What is HURR PROTECT?

HURR PROTECT is an opt-in Damage Protection service designed to give you an extra boost of confidence when you're renting out your most treasured pieces.

Think of it as your fashion rental safety net!

For a small fee (starting around £3 and scaling up depending on the value of your item), you can add an extra layer of security to your rental. This nifty feature helps safeguard your items against those rare but stressful scenarios like major damage beyond repair, loss, or theft.

It's totally flexible – you decide when to use it. Maybe it's for that designer bag you splurged on, or perhaps for rentals during the busy wedding season. You're in control!

HURR PROTECT is our way of saying, "We've got your back!" so you can rent out your amazing pieces with even more peace of mind. It's all about making your HURR experience as fabulous as the items you're sharing! ✨👗

How does it work?

If you need to use HURR PROTECT, don’t worry, here's the step-by-step process:

Reach out to Customer Care via the help icon at the bottom right of the site/app to flag you need to request a submission.

Be ready to provide some basic information, including the following...

  • Rental ID
  • For damages, clear and relevant photos of the issue (the more you have, the better)
  • For damages, clear and timestamped images of your item before it was sent on its rental.
  • Tracking information (if applicable)
  • A brief description of what happened
  • Proof of purchase (if available) to for your item

✍️ Submit your request: Once you've provided all necessary information, submit the form.

👩‍💻 Wait for processing: Our team will carefully review your submission. We aim to process all requests within 7 working days.

💬 Stay reachable: We may need to contact you for additional information, so keep an eye on your messages.

💸 Compensation: Once your request is approved, we'll arrange for the agreed Replacement Value to be transferred directly to your account.

Remember, the more detailed and accurate the information you provide, the smoother and quicker the process will be. If you have any questions along the way, our support team is here to help.

How much is HURR PROTECT?

We've designed HURR PROTECT to be affordable while still offering you valuable peace of mind. Here's the breakdown:

💸 The fee ranges from £3 to £10 per rental
💸 Typically, it's less than 2% of your item's Recommended Retail Price (RRP)

For example:

👗 A dress with an RRP of £200 might have a protection fee of around £4
👗 A designer bag with an RRP of £1000 might have a fee closer to £10

The exact amount will be clearly displayed when you're accepting a rental request, so you'll always know the cost before opting in.

Remember:

The fee is automatically deducted from your rental payout, so there's no extra step for you

You're not committed to using it for every rental - pick and choose as you see fit!

If you choose, you can offset this cost by increasing the rental price for a particular item.

We've balanced the cost to make it accessible for a range of items, from your everyday rentals to those extra-special pieces. It's all about giving you flexibility and control over how you choose to manage your rentals.

What is considered irreparable damage?

At HURR, we're all about keeping fabulous fashion in circulation – it's part of our sustainable DNA! But sometimes, despite our best efforts, damage happens that's beyond a quick fix. Here's what we consider irreparable damage:

  • Damage that can't be mended by a skilled seamstress or tailor
  • Issues that would require altering the overall look of the garment to fix
  • Stains that refuse to budge, even after a specialist clean
  • Any damage that makes the item unsuitable for wear or further rentals

Essentially, if the damage caused on a specific rental (not general wear and tear) means your piece can no longer remain on the rental runway, it falls into this category.

Remember, our goal is always to keep clothes looking their best and living their longest life. We'll always explore repair options first before declaring anything irreparable. But when the damage is too severe, that's where HURR PROTECT steps in.

If you're unsure whether damage qualifies, don't hesitate to reach out to our team. We're here to help and will assess each situation individually.

What is considered “Lost or Stolen?”

We know your pieces are precious, and we take their safety seriously. Here's how we define lost or stolen items:

Lost Items:

  • If the courier or delivery service can't locate the item after a thorough search within their outlined timelines for this work.

Stolen Items:

  • If a Renter is unresponsive for 7 days.
  • Or if they fail to provide adequate tracking information within 7 days.

Rest assured, HURR PROTECT doesn't mean we're going easy on those who misuse our platform. Even after we've compensated you, we'll continue to pursue any renters who damage or fail to return items. Our commitment to maintaining a trustworthy community remains as strong as ever – HURR PROTECT just gives you your time back while we handle the tough stuff!