Renters must return items by the final rental day using tracked delivery. Late returns require app reporting, may incur capped fees, but postal delays with timely proof are exempt. Extensions must be requested in advance, and total fees cannot exceed replacement value.
⏰ When should renters return items?
Renters must return or post back the item on the final day of their rental period using an approved, tracked service so it arrives the next working day, unless both parties have formally agreed to an alternative arrangement in writing.
🚩 How do I report a Late Return?
When your return inspection window opens on the scheduled return date, select Report an Issue in the app. If you have not received tracking details, received the item, or heard from your renter, you must escalate the issue to By Rotation Support within 7 days of the original rental end date to qualify for lender protection.
📞 What if a renter says they’ll be late?
If a renter anticipates a delay, they must request an extension through the app before the rental period ends.
If you can accommodate it: Approve the extension in-app to adjust the dates and collect the additional rental fee.
If you cannot accommodate it: Politely decline and set a firm final return deadline (the Longstop Date). If the item is not returned by this date, contact Support to initiate a non-return claim.
💰 Can I charge a late fee?
Yes, if a renter returns an item after the final day of the rental period, you may charge a late fee.
The maximum you can charge is the daily rental price + 25% for each extra day the item is held beyond the agreed rental period.
👉 Example:
If your daily rental price is £10 and the renter returns the item 3 days late, the maximum late fee is £37.50 (£10 × 3 × 1.25).
You can send the renter an invoice directly for this fee.
📦 Can I charge a late fee if the item is delayed in the postal system?
No, provided the renter has complied with postal rules. Late fees cannot be charged for courier or postal delays if the renter provides tracked proof of postage showing the item was dispatched on or before the final rental date. If the item was dispatched late, late fees apply from the scheduled dispatch date.
⚖️ Fair use reminder
Late fees exist to protect lenders from missed booking income and encourage prompt returns, they are not intended as a punitive charge or a profit mechanism.
Fees should only be applied when you have experienced genuine inconvenience or a lost subsequent booking. By Rotation actively audits fee requests, excessive or unwarranted charges may be reversed, and misuse of this feature may lead to account restrictions.
💎 Is there a cap on late fees?
Yes. The cumulative late fees charged cannot exceed the item’s verified replacement value (Estimated Retail Price / RRP).