Accessibility & Complaints

1. Our Commitment

Rent Vibe is committed to making our marketplace usable by everyone, including people with disabilities. We aim to meet the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA as our accessibility standard, and we treat accessibility as an ongoing effort rather than a one-time project.

2. Measures We Take

• Semantic page structure with headings, landmarks, labels, and screen-reader-only text on icon-only controls;
• Keyboard-accessible navigation and controls, with a visible focus indicator on every focusable element and a skip-to-content link;
• Touch targets sized for reliable tapping on mobile devices, and a bottom navigation bar on small screens;
• Respect for the operating system's "reduce motion" preference, so animations and transitions are minimized when you ask for that;
• Text and interface colors chosen for contrast against their backgrounds, and a responsive layout that continues to work when you zoom or use a small screen; and
• Alternative text on images we control, plus descriptive labels and captions on form fields and buttons.

3. Known Limitations

We want to be honest about where we are not yet fully accessible:

• Listings are created by members, so photos uploaded by owners and renters don't always have descriptive text, and we cannot guarantee the quality of that content;
• The map view of nearby listings can be difficult to use with a keyboard or a screen reader — the list and grid views show the same listings and are the recommended alternative;
• Some steps in a rental take place on third-party pages outside our control, including Stripe's checkout, our identity verification provider's hosted page, and buy-now-pay-later flows, so their accessibility is governed by those providers;
• Signed rental agreements are delivered as PDF documents, which may require additional steps to read with assistive technology; and
• Some older pages and content in the app have not yet been fully audited against our accessibility standard.

4. Feedback and Assistance

If you encounter a barrier on Rent Vibe, or if you need information about a rental, your account, or an agreement in a different format, please contact us through the Contact Us page. Please tell us the page or feature you were using, what happened, and the device or assistive technology you use if you're comfortable sharing it. We will acknowledge your message and work with you on an alternative way to complete what you were trying to do, including assisting you directly where that's possible. We aim to respond within five (5) business days.

5. Complaints and How to Escalate

If you have a complaint about the Platform, a rental, a charge, or another member, please contact us through the Contact Us page so we can investigate. To help us resolve it quickly, include the booking details, what went wrong, and any supporting information such as photographs or condition records.

• Acknowledgment and review. We will acknowledge your complaint and review the relevant records, messages, and checklists, and we may ask you for additional information.
• Escalation. If you are not satisfied with the outcome, you may ask for the matter to be escalated for a further review, consistent with the escalation process in Section 6.4 of our Terms of Service.
• Your consumer rights. Nothing in our Terms of Service — including the arbitration provision in Section 14.1 and the class action waiver in Section 14.2 — waives any consumer right that cannot lawfully be waived, and nothing prevents you from contacting a government agency. You may also opt out of arbitration as described in Section 14.1.
• Government agencies. Residents of some jurisdictions may file a complaint with their state attorney general, a state or local consumer protection agency, or another applicable regulator. You are not required to complain to us first in order to do so.

6. Ongoing Improvement

We review accessibility as we build and update the Platform, and we use the feedback we receive to prioritize fixes. This statement will be updated as our accessibility work progresses.