Rental Policy

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1. Who This Applies To

This Rental Policy governs every rental transaction on Closette, between a renter and a lender. It works alongside our Terms & Conditions.

2. Before You Can Rent or List

You must complete identity verification before your first rental request or your first rental listing. Browsing is available without verification.

3. Booking & Availability

A rental must be for a minimum of 3 days. An item cannot be booked over an existing accepted rental, and stays blocked for 2 days before and 2 days after a booked rental to allow time for delivery and inspection.

4. Cancellations

Once a lender accepts your request, you may cancel free of charge only within 1 hour of that acceptance. After that window closes, the item moves toward dispatch and this free cancellation no longer applies.

5. Dispatch & Handoff Evidence

Before dispatch, the lender must capture photos of the item's condition (front, back, and detail, at minimum). These photos become locked evidence once the item is dispatched and cannot be replaced afterward. Delivery is coordinated through Closette, either directly or through a delivery partner such as Aramex.

6. Rental Period & Returns

Your rental period runs from the date you actually receive the item to the agreed return date. Returns should be started through the normal Start Return step once that date is reached, not before. When starting a return, the renter must capture return-condition photos before the item is picked back up.

7. Item Condition

Items must be returned clean, undamaged, and in their original condition. Normal wear from ordinary use is acceptable; excessive damage is not.

8. Late Returns

If an item isn't returned on time, an overdue fee applies, calculated from the number of days late. Closette takes a 15% commission on the overdue fee; the rest goes to the lender. Unresolved overdue rentals may result in account suspension until the item is returned or the case is resolved.

9. Security Deposits

Rentals may include a refundable security deposit, shown at the time of booking. The deposit is held to cover the transaction, not treated as Closette's or the lender's earnings, and is released to the renter once the rental is completed without issue.

10. Damage Reports & Reviews

If the lender reports damage after a return, the deposit is held while Closette reviews the outgoing and return handoff photos and the report. During review, chat between the renter and lender may be temporarily read-only to protect the evidence. Closette's decision may be:

• no damage found — the full deposit is returned to the renter
• minor damage — an agreed compensation amount is paid to the lender from the deposit, with the remainder returned to the renter
• major damage — up to the full deposit may be paid to the lender

Any amount awarded to the lender is paid in full, with no Closette commission on damage awards.

11. Communication

Both users must respond in a reasonable time and coordinate delivery, pickup, and return clearly through the in-app chat.

12. Disputes

Closette may review evidence and mediate a dispute between a renter and a lender. Closette's decision on a reviewed dispute is final.

13. Trust & Safety

Closette relies on trust between users. Misuse of the rental process, including repeated damage claims, no-shows, or abusive cancellations, may result in suspension or a permanent ban.

14. Policy Updates

Closette may update this Rental Policy at any time. Continued use of the app after an update means you accept the revised policy.

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