Trust & safety
What happens if a rented item breaks? Claims, explained
The step-by-step claims process on Rentsome: the 72-hour filing window, the renter’s 72-hour response, review, and what can be deducted from the deposit.
Most rentals end with a handshake. When one does not — a cracked lens, a missing attachment, a stove returned full of grease — Rentsome has a defined process so neither side is guessing. Here is how it works from both perspectives.
During the rental: report it immediately
If something breaks while you have it, message the owner through Rentsome right away with a photo. Honest, early reporting almost always ends better than a surprise at return. Mechanical failures that were not caused by misuse are not the renter’s cost; damage from misuse is.
At return: the 72-hour window
Once the item is back and the return is confirmed, the owner has 72 hours to file a damage or theft claim. The claim includes photos and a description of the damage and its cost. If nothing is filed in that window, the renter’s deposit hold is released automatically.
The renter’s response
The renter is notified and has 72 hours to respond with their own evidence — this is where pickup and return photos matter. If the renter agrees, the claim resolves quickly. If not, it goes to review.
Review and outcome
- 1Rentsome reviews both sides’ evidence against the listing’s declared condition and value.
- 2The decision sets how much of the deposit, if any, is captured. Only documented damage or loss is deducted, up to the deposit amount.
- 3Whatever is not captured is released to the renter.
- 4If the loss exceeds the deposit, the owner may pursue the balance directly; Rentsome’s protection is the deposit itself, not an insurance policy.
Avoiding claims in the first place
- Photograph the item together at pickup and again at return.
- Owners: list quirks and existing wear honestly, and state return expectations.
- Renters: use the item for its purpose, keep it dry, return it clean and on time.
The deposit side of this is covered in how security deposits work.
Frequently asked
How long does a claim take?
Up to 72 hours for the owner to file, up to 72 hours for the renter to respond, then review. Many claims resolve sooner when both sides agree.
Can more than the deposit be charged to my card?
No. Only up to the held deposit can be captured through Rentsome. Anything beyond that is between the owner and renter.
What if the owner claims damage that was already there?
Respond within 72 hours with your pickup photos. Existing wear documented at pickup is not chargeable.
Borrow it from a neighbor instead.
Deposit-protected bookings, priced by the day.
Keep reading
How security deposits work on peer-to-peer rentals
What a rental deposit is, how Rentsome sizes it (30% down to 10% of item value, capped at $2,000), why it is a hold rather than a charge, and when it is released.
Power tool rental checklist: what to check before you pick up
A pre-pickup checklist for renting drills, saws, compressors and other power tools from a neighbor, including the safety acknowledgment Rentsome requires.
Trust scores and ID verification, explained
How Rentsome’s 0–5 trust score is calculated, what identity verification changes (deposits from 30% to 25%, higher rental limits), and how to raise your score.