The pickup didn't happen

For a pickup rental, you and the other person agree a time and place in messages. If the handover doesn't happen, there's a button on the booking for it, on both sides.

What to do first

1. Message them from the booking. Plans change, and a new time often fixes it.
2. Keep everything in Ourfit messages, so there's a record of what you agreed.
3. If it isn't going to happen, report it.

If you're renting

On the booking, press Pickup didn't happen? Report a problem, then Report a problem. Use it if the lender didn't turn up or respond.

The booking then says Pickup problem reported.

If you'd rather not go ahead at all, you can cancel instead, any time before the piece is handed over. Press More options, then Need help with this booking? and Cancel this booking. You're refunded in full.

If you're lending

On the booking, press Renter didn't show? Report a problem, then Report a problem. Only report it if the renter didn't turn up to collect after you'd agreed a time.

The deadline

The button works from the rental's first day, and only until the piece has been collected. Before that, it's too early to report.

What happens next

Our team reviews the booking and decides any refund. No money moves automatically. We'll be in touch, so keep an eye on your messages.

Staying safe

• Meet in a public, well-lit place, especially the first time.
• Tell a friend or family member where you're going.
• Take photos of the piece at handover and when it comes back.
• Trust your instincts. You can call off a meeting that feels wrong and tell us.

If your safety is ever at risk, contact emergency services first, then let us know.

Next

• Getting it
• Someone asked me to pay outside Ourfit