Damage & Theft

How To Report a Dispute for Loss, Theft, or Damage:

• If you have a rental dispute regarding loss, theft, or damage, please first try to resolve this directly with the Renter or Lender. Any issues should be raised with the renter/lender within 24h.

• If after 7 days of communication, you have not come to a resolution, or you have not had a response for 7 days, please reach out to our Customer Support team at [e-mail]. Please include in this email the rental details, and as much information as you can regarding the issue. This can include photos, conversation history, dry cleaning receipts, postage tracking, etc.

• Once we have received your report, we aim to respond within 48 hours.

• If we believe this issue requires payment or replacement, we will then give the reported user 48hrs to respond to us or the reporter via the app.

• If no contact has been made, By Rotation will contact users via given sign-up details, giving a further 48hrs for response.

• If after this time users have not been able to come to an agreement, or make contact, we will attempt to take payment for any owed fees. If the item has not been returned, we will attempt to take payment for the listed RRP.

• Users are to agree to our decision as agreed within our Terms and Conditions. We have the right to suspend any users who do not follow our Terms and Conditions.

If By Rotation mediates the dispute you agree to accept By Rotation’s conclusion. Please also refer to our Terms and Conditions for further information:

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How to Report any other Disputes i.e. Reviews, Behaviour:

• Within your rental on the app click the 'Report' button

• You can create a Report if you have an issue with your Lender or Renter.

• Once we receive a Report, we will respond within 48hrs. Please provide us with as much information as you can.

• By Rotation will then investigate the Report and give reported users 48hrs to respond to us or the reporter via the app.

• We will then look to mediate a resolution on a case-by-case basis.

• Users are to agree to our decision as agreed within our Terms and Conditions.

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Any reports of abuse, bad language, or aggressive behavior can result in immediate suspension of using the app.

If any users who do not have a rental agreement need to create a Report, please contact [e-mail] with your inquiry.