or by using the settlement table in the terms.

  • What is meant by negligence?

Our insurance covers damage to rented items during rental, but if the damage is a result of the customer being negligent, the customer will be liable for the damage he has caused. By negligence we mean inattentive and careless behavior from the customer, e.g. if you forget a camera you rented on the subway, or if you refuel with the wrong fuel. However, there are many gray areas, so it is always good to contact us if an injury has occurred.

In all cases where the customer intentionally causes damage to rented equipment, the customer will be liable for costs of damages.

  • Wear and tear?

Our insurance applies in the event of sudden and unforeseen damage to or loss of leased property. That is, damage that occurs as a result of the thing being rented out.

Hygglo's motto is that "Things should be used", and when you use something, normal wear and tear is common, whether it is you who uses your thing or a customer. Wear and tear is not covered by our insurance and the idea is that the income from the rent will cover wear and tear on the equipment.

Are you unsure if it is normal wear and tear or if it is covered by our insurance? Contact us!

The customer is sick

You have a customer who has become ill and therefore cannot rent at the booked time. It is too late for the customer to cancel to get a refund. How do you handle this?

In case of late cancellation, the cancellation policy applies, even if a customer becomes ill. On the other hand, we would like you to be helpful in such a situation and try to come up with a solution, especially now that we are in such an unusual and special situation with covid-19 where you have to be extra careful. A good solution might be to move the rental period to a later date. When you have agreed at a new date, you contact us at support and we will update the date on the order. It is important that this is done before the original rental period is over.

If there is too much uncertainty or if you do not find a new time, many choose to cancel the booking and refund the rent to the customer. This will then send a full refund to the customer, including our booking fee. By showing that you are helpful and understandable in such situations, you increase the chance that the customer is left with a good impression of you and thus there is a much greater chance that the customer will return and rent from you when he is healthy again.


When a customer cancels an order, the cancellation terms apply, it is these that determine how much is refunded to the customer and how much is paid out to you. If you have to cancel an order, the customer is entitled to a 100% refund. In this case, it is always you who cancels the order in the system. Then a refund is sent to the customer automatically for the entire rental amount.

If something is wrong with the item the customer has rented so that they can not use it, you should arrange a return as soon as possible and offer a full refund as the customer did not receive what they had ordered. It is your responsibility to ensure that the item works and that the description of the item corresponds to reality. To repay a customer for a rent that has already begun, you must cancel the rent instead of marking the thing as returned. If you mark the item as returned, the rent will end and then you will no longer have the opportunity to repay the customer.

Include fixed price consumables in the rental price

Before the customer pays for a rent, you can update the price of a booking. We recommend that if you have fixed additional prices, such as if you offer some extra accessories for X-amount or if you offer free miles on the van for an extra X-amount, then you include agreed add-ons in the rental price before the customer pays. This will be much easier for the customer, as they only have one payment to deal with, and you do not have to end up in a situation where you chase extra payment from the customer after the rent. In addition, the customer will then receive the full payment on a receipt, which is much easier for everyone, especially if the customer rents for a company.

Variable costs that are not set before the rent has started/is over, for example cost per extra km, fuel or other consumer goods, we are happy to see that you solve this directly between you upon return, as we as of today do not have a good solution that supports extra payments after the rental period has ended.


Speaking of consumables, did you know that we have created a guide on how to best handle this? You can find it here:

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