Damage cover

1. When you send a request, you agree that if the gear comes back damaged or doesn't come back, up to a set amount can be charged to the card you saved. The amount is on the listing and the request.
2. If something's wrong, the lender reports it on the booking page with photos, within 2 days of the return day.
3. We look at it: their photos, the listing photos and what you both say in the chat.
4. Then we decide to charge (up to the amount, maybe less than they asked) or not, and tell you both why.

Most rentals never get here. Being upfront in the chat helps.

The most that can be charged depends on roughly what the gear cost new, which the lender tells us when they list it:

• Cost new under $200: up to $50
• Cost new $200 to $500: up to $150
• Cost new over $500: up to $300

The amount for a booking is fixed when the request is sent, so a later change to the listing doesn't touch it.

Lenders: open the booking and use Report a problem. It's there from the pick-up day until the end of 2 days after the return day. Tell us what happened, how much you're asking for (what it costs to fix or replace, up to the amount) and add photos: the damage up close and the whole thing.

Photos from the handover help a lot, so take a few when you hand it over. Handover tips. Changed your mind? You can withdraw a report until we've decided.

• Nothing is charged straight away. The renter sees the report on the booking page and can reply in the chat.
• We charge the renter's card up to the amount, or close the report without a charge, and email you both with the reason.
• If the card doesn't go through, the renter is asked to pay on the booking page.
• The lender gets the whole damage charge, paid like a booking. Grannen takes no fee on it.
• Think we got it wrong? Email info@grannen.com.au.

If it hasn't come back, message the renter first; most late returns are just late. If it still doesn't turn up, report it on the booking page before the window closes, and we can charge the full damage cover amount. If you think it's been stolen, report it to the police too.

• It's capped. The amount above is the most that can be charged, even if the gear is worth more. Keep that in mind before lending something expensive.
• It isn't insurance. It's a charge to the renter's card, so it depends on that card going through.
• Normal wear isn't damage. Gear that's been used as intended shows it a bit.
• Reports after the window can't be made on the site. Email us and we'll see what we can do.