The Resolutions Team

If a consensus can't be reached between an Owner and a Renter for a rental, RentRooster has a dedicated Resolutions Team whose job it is to mediate between parties and examine all the available evidence in order to resolve the case.

Case Assignment

If a rental or sale of yours goes to the Resolutions Team, you'll be assigned a Resolutions Case Manager who will work with you and the other party to collate time-stamped photo/video evidence, written statements, and supporting materials to make an informed decision on liability. You must report a case within 24 hours of your rental end date.

Owner Claims

If you are an Owner, in the event of claiming on our guarantee, your Resolutions Case Manager will submit your case for the team to review. The claims team will take approximately two weeks to make a decision and inform you via email. If successful, you'll be asked for your bank details and you will be added to the following payment run.

Renter Liability

Renters are responsible for the proper care and return of any items hired through the RentRooster Service. They will not normally be held liable for compensating the owner for accidental loss or damage to those items unless the loss or damage is the result of negligence, forgetfulness, carelessness, improper use, not having the appropriate skills or experience to operate those items, or theft. The RentRooster Service will determine if they are liable under these circumstances. Regardless of the circumstances, the RentRooster owner-backed guarantee is in place for owners. As long as the criteria are met, if something happens to your item as an owner, we will pay for the cost of repair, replacement value, or the original value with any item depreciation applied, whichever is less.

Renter Insurance

If you are a renter and require insurance, you are welcome to take out your own policy.

Quick Settlements

Most repair/replacement cases are settled directly between the renter and the owner. If both parties can reach a consensus, this can be quicker and cheaper for the renter. The majority of these cases are settled within 24 hours.

Appeals

The final decision reached by the Resolutions Team is considered final. Please be assured that the team handles each case with care to ensure a fair decision is made.