FAQS
General FAQs
What is Rentmate?
Rentmate is the place to go for all your rental needs. People can rent out items they own to others who are looking to rent them.
What is a renter?
A renter is a person who is looking to use someone else’s item for an agreed amount of time.
What is a lender?
A lender is someone who owns an item and has created a listing in which other people can rent their item.
Can I message or call the renter/lender outside of the Rentmate app?
Communication outside of the Rentmate app is not encouraged. In the event that a claim needs to be made, only messages within the Rentmate app will be taken into account.
How do I create an account?
Go to account section, and select login. Here you will be able to login or sign up if you do not have an account. You will be asked to fill out some basic information and then you are set! You will be able to create an account using your Facebook or Google accounts as well.
Why do i need to take a picture/video before and after the rental?
Both lenders and renters are required to take pictures/videos of the item in order to document the state that the item was received and returned. These pictures and/or videos will be used if a claim is filed.
The lender must take pictures/videos of the item 24 hours before the rental begins to show the state of the product and how it functions.
If the lender notices any damages to the item when the rental has ended, they must take pictures/videos to document the damage.
What is the claims process?
Repairs/replacement issues can be solved by the renter and lender independently. This is usually a quicker and often more affordable method for a renter to solve the issue. If there is not consensus, you can file a claim within 24 hours of the rental ending. A Rentmate representative will work with both parties and review the pictures and/or videos provided in order to resolve the case. You will be notified of the result via email. As a reminder, renters are liable for any damage, loss or theft of the ite
How do I contact Renmate support?
In the Rentmate app, go to the Settings tab and then click on the Contact Us section. We will respond to your inquiry within 24 hours.
How do I report a bug or any app issues?
In the account section, you will see a contact us option. Fill out the form and we will look into any issues. We appreciate your help in improving Rentmate!
Lender FAQs
What is a lender?
A lender is someone who owns an item and has created a listing in which other people can rent their item.
What happens if the item is damaged?
If the renter damaged the item, they will be required to pay the repair costs or the cost to fully replace the item. General wear and tear are not considered damage. Also, a lack of maintenance or preventative precautions by the lender is not covered. Loss of earnings for canceled or potential rentals due to the damaged or stolen item is not covered.
What happens if the renter does not return my item?
You are fully guaranteed! Lenders are required to pay the replacement cost of any item that is not returned. We handle the payment process for that but it may take a few days for you to receive payment. Loss of earnings for cancelled or potential rentals due to the damaged or stolen item are not covered
What are my responsibilities as a lender?
You are expected to provide accurate pictures, titles, and descriptions of your items and ensure that your items are well-maintained and in good, working condition. They should also be safe to use.
What fees are charged to lenders?
To keep Rentmate running like a well-oiled machine, we charge both lenders and renters a 25% service fee. You are shown the amount you keep before you accept a rental and the fee will be automatically paid when the rental is accepted. You can sign up and list as many items as you want for free! The fee is only charged when a rental request has been accepted.
How do I get paid?
We work with the payment provider Stripe to transfer your earnings to your bank account. Depending on the amount of money you earn, we may for further information to verify your identity.
When do I get paid?
You will get paid 24 hours after the start of the rental. Banks may take a few business days processing the payment.
Do I have to pay tax on my earnings?
Lenders are responsible for paying taxes on any income made on Rentmate.
How can I increase the number of rentals I get?
The first thing a person sees on the listing is the pictures of the item. Taking well-lit pictures is a great way to make a first impression. Taking pictures from multiple angles and showing key features are important as well.
It is also important to add an accurate title and description to your listing so that renters know exactly what item they are looking at.
Setting the rental prices to a fair value will also improve your listings to potential rentals. You can get a fair value for your item.
Why do I need to estimate the value of my items?
For insurance purposes.
Can I cancel a rental as a lender?
If the rental period begins less than 24 hours after you have accepted the rental, you have 30 mins to cancel after accepting the rental.
If a lender cancels the rental less than 24 hours before the rental period begins, they will be charged a $10 fee or 30% of the rental cost, whichever is greater. Repeated cancelations will lead to the possibility of being prevented from renting or lending items.
Renter FAQs
What is a renter?
A renter is a person who is looking to use someone else’s item for an agreed amount of time.
As a renter am I insured?
Rentmate only provides insurance to lenders. If you need or would like insurance, you can take out your own policy from another company. As a renter, you are liable for any loss or damages to the item. If you are not able to return the item in the condition it was rented in, you are liable for any repairs or replacement costs. If the item is stolen, lost, or damaged while in the renter's possession, you are liable for any repair or replacement costs.
What if the lender does not show up to give me the item?
If the lender does not show up within 30 mins of the agreed-upon time, please use the contact us form to report this issue. You will need to contact us within 24 hours of the lender not showing up.
What if the lender does not show up to pick up the item once the rental has ended?
First, you should message the lender to see if they are running late. You should wait up to 30 minutes for the lender. If they have not shown up after 30 mins you are free to go. If you wish, you can talk with the lender to return the item at a different time.
How do I pay for a rental?
We use the payment provider Stripe to process all our payments. You can pay with debit and credit cards. Once the rental is accepted by the lender we will authorize a charge to your payment method to ensure that you have the funds required. It will show as pending until 24 hours before the start of the rental. If your rental is canceled, you will be refunded if the cancellation is not in violation of our cancellation policy.
What fees are charged to renters?
To keep Rentmate running like a well-oiled machine, we charge both lenders and renters a 12.5% service fee. You will be shown the rental amount and the service fees on the checkout page.
Can I extend my rental?
If you are interested in extending your rental, check the item’s listing and see if it is available for the days following your rental. If the item is available, you can create another booking for the amount of time desired. Keep in mind that the lender is not required to accept the new rental so messaging them in advance would be a good idea.
Can I cancel a rental as a renter?
If the rental period begins less than 24 hours after the lender has accepted the rental, you have 30 mins to cancel after the rental has been accepted.
If a renter cancels the rental less than 24 hours before the rental period begins, they will be charged the full amount of the rental.
Why did a lender reject my rental request?
While we encourage lenders to accept as many rentals as possible, Rentmate cannot guarantee that a lender will accept all rental requests. A common reason for rejecting rentals is that the lender may not be available at the suggested pick-up and drop-off times. In this case, feel free to message them and decide on a time that works for both of you!