Damage and disputes
If something goes wrong with a rental, either side raises it from the booking. The other side has 5 days to accept, counter or contest, and Ourfit decides if you can't agree.
Updated 6 October 2026
If something goes wrong with a rental, try sorting it out with the other person in messages first. If you can't, raise it through the booking. Either side can.
What you can raise
What's on offer depends on where the rental is up to.
If you rent: a delivery that didn't arrive, a piece that isn't as described, or a pickup that didn't happen. You can claim a refund up to what you paid for the rental.
If you lend: damage, a late return or a piece that never came back. You can request a charge up to the piece's retail price.
Raise an issue
- Renters: open the booking and press Report an issue with this booking.
- Lenders: open the booking, open the ... menu, choose Need help with this booking? and then Raise an issue with this booking.
Pick What's the issue?, then Describe what happened, add photos and propose an amount. Damage claims need photos.
Lenders: raise damage, a late return or a missing piece within 2 days of the piece arriving back. Once you close out a booking, you can't raise an issue on it.
Responding
The other side has 5 days to respond. They can:
- Accept the amount, and the claim closes.
- Counter with a different amount, with a reason.
- Contest - escalate to Ourfit, with a reason. Ourfit looks at both sides' evidence and decides.
Answer before the deadline. After two reminders, a claim moves on without you: Ourfit reviews it, or it can be treated as accepted at the amount asked.
The claim page shows where it's up to, like Your response needed or Waiting on the other side, and the full History.
Evidence that counts
Dated photos when the piece arrives and before it goes back, tracking numbers, and messages on Ourfit. Keep everything on Ourfit so it's on the record.
How money moves
Renters save a card when they book. If a charge is agreed or decided, it's taken from that card, up to the cap shown before you booked. If that card is declined, you can pay with another card on the claim page.
Refunds go back to your original payment method. They usually take a few business days to appear.
The Terms have the full detail: damage is section 6 and disputes section 7 of the renter terms and the lender terms.
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