Disputes and Incident Reporting

How to report a problem

Open the rental in your account and use Report a problem. That is the route that actually does something: it records the report against the booking and puts the owner’s payout on hold while it is looked at. Emailing us does not stop a payout.

If the item is already back and the rental has completed and paid out, we cannot recall the money. Report before the hold period ends.

The hold is short, and for a verified business there is none — their payout goes out as soon as both of you confirm the return. Check the item before you confirm, not after.

What to include

• What happened, in a couple of sentences.
• When you noticed.
• Photographs, especially from pickup and return.
• A repair quote or replacement cost, where you have one.

What happens next

• The booking moves to disputed. The payout job will not release money on a disputed booking.
• An administrator reviews the booking, the handover confirmations, the condition notes, and the message thread.
• We will usually ask both people for their account of it. Try to reach an agreement between yourselves — you almost always will, and it will be faster than anything we can do.
• When it is resolved or dismissed, the booking is released and the reason is recorded.

Still being finalised. Response-time commitments, escalation steps, and who has final say on a contested damage claim are not settled. Today this is one person reading the record; that does not scale and needs a written process before volume grows.

What an administrator can see

Enough to resolve it, and no more: the booking, both parties’ display names, the listing, the handover confirmations and condition notes, payment references, and the report itself. Administrators do not read private message threads or open condition photographs by default, and every moderation action is recorded against the administrator who took it.

Reporting content rather than a rental

For a listing that should not be here, a review containing personal information or abuse, or a user behaving badly, email support@rentrio.ca with a link. We can hide a listing or a review and suspend an account. Reviews are never deleted — hiding one keeps the original text, its author, and the reason on record, so a moderation decision can be examined later.

Emergencies and crime

Call emergency services first. If an item has been stolen, report it to the police and give us the file number — we will act on it, but we are not an investigative body and we cannot compel anyone to return anything. See damage and loss for what recovery does and does not look like.