We're sorry if a rental didn't go to plan, but we want to help.

As soon as you receive the returned rental, inspect it promptly. If there's any damage, notify the renter immediately.

Take clear photos of the damage and include them in your communication with the renter. These photos will be crucial for assessing the damage and resolving any issues.

It's essential to report any damage to the renter or HURR within 48 hours of receiving the rental back.

Resolution Steps:

• Minor Damage: If the damage is minor and you're comfortable handling repairs yourself, discuss this with the renter to reach an agreement. If the renter opted for Damage Protection, they are covered for repairs up to £75. Keep receipts from the cleaner or tailor you choose, as these may be required for reimbursement.
• Major Damage: For significant damage that requires more than minor repairs, follow the same steps to inform the renter and HURR. The platform aims to support in resolving disputes, but financial responsibility ultimately lies with the renter. Please aim to resolve the issue directly with you Renter and reach out to HURR if no resolution is reached within 72 hours. Remember you can issue a charge request directly from the rental details page, which will go directly to your Renter to accept.

Marketplace Responsibility:

• Assistance: HURR is committed to assisting in resolving disputes and providing guidance throughout the process. However, as a marketplace, HURR does not assume financial liability for any losses or damages incurred during rentals.
• Wear and Tear: Minor wear and tear is expected with rentals. If a repair alters the item slightly, contact HURR for guidance on whether it can still be rented out.