If a rented item is damaged, By Rotation arranges repair reimbursement or, if unrepairable or lost, requires replacement or market value reimbursement. Disputes should be reported immediately, with supporting evidence, and are reviewed within 48 hours. Decisions are final, and the platform ensures safety through identity verification, peer reviews, and lender control.
What happens if my item is damaged, lost, or stolen?
If your item is damaged, By Rotation will facilitate a reimbursement for the cost of repair. If the item is damaged beyond repair or is never returned (theft/loss), the renter is required to either replace the item or reimburse you for its estimated market value.
How do I report a dispute for damage or loss?
Contact the renter: Your first step is to try and resolve the issue directly with the Renter or Lender via the app.
Timing: Any damage should be reported to the renter on the same day the item is returned.
Escalation: If you cannot reach a resolution after 7 days of communication, or if the other party has been silent for 7 days, email our Customer Support team at help@byrotation.com.
What information should I include in my dispute report?
To help us resolve your case quickly, please provide:
Rental details (Rental ID and item name).
High-quality photos of the damage, including time stamps.
Relevant conversation history from the app.
Supporting documents (e.g., dry cleaning receipts, postage tracking, or original proof of purchase).
What is the By Rotation dispute resolution timeline?
Initial Review: Once we receive your report, we aim to respond within 48 hours.
User Outreach: If a payment or replacement is required, we give the reported user 7 days to respond to the dispute.
Follow-up: If there is no response, we contact the user again and provide a final window for resolution.
Final Action: If no agreement is reached or contact is made after these windows, By Rotation will attempt to collect payment for owed fees or the replacement value of the item.
All disputes are monitored on a case by case basis, please allow up to 30 days for final resolution.
Is the decision made by By Rotation final?
Yes. As outlined in our Terms and Conditions, all users agree to accept By Rotation’s conclusion if we are called in to mediate. We reserve the right to suspend any accounts that do not comply with our community standards or Terms and Conditions.
How does By Rotation ensure the safety of my items?
We pride ourselves on a community built on trust. We protect our Lenders through:
Identity Verification: All users must be verified before entering a rental agreement.
Peer-Review System: Our community relies on transparent feedback.
High-Value Item Protection: For expensive pieces, renters are required to have existing positive reviews before they can request a rental.
Lender Control: You always have the right to reject a request if you feel uncomfortable for any reason.