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Dispute Resolution & Trust Policy
Most disagreements are settled between the two people involved. This page explains how that works, what happens when it does not, and what we will decide if you cannot agree.
1. What this covers
- An item returned damaged, or not returned at all
- An item that arrived damaged or was not as described
- Security deposit deductions and refund disagreements
- Cleaning or late-return charges
- Missing pieces from a multi-piece outfit
- Parcels that never arrived
2. How a case works
When someone raises a claim, we open a case with both people attached to it. The money involved is held and does not move until the case ends.
- The person the claim is against is told what is being claimed and by when they need to reply. That deadline is shown on the case itself.
- They then have three choices: accept the amount, offer a different amount, or ask RentNShine to decide.
- If they offer a different amount, it goes back to the person who raised the claim, who can accept it or ask us to decide.
- If the two of you agree at any point, the case closes at that amount and no one at RentNShine ever rules on it. Most cases end here.
3. If you do nothing
Missing a deadline does not pause the case, and what happens next depends on which side you are on:
- If a claim was made against you and you do not reply in time, the case goes to RentNShine for a decision. We never charge your deposit automatically for staying silent — but you will have given up your chance to explain your side.
- If you raised the claim and were offered a lower amount that you do not reply to in time, the case settles at the amount you were offered. It is below what you asked for, and by not responding you accepted it.
4. Evidence
At every handover — when an item is sent, received, sent back and received back — both sides are asked to take timestamped photos. These are the records we judge a case on.
Taking them is not compulsory. But if a disagreement arises and you have no record of the item's condition at the moment it changed hands, you are arguing from a much weaker position, and there may be nothing we can fairly weigh in your favour.
Keep the conversation on RentNShine. Screenshots of chats held elsewhere carry very little weight, because we cannot verify them.
5. What we can decide
- Release the deposit in full to the renter
- Award part or all of the claimed amount from the deposit to the owner
- Refund a buyer in full or in part on a sale
- Find no fault and settle the order normally
- Warn or restrict an account where a claim or a return was manufactured
Two limits apply to every decision we make: we can never award more than was originally claimed, and we can never deduct more than the deposit being held. If a claim is worth more than the deposit, the balance is recorded and pursued separately — it is not taken automatically.
6. Our decision is final
Where the two of you cannot agree and the case comes to us, we review both sides, all the evidence uploaded to the case, the offers each of you made, and each account's history. We then make a decision and apply it to the money we are holding.
By using RentNShine you agree that this decision is final and binding, and that we may release, deduct or refund the amounts held for the order accordingly. This is what allows a dispute to actually end rather than continuing indefinitely between two people who disagree.
7. Misuse
Claims made in bad faith, evidence that has been altered, and repeated disputes intended to avoid paying may lead to warnings, restrictions, or removal from RentNShine. Both sides are held to this equally — an owner inflating damage and a renter denying it are the same problem.
The specific deadlines that apply to your case are always shown on the case itself.
Last updated: August 2026