I was charged and I don't think I should have been

Most charges that look wrong are one of three things. Find the booking it belongs to first: Search bookings, in the menu at the top of Bookings, finds any booking by its number, the piece or the lender.

Check what it is

• A hold. When you request, your card has a temporary hold for the total. It can show as pending. If the lender declines, doesn't answer in time, or you withdraw, the hold is released, usually within 5-7 days.
• The rental. Your card is charged when the lender accepts. The booking's Payment summary shows what you paid.
• A claim. Damage, a late return or a piece that didn't come back. You can only be charged after the lender raises a claim and you agree to it or Ourfit decides it. It shows on the booking under Dispute outcome.

A claim charge is never more than the cap you were shown before you authorised your card.

If it still looks wrong

1. Open the booking it belongs to.
2. Press More options, then Need help with this booking? and Contact Ourfit. It emails our support team with your booking number filled in.
3. Tell us the date and amount on your statement, and what you expected.

You keep your right to dispute a charge with your bank.

My payment didn't go through

Sometimes a card can't be charged when the lender accepts, for example when your bank asks for an extra check. The booking says Payment needs attention, and Payment action needed shows at the top with the time to pay by.

Tap it and pay with the same card or another one. You have 24 hours. If the time runs out, the booking is cancelled, the hold is released and nothing is charged. The booking then says Payment window closed.

A claim charge was declined

If your saved card can't be charged for an agreed claim, the claim page says Couldn't charge. Press the button there to pay the amount now. Settle dispute charge opens: add a new card and pay.

Any amount left unpaid may be referred to the lender or a collections agency.

Your saved cards

Open Account, then Payment methods, to add a card, choose your default or remove one.

While a rental is under way or a claim is open, you can add or swap cards, but you can't remove your last one. It shows Remove (locked).

If you lend, the bank account your payouts go to is under Transactions, in Transaction settings, as your Payout account.

If you're the lender

Payouts, and money recovered from claims, are covered in Getting paid.

Next

• Cancellations and refunds
• Request to rent and pay