Damage & deposit process
What happens when an item comes back damaged, step by step.
1. Owner reports damage at return
Instead of confirming a clean return, the owner opens a dispute from the booking, describing the damage and attaching photos.
2. Both sides submit evidence
The renter can respond with their own return-time photos, and both handover photos from the start of the booking are compared.
3. The dispute is reviewed
Our team reviews the evidence from both sides against the timeline of the booking to determine what actually happened.
4. Resolution
The outcome is one of: a full refund of the deposit to the renter, a partial deduction covering the actual damage, or full release of the deposit to the owner if the damage claim holds up.
Why handover photos matter here
Every damage dispute is resolved by comparing handover-time photos against return-time photos. Skipping condition photos at handover makes disputes much harder to resolve fairly.