Damage Policy

Ourfit is a peer-to-peer marketplace for hiring clothing. Instead of asking renters to pay a separate bond up front, we save your card on file when you authorise a booking. If the item comes back damaged - or doesn't come back at all - we may charge that card to compensate the lender.

This page explains exactly when that can happen, how much we can charge, how we attempt the charge, and what your rights are. Read it before you authorise a booking.

1. The three things you agree to

When you tick the "I understand and agree" box on the card authorisation screen, you are agreeing to all three of the following:

• The cap.We can charge the card you authorise up to the item's recommended retail price (RRP), which is shown on the listing.
• The trigger.Charges only happen after a damage claim is raised by the lender (with photographic evidence and a written reason) and resolved - either because you agree to it, or through Ourfit's dispute process if you contest it. We never charge speculatively.
• The retry behaviour.If your card can't cover the full approved amount in one charge (for example because of a daily limit or insufficient funds), we may attempt smaller charges over time until the balance is recovered, you settle it another way, or your card stops accepting charges. You will receive a notification before every attempt and can pay the remaining balance in full at any point to stop the sequence.

2. What counts as damage

A lender can raise a damage claim for any of the following:

• Stains that ordinary dry-cleaning cannot remove
• Rips, tears, holes, broken zips, missing buttons or trims
• Burns, melt marks, bleach or dye discolouration that materially affects the garment
• Stretching or shape distortion beyond what is normal for the fabric
• Persistent strong odours (smoke, perfume, body odour) that don't lift after cleaning
• The item not being returned by the agreed return date

Claims for normal wear - small loose threads, minor pilling, a single dry-cleanable mark, or light marks expected from a few hours of wear - will not lead to a charge.

3. How a damage claim works

Damage claims follow the standard process described in the Dispute Policy - open, respond, resolve, close - with a couple of damage-specific points worth noting:

• The lender raises the claim within 7 days of the item arriving back, with photographs and a requested dollar amount up to the item's RRP.
• You have 5 days to respond: accept, offer a counter-amount, or contest with your own evidence. We send reminders before the deadline.
• If you agree, we charge the agreed amount and the case closes. If you contest, an Ourfit reviewer decides based on the evidence both sides provided.
• Once an amount is approved, we attempt to charge your card. See Section 4 for how that works.

4. How charges are attempted

We start by attempting the full approved amount on the card you saved at booking. Most charges resolve in this first attempt.

If the full charge fails - because of a daily card limit, insufficient funds, a soft decline - we switch to a recovery sequence:

• We attempt smaller charges over time, scaled to the size of the approved amount
• Each attempt is preceded by an in-app notification (and an email if you have email notifications on)
• We continue until the approved amount is recovered in full, you settle the balance another way, or your card stops accepting charges
• If your card stops accepting charges entirely (expired, blocked, reported lost), we stop attempting and refer the remaining balance to the lender for manual resolution

You can stop the recovery sequence at any time by paying the remaining balance in one transaction from your booking detail page. We strongly recommend this if you would prefer not to receive ongoing charges.

5. Your rights

• Right to contest.You can contest any claim before it is approved through Ourfit's dispute process. You also have the right to dispute any individual charge through your bank or card issuer under the usual chargeback rules.
• Right to update your card. You can change or remove the card on file at any time from your account settings. This will not retroactively cancel approved charges, but it will stop future attempts.
• Right to a copy. Every booking pins the exact version of this policy you agreed to. You can request a copy of that version - including timestamps and the booking it applies to - by emailing support.
• ACL rights are preserved. Nothing in this policy excludes, restricts or modifies any rights or guarantees you have under the Australian Consumer Law that cannot be excluded.

6. Versions of this policy

This is version 2026-06-03-v1of the Damage Policy. When we materially change the disclosure - the cap, the trigger, or the retry behaviour - we bump the version. Your booking is bound by whichever version was current when you ticked "I understand and agree" at card authorisation. A new policy version applies only to bookings made after it is published. Past versions stay available at their own URL (this one is at /damage-v1).

7. Questions or disputes

Email hello@ourfit.app with your booking number and we'll get back to you as soon as we can.