Dispute Resolution
How we help resolve issues fairly and transparently
At URentMy, we're committed to maintaining a trusted marketplace. If something goes wrong during a rental, our dispute resolution process is designed to help both parties reach a fair outcome.
How the Dispute Process Works
Contact the Other Party
Most issues can be resolved directly. Use URentMy's messaging system to discuss the problem with the vendor or renter. Many disputes are simple misunderstandings that clear communication can fix.
Gather Evidence
Collect relevant documentation: photos of the item before and after rental, timestamps, message history, receipts for repairs, and any other supporting evidence. Good documentation makes resolution faster and fairer.
Submit a Dispute
If you can't resolve it directly, submit a formal dispute through your booking page or by contacting our support team. Include your booking reference, a clear description of the issue, and all evidence gathered.
URentMy Review
Our team reviews all evidence from both parties. We aim to provide an initial response within 5 working days. We may request additional information from either party.
Resolution & Outcome
URentMy will issue a fair resolution based on our review. Possible outcomes include: full or partial security deposit refund, repair cost reimbursement, rental fee adjustment, or, in serious cases, platform suspension. Both parties will be notified in writing.
Common Dispute Scenarios
| Scenario | Typical Resolution |
|---|---|
| Item damaged during rental | Repair cost deducted from security deposit; itemised with photos |
| Item not as described | Full or partial refund to renter; vendor listing may be reviewed |
| Late return | Late fee applied per the agreement; deducted from deposit |
| Item lost or stolen | Full replacement value claimed from deposit; police report required |
| Cancellation dispute | Resolved per the vendor's cancellation policy on the listing |
Need to Raise a Dispute?
Currently, disputes are handled manually by our support team. To raise a dispute:
- Go to your My Bookings page and click "Raise Dispute" on the relevant booking, or
- Contact us at support@urentmy.com with your booking ID and details of the issue.
An automated dispute submission portal is coming soon.