Damage, Late Returns, and Disputes Policy

1. Overview

Rent Vibe is a marketplace, not an insurer, and it does not underwrite or sell insurance. The security deposit holds and damage waivers described in this policy are contractual protections, not insurance policies. Each non-housing rental is secured by either a security deposit hold or a non-refundable damage waiver fee elected by the Renter. For housing rentals, the Renter selects either a $300 security deposit hold or a non-refundable $45 damage waiver fee. Where a security deposit applies, it is collected as a temporary authorization hold, not a charge, and is released if no valid claim is filed.

2. Security Deposit Authorization Hold

When a booking includes a security deposit, Rent Vibe places a temporary authorization hold on the Renter's payment card via Stripe at checkout. The hold authorizes the deposit amount but does not charge the card. The hold remains active for the duration of the rental and is released automatically twenty-four (24) hours after the scheduled return date if no damage, loss, or cleaning claim has been filed by the Lister through the Platform. If a valid claim is filed within that 24-hour window, the hold is preserved pending resolution.

A credit card is required for the deposit hold for serialized electronics, motorized vehicles, and heavy equipment. Debit and prepaid cards are not accepted for these high-risk rentals. All other items may be booked with either a debit or a credit card.

2.1 Housing Arrival and Check-Out Records. For housing rentals, the owner must record the property's condition at the start of the stay through the arrival guide and check-in record — including the access method and code, check-in and check-out times, Wi-Fi and parking details, the house rules, and photographs of each room and anything already damaged — and again at the end of the stay through the check-out record. These records are the baseline for assessing damage: damage that was not documented in the arrival record is presumed to have occurred during the stay. The renter is shown the owner's records and may add their own photographs and verify the inspection; the renter's verification confirms only the condition documented at that time. The guest's "before you leave" task list and the owner's turnover checklist are practical tools and do not by themselves establish the property's condition.

2.2 Housing Cleaning Fees. Cleaning is not covered by the damage waiver, which excludes normal wear and tear. If the check-out record shows the property was left requiring more than ordinary tidying, the owner may assess a cleaning fee of $50 for light cleaning or $150 for deep cleaning. Cleaning fees are separate from damage claims, are charged through the direct damage charge process, and may be deducted from the security deposit hold where one is in place.

3. Damage Waiver Option (Renter-Selected)

3.1 Non-Housing Damage Waiver. For non-housing listings, the Renter may choose between a security deposit hold and a non-refundable damage waiver fee at checkout. The Lister does not choose or override the Renter's selection. The waiver fee is $15 for items with a declared replacement value under $1,000, and $25 for items $1,000 or more. No authorization hold is placed on the Renter's card. The waiver covers physical damage that renders the item broken or unable to function, with a $0 deductible. It does not cover normal wear and tear, or lost or stolen items (which may still be charged up to the full declared replacement value).

3.2 Housing Damage Waiver. For housing rentals, the Renter may instead pay a non-refundable $45 damage waiver fee. No security deposit hold is placed. The waiver covers physical property damage during the stay — broken furniture, wall damage, damaged appliances, holes in drywall, broken doors, cracked windows, damaged flooring, and broken banisters — with a $0 deductible. It does not cover normal wear and tear, pet damage (excluding service animals), or lost or stolen items.

4. 100% Renter Liability

Renters are 100% liable for any damage, loss, or theft of a rented item that occurs during the rental period, up to the full declared replacement value of the item. The security deposit hold is a pre-authorization and deterrent only; it does not cap or limit the renter's liability. If the cost of damage or loss exceeds the held amount, the renter remains fully responsible for the remaining balance and agrees to pay it upon invoice through the direct damage charge process.

5. Qualifying Damage for Replacement

Only damage that renders an item broken or unable to function as intended, or the loss of the item during the rental period, qualifies for automatic replacement up to the declared replacement value. Cosmetic damage, scratches, scuffs, soiling, or other wear that does not impair the item's ability to function does not qualify for automatic full-item replacement. For non-impairing damage, the Lister may seek a reasonable repair or cleaning cost, but may not charge the Renter for the full replacement value of the item.

6. Missing Components and Partial Loss

When a Renter returns a rented item missing one or more components or accessories that were listed in the listing's "What's Included" list and verified at handover, the Lister may charge the Renter for the replacement of the missing component(s):

• Owner must report at the time of return. The Lister must document missing components through the Platform's Return Components Check at the time the item is returned. Missing items not reported at the time of return may not be charged to the Renter.
• Component replacement cost. The Lister may charge the actual replacement cost of the missing component(s), as determined by current market prices. If a component is typically only sold as part of a full set and cannot be purchased individually, the Lister may charge the full declared replacement value of the entire item.
• Full replacement value for unusable sets. Where the loss of a component renders the remaining item unusable or unsellable (e.g. a camera body without its lens, a gaming console without its controller), the Lister may charge the full declared replacement value of the item.
• Unlisted items. Components not listed by the Lister as included are not the Renter's responsibility.

7. Late Return Fees

For non-housing rentals, the Lister may set a custom per-day late return fee. If the Renter returns the item after the scheduled return date, the Lister may record the actual return date and a late fee is added to the booking. Late return fees do not apply to housing rentals. Late fees may be collected through the direct damage charge process or deducted from the security deposit hold. The per-day late fee in effect at the time of booking is recorded on the booking and applies regardless of later changes to the listing.

8. Disputed Damage Claims

In the event that a Lister claims damage to a rented item and the Renter denies responsibility, the following resolution process applies:

• Filing. The Lister must file an incident report through the Platform within 48 hours of the item's return, accompanied by photographic evidence, the pre-rental handover checklist, and (for vehicles) the pre-rental inspection checklist showing the item's baseline condition.
• Renter Response. The Renter will be notified of the claim and may submit a counter-statement with their own photographic evidence within 72 hours. The Renter may also file a formal dispute through the Platform's dispute resolution feature.
• Deposit Hold. While a claim is under review, the Lister may place a hold on the Renter's security deposit. The deposit will not be released to either party until the dispute is resolved.
• Evidence Review. The Platform reviews all submitted evidence, including pre-rental and post-rental photos, handover checklists, mileage and fuel records, property check-in/check-out checklists, and any communication between the parties. The pre-rental checklist serves as the baseline — damage not documented at handover is presumed to have occurred during the rental period.
• Resolution. If the evidence supports the Lister's claim, compensation will be deducted from the security deposit hold up to the deposit ceiling. If the evidence is inconclusive or supports the Renter's position, the hold will be released to the Renter in full. The Renter remains liable for the full replacement value if damages exceed the held amount.
• Escalation. If either party disagrees with the resolution, they may escalate the dispute through the Platform's dispute escalation feature. Escalated disputes undergo additional review, and the Platform's decision is final. Parties retain the right to pursue independent legal action outside the Platform.
• Bad Faith Claims. Listers who repeatedly file claims that are denied due to insufficient evidence may have their account reviewed and subject to listing suspension. Renters who repeatedly cause damage and deny responsibility may have their account locked.

9. Direct Damage Charges

When a Renter damages or loses a rented item, the Lister may request compensation through the Platform's direct damage charge feature. The Lister submits the damage amount (not to exceed the declared replacement value) and a description of the damage. The Platform generates a secure Stripe payment link that the Renter can use to pay the charge. Upon payment, the funds are transferred to the Lister, less the Platform's service fee. This direct charge mechanism is in addition to, and does not replace, the security deposit hold process. Renters who refuse to pay a legitimate damage charge may have their account locked.

10. Lost-Item Claims and Fraud Review

A lost-item claim is a claim that an item on the agreed handover list was never returned. Lost items are handled differently from damage: they are never charged automatically, and every claim is reviewed by a Rent Vibe admin before any money changes hands.

• Filing. The Lister must file the claim through the Platform within 48 hours of the item's recorded return, list the missing item, declare its replacement value, and attach photographic evidence. Items valued at $300 or more also require a serial number on file.
• Documents reviewed. Claims are decided by the Rent Vibe admin team, not by the Lister. The reviewer examines the agreed handover list, the record showing the item was handed to the Renter, pre-rental condition photos, the return verification, the serial number where applicable, the Renter's response, and any dispute over the same items.
• No charge before a decision. While a claim is open nothing is charged and the Renter is notified. A Lister cannot collect for a missing item unless a Rent Vibe admin approves the claim, and that approval sets the maximum amount that may be collected. The ceiling can never exceed the item's declared replacement value.
• Renter response. The Renter has 5 days from filing to submit a statement and photographic counter-evidence, and may dispute the same items through the return flow. Counter-evidence is reviewed alongside the Lister's documents.
• Re-review. Either party may ask for a re-review within 7 days of a decision. A re-review request pauses any collection while the claim is examined again.
• Fraud safeguards. Claims are automatically checked for repeat claims on the same serial number, filings outside the 48-hour window, high-value claims without a serial number or pre-rental photographs, items the Renter disputes as returned, and unusual claim rates by a Lister or a Renter. Every signal is shown to the reviewer before a decision is made, and claims without supporting documentation are denied.
• Bad faith. Listers who file unsupported lost-item claims may have their account reviewed and their listings suspended. Renters who repeatedly fail to return items may have their account locked.

11. Equipment Theft and Law Enforcement

If an item is stolen, missing, or deliberately unreturned, it constitutes criminal conversion and theft. In such an event, Rent Vibe will package the full fraud evidence packet — including the scanned government ID, biometric selfie, IP address logs, and device hardware fingerprints — and hand it directly over to insurance providers and local law enforcement agencies for criminal prosecution.