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Dispute Resolution

Fair, transparent process to resolve conflicts between renters and owners

Our Commitment to Fair Resolution

At rentA, we strive to create a trustworthy marketplace where transactions go smoothly. However, we understand that sometimes issues arise. Our dispute resolution process is designed to handle conflicts fairly, efficiently, and with respect for all parties involved.

We encourage users to resolve issues directly whenever possible. Most problems can be solved through open communication and mutual understanding. Our dispute process is here as a safety net when direct resolution isn't working.

Common Dispute Types

Item Not as Described
The item you received doesn't match the listing description or photos
Item Damaged or Missing
The item was damaged when you received it or never received at all
Payment Issues
Problems with payment processing, refunds, or incorrect charges
Return Disputes
Disagreements about item condition upon return or damage claims
Cancellation Disputes
Issues related to rental cancellations and refund policies
Communication Problems
Difficulties communicating with the other party or unresponsive users

Resolution Process

1
Try Direct Resolution
First 24 hours
Contact the other party first through our messaging system. Many issues can be resolved through direct, respectful communication.
2
Open a Dispute
Within 48 hours of issue
If direct communication doesn't work, open a formal dispute through the rental transaction page. Provide all relevant details and evidence.
3
Provide Evidence
Within 3 days of opening
Submit photos, messages, receipts, or other documentation supporting your case. The more evidence, the better we can help.
4
Review and Investigation
3-5 business days
Our support team reviews both sides of the dispute, examines evidence, and may request additional information from either party.
5
Resolution Decision
1-2 business days after review
We make a fair decision based on evidence, our policies, and terms of service. You'll receive a detailed explanation of the outcome.
6
Implementation
Immediate upon decision
If a refund or compensation is approved, it's processed automatically. Both parties are notified of the final resolution.

What Evidence to Provide

Strong Evidence Strengthens Your Case
The more documentation you provide, the better we can evaluate and resolve your dispute

Photos and Videos

  • Take clear, well-lit photos from multiple angles
  • Include timestamps when possible
  • Document damage, defects, or discrepancies
  • Show serial numbers or identifying marks if relevant

Communication Records

  • Screenshots of messages with the other party
  • Email confirmations and receipts
  • Records of attempted communication
  • Any agreements made outside the platform (discouraged)

Documentation

  • Rental agreement and transaction details
  • Original listing description and photos
  • Payment receipts and invoices
  • Police reports for theft or serious damage

Possible Outcomes

Full Refund
Complete return of rental payment if item was not provided, significantly misrepresented, or unusable
Partial Refund
Proportional refund for issues that partially impacted the rental experience
Compensation
Payment to the owner for damage caused by the renter beyond normal wear and tear
Credit or Voucher
Platform credit for future rentals as alternative compensation
No Action
Dispute dismissed if evidence doesn't support claims or policies weren't violated
Important Guidelines

Timing Matters

Open disputes within 48 hours of discovering an issue. After 7 days, disputes may not be accepted unless there are exceptional circumstances.

Be Honest and Factual

Provide truthful information and genuine evidence. False claims or manipulation may result in account suspension and loss of dispute.

Respond Promptly

When we request additional information, respond within 48 hours. Failure to respond may result in dispute dismissal.

Our Decision is Final

After careful review, our resolution decision is final. We base decisions on evidence, policies, and fairness to all parties.

Legal Recourse

Our dispute resolution doesn't prevent you from seeking legal remedies. However, we encourage using our process first as it's faster and often more effective.

Preventing Disputes
Best practices to avoid conflicts before they happen

For Renters

  • • Read listing descriptions carefully
  • • Ask questions before booking
  • • Inspect items upon pickup
  • • Document condition with photos
  • • Return items on time

For Owners

  • • Provide accurate descriptions
  • • Include clear photos
  • • Document pre-rental condition
  • • Respond to questions promptly
  • • Inspect returns immediately
Need to Open a Dispute?
We're here to help resolve your issue fairly and quickly
Contact SupportView Help Center